Nelle news

It’s out with chatbots, in with empathetic AI concierges

ServiceNow Is Co-Innovating With CCaaS Leaders: Why?

Four Terms to Steer Clear of to Promote Inclusivity

Ask an Analyst: 2024 Trends in the Contact Center

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

Emerging AI use cases ideas from Western Sydney University

Sumo Energy lands 12-point increase in customer experience metric

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

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

Auto Trader: Lessons in Integrating a New CCaaS Platform

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

Genesys: Innovating with AI and Cloud to make CX Sustainable

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 ‘Industry First’ Free CCaaS Trial

Genesys Launches New Service to Simplify Rapid CX Innovation for SMBs

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

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