In the news

AI: How big is the impact?

Genesys Reaches $1.8BN in Annual Recurring CCaaS Revenues

Customer experience trends for 2025: Insights from CX solution providers

Genesys predicts rise in AI in back-end retail operations in 2025

AI washing could undermine consumer confidence and scare away investors

Experience orchestration: the new power of AI

Agentic AI will enable proactive and adaptable user interactions: Genesys India MD

The Contact Center Advanced Buyers Guide 2024: 10 Top Takeaways

Tips for Holly, Jolly Customer Service This Holiday Season

How Genesys’s SVP of employee experience says being ‘HR for HR’ helps him better execute people strategy

Tech leaders discuss the importance of upskilling and diversifying the workforce on National Engineering Day

Agentic AI: 6 promising use cases for business

Conversational AI: Tackle Bias and Back Up Bots with the Human Touch

Reducing the Environmental Impact of Artificial Intelligence

AI transforms the employee experience

AI transforms the employee experience

Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown

Why Chatbots Are Failing Your Business and How Virtual Agents Will Save It

Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown

Beyond the AI Hype: Unlocking Real Value in CX

Building inclusion for visually impaired people with technology in the workplace

Genesys Delivers AI-Powered Self-Service Capabilities to 34 Million Healthcare Customers

The evolution of conversational AI through the human touch

What is contact center as a service (CCaaS)?

Enterprise hits and misses – enterprise AI has a ‘fear of messing up,’ and Amazon throws lighter fluid on the return-to-office debate

From AI FOMO to AI FOMU – and what to do about it

Genesys, Talkdesk, and Webex Among the ‘Launch Partners’ for Salesforce Foundations

Coca-Cola Bottlers’ Sales and Services Enhances Customer Service with Genesys Cloud

Genesys Report suggest 70% of CX leaders say AI is crucial, yet 34% agree their organisation has skills to adopt AI

Early Users React to the Genesys and Salesforce Unified CCaaS-CRM Solution

The Top Questions for Tech Leaders to Ask When Selecting an AI Solution

Salesforce and Genesys discuss CX strategy, coopetition

Dear CX Vendors, It’s Time to Stop Saying “Channel of Choice”

Genesys eyes Canada for growth

Genesys reduces emissions and strengthens AI ethics

Genesys Cloud Services to hold “Xperience Tokyo 2024” event for user companies

Productivity improvement achieved through cloud computing The key is “on-site” idea sharing measures

Sumo Energy lands 12-point increase in customer experience metric

Emerging AI use cases ideas from Western Sydney University

Genesys: Innovating with AI and Cloud to make CX Sustainable

Genesys report unveils universal and distinctive generational dynamics in Australian and New Zealand customer service

Auto Trader: Lessons in Integrating a New CCaaS Platform

Western Sydney University achieves 65 percent reduction in average call response time

The importance of The Salvation Army delivering empathy at scale through its call centres

New Genesys Sustainability Report Highlights More Than 10% Organic Reduction in Emissions Year over Year

Genesys to achieve over 10% emissions reduction by 2024

Genesys Sustainability Report

New Report reveals how to win over customers across generations

Personalization is the focus of the new customer experience journey

Genesys achieves more than 10% organic reduction in emissions

Genesys Channel Partners Aid in ‘Significant Shares of Sales’

David Norrie, new senior vice president of marketing at Genesys

Western Sydney University’s AI Integration: A Model for Government & Higher Education

What companies can learn from the AI ​​​​Act, DORA and GDPR

The new era of customer experience

Generative AI in the Contact Center: Transforming Workflows

Agent Assist: Use Cases, Benefits, & Providers

How generic products can be successfully marketed

CX All-Stars: Leaders Choose Their Business Heroes

AI Is Transforming Frontline Operations: 2 Key Change Management Tips

How Generational Dynamics Are Shifting Expectations and Experiences

CX All-Stars: Leaders Name Their Biggest Challenges of 2024

Ushering in a new era of AI-powered customer experience through Genesys Cloud

BE8 joins hands with PTT Digital to upgrade call centers, introducing Genesys Cloud CX system to develop comprehensive services

Workplace challenges for the visually-impaired – tech solutions to tackle a rising issue

Refuge’s contact centre moves to the cloud

How companies should prepare for the EU AI Act and DORA

Ushering in a new era of AI-powered customer experience through Genesys Cloud

Announcing initial services available in the AWS European Sovereign Cloud, backed by the full power of AWS

Building AI Experience Orchesteration Beyond Simple Contact Centers

Will AI Call Centers Replace Human Agents? Not Yet

Humania and Genesys join forces to guide the patient journey with technology and humanization

Personalisation, productivity, AI: how Western Sydney Uni’s call centre upgrade is helping transform student experiences and get teams to buy into change

How retailers can elevate customer experiences with AI integration

Genesys and Lighthouse Works Partner on Contact Center Solution for the Visually Impaired

6 Strategies To Alleviate Employees’ Fears Of AI In 2024

Exploring role of AI in Contact Centre as a Service industry in India

Genesys and Lighthouse Works Collaborate to Enhance Global Career Opportunities for the Blind and Visually Impaired

How Technology is Empowering the Visually Impaired With Employment Opportunities

CX Leaders and Data Analytics: Boosting Customer Retention

The Forrester Wave for Customer Journey Orchestration Platforms 2024: Top Takeaways

Genesys India’s Avanti Misra discusses key elements of a successful partner model

It’s time for a new era of customer experience

How Different Generations Feel About AI-Powered CX Bots

Genesys honours top APAC SaaS partners

Genesys sets up banks for a future of cloud-based AI assistance

3 ways AI can unlock human potential to build relationships

The Top Ten Contact Center Technologies & Capabilities of 2024 (So Far!)

Genesys Secures Its “Largest Ever” Standalone AI Deal, Reveals Significant CCaaS Growth

Digital Marketing Resources for our Partners – Avanti Misra, Genesys

Genesys Xperience – the genesis of a new Genesys?

Flying High with AI: Virgin Atlantic’s Customer Service Revolution

Three Ways the Human and AI Relationship Will Evolve

Genesys Adds AI Features to Improve Customer Experience

Genesys CEO talks about “The Ultimate 1to1”

Genesys Innovates with Salesforce and ServiceNow, Leads a New Era of CCaaS-CRM Convergence

Which companies were named Best Workplaces in Tech 2024?

ServiceNow’s Bold Gambit To Become The Platform Of Platforms

The Big Reveal: Genesys AI Experience

No Jitter Roll: Genesys Debuts New AI-powered ‘Xperiences,’ Glue Sports New Threads and Microsoft’s Going Places

Genesys Research Uncovers Cross-Generational Approval of AI in Customer Service

What’s New at Genesys?

Big CX News

Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent

Genesys debuts customer service GenAI, journey management

60% of Americans don’t want to hear AI bots say ‘Sorry’

New Genesys Report Finds Strong Interest in AI Across Generations

Transforming retail: AI strategies for enhanced customer engagement and security

Genesys & ServiceNow Pledge to Deliver a Unified Platform for CCaaS & CSM

Genesys, ServiceNow Target Channel with Joint AI Offer

Australian SMEs seek AI to combat customer churn

Telecom Company Swisscom Adopts Genesys Cloud AI Capabilities

Enterprise Customer Experience Management Platforms: A Marketer’s Guide

Australian businesses are betting on AI in the face of customer churn

Will AI replace customer service reps?

Let’s Talk: How to future-proof your business in 2024

Mauricio García-Cepeda, VP and general director for Mexico of Genesys: “The country is eager to consume cloud”

With AI, customer experience faces a new technological dilemma

Let’s Talk: How businesses are putting Generative AI to work

Making sure your conversational AI measures up

Insight, Genesys take AI research into third phase

Genesys patient cloud platform integrates with Epic

The Top Contact Center Vendors to Consider in 2024

The Top Conversational Intelligence Vendors for 2024

The Future of Collaboration Technology Requires Data Governance

Genesys and Salesforce Start to Onboard Customers for Their Joint CX Platform

How to improve the customer experience with Artificial Intelligence?

Harnessing advanced chat, custom GPTs and ethical AI for CX

There’s a Revolution Coming for the Modern CX Stack

Genesys and Epic partner for holistic patient experience

CCaaS Innovation Is Slowing Despite the GenAI Boom, Claims Juniper Research

Supporting All Talent to Thrive This Neurodiversity Week

Daniel Bailey, SVP & Regional Sales Leader EMEA, Genesys: “The world around brands is evolving faster than it ever has”

Genesys will deploy its Cloud platform in the AWS region in Mexico in 2025

Genesys appoints new General Director in Mexico

Why a ‘people-centric’ approach could be what your business needs to thrive

Here’s how Genesys is leading the way in transforming customer experience

These Are The Best Workplaces for Women in 2024

How will contact center operations change when generative AI is introduced?

7 tech jobs IT pros can use to help the environment

Avoiding AI Over-complexities in 2024

Customer Journey Orchestration: Features, Examples, & Predictions

The Top 4 Trends That HR Leaders Should Embrace In 2024

How Retailers Can Use AI to Improve Customer Experience and Build Trust

Genesys CEO outlines growth strategies and tech trends driving expansion in Saudi Arabia

AI and CX Lead the Way for Best of Enterprise Connect

The Best Customer Experience Analytics Tools for 2024

Enterprise Connect 2024 Announces Finalists for Best of Enterprise Connect Industry Awards

2024 State of AI in the Speech Technology Industry: GenAI-Fueled Speech Analytics Enable Real-Time Results

Unveiling our top customer feedback tools for SMEs

In 2024 AI Is Not Our Deus Ex Machina

What I Learned as CEO for a Day at a Global Tech Company

Making Marketing Better: How Values Are Disrupting Demographics

10 business sustainability trends for 2024

Keith Rabois on Miami, ‘pirate’ founders, and Stanford’s irrelevance to Silicon Valley

Genesys to Roll Up Radarr Technologies and “Unify CX Like Never Before”

Cultivating A Unique Brand Identity: How Independent Retailers Can Stand Out In A Crowded Market

What’s Coming in 2024: Voice for CX is Dying. Long Live Digital Engagement.

Big Data Industry Predictions for 2024

Experts Discuss HR & Future Of Work Predictions For 2024

‘May have had ugly, historical origins’: 10 words DE&I experts want ditched

Genesys Cloud Platform Authorized for StateRAMP Cybersecurity

Genesys Cloud Secures StateRAMP Approval, Unlocks AI-Powered Citizen Experiences

The Year That Was In: Customer Experience and Contact Center

Genesys Secures StateRAMP Authorization to Advance Government Services

Private banking and AI in 2024: best of friends?

15 Customer Experience Predictions For 2024

Corporate Activism, Social Responsibility, and Inclusivity in the Corporate Sector

The Hottest Workplace Trend Heading Into 2024: The Robots Are Invading

Genesys Celebrates Several New CCaaS Milestones

How insurtech is using artificial intelligence

5 CX Horizon Trends to Harness Today

Return-To-Work Policies Must Consider Employees’ Needs

Look beyond the horizon to gain a competitive CX advantage

Genesys CSO Bridgette McAdoo on transparency and building trust between NGOs and companies

CX is merging with AI and accelerating its evolution. The key to success is “EX”

eir ‘transforming’ Customer Experience with Genesys

Q&A: Enhancing the employee experience in the banking sector

Alorica Leverages Genesys AI to Map and Solve Customer Pain Points

10 New Channel Offerings: Cisco, Genesys, Aruba, More

Generative AI Can Help Deliver Exceptional CX

“CX Cloud from Genesys and Salesforce” is launching

CEOs defend corporate ‘purpose’ amid ESG backlash: ‘We can’t let purpose get rebranded into woke capitalism.’

Generative AI: The Topic of Conversation in UCaaS and CCaaS

Execs are rethinking how to weigh in on social issues in the face of economic headwinds

5 times APAC travel brands used tech to improve CX

NTT DATA UK&I collaborates with Genesys to transform customer experiences for eir Ireland

4 Tips For Seamlessly Integrating AI Partnerships Into Your Human-First Workflow

How data and large language models are revolutionising business interactions

Industry Analysts on the Downturn In CCaaS Growth & How Vendors Might React

New cloud on the block

For IT Purchasers, Defining AI Is the Start of a Journey

The Genesys-AWS Partnership Is Starting to Heat Up

5 Ways to Rein in Data Center Consumption in 2024

Flying Through the Turbulence

Genesys announces first Middle East Genesys Cloud region in the United Arab Emirates

Kore.ai Releases a Conversational IVR for the Genesys Cloud Platform

Embracing some negative character traits can help you succeed at work. Here’s how

What You Should Know About AI and Knowledge Management in the Contact Center

5 elements to maintaining consumer trust in today’s experience economy

AI Undergoes a Contact Center Expansion

20 Use Cases for Generative AI In Customer Service

A Look At How Genesys And Lighthouse Works Joined Forces To ‘Level The Playing Field’ For Every Blind Person

Customer service is getting worse—and so are customers

New AI-Enhanced Customer Experience and Relationship Solution by Genesys and Salesforce

Building the workplace of tomorrow

CUSTOMER Magazine Announces Recipients of the 2023 Customer Experience Innovation Awards

The CX Cloud from Genesys and Salesforce Is a Gamechanger. Here’s Why

One of Elon Musk’s favorite video games taught him the ‘life lesson’ that ‘empathy is not an asset.’ It’s the opposite of what most CEOs preach

Genesys Offers Cloud-Based Solutions and AI Tools To Help Banks Improve Customer Experience

Genesys and Salesforce Announce a Joint Platform for CCaaS and CRM

The Evolution And Future Of The HR Leader

National Domestic Violence Hotline Turns To Technology Collaboration To Modernize

The Genesys Cloud Platform Surpasses One Million Users

The Best Contact Center Infrastructure: The 2023 CRM Industry Leader Awards

Empowering Customer Experiences: Unleashing Generative AI for Personalized Engagement and Empathy

Schneider Electric relies on Genesys to transform its customer experience

Conversations in Collaboration: Genesys’ Brett Weigl on How Generative AI Can Assist Contact Centers

Employee Experience: New standards in measuring user experiences

The customer experience must enter a new era

Genesys offers workforce management tool to measure EX

3 essential truths to a responsible generative AI strategy

Lighthouse Works and Genesys Collab Generates 25% of New U.S. Jobs for Blind People

When he went blind, he worried he couldn’t be there for his daughter. Now, they work together.

Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2023

6 innovations around generative AI that punctuated the first half of 2023

Protecting data in the era of generative AI

10 Fascinating Enterprise Contact Center Solutions That Impress In Their Innovation

Is This the Beginning of the End for NPS?

Harnessing the power of experience orchestration

Experience Index: A New Way to Measure CX Journeys

The Need to Make the Best Customer Connections

GSG Elevates EX and CX With the Use of Workforce Engagement Management

Speech Analytics Can Help Steer Chatbot Interactions

Genesys Cloud gets FedRAMP certified for government use

Bridgette McAdoo, VP & Chief Sustainability Officer, Genesys – Episode 142

Genesys Cloud Bags FedRAMP Authorisation

The Need to Make the Best Customer Connections

Insurance Firms Are Changing, and Genesys Is Thinking Ahead

The Top 50 Women Leaders of Washington for 2023

Genesys Recognized as No. 1 Worldwide Growth Leader

Orchestrate the future

“We have sought to globalize our approach”

The G2 Enterprise Grid Report for Contact Center, Summer 2023: A Rundown

Rethink the CX tech stack to drive customer-led growth

When consumers raise the bar: Meeting high customer expectations in a tight economy

Genesys Unveils Its Experience Index, a New Approach to Measuring Customer Experiences

Genesys unveils expanded relationship with AWS and new Genesys Cloud innovations

What Smart Companies Know About Integrating AI

Unlocking the power of experience orchestration

Orchestrating exceptional CX

CX in the Public Sector Case Study: Genesys and Northern Beaches Council

Genesys Utilizes Generative AI to Create New Value for Customers

CX Customer Wins for Vonage, SAP Emarsys, Twilio, Concentrix Brazil, and Genesys

Sodexo BRS transforms its customer service around a common base

86% of Consumers Say a Company Is Only as Good as Its Service

AI-Enhanced Contact Center Platforms for World-Class Customer Service

Provide the Personalization Customers Actually Want

Genesys: How to eliminate bad customer experiences and build customer loyalty

Genesys Expands into the EX space

Genesys’ New AI-Powered Employee Experience Solution

19 digital marketing solutions to boost brand content and loyalty

Genesys Launches Employee Experience Platform

Automating the Right Knowledge to Deliver Great Customer Experiences 

Who Leads the Workforce Engagement Management Space? QKS Reveals Its Findings

Top Trends In Workforce Optimization – CX Today Roundtable

Commentary on the open letter on AI

AiThority Interview with Brett Weigl, SVP and GM, Digital, AI and Journey Analytics at Genesys

New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation

Unemployment rate grows, the rise of AI and the future of digital currencies

You Can Reward a Customer-Service Rep With a ‘Coffee,’ a ‘Spa Day’ or a ‘Goldfish’

How Focusing On Managers And Onboarding Can Improve Employee Retention

Lack of Personalization and Poor Experiences Crush Customer Loyalty, Report Reveals

“We live in an experience economy”

AI takes center stage in the future of contact centers

Call centers transformed at Sodexo for Benefits and Rewards Services

CEOs are facing uncertainty head-on

Genesys Launches New Service to Simplify Rapid CX Innovation for SMBs

Genesys Launches CX’s Genesys Cloud Satellite In Jakarta, Hong Kong, And Paris

Genesys Launches ‘Industry First’ Free CCaaS Trial

In search of low-cost, open, and energy-efficient generative AI

Genesys and Acqueon Join Forces to Help Businesses Drive Revenue and Compliance

12 Tips To Help Employers Offer The Best Salaries And Employee Benefits Packages

Adoption Of Cloud Technology From Genesys, Blibli Presents A Personalized Shopping Experience

Orchestrate Customer Experience: Genesys is the Conductor

The resolution revolution: Personal growth resolutions for every type of leader

Five ways AI can aid human connection and collaboration

Throw Out The Taboo: How To Have Honest, Transparent Salary Discussions

CX Travel Case Study: Genesys and SITA

Contact Centers, AI, Security Highlight Best of Enterprise Connect Finalists

From Bronze to Gold: Bridgette McAdoo’s Climate Success Story at Genesys

Women continue to scale new heights in tech leadership roles

15 ways smaller brands can infuse philanthropy with their mission

Contact centre trends for 2023 to reduce costs and deliver personalised experience

Investing in financial CX: The ROI of first-class customer experience in banking

Most Innovative CX Vendors to Watch in 2023

Genesys names CMO

7 Customer-Experience-Related Predictions For 2023

C-suite career advice: Eva Majercsik, Genesys

Disability Inclusion In The Workplace: Eric Thomas Of Genesys On How Businesses Make Accommodations For Customers and Employees Who Have a Disability

Your customer experience model has a problem—your employee experience is the solution

Customers want FIs to provide a more holistic experience

Genesys Reveals Investment In CX Strategies Needed From Banks

Virgin Atlantic reaches new heights with Genesys customer experience tech

Genesys named to Inc.’s Power Partner Awards

Humanization – fueling customer service today and in the future

Efficiency to empathy: Customer experience in cost-of living crisis

How do Contact Centres Use AI? Genesys Research Reveals All

How companies can communicate climate innovations to a skeptical public

The Key to Driving Progress in DE&I

Genesys says Cloud AI Experience helps businesses listen to and understand customers

Genesys says Cloud AI Experience helps businesses listen to and understand customers

Using AI to shape the future of patient experiences

Is the Net Promoter Score dead?

10 DEI Initiatives to Prioritize in the Workplace

Three Areas To Consider In Preparing For The Digital Operational Resilience Act (DORA)

3 Ways to Digitally Empower Your Customer Experience From Every Dimension

15 Essential Features Of A Tech Stack That Delivers A Great Customer Experience

Lessons We Can Learn From the Travel Industry’s Customer Service Woes

Achieving Functional Excellence

Empathy in Action: How to Deliver Great Customer Experiences at Scale with Tony Bates

AI chatbots don’t need to be sentient, they just need to work

Arianna Huffington’s Thrive teams up with Genesys to offer reset moments amid stressful times

Sustainability as a Matter of Corporate Strategy

Genesys brings more AI to boost customer service at contact centers

Contact center orchestration features on tap from Genesys

How a Culture of Empathy Can Enhance Your Company’s Bottom Line

How brands win with an IoT-enabled customer experience

Sales Leaders Push for Measuring What Matters

Required Reading: Putting Empathy in Action

Artificial Intelligence Is Not a Strategy. It Is a Customer Experience Accelerator

Arianna Huffington’s Thrive And Tech Giant Genesys Partner To Empathetically Help The Employee Burnout Crisis

To fight the Great Resignation, businesses need more empathy-driven innovation

Experience as a Service Through Empathetic Corporate Leadership with Tony Bates, CEO, Genesys

America’s Best Employers 2022: Methodology, Trends And What Makes A Top Employer

The cultural element that drives profitability

“Empathy in Action” Is the Essential Guidebook for Creating the Workplace of the Future

Designing Inclusive Contact Center Experiences

Looking to scale your business? Don’t forget this key ingredient.

Genesys CEO on the future of contact center tech

How to bring empathy to your customer experience strategy

Empathy In The Workplace Is Not Only Walking In Someone’s Shoes— It’s Understanding And Taking Action

Spreading Holiday Cheer To Employees Year-Round

Wesley Story Will Help Drive Experience As A Service At Genesys As CIO

How businesses can stand out this holiday shopping season

Genesys Gains $21 Billion Valuation in Latest Funding Round

How To Put Empathy Into Action In Your Customer Experience

Genesys, Google bolster contact center connections

Genesys bolsters partnership with Google Cloud to provide enhanced customer experiences

Genesys and Google Cloud partner to deliver next-generation contact center experiences

Genesys and Google Cloud partner to push multiple clouds to enterprises

Sustainable supply chains have big shoes to fill. Here’s how you can know your footprint.

Businesses will lead the charge to net zero

Innovating for the hybrid future of work

What Kind of CX Do Customers Really Want?

Genesys contact center cloud gets acquisition boost

Three Major Consumer Behavior Shifts Driving The Future Of Customer Experiences

Tips For Making Customer Interaction Data Actionable

8 Ways to Effectively Measure Your Customer Experience

How to Make Sure Remote Workers Aren’t Left Out

Expanding the Developer and Partner Ecosystem

Genesys on Conversational AI with VP, Product Marketing, Elcenora Martinez

How to Keep Your Team Motivated

Lessons from the pandemic can improve your customer experience

Customer Experience Defines Brand Success for Consumers Today

14 factors of consumer psychology every business leader should understand

Digital Customer Service Is Here to Stay, Genesys CEO Says at Xperience Event

Genesys Launches New Customer Engagement Platform

Genesys DX: Driving Digital Customer Engagement

5 Trends Driving the Essentials for Modern CX

Building The Foundation For Mental Wellness In The Workplace

15 leaders share secrets to creating an authentic brand that inspires connections

Joyce Kim of Genesys: 5 Things I Wish Someone Told Me Before I Became a C-Suite Executive

Delivering empathetic customer experiences will require us to move from fuzzy into action

AI player Genesys to buy Bold360 to enhance customer experience

How Eight CEOs Are Making Diversity Happen (Really)

Genesys Partners with Limitless

Vaccine Rollout: How AI Can Help

James Hinchcliffe IndyCar Hinchcliffe back with Andretti for full IndyCar season

5 Ways To Treat Your Loyal Customers as VIPs

Bay Area tech companies switch gears to help track COVID vaccine distribution

Tony Bates of Genesys: 5 Ways That Businesses Can Help Promote The Mental Wellness Of Their Employees

Adobe forges data partnerships for Experience Platform

N.Y. Health System Taps Genesys Cloud

TalkingHeadz Podcast with Tony Bates

Coronavirus poses an array of new legal risks for companies

To Deliver Better Customer Experience Brands Need To Develop An Empathetic Musculature

You’re Well Read — But Do You Read Well?

Helping Struggling Employees With the Challenges of Teleworking

The importance of personalized experience in CX

Best Practices for Flipping an In-Person Event Virtual

SugarCRM Acquires Node, Genesys Partners With Adobe and More News

Infosys, Genesys Launch Strategic Partnership

AWS Delivers AI Services for Contact Center Partners

Adobe Adds Data Governance to CDP, Oracle Updates Marketing, CX Offering & More News

Do Multicloud Platforms Improve Customer Experience? Genesys Debuts New Multicloud Capabilities

Genesys Multicloud CX Architecture Through Eyes of NTT Exec

Genesys Launches Engage Multicloud Architecture

Steering Your Startup Through Turbulence

How COVID-19 Conquered 3 Major Fears About Teleworking

5 Ways to Help Struggling Remote Employees Adjust

Genesys Integrates Teams

Long Live the Good Ole Telephone

What are your company’s recommendations for successful teleworking?

Businesses Choose Genesys Cloud for AI Innovations: Olivier Jouve

14 Benefits Companies May Glean By Migrating To The Cloud

Genesys Adds WEM Business Unit and New CMO

Genesys Taps Google and Microsoft Veteran Joyce Kim as New CMO

An Opportunity for Cultural Changes in the Contact Center

Winds Of Change: Five Predictions For Businesses In A Post-Crisis World

Will Virtual Contact Centers Go Mainstream? Industry Experts Weigh In

Genesys Recognised as one of India’s Best Workplaces in 2020

15 Tech Tools To Help Remote Workers Maintain Productivity

One nation, on hold

Maximus forms partnership to offer web-based contact centers

Speech Continues to Advance in the Contact Center

5 tips to foster remote employee engagement

Offices prep for new logistics when workers return

Peak.AI raises $12 million to bolster enterprise AI adoption

111 Free Tools to Help You Through the Coronavirus Pandemic

Free Software That Businesses, Schools And Others Can Use During The COVID-19 Crisis

Genesys Launches Rapid Response to Help Workforces During COVID-19

10 Ways to Work From Home

8 tips for success as a female developer

Hyperautomation: The most significant RPA trend of 2020

Personalisation: Has it moved from convenience to creepy?

Genesys to sponsor June IndyCar race at Texas

James Hinchcliffe lands 3 races with Andretti Autosport, including both May races at IMS

James Hinchcliffe to drive Indianapolis 500 for Andretti

Having AI & humans work in tandem to improve employee experiences feat. Josh Miramant & Joe Ciuffo

What Will Happen to Workplace Managers as AI Gains Traction?

How Continuous Intelligence Enhances Observability in DevOps

Striking the Right Balance in Customer Experience Design

‘Challenge accepted’: How James Hinchcliffe recovered from shocking break with Arrow McLaren SP

Managing Your Martech Stack in a World of Constant Flux

IndyCar 2020 hot topics: Can Genesys be Hinchcliffe’s savior?

James Hinchcliffe secures sponsorship for month of May

James Hinchcliffe will drive Indianapolis in May after partnering with Indy tech company

Five Innovative Ways to Improve Your Customer Experience

Van drivers use Ford VR training to steer clear of cyclists

Don’t Mess Up Messaging

Getting Ready To Join The Workforce: 13 Tips For High School And College Seniors

Looking For A Job In A Different State? Here’s How You Can Impress Your New Potential Boss

Breaking Through the Brand Awareness Bubble at the New Consumer

TechStyle Enhances Communication And Personalization With Cloud Platform

US consumers warming up to customer service chatbots but obstacles remain

A majority of consumers don’t plan to go to physical stores on Black Friday, survey shows

12 Dispute Mediation Techniques For Managers

5 tips on how to pick the right AI use cases

Survey: Black Friday could be challenging for retailers this year

Week in Review

Black Friday retail outlook is challenging

Survey: More Consumers Favor Black Friday Store Shopping

Seven Ways Formal Apprenticeships Translate Into Mentorships (And How HR Can Help)

When It Comes to Texting, Companies Need to Strike a Balance

Make Room for AI in Your Training Budgets in 2020

Home Is Where The Marketing Edge Is

Five Key Actions Companies Can Take To Make Internships More Efficient

Zoom announces major UC platform expansions

Employers aren’t worried about unethical AI, but maybe they should be

Zoom launches purpose built appliances for Zoom Room conferencing system

Inside Innovation: Genesys

It’s Not Really That Hard: Six Tips For Building A Better And More Diverse Team

It’s Not Really That Hard: Six Tips For Building A Better And More Diverse Team

HR pros, drivers are the most interested in receiving AR, VR training

Decoding Dialogflow: Fulfilling User Intents

Will Voice Transform Customer Journey Management in 2020 and Beyond?

11 Elements Businesses Should Consider For New Employee Onboarding

The Bifurcation of Genesys

Do Messaging Apps Fit Into the Workplace? Not Always Comfortably

10 Tips All Solopreneurs Should Follow When Tackling Human Resources

Reducing Employee Anxiety Over Artificial Intelligence

Are Predictive Analytics Trustworthy?

Spotted Workplace Discrimination? 10 Next Steps HR Professionals Should Take

Study Finds Few Workers Understand How AI Affects Them at Work

Pros and cons of RPA platforms vs. APIs

What does business casual even mean in 2019?

Inside a tech firm’s quest to bolster gender diversity

Can AI-powered CRM drive Empathy in Customer Experiences?

Former Seagate And MACOM Exec Pranab Sinha Named CIO Of Genesys

By 2022, employers expect AI to boost business efficiency

AI adoption: 40% of company leaders have ‘no hesitation’

Is ‘Professional Presence’ A Euphemism Meant To Discourage Diversity?

Rise of the Machines: Which Roles Will Be Replaced in 10 Years?

Striking the AI and Human Balance in Customer Experience

Powderkeg Tech Culture Awards Spotlight

Reducing Fear And Loathing Of AI In The Workplace

Companies must provide higher wages, child care help to get tax incentives, Mayor Hogsett says

Indy to Detail Economic Development ‘Roadmap’

Top Traits CMOs Look for When Hiring Marketing Talent

It’s Ok to Message Your Customers – but They’re Not Your Friends

MarTech RADAR 2019: Top 250 B2B Technology Companies You Should Follow

Google debuts better transcription, endless streaming, and more in Contact Center AI

7 Customer & Employee Experience Tactics to Implement at the Start

This Week In AI Stats: Up To 50% Failure Rate In 25% Of Enterprises Deploying AI

When it Comes to AI, Most U.S. Employees Think It’ll Look More Like WALL-E than Skynet

The AR Cloud’s Promise of Personalization & Productivity

Robots kill jobs. Will the Bay Area be better off for it?

Microsoft Teams reaches 13 million daily active users, introduces 4 new ways for teams to work better together

70% of US employees no longer fear AI

Merijn te Booij of Genesys: AI Will Not Only Allow for More Human Empathy, It Will Create It

What it takes to provide best-in-class customer experience

Agility, Speed Essential for Contact Center, Genesys Xperience Speakers Stress

Genesys Doubles Down on AI at Its Xperience Conference

Genesys Introduces Customer Engagement Platform

2019 Innovation Issue: Artificial intelligence is no longer science fiction

How to Empower Agents to Become Super Agents

How Genesys Is Personalizing Call Center Interactions

Genesys Taps Former Cisco, Microsoft, Skype Exec as CEO

PE-backed Genesys names Bates as CEO

Google’s AI Presence Grows in the Contact Center

Is ‘Professional Presence’ A Euphemism Meant To Discourage Diversity?

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Adobe, Microsoft, and SAP Expand the Open Data Initiative

Data visualization via VR and AR: How we’ll interact with tomorrow’s data

Genesys’ PureCloud Boosts Company Nurse Service: A CRM Service Elite Customer Case Study

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Modern Times: AI and the Future Contact Center Employee

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

Diversity and Inclusion: Eating the Elephant

Chatbots in the Contact Center

Microsoft mixed reality software comes to smartphones

This is how you keep your most ambitious employees from leaving

AI, Automation Poised to Make Big Impact on Mobility, Remote Work

Are Your Customer Experience KPIs Fit for Today?

This Month in Telecom: January 2019

Assessing Multi-Touch Attribution’s value: Is it worth the effort?

AI in the Workplace: We’re Measuring the Wrong Things

Making Connections: Genesys Helps Businesses of All Sizes Employ CX as a Competitive Business Differentiator

Q&A with Genesys: on the New Features, Capabilities, and the Rapid Growth of Genesys PureCloud

5 UC Trends that Drove Headlines in 2018

Bringing Augmented Reality into the Workplace

These Are the 50 Best Places in America for Starting a Business

Meet Customers with Messaging

Genesys Moves to AI-Powered Journey Optimization

Genesys, Cloud Believers

How Customer Relationship and Digital Workplace Can Pull Together

Mr. Porter’s Holiday Chatbot Delivers Men’s Gift Guidance

Loyalty360 Reads: December 5th, 2018

4 Ways to Ward Off Toxic Workplace Culture

ROI Felt As Companies Implement Customer-Facing AI

More People Than Ever Will Do Their Black Friday Shopping Online — Are You One of Them?

More People Than Ever Will Do Their Black Friday Shopping Online — Are You One of Them?

In Time For Thanksgiving, Butterball Hotline Turkey Experts Can Be Reached Through Amazon Alexa

Thanksgiving Day Woes Disappear With Butterball Turkey Talk-Line

Galway Wins Huge 200-Job Artificial Intelligence Centre

Where AI Customer Experience Investments Are Paying Off

90% of Firms Already Using AI to Boost Customer Experience and Increase Revenue

Revamp Performance Reviews to Strengthen the Employee Experience

75% of Consumers Say Humans Still Provide Most Effective Customer Service; 1 in 8 Hate Chatbots

The Butterball Turkey Talk-Line Gets New Trimmings for 2018

Black Friday Doldrums: Why U.S. Consumers Are Shopping From Home

Genesys CEO Stresses Career Variety as Path to Success (Video)

No Jitter Roll: Five for Friday

Genesys Improves Workforce Management Software with AI

Genesys Introduces AI-Powered Automation for Workforce Optimization

Genesys Introduces Automated Forecasting and Scheduling

New Research Finds Only 12.5% of US Consumers Actually Hate Chatbots

Customer Service Can Make or Break a Company’s Reputation

AI in Customer Service, and Augmenting Humans is the Opportunity

Bots Low Down the List for Consumer Frustrations

The Customer Experience Advantage Of Artificial Intelligence In The Cloud

Genesys Offers Voicebots and Chatbots for Omnichannel Customer Engagement

8 Augmented Reality Companies Changing the Digital Workplace

3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers

Customer Experience Measurement: Back to Basics

Hen House Ventures Facilitates Launch of New Technology From Pointel

Volkswagen Trade Parts Specialists (TPS) Chooses G3 Comms for Cloud-Based Overhaul of UK Centres

Understanding The Difference Between Employee Experience And Engagement

Sumo Logic Breaks Security Data Silos with Cloud SIEM

Contextual Conversations: The Software Innovation Improving Customer Support

7 Secrets to Predictive Analytics Success

What Are Behavioral Biometrics and How Do They Fit Into Marketing?

The Privacy Paradox: The Right to Be Forgotten, But the Wish to Be Remembered

10 Questions Machine Learning Engineers Can Expect in a Job Interview

Crisis Services Canada Wins a DTA for Using Rogers Tech to Prevent Suicides

Google Contact Center AI makes early inroads in industry

How to Identify a High-Performing Tech Job Candidate: 5 Traits

Google Next 2018: A deeper dive on AI and machine learning advances

Genesys is Offering the First ‘Fully Integrated’ Use of Google Contact Center AI

Google Promises to Revolutionize AI Tools, ZoomInfo Names CEO, More CX News

How AI Will Transform Customer Service

Google Cloud Next 2018 Review – Event Roundup

The Future of Customer Service

Genesys Integrates with Google Cloud Contact Center AI

Vendors Race to Adopt Google Contact Center AI

At Google Next, New A.I. and Build Tools Automate the Future

Google Releases Contact Center AI

Genesys Readies Smart Bots for Google Cloud

Google’s Human-Sounding AI to Answer Calls at Contact Centers

Google Clouds Enterprise Communications

KPMG Jumps Onto the Bot Train with Google Cloud Implementation

Meet the Channel: Genesys CEO Paul Segre Says Look to Different Markets to Survive Change

Cloud Next 18 – Google Moves Up the AI Stack into Enterprise Apps

Five Critical Requirements for Customer Experience in an Ultra-Connected Era

Using Next Generation Contact Center Technology to Provide Suicide Prevention and Support – Roberta Fox Talks About Canada Suicide Prevention Service

When Bots Fail, So Do Brands

Are Senior Managers Out of Touch With Workers’ Digital Needs?

Self-Service and Assisted Service: Putting It All Together

The myths around AI, as explained at the Toronto Tech Summit

Solutions Address GDPR Call Center Compliance

Security Central: Time’s Up! GDPR Is Finally Here

Genesys Makes PureCloud GDPR-Compliant

Artificial Intelligence, Real Impact

Avaya cloud revenue grows, but profitability remains elusive

Will Your Customers Come Back? 4 Ways to Tell

The Promise of AI and the Plague of Silos, A Q&A with Genesys CEO Paul Segre

Genesys Maps Out Development Path

Genesys18: ‘AI Is Changing Everything We Do’

Genesys18: Introducing AI-Powered Predictive Routing

Genesys Delivers Predictive Routing

In financial services, KM is a plus

10 Leaders in Fast-Changing Omnichannel Contact Center Sector

CEO Paul Segre Takes the Acquisition Track to Keep Pace with Evolving Contact Center Industry

Sunny Forecast for Cloud-Based Contact Centers (Page 18)

Speech Developer Platforms: Reshaping the Market By Mimicking App Stores

Intelligent Systems: AI Enhances CRM Software

AI and the User Experience: Current and Future Uses for AI within CRM

Genesys Bought Altocloud Because AI is the Future

Tech firm donates $50K for Hogsett’s youth employment project

Cloud contact center benefits include simplicity, integrations

The Step-by-Step Guide to a Successful Voice of The Customer Program

Genesys Acquires Altocloud Sales Analytics for Contact Center Cloud

Today’s Channel Rundown – 27 February 2018

Genesys Chooses Altocloud as Next Strategic Acquisition

What Will Genesys Roll Up Into Its Business Next?

Why It’s Virtually Certain Augmented Reality Will Go Mainstream in 2018

Why Augmented Reality Will Be Your Next Customer Channel

Companies Stand Out with Organizational Excellence

Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand

2017, Natural Disasters, and the Future of Communication

How Data Drives the Extended IBM-Salesforce Partnership

3 Powerful Ways Augmented Reality Is Disrupting the Customer Journey

Technology Is A Driving Force In Indiana

Coming Soon to a Contact Center Near You!

Genesys Sees Subscription Pricing as Step to Cloud

When Silence is Golden: Improving Customer Service with Speech Analytics

New Genesys Offering Gives Partners Deployment & Billing Flexibility

Genesys Selects Dr. Peter Graf as New Chief Product Officer

Service at a Premium

39 Ways AR Can Change The World In The Next Five Years

Move Over, Voice: Holograms are the Next User Interface

Why Are Companies Investing in Customer Retention?

Genesys Unveils New PureCloud-Amazon Lex Integration

The Biggest VoIP & UC Vendor Acquisitions in 2017

Marketing Technology 2018: 350 Marketers, CEOs, And Influencers Predict The Future

CEOs celebrate holidays by giving to those in need

Managing Real-Time Customer Communications In A Crisis

The 10 Most Innovative Cloud Communication Products of 2017

Google Cloud’s Expanded MSP Program ‘Good News’ for the Channel

Do Customer Service Chatbots Need to Pass the Turing Test?

Will Avaya’s Emergence from Chapter 11 Come Too Late to Save It?

Friend or Foe: AI and Customer Service

Third-party E911 Services Expand Call Management Tools

AWS Gives Alexa a Voice for Your Business

This Month in Telecom: November 2017

Avaya Gets Court Approval for Restructuring Plan, Sets Stage to Exit Chapter 11 by Year-End

New AI Tool Distinguishes Between What Customers Say and What They Mean

10 Red-Hot Products From AWS re:Invent 2017

Top Contact Center Acquisitions of 2017

Genesys Expands Its Global Resellers Program

18 Traits of Successful Tech Leaders

Effectively Incorporating AI Into Marketing and Sales

(Part 3) Thought Leaders in Artificial Intelligence: Christopher Connolly, VP of Solutions Strategy

(Part 2) Thought Leaders in Artificial Intelligence: Christopher Connolly, VP of Solutions Strategy

(Part 1) Thought Leaders in Artificial Intelligence: Christopher Connolly, VP of Solutions Strategy

Guest Blog: Assistive AI for Real Work

91% of top companies use AI to boost customer service, improve branding

AI in Marketing

Bots for customer service: charge ’em up or power ’em down?

How Alexa can benefit your company

The Impact of AI on Modern Marketing, Part IV: 13 Realistic AI Outcomes Marketers Can Expect

Transat Soars and Saves with New Contact Centre Operations

2017 Cloud Partner Programs Guide – Genesys

Creating Dynamic Customer Experiences with PureCloud by Genesys

The Homework Hotline Aces Its Assignments with PureCloud

2017 Network Connectivity Partner Programs

Business Intelligence and Analytics

Closing the CX Gap

Mistakes You Can Avoid in Collection Software

Genesys to Bring Augmented Reality to Contact Centers as Part of ‘Tech Disruption’

Customer Service Needs to Expand Across Channels, A Q&A With Genesys CEO Paul Segre

With Apple’s Business Chat, users can schedule appointments and process payments in iMessage

Apple Launches Business Chat in iOS 11 Developer Preview

​Red Hat supports NFS in Ceph Storage 2.3

Genesys Differentiates with Blended AI Approach

Workforce Management in the Omnichannel Age

Now Is the Workforce of Our Discontent

Genesys leader: ‘We’re going to start growing again in Indianapolis’

Genesys17: Executives Outline the Road Map for Its Customer Experience Suite

Genesys17: Genesys Unveils the G-NINE Innovation Framework

Genesys Launches G-Nine CX Framework

Genesys Unveils New Customer Engagement Model

Welcome to the Brave New World of IoT-Powered CX

Calling All Contact Centers

Guest Blog: Don’t Waste My Precious Time

Voice Design Tools Get a Redesign of Their Own

2017 Best Places to Work in the Bay Area – Genesys

CRN 2017 Partner Program Guide – Genesys

Genesys Expands Customer Experience Product Portfolio

Three Ways Travel and Hospitality Contact Centers Can Localize the Customer Experience

AI in Service: What Happens When 1+1=3?

Thou Shalt Not Commit the 7 Deadly Chatbot Sins in the Enterprise

Genesys Announces New Customer Experience Solutions

The 2017 CRM Service Leaders: Interactive Voice Response

The 2017 CRM Service Leaders: Contact Center Infrastructure

10 Unified Communications Products Set To Be Unveiled At Enterprise Connect 2017

Industry Research: India Is Second Highest in IoT-Enabled Customer Maturity

Permira’s Brian Ruder on Private Equity’s Attraction to Tech — and Where He’s Shopping Now

A Blended Approach Is Best When It Comes to AI in the Contact Centre

Permira’s Valley Pioneers Chart Path to $4.2 Billion Dealmakers

Genesys Flexes Its Acquisition Muscles

People on the Move: Larry Katz

Genesys Appoints Larry Katz as the Chief Financial Officer

To Be an Experience Business Requires Organizational and Cultural Shifts

Customer Experience Has Evolved Thanks to IoT – The Time Is Now for Contact Centers to Take Charge

Future-Proofing Customer Engagement Infrastructure

Top 100 Sales Operations and Enablement Executives

Why PE Investment in Tech Is on the Rise

Experts Share the Top Big Data Trends for 2017

A Look Ahead: 17 on ’17 (Part 4)

How Indianapolis, Long Known as a Manufacturing Center, Is Luring Tech Talent

IoT and Hospitality: The Evolution of Customer Contact

Interview with Genesys CMO, Merijn te Booij

Millennials Have Raised the Bar for Customer Experience – and Everyone Is Benefiting

Top Contact Center Stories of 2016

Ecosystem of Ethics

Millennials Drive New Order of Customer Experience

3 big trends for AI in 2017

IT Briefcase Exclusive Interview: Contact Center and the Cloud

The New Genesys: Juggling AWS and Azure

Chatbots, Internet of Things Emerging Topics for Loyalty Industry in 2017

A Startup’s Secret Sauce: Customer Experience

Election Protection helps voters with call center technology

Digital Transformation: Tangerine Banks On It

Delivering omnichannel experiences that create memorable relationships

Genesys Acquires Interactive Intelligence

Two for Two: Genesys to Buy Interactive Intelligence

Contact center giant Genesys buys rival Interactive Intelligence for $1.4B

Call-Center Software Providers Genesys, Interactive Intelligence to Merge

Contact center company Genesys to buy Interactive Intelligence

Genesys to Buy Interactive Intelligence in $1.4 Billion Deal

Genesys buys rival software firm Interactive Intelligence for $1.4 billion

Interactive Intelligence (ININ) Stock Pops on $1.4 Billion Genesys Deal

Genesys to acquire Interactive Intelligence in deal valued at about $1.4 billion

Genesys To Acquire Contact Center Rival Interactive Intelligence For $1.4 Billion

Genesys Grabs at Global Scale with $1.4B Interactive Intelligence Buy

Genesys snaps up competitor, Interactive Intelligence, for $1.4 billion

Q&A: Genesys CEO Dishes on Interactive Intelligence Buy

The Storm Behind the Cloud: Ushering in the Next Era of Innovation

Genesys’ AppFoundry and DevFoundry Are Innovation Springboards

Why is automated phone help so bad?

AppFoundry & DevFoundry accelerate customer experience for Genesys

Genesys: The Best Is Yet to Come

Why Personalization Is A Must For The Mobile Customer Experience

Contact Center Tech Specialist Genesys Adds Minority Investor

Creating happy journeys for the customers

Five technologies that will transform customer service in five years: Forrester

Generation Z – Why They Think And Behave Differently

Chat Bots Are Cool, But Will They Replace Humans?

Digital is Critical to Omnichannel Success

5 Tools to Enhance your Customer Experience

Genesys targets midmarket with Genesys Business Edition

Genesys Named Leader In 2016 Gartner Magic Quadrant

Genesys Named a Leader for the Eighth Consecutive Year

Why omnichannel engagement centre solutions deliver ROI for businesses

So You Think You’re Omnichannel? Read This

It’s Not Too Late to Improve the Contact Center

The Strategic Need to Improve Customer Experience in Enterprise IT

The Human Element Still Has Merit

Genesys enhances partner activity in A/NZ

How proactive chat and digital overhaul is helping this financial services company convert customers

10 Best Companies to Sell For in 2016

The Uberization of the Call Center Workforce

Recruiting Strategies for a Tight Talent Market

M&C Associates and Genesys Enter Partnership to Deliver Omnichannel CX

Intrarom and Genesys receive The Best Technology Solution Provider for Banking Sector Award

Top Three Developments in Customer Experience

State of Michigan taps into tech for better CX, worker productivity

How Customer Experience Technology Helped the State of Michigan’s Department of Human Services

The Internet of Things

General Dynamics Launches Customer Experience Platform