Check out Genesys
in the news

03/18/2025 Genesys Launches AI for Supervisors to Boost Efficiency, Employee Performance and Customer Experiences Expanded AI capabilities in Genesys Cloud empower supervisors with real-time insights, automation and smarter decision-making Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced a suite of Genesys Cloud™ AI capabilities designed to empower supervisors. These innovations help organisations navigate the future of work both within and beyond the contact centre. As enterprises worldwide are looking for efficiency and scale, Genesys is enabling organisations to expand automation and augment employee performance for improved customer experiences, operational productivity and business impact. With Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, organisations can automate routine tasks and provide managers the support and insights to accelerate speed, improve work quality and increase overall effectiveness. The capabilities offer organisations real-time assistance to analyse data, train employees, oversee processes and handle critical business operations. Genesys estimates that it’s possible to see a 40% reduction in quality evaluation time, 25% reduction in multilingual evaluations and 38% decrease in quality management administrative costs through utilisation of these Genesys Cloud AI capabilities for supervisors, providing an opportunity for significant operational gains. According to a recent Genesys report, 46% of customer experience (CX) leaders surveyed said that improving the employee experience through AI technology like copilots is an initiative they plan to implement within the next two years. eir, Ireland’s largest telecommunications company, is already driving ROI from this technology. “Genesys Cloud has enhanced our customer engagement, with AI capabilities like Copilots for agents playing a key role in helping us improve efficiency and service quality. The result of our AI transformation with Genesys Cloud: a 63% boost in our customer effort score, a 60-second drop in handle time, a 5% rise in sales conversations, and our multi-year partnership projected to bring significant added value over three years,” said John Connors, director of business transformation at eir. "Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences." Augmenting Performance for Greater Impact with Supervisor Copilot Supervisor Copilot, the latest addition to the Genesys Cloud Copilot suite, builds on last year’s launch of Genesys Cloud Agent Copilot to streamline contact centre operations. These AI-driven copilots reduce manual workloads, uncover insights and enhance business outcomes. Acting as a sidekick for managers, Supervisor Copilot provides prescriptive support for quality assurance, compliance and coaching. Powered by generative AI, it automatically summarises interactions, allowing supervisors to quickly review and make informed decisions. With advanced quality and conversational intelligence, Supervisor Copilot strengthens compliance and effectiveness across both human and AI-led interactions, sharing context, identifying issues and uncovering opportunities to improve the customer experience. Automating Tasks for Greater Productivity with Virtual Supervisor Using large language models, Virtual Supervisor enables managers to automatically populate evaluation templates from an interaction, saving time, increasing efficiency and ensuring comprehensive review capabilities. This automation gives managers deeper visibility into agent performance, behaviors and skills through structured insights that inform decision-making. Managers configure the level of automation and oversight, including the criteria assessed and whether to accept its recommendations, ensuring that Virtual Supervisor aligns with organisational policies, regulatory requirements and operational goals. This enables managers to move beyond limited quality control to drive performance at scale. Available as optional configurations in Genesys Cloud, organisations can choose to start using Supervisor Copilot and Virtual Supervisor now. The capabilities work seamlessly with all native Genesys Cloud offerings, including conversational AI, event data and journey management, to deliver more contextual customer engagement. By continuously sharing data across both human and AI-led interactions, these innovations don’t just improve independently; they get better together over time, delivering greater business value. Genesys Cloud AI capabilities for supervisors already powers a variety of use cases with more coming in the future. A few examples of how organisation can leverage these capabilities include: • AI translate: Supervisors don’t need to be multilingual to make an impact. AI translates interaction details, including full transcriptions and summaries, across more than 70 languages for easy analysis and rich context. • AI summary: AI summary helps streamline interaction reviews by automatically transforming conversation data into clear, concise, and actionable summaries. By contextualising details, it captures key points and essential insights from both customers and agents. This generative AI capability enhances workflows, reduces review time and enables faster, more informed decision-making. • AI scoring: AI scoring can help managers automate quality evaluations, providing faster, less biased and more consistent assessments. AI scoring reviews every interaction, flagging those that need attention and eliminating the limitations of manual sampling, helping supervisors improve efficiency and performance improvements. “As organisations navigate the future of AI, Genesys Cloud can help them stay ahead by augmenting human potential with deeper insights and automation,” said Olivier Jouve, chief product officer at Genesys. “Through our suite of AI for supervisors, we’re enhancing customer experiences and redefining how work gets done. With real-time intelligence and greater efficiency, organisations gain macro-level understanding for strategic management and micro-level precision to improve interactions so they can accelerate business value and operational excellence at scale.” Flexible AI Pricing for Scalable Growth Genesys Cloud AI for supervisors has a flexible AI token pricing model that enables organisations to scale and adapt usage seamlessly. This approach allows for the rapid onboarding of users and functionalities while dynamically allocating tokens to meet evolving business needs, optimising both costs and operations. For more information on Genesys Cloud AI for supervisors, please visit the Genesys blog. i Estimates are based on existing Genesys Cloud Copilot functionalities, which are the foundation for these supervisor functionalities; benchmarks of current workload these functionalities can alleviate; and the average cost and time required for the manual processes of these activities, depending on the quantity of supervisors (two supervisors) and interaction volume, plus best practices for mandatory evaluations (five interactions per agent per month). 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 their customers and employees. Through Genesys Cloud™, the 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 platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth 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. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, 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 Contact Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924  

03/13/2025 Genesys Research Finds Consumers Believe AI Will Improve Customer Experience and Businesses Are Rising to the Opportunity Nearly two-thirds of consumers surveyed see AI’s potential to increase the quality and speed of customer service SAN FRANCISCO, March 13, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience,” revealing critical insights into consumer expectations and the evolving priorities of customer experience (CX) leaders worldwide. Notably, nearly two-thirds (64%) of consumers surveyed believe AI will improve the quality and speed of customer experience over the next two to three years. The good news is that organisations are focusing on the integration of AI into their CX strategies to close the gaps between the experiences they’re delivering today, and the services consumers want. For today’s CX leaders, the potential for AI to transform how their organisations engage with customers is front and centre, demonstrated by the 42% who cited increasing the use of AI to improve experiences as a top priority in the survey. For many companies, AI has become so important, they’re investing a whopping 33% of their CX-related spend toward the technology in the coming year. Nearly half (46%) of CX leaders surveyed are investing in AI solutions like copilots and real-time coaching that can help improve the employee experience, which 26% of CX leaders consider critical to ensuring they meet their strategic CX goals. “Consumers are encouraged by the role AI can play in giving them better customer experiences,” said David Norrie, senior vice president at Genesys. “As organisations continue investing in automation and AI to boost efficiency, they can’t risk missing the bigger picture: Customers want companies to solve their problems quickly and with empathy. This report underscores the opportunity for organisations to use AI to improve their customer relationships through better understanding their customers and to provide faster, more memorable experiences regardless of the channel.” Failing to deliver on what consumers believe to be a good experience can have significant impact on an organisation’s bottom line: More than half (53%) of consumers surveyed said they will abandon a favourite brand after experiencing as few as two poor interactions. In fact, 30% of those surveyed admitted that they stopped doing business with a company in the last year after a bad experience. With 41% of CX leaders surveyed citing keeping pace with consumers’ rising expectations as their greatest challenge, harnessing AI to improve customer experiences is a business imperative. Other Key Findings: Customers’ Expectations Are Reasonable — Their Hold Times Are Not Regardless of the channel, 86% of consumers surveyed expect to connect with an agent within one to 10 minutes. Unfortunately, over 60% say they’ve waited 15 to 60-plus minutes in the past year. And organisations are underestimating the problem. CX leaders surveyed believe long wait times (10-plus minutes) occur only 10% of the time, illustrating a discrepancy between perception and reality. This suggests that organisations aren’t fully aware of the day-to-day customer experience and the frustrations long wait times cause. First-Contact Resolution Is More Important Than Ever Consumers surveyed ranked first-contact resolution as the most valued aspect of a service interaction, yet CX leaders surveyed ranked it ninth. This highlights a disconnect between customer expectations and business priorities. Only 32% of CX leaders surveyed say their organisations currently track first-contact resolution, despite its potential impact on customer satisfaction and retention. Implementing a measurement strategy for first-contact resolution is a crucial first step for organisations to better understand customer needs, identify service gaps and take meaningful action to improve the overall customer experience. Personalisation Drives Loyalty, but the “Privacy Paradox” Remains Seventy-seven percent of consumers surveyed are more likely to recommend a brand that consistently provides personalised service, and nearly three-quarters say they’d buy more from brands that do. Nearly 50% of consumers surveyed want agents to have access to their data to improve personalisation, with nearly 70% reporting they get irritated or frustrated when they don’t. This demonstrates consumers’ preference for personalisation and willingness to share data with the proper transparency and controls in place. Among the organisations that haven’t yet transitioned their CX capabilities fully into the cloud, 56% of CX leaders surveyed plan to do so within the next two years, recognising it as a vital step toward enabling AI-driven personalisation at scale. Customers Want Seamless Omnichannel Experience — But Organisations Are Lagging Ninety-seven percent of consumers surveyed prioritise seamless omnichannel experiences (e.g., communicating across social channels, chat, phone, etc.), and they expect the ability to transition effortlessly between channels without having to repeat themselves. Only 16% of CX leaders surveyed say their organisations provide fully integrated omnichannel experiences, despite 86% of CX leaders surveyed recognising the importance of this. This gap highlights a major opportunity for organisations to better align their investments with customer expectations to eliminate frustration.   To learn more about the insights, read the full report here.   Methodology: Genesys worked with an independent research firm to survey 5,157 consumers and 1,181 CX decision-makers in more than 16 countries. The survey was conducted in September and October of 2024. Among the business respondents, the industries represented were airlines, automotive, banking, government, healthcare, insurance, manufacturing, media and entertainment, professional services, retail, travel and hospitality, technology, telecommunications, and utilities. 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 their customers and employees. Through Genesys Cloud™, the 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 platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth 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. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, 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 Carlee Wendell Carlee.wendell@genesys.com Method Communications genesys@methodcommunications.com 

10/31/2024 Genesys Named a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Centre as a Service for 10th Consecutive Year Genesys positioned highest for Ability to Execute Genesys ranked highest in three of five Use Cases in Gartner Critical Capabilities report Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has been positioned by Gartner, Inc., as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Centre as a Service for its Ability to Execute and Completeness of Vision. This marks the 10th year Genesys was named a Magic Quadrant Leader. With this latest report, Genesys has been positioned the highest in Ability to Execute for the last four consecutive years. The company credits this recognition to its Genesys Cloud™ experience orchestration platform, which offers expansive global availability; a robust partner and developer ecosystem; and advanced native AI, journey analytics, automation and workforce engagement management capabilities. Through its continual innovation, ease of use and composability, Genesys Cloud is trusted by more than 6,000 organisations worldwide to drive customer loyalty and deliver superior end-to-end experiences. “We believe this consistent recognition from Gartner reflects our commitment to enabling diverse organisations to accelerate their cloud evolution and drive key outcomes with AI,” said Olivier Jouve, chief product officer at Genesys. “The Genesys Cloud platform equips brands to deliver personalised, seamless customer experiences and improve efficiency by easily connecting channels, data, systems and teams. Our rapid pace of innovation is empowering both large multinational enterprises and small to mid-sized businesses with the foundation they need to differentiate and succeed.” Genesys was also recognised in the Gartner Critical Capabilities Report, where the company is the highest-ranked vendor in three of five Use Cases. Genesys received the highest scores for Customer Engagement Centre (4.04/5), Agile Contact Centre (3.97/5) and Global Contact Centre (4.14/5). The company received the second highest scores in the remaining two, High-Volume Customer Call Centre (3.95/5) and Digital Customer Service Centre (3.83/5).  Genesys attributes its recognition across all five Use Cases to its ability in meeting the diverse needs of organisations, regardless of size, complexity or geography. “Our industry position is further reinforced by our established customer and partner relationships, global presence, and the security, scalability and reliability of the Genesys Cloud platform,” added Jouve. “Through our AI-Powered Experience Orchestration capabilities, Genesys is helping businesses solve real-world challenges and achieve impactful results.” [1] Gartner describes Leaders as “suppliers with strong support for a wide breadth of customer service capabilities, and an ability to serve multinational organisations with local sales and support organisations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.” Gartner Disclaimer Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. [1]Source: Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024 Gartner, Critical Capabilities for Contact Centre as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024 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 their customers and employees. Through Genesys Cloud, the 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 platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth 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, GCXNow, 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 Contact Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

10/16/2024 Genesys Appoints Albert Nel as Senior Vice President and Regional Sales Leader for Asia Pacific Experienced B2B sales leader joins Genesys to drive go-to-market strategies and growth in the region Genesys, a global cloud leader in AI-Powered Experience Orchestration, today announced the appointment of Albert Nel as Senior Vice President and Regional Sales Leader for the Asia Pacific (APAC) region. Nel is responsible for overseeing the company’s APAC business, including its go-to-market strategies, customer relationships and sales team. With over 20 years of global technology experience in competitive and complex environments, Nel brings deep technology industry knowledge and a proven track record of driving growth through strategic leadership, sales execution, and team enablement with a customer-focused approach. His expertise in business-to-business sales for public and private sector enterprise organisations across Asia Pacific, Japan, United States and Africa, will help accelerate the continued expansion of Genesys in the region and globally. Prior to joining Genesys, Nel served as senior vice president and general manager for Asia Pacific and Japan at Contentsquare, where he played a key role in scaling the business, expanding into new markets, and fostering growth in both the team size and revenue. Nel has also held senior sales leadership roles at global technology brands such as OpenText, Dell EMC, and Sybase. Larry Shurtz, chief sales officer, Genesys said, “Organisations in the APAC region are increasingly adopting AI-powered, cloud-based solutions to elevate customer interactions and achieve sustainable business success. With a proven track record in the technology sector and extensive experience leading in high-growth environments, Albert’s deep understanding of the region will be instrumental in ensuring our customers remain at the heart of everything we do.” Commenting on his new role, Nel said, “As businesses strive to optimise operations and enhance brand loyalty through personalised customer experiences using AI and automation, Genesys is uniquely positioned to power this transformation and provide a competitive advantage. With best-in-class customer and employee experience solutions, Genesys fuels engagement, efficiency, and long-term growth for businesses of all sizes, types, and geographies. This is an exceptional time to join Genesys as we collaborate with customers and partners to accelerate their journey in AI-Powered Experience Orchestration and deliver empathetic customer engagements.” Genesys continues to accelerate APAC business growth This news comes at a pivotal period for Genesys as the APAC region surpassed 1,350 Genesys Cloud™ customers in the first half of its fiscal year 2025, showcasing strong industry growth across media and entertainment, government, and financial services industries. Notably, Genesys Cloud continued to see strong growth in the APAC region during the first half of its fiscal year 2025. Genesys continues to deepen its investment in the APAC region. Earlier this month, the company announced it was the first global CCaaS provider to offer an Indian cloud node with a Unified License Virtual Network Operator (UL VNO) license. Today Genesys offers full-service cloud availability in five Amazon Web Services (AWS) Regions in APAC including AWS Asia Pacific (Mumbai), AWS Asia Pacific (Seoul), AWS Asia Pacific (Tokyo), AWS Asia Pacific (Osaka) and AWS Australia (Sydney) as well as satellite availability in AWS Asia Pacific (Singapore), AWS Asia Pacific (Hong Kong), and AWS Asia Pacific (Jakarta). Furthermore, the company recently opened a new state-of-the-art office in the Philippines to support its expanding team and vibrant culture, with Genesys Philippines also earning six different Great Place to Work recognitions for four consecutive years. Additionally, Genesys India has been accredited as a Great Place to Work for eight consecutive years, including Best Place to Work for Women for the last four years in a row. 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 their customers and employees. Through Genesys Cloud, the 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 platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth 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. ©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCXNow and Experience as a Service 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