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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

09/30/2024 Genesys Becomes the First Global CCaaS Provider offering an Indian node with UL VNO license Businesses can now access secure cloud contact centre services in accordance with DoT regulations Genesys, a global cloud leader in AI-powered experience orchestration, announced that it has secured a Unified License Virtual Network Operator (UL VNO) license in India, obtained under Department of Telecommunications (DoT) guidelines. This establishes Genesys Cloud as the first global Contact Center as a Service (CCaaS) platform with a UL VNO license, enabling both domestic and international customers to comply with Indian telecom regulations while accessing secure cloud services and innovative AI solutions for better customer engagement. In 2021, Genesys became the first global customer experience (CX) organization to deliver fully authorised, locally deployed cloud services in India with Genesys Cloud. With the UL VNO license, it can now offer the full Genesys Cloud CCaaS solution to its customers across the region, expanding its service capabilities in India. The UL VNO license strengthens the company’s service portfolio and enables Genesys to serve more customers across key sectors like healthcare, financial services industry (FSI), retail, and e-commerce as their data and operations will be able to be managed within the telecommunications regulatory and legal frameworks of India, which is especially important for businesses that handle consumer data. Additionally, Genesys will now be able to collaborate even more closely with India-specific Genesys AppFoundry™ partners, our marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. The flexibility provided by the license will enable Genesys to work with AppFoundry partners to deliver locally tailored offerings to customers in addition to the existing platform. Moreover, global customers will be able to benefit from the strengthened ability of Genesys to meet Indian compliance requirements, particularly for those with agents based in India. “As the demand for flexible and agile customer experience platforms grows, we believe the UL VNO license will better position Genesys to assist a greater number of customers in India with faster cloud deployments, cost-effective solutions, and access to a wider ecosystem of local partners and innovations—all within a framework that meets India’s telecommunications regulatory requirements. Now, more Indian businesses will be able to adopt scalable cloud solutions. Additionally, this advancement is expected to allow us to strengthen the footprint of Genesys in India, improving our ability to fully serve our customers,” said Gwilym Funnell, Senior Vice President, APAC, Genesys. "Securing the UL VNO license is a significant milestone for Genesys in India, reinforcing our commitment to orchestrating and delivering superior and compliant customer experience (CX). This achievement enhances our leadership in AI-powered experience orchestration within India as we strive to fulfil the increasing demand for more integrated contact centre solutions, as well as cost-effective and innovative services. Customers can now benefit from more integrated and competitive solutions that streamline their sales process while enabling faster deployment of cloud services, both in India and globally," said Raja Lakshmipathy, VP and MD of Genesys - India & SAARC. “For cloud contact centre providers, obtaining the UL VNO license is an important step to operate effectively in India’s regulated telecommunications environment. This license enables providers to fully comply with domestic and international standards, enabling data residency and secure operations. In a compliance-driven region like India, having this license provides Genesys significant benefits, as the company can now offer seamless, locally hosted cloud solutions while ensuring secure data management and mitigating compliance risks. For customers, this may translate to faster, more secure cloud migrations, operational agility, and the ability to meet growing consumer demands for personalised and reliable customer experiences,” said Krishna Baidya, Sr. Director, CX, ICT Practice, Frost & Sullivan. Advancing innovation in the fields of AI and digital solutions, Genesys invested nearly $325 million into R&D in the Genesys Cloud platform over a 12-month period ending July 31, 2024, to support the continued high-velocity innovation for its customers. In India, the Genesys R&D centres in Chennai, Hyderabad, and Bangalore focus on developing advanced technologies such as speech analytics, AI, and cloud, with Chennai being the third-largest R&D centre globally and a key driver of innovation for the company's product portfolio. Genesys Cloud continued to see strong growth in the APAC region in the first half of its fiscal year 2025, surpassing 1,350 customers, and India remains a key focus region with its workforce growing to over 700 employees, a 10x increase over the past decade. 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. ©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

09/03/2024 Narayana Health Transforms Patient Experience with Genesys Cloud The Genesys Cloud experience orchestration platform enables Narayana Health to handle 50,000 calls daily, ensuring timely and personalised patient care Genesys®, a global leader in AI-powered customer experience orchestration, today announced that Narayana Health, one of India's premier healthcare providers, has revolutionised its patient experience by deploying the Genesys Cloud™ platform. By implementing Genesys Cloud, Narayana Health has significantly enhanced its capability to manage patient interactions across its extensive network of hospitals and clinics, which serves over 4.2 million patients annually. This state-of-the-art platform now enables the healthcare provider to efficiently handle over 50,000 calls per day, ensuring seamless and end-to-end patient journeys. In its ongoing mission to deliver high-quality healthcare to the masses, Narayana Health faced the challenge of navigating legacy systems and siloed platforms that lacked an integrated customer experience offering. Additionally, it needed to effectively manage a network of diverse partners operating on disparate systems and ensure efficient communication for troubleshooting during downtimes. The implementation of the Genesys Cloud platform by Narayana Health addressed these challenges by providing a unified view of all customer interactions. This integration led to a significant reduction in average handle times by approximately 15%, enabling faster response times by agents and greatly improving operational efficiency and patient satisfaction. Moreover, the cloud-based Genesys platform offered robust scalability and flexibility, seamlessly accommodating Narayana Health’s expansion needs. "Our strategic decision to deploy Genesys Cloud has profoundly enhanced our patient interactions and overall service delivery, proving to be a pivotal factor in our success within the competitive healthcare industry. We chose Genesys as our partner due to its industry-leading reputation, comprehensive feature set, and proven track record. Most importantly, Genesys distinguished itself by meeting our specific requirements and delivering a unified solution that has transformed our ability to elevate the patient experience and provide exceptional care, all while utilising minimal IT resources," said Dr Ashish Bajaj, Chief Marketing Officer at Narayana Health. To address the need for innovation and rising customer expectations, Narayana Health enhanced its capacity and scalability. It consolidated its contact center systems and successfully reduced technical debt and achieved significant cost savings through the unified cloud architecture and open platform of Genesys Cloud.  Additionally, the Genesys comprehensive analytics, predictive routing, and reporting tools provided valuable insights into patient interactions and operational performance. Overall, the implementation of Genesys Cloud has improved efficiencies, offered unified insights, and continues to drive enhancements in patient care. Raja Lakshmipathy, Vice President and Managing Director of Genesys, India & SAARC said, "The essential role of healthcare services and the growing importance of delivering effective patient care necessitate technological partnerships that prioritise the human element. Together, we are pioneering new ways to orchestrate experiences with a more focused patient-centric approach. Genesys is committed to supporting Narayana Health's transformative journey, redefining how patients experience high-quality, personalised, and seamlessly accessible healthcare services." Narayana Health's partnership with Genesys is part of its broader vision to leverage cutting-edge technology to enhance healthcare delivery in India. The implementation of Genesys Cloud has streamlined Narayana Health’s workflows and patient care, while also advancing its sustainability goals by reducing energy consumption and paper waste. Future growth possibilities include chatbots that connect patients to care coordinators for complex queries and specialised services. By prioritising patient-centric innovations, Narayana Health aims to set new benchmarks in the industry and inspire other healthcare providers to adopt similar advancements. 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. ©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 Contact Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924