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06/12/2024 Genesys Announces Strong First Quarter Fiscal Year 2025 Business Momentum Genesys Cloud continued substantial growth, surpassing $1.5 billion ARR for the quarter Genesys®, a global cloud leader in AI-powered experience orchestration, today reported the results for the first quarter of its fiscal year 2025 (Feb. 1 – April 30, 2024). On the heels of a company record-setting fiscal year 2024, the Genesys Cloud™ platform continued its strong momentum, exceeding $1.5 billion annual recurring revenuei for the first quarter, growing more than 40% year-over-year. Notably, Genesys Cloud new bookings from standalone AI products were up over 2X year-over-year in the first quarter, including its largest ever seven-figure AI annual contract value (ACV) win as part of a large customer experience (CX) transformation with a community service and wellbeing organisation. As of the end of the first quarter, more than 40% of nearly 6,000 Genesys Cloud customers, including Coca-Cola Bottlers’ Sales and Services (CCBSS), PureGym, Beyond Bank and many more, are using the platform’s AI capabilities to deliver loyalty-building, highly personalised experiences for their customers and employees. Customer demand for the Genesys Cloud platform’s best-in-class AI — spanning conversational, predictive and generative capabilities — has been driven by the company’s consistent delivery of innovations to help businesses address real problems and drive results. This pace of innovation has been fuelled in part by a more than $300 million investment in Genesys Cloud research and development during the 12-month period that ended April 30, 2024. “This strong first quarter continued our impressive track record of growth as we make bold moves to help our customers achieve increased loyalty and revenue,” said Tony Bates, chairman and CEO of Genesys. “Through Genesys Cloud and our industry-leading AI, we’re paving the way for a future where universal orchestration can transcend customer-facing activities across the front and back offices, enabling organisations to reimagine the contact centre, customer and employee experiences, and their business overall. With our unmatched experience orchestration capabilities and clear vision forward, our customers have confidence that Genesys will prepare them for a new era of AI.” First Quarter Fiscal Year 2025 Business Highlights The average number of unique agents for each of the top 50 Genesys Cloud customers increased to nearly 10,500, a more than 20% increase year-over-year. Genesys had strong profitability during the quarter, continuing to deliver high 20s Adjusted EBITDAii Genesys sustainability practices helped influence more than $55 million in new and sustained business during the first quarter. An average of more than 54.5 million conversationsiii were orchestrated daily on the Genesys Cloud platform, reaching nearly 5 billion total conversations during the quarter, a 60% year-over-year increase. The number of words transcribed by Genesys Cloud Speech and Text Analytics surpassed 1 trillion during the 12-month period that ended April 30, 2024. Genesys continued to deliver on its reputation for reliability with an uptime of 99.999%, equivalent to less than 90 seconds of downtime for the entire Genesys Cloud platform during the quarter. Following the completion of the acquisition of Radarr Technologies, Genesys has made Radarr public social media capabilities available on the Genesys AppFoundry® Marketplace, giving organisations deeper customer insights and new channels in which to engage. Genesys was recognised as a Leader in the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessmentiv for the expansive conversational and generative AI capabilities of Genesys Cloud AI. Genesys continues to foster a strong sense of inclusion across its global workforce, achieving a score in the high 80s for employees’ feelings of belonging within the organisation. Innovating for the Future Focused on helping companies transform how they do business now and in the future, Genesys continues to deliver innovation that enables customers to drive more value from Genesys Cloud. Continuing the success of a strong first quarter, the company announced significant new capabilities, collaborations and milestones in May 2024, including: The launch of Genesys Copilots, Virtual Agents, a Modern Agent Desktop and Empathy Detection for Genesys Cloud to empower organisations to unleash the next era of customer experiences, grounded in a strong AI-human partnership. The availability of native journey management capabilities to the platform, an integral element for companies to deliver AI-powered experience orchestration. Most recently, Genesys and ServiceNow announced a strategic partnership and unveiled Unified Experience, a turnkey, AI-powered solution, making it easier for organisations to further transform customer and employee experiences through native integration between the Genesys Cloud platform and ServiceNow Customer Service Management. Committed to contributing to a better future for the planet by helping organisations innovate with a sustainable AI-powered platform, Genesys announced that the operations of Genesys Cloud are now carbon neutralv— a milestone achieved in part by the company’s expansion of customer access to more energy-efficient cloud services through use of Amazon Web Services (AWS) and investment in carbon credits with Rubicon Carbon to cover residual emissions. Delivering the Future of Experiences Around the World Genesys Cloud is recognised around the world for its innovative AI, automation and digital technologies, as highlighted by its extensive recognition by G2 as a Leader for Enterprise Contact Cent across North America, Latin America, Europe and Asia based on authentic, timely reviews from real users. Available in 20 AWS Regions, the Genesys Cloud platform is well positioned to enable organisations of all sizes around the world to scale their customer experiences. Globally, Genesys continued to gain momentum across various industries during the quarter, including over 65% year-over-year revenue growth from the healthcare sector, over 50% year-over-year revenue growth from the retail sector and nearly 50% year-over-year revenue growth from the financial services sector. Highlighted new and expanded customers include: Asia Pacific Carnival Japan, the world’s most iconic cruise brand, operates as the Japan office for Princess Cruises. It has implemented Genesys Cloud in its contact centres to significantly enhance the customer experience by providing robust support for cruise booking and inquiries related to cruise applications. Western Sydney University (WSU), one of Australia’s leading higher learning institutions, ranked in the top 250 universities globally and the Genesys CX Achiever 2024 winner, tapped Genesys Cloud AI-powered experience orchestration capabilities to improve the number of touchpoints with its students through messaging, SMS and WhatsApp channels. It improved its voice abandonment rates by 90% and achieved a 65% improvement in average speed of answer, leading to more positive and seamless student experiences. Kiwibank, the largest New Zealand-owned bank, and the winner of Genesys CX Innovator Award 2024, deployed a Genesys voicebot to achieve a 28% decrease in abandonment rates, while improving business efficiency by automatically routing queries requiring escalation to the right agent for resolution. By implementing Genesys Cloud AI capabilities, Kiwibank improved its digital and voice-based self-service. It implemented the Genesys voicebot within four months and witnessed a 19% reduction in average handle time and a 27% decrease in transfer rates. Beyond Bank, one of the largest customer-owned banks in Australia serving over 300,000 customers, adopted the Genesys Cloud AI-powered experience orchestration platform to revolutionise its employee and customer experiences, resulting in bank agents being trained 50% faster and improvements in customer satisfaction scores. After activating Genesys Cloud AI functionality, handle times decreased by 13% using Genesys Cloud Predictive Routing and a conversational AI chatbot is now able to handle 60% of incoming chats. North America Instacart, the leading grocery technology company in North America, was looking for a solution to deliver faster and more personalised customer experiences at scale. With Genesys Cloud AI-powered solutions and CX Cloud from Genesys and Salesforce, Instacart can now transform its agent experience with data and AI capabilities, including Genesys Cloud Predictive Engagement, Genesys Cloud Agent CoPilot and Automated Knowledge Surfacing. The Trevor Project, the leading 24/7 suicide prevention organisation for LGBTQ+ young people who are experiencing a mental health crisis, needed a solution to scale for the needs of more than 500,000 yearly digital and voice interactions, as well as better efficiencies for its more than 3,000 counsellors. Within the first two weeks of deploying AI-powered Genesys Cloud Workforce Engagement Management, The Trevor Project saved each supervisor around two hours of work a day by eliminating administrative manual tasks. Latin America Santander Brazil, the third largest private bank in the Brazilian financial system, needed a solution to help improve experiences for its approximately 66 million customers and more than 10,000 agents. By contracting Genesys Cloud, Santander Brazil will move from an on-premises contact centre — without omnichannel — to a cloud-based platform that will provide a significant improvement for both the customer and agent experience. Europe, the Middle East and Africa Almosafer, the leading travel and tourism group from Saudi Arabia, evolved from its legacy solutions onto the all-in-one Genesys Cloud platform. The company saw positive results in a reduction of lead time, an increase in cross-sales, operational efficiency and an increase in agent productivity. With its vision to bridge the gap between traditional automotive retail and the digital demands of today, LKQ Euro Car Parts — a leading UK distributor and car maintenance provider with over 280 branches — evolved its telephony system operations to Genesys Cloud. LKQ Euro Car Parts is now using Genesys Cloud across multiple channels, such as voice and WhatsApp, to deliver a more seamless customer experience. Learn more about how Genesys innovations are transforming the way organisations engage with customers and employees here. iAnnual Recurring Revenue (ARR) is defined as Genesys Cloud quarterly revenue multiplied by four iiAdjusted EBITDA represents Earnings before Interest, Taxes, Depreciation & Amortisation, plus other adjustments such as one-time expenses, restructuring charges and stock-based compensation expense iiiA conversation is the end-to-end discussion between two or more participants across at least one media type, such as, call, chat, or email. ivIDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc #US51955724, March 2024 vGenesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge (i.e., telephony hardware) devices. Genesys plans to apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for the operations of Genesys Cloud. About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit  www.genesys.com/en-sg. ©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media Contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

05/30/2024 Genesys Honours top SaaS Partners at its annual APAC Partner Conference 2024 Recognition highlights the power of the partner ecosystem in championing experience orchestration excellence and driving customer-centric value Australia Partner of the Year: Telstra Limited New Zealand Partner of the Year: Spark NZ APAC Partner of the Year: NTT DATA, Inc. CX Evolution - APAC Partner of the Year: One NZ AI & Digital APAC Partner of the Year: Nexon Asia Pacific Genesys®, a global cloud leader in AI-powered experience orchestration, held its 9th annual  APAC Partner Conference and Awards in Bangkok to recognise its SaaS partners for excelling in delivering cloud and AI-driven solutions that elevate customer and employee experiences across the region. This year's theme, "Accelerate as One" reflects the commitment of Genesys to advance the future in unison with its partners, navigating and succeeding together in a rapidly changing SaaS ecosystem. Genesys collaborates strategically with its partners to realise a singular vision where customer and employee experiences seamlessly transform into immediate realities through the all-in-one platform, Genesys Cloud™. In recognition of partner accomplishments during the company’s fiscal year 2024 (Feb. 1, 2023 - Jan 31, 2024), NTT DATA, Inc. was honoured as ‘APAC Partner of the Year’, Telstra Limited as ‘Australia Partner of the Year’, Nexon Asia Pacific as ‘AI & Digital APAC Partner of the Year’, Spark NZ as ‘New Zealand Partner of the Year’ and One NZ as ‘CX Evolution - APAC Partner of the Year’. George Aprane, Vice President, Partners & Alliances APAC, Genesys said, “Our SaaS partner community is the cornerstone of delivering our Experience as a Service vision in the market, with a singular focus on personalised customer experiences. We applaud our partner community for their contributions to industry leadership, profitability, and business growth, which are integral to our shared success. We celebrate this strategic partnership and the pivotal role of partners in piloting accelerated digital transformation for businesses of all sizes, industries, and geographies. With a razor-sharp focus on customer-centric value, we strive to orchestrate experiences for customers and businesses by driving fast-paced innovations, scalable growth and enhanced partner value.” “Receiving the widely recognised APAC Partner of the Year award by Genesys, an industry leader in AI-powered experience orchestration, is a validation of our ongoing commitment to deliver cost-competitive, top-quality services to businesses in the region. We stay committed to our vision of offering the best-in-class optimised, omnichannel solutions in collaboration with Genesys and will continue pushing boundaries and setting new standards of excellence in the industry,” said John Lombard, Chief Executive Officer, Asia Pacific, NTT DATA, Inc.   Genesys reported a record-setting fiscal year 2024 (Feb. 1, 2023–Jan. 31, 2024) and achieved the highest new annual contract value (ACV) bookings in the company’s history during the fourth quarter. Additionally, the Genesys Cloud™ platform closed the quarter with an approximate annual recurring revenue of $1.4 billioni, growing approximately 45% year-over-year.  Throughout the fiscal year, nearly 750 new customers adopted the Genesys Cloud platform integrated with turnkey AI to deliver personalised experiences at scale. Genesys APAC Partner Award Winners for Fiscal Year 2024: CX Evolution - APAC Partner of the Year: One NZ Marketing Impact APAC Partner of the Year: ITOCHU Techno-Solutions Corporation AI & Digital APAC Partner of the Year: Nexon Asia Pacific APAC Partner of the Year: NTT DATA, Inc. ASEAN Partner of the Year: NTT DATA (Thailand) Limited Australia Partner of the Year: Telstra Limited Greater China Partner of the Year: Continuous Technologies International Limited India Partner of the Year: Tata Communications Limited Japan Partner of the Year: Fujitsu Limited Korea Partner of the Year: GS Neotek New Zealand Partner of the Year: Spark NZ Significant Win of the Year: BT Singapore Pte Ltd. Strategic Alliance Partner Award: Trends and Technologies Inc. i Annual Recurring Revenue (ARR) is defined as Genesys Cloud quarterly revenue multiplied by four About Genesys  Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit https://www.genesys.com/en-sg.   Media Contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

05/15/2024 Genesys Accelerates the Future of Personalised AI-Powered Experiences at Xperience 2024 Genesys expands automation, analytics and conversational intelligence across the Genesys Cloud platform with new Copilots, Virtual Agents, Empathy Detection and Modern Agent Workspace New native Genesys Cloud Journey Management capabilities provide deeper insights and control for AI-driven customer experiences Virgin Atlantic Airways, Modivcare, Kiwibank, National Domestic Violence Hotline, NetApp, Bancolombia, Western Sydney University and Zurich Switzerland announced as Genesys Customer Innovation Awards winners Today at Xperience 2024 — the customer experience (CX) event of the year — Genesys® unveiled multiple innovations to accelerate the impact of AI, empowering organisations to scale end-to-end personalisation, elevate employee performance and drive continuous optimisation. As a global leader in AI-powered experience orchestration, the company’s expanded capabilities further strengthen the Genesys Cloud™ event data platform, helping organisations deliver more contextual conversations and manage customer journeys fuelled by deeper insights, conversational intelligence and analytics. From navigating AI hype, a difficult economy and declining consumer loyalty, among other challenges, it’s increasingly complex to be a business leader. Genesys is combining the power of generative, conversational and predictive AI across Genesys Cloud to pave the way for organisations to improve customer and employee relationships and unlock business value in the contact centre and beyond. Genesys Cloud innovations will enable organisations to deliver the next era of experiences driven by a stronger AI-human partnership. This comes to life through expanded Genesys Cloud AI capabilities announced today that enhance how businesses interact with customers, boost employee efficiency and effectiveness, and unlock deeper automation and analytics. Additionally, Genesys Cloud now includes native Journey Management, helping organisations to build, monitor and visualise customer interactions and use those insights to maximise the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. With new levels of understanding, it’s now easier for organisations to fine-tune customer journeys into more personalised experiences across every touchpoint. “AI is rapidly accelerating the future of customer engagement into orchestrated, fluid experiences that become true business differentiators,” said Tony Bates, Genesys Chairman and CEO. “With the transformative power of Genesys Cloud, its pervasive AI capabilities and global reach, we believe no one is positioned better than Genesys to usher in the future, today.” Genesys Cloud AI Innovations  Customer adoption of Genesys Cloud AI continues to accelerate, with annual recurring revenue (ARR) for AI capabilities reaching approximately $100 million in the fourth quarter of fiscal year 2024[1]. Today more than 40% of Genesys Cloud customers are using the platform’s AI capabilities. This is highlighted by a more than 4X increase in automatic summaries generated in the first quarter of fiscal year 2025 in comparison to the prior quarter; 5X growth in customer conversations orchestrated by predictive routing in the last 12 months; and one-third of its customers now use speech and text analytic capabilities from Genesys Cloud Workforce Engagement Management. The latest AI capabilities for Genesys Cloud will continue to propel organisations by helping them harness deeper insights to enhance customer loyalty by improving self- and assisted-service experiences while boosting employee performance and productivity. Copilots support employees in real time via large language model-based automated assistants for agents, available now, with supervisors and administrators coming soon. Virtual Agents offer next-generation self-service experiences, helping organisations automate more sophisticated customer interactions than what’s previously been possible. Empathy Detection delivers industry-leading speech and text analytics to bolster employee engagement and training, making customers feel seen, heard and understood. Modern Agent Workspace will host dynamic, new AI-powered experiences, offering agents a configurable desktop to consume context, data and insights more quickly. Native Genesys Cloud Journey Management  With the availability of Journey Flows and Journey Analyser, the first phase of Journey Management capabilities embedded in Genesys Cloud are here, giving organisations instant access to powerful customer journey analytics and purpose-built visualisations. Genesys Cloud AI can then use these insights to continually enrich training, knowledge and data, helping organisations optimise their customer journeys. Journey Flows helps organisations visualise customer behaviours to better understand their drivers for switching channels, repeating actions and successfully achieving their intended goals. Journey Analyser offers organisations historical and real-time insights into the customer journey, helping them move beyond traditional metrics to analyse churn and self-service rates for improved experiences. These innovations follow the company’s recent acquisition of Radarr Technologies, which, when integrated with Genesys Cloud, gives organisations access to customer insights and interaction capabilities across public social media channels. Additionally, capabilities from Radarr will add more depth to the Genesys Cloud platform through its models for attitudinal, sentiment and interaction analysis of social media and rich data insights as a critical source of its 360-degree customer view fuelling Genesys Cloud AI. In advance of native integration for Genesys Cloud, customers are already accessing capabilities from Radarr through an integration now available on the Genesys AppFoundry® Marketplace. Genesys Cloud Operations Are Now Carbon Neutral   To achieve the company’s goal of becoming carbon neutral by 2030, Genesys is committed to embedding sustainability across the organisation, contributing to a better future for the planet and its more than 8,000 customers and 6,000 employees around the world. Genesys is proud to report that the operations of Genesys Cloud are now carbon neutral[2] — a milestone achieved in part by the company’s expansion of customer access to more energy-efficient cloud services through use of Amazon Web Services (AWS) and investment in carbon credits with Rubicon Carbon to cover residual emissions. With a focus on mitigating its impact on the environment and enhancing value to its customers, Genesys is helping organisations like Swisscom innovate with a sustainable AI-powered platform. Partner and Customer Momentum Genesys is at the forefront of the AI-powered experience orchestration industry through relationships with top global companies, including AWS, Salesforce, Deloitte Digital and TTEC Digital. This is most recently highlighted by last week’s announcement with ServiceNow, the AI platform for business transformation. Genesys and ServiceNow entered a strategic partnership to help organisations elevate customer and employee experiences by bringing the best of their platform capabilities together to unite customer service teams, centralise work routing and accelerate workforce productivity. During Xperience, Genesys announced winners for its 19th annual Customer Innovation Awards, recognising companies for driving exceptional business results by delivering differentiated customer and employee experiences, highlighted by: Virgin Atlantic improved customer satisfaction by 25 points and employee happiness by 12 points in just 12 months through a comprehensive approach to implementing Genesys Cloud AI. Modivcare drove an incredible 86% increase in teammate retention in less than a year using AI-powered Genesys Cloud Workforce Engagement Management. Kiwibank reduced customer abandonment rates by 28%, average handling time by 19% and transfer rates by 27% in just four months of deploy Genesys Cloud voicebots for self-service. National Domestic Hotline empowered advocates with better resources to aid survivors and has added self-service methods to expand support through Genesys Cloud AI. Bancolombia decreased average time by 15% and its first-contact resolution increased by 2 points by using the experience orchestration capabilities of Genesys Cloud. Western Sydney University improved voice abandonment rates by 90% and saw a 65% improvement in average speed of answer, leading to more positive and seamless experiences between students and agents. Zurich Switzerland, a division of Zurich Insurance Group, can now more quickly and efficiently resolve customer inquiries by using the open APIs of Genesys Cloud to customise the platform to fit the needs of its business. To watch select Xperience keynotes on-demand, visit the Xperience Encore Event beginning May 27. Forward-Looking Statements Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release. [1] ARR is defined as Genesys Cloud quarterly revenue multiplied by four. [2] Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge (i.e., telephony hardware) devices. Genesys plans to apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for the operations of Genesys Cloud. About Genesys  Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit https://www.genesys.com/en-sg.   Media Contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

05/08/2024 ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for customer service and support in the contact centre and beyond LAS VEGAS – May 7, 2024 – Knowledge 2024 –Today, at ServiceNow’s annual customer and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI platform for business transformation, and Genesys®, a global leader in AI-powered experience orchestration, announced a strategic partnership to elevate customer and employee experiences. The two companies plan to integrate the Genesys CloudTM platform with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for organisations worldwide called Unified Experience from Genesys and ServiceNow. By combining industry-leading AI, automation, and digital capabilities from both companies, Unified Experience from Genesys and ServiceNow brings together the best of each platform to unify customer service teams through a single desktop, centralise routing across departments and channels, and optimise workforce engagement for more personalised customer experiences and simplified employee experiences. “Many companies prioritise customer engagement yet overlook the crucial aspect of fulfilling a customer’s request efficiently. This has led to a reliance on disparate systems to solve customer issues, with human middleware needed to tie fragmented processes together,” said John Ball, senior vice president and general manager, customer and industry workflows at ServiceNow. “Bringing together the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management offers organisations a turnkey, intelligent solution that connects customer engagement with middle- and back-office operations. Together with Genesys, ServiceNow is defining a new era of customer service.” “Earning customer loyalty requires organisations to scale personalised, end-to-end experiences. This is possible with an AI-powered solution that connects data, systems, employees, and communication channels to create a 360-degree view of the customer experience,” said Olivier Jouve, chief product officer, Genesys. “By partnering with ServiceNow, Genesys is advancing its Experience as a Service® vision, making it easier for organisations to connect and orchestrate data across systems. Through a native integration between Genesys Cloud and ServiceNow Customer Service Management, organisations can break down silos, improve employee collaboration and productivity, and deepen their customer relationships.” The new solution, available later this year, will be designed to unite employees spanning the front and back office, centralise interaction and work routing across channels and departments, and optimise workforce management and customer journeys, all powered by AI: ● Unify customer service teams: Agents have access to a single workspace in ServiceNow CSM that integrates the necessary data and tools for engaging customers across digital and voice channels, leveraging AI-driven recommendations to swiftly capture and fulfil customer requests. An interactive view of their schedule, performance, and training opportunities helps contact centre employees onboard quickly, continually grow and develop skills, and respond rapidly to customer inquiries. ● Centralise interaction and work routing in one engine: Leveraging the industry-leading AI-powered experience orchestration capabilities of Genesys Cloud, the new solution will be designed to bring together end-to-end interaction and work routing across employees, bots, channels and systems, improving self- and human-assisted customer experiences. This will be underpinned by ServiceNow’s AI platform for digital business that connects the front-, middle-, and back-office through workflow automation, helping agents solve simple and complex customer issues more efficiently. ● Optimise workforce engagement and customer journeys: The ability to visualise, measure, and monitor workforce and customer journey performance with an integrated solution and unified and open data platforms will help provide organisations actionable, real-time insights to make informed, data-driven decisions. Supervisors gain more understanding to streamline staffing workflows and scheduling while enhancing employee productivity. “The partnership between ServiceNow and Genesys will accelerate time to value, enhance efficiency, and elevate customer service and support in the contact centre and beyond while lowering the ongoing costs,” said Rebecca Wettemann, CEO and principal analyst, Valoir. “The collaboration is a significant step toward delivering on the entire end-to-end customer journey by connecting front-office interactions to back-office processes, allowing businesses to streamline service operations, lower costs, and reduce customer effort.” What customers are saying: “At Siemens Healthineers, we embrace technology, data and AI to support every patient’s health journey,” said Jochen Hostalka, SVP IT Customer & Enterprise Services at Siemens Healthineers AG. “ServiceNow and Genesys have been very important partners for us as we are digitalising the delivery of services for our employees and patients. We expect that this collaboration will help us to further simplify and enhance the patient experience.” “At Meijer, we focus on our customers and thrive by meeting their needs and exceeding their expectations,” said Karel Soukal, Director, IT Platforms & Enablement, Meijer. “As a customer of both ServiceNow and Genesys, we’re excited about the future of this partnership. We’re looking forward to closer alignment and integrations that will help us drive business success while boosting productivity for team members and earning customer loyalty along the way.” Availability ● Genesys and ServiceNow integrated capabilities are planned to be rolled out under controlled availability starting in Q4 of 2024 and are intended to be sold by both Genesys and ServiceNow. ● Organisations can access the Genesys Cloud ServiceNow Connector today on the ServiceNow Store and Genesys AppFoundry® Marketplace. Use of Forward-Looking Statements This press release contains “forward-looking statements” about the expectations, beliefs, plans, and intentions relating to ServiceNow’s collaboration with Genesys to build an AI-powered solution. Such statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow and Genesys. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialise or if any of the assumptions prove incorrect, the results of ServiceNow and Genesys could differ materially from the results expressed or implied by the forward-looking statements made. ServiceNow and Genesys undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include: (i) delays and unexpected difficulties and expenses in executing the collaboration or delivering the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organisations across every industry while upholding a trustworthy, human centred approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximise business outcomes. For more information, visit: www.servicenow.com. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com/en-sg. Media Contact Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924