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05/14/2024 Genesys Accelerates the Future of Personalized 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  DENVER, May 14, 2024 — Today at Xperience 2024 — the customer experience (CX) event of the year — Genesys® unveiled multiple innovations to accelerate the impact of AI, empowering organizations to scale end-to-end personalization, elevate employee performance and drive continuous optimization. As a global leader in AI-powered experience orchestration, the company’s expanded capabilities further strengthen the Genesys Cloud™ event data platform, helping organizations deliver more contextual conversations and manage customer journeys fueled 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 organizations to improve customer and employee relationships and unlock business value in the contact center and beyond.  Genesys Cloud innovations will enable organizations 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 organizations to build, monitor and visualize customer interactions and use those insights to maximize the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. With new levels of understanding, it’s now easier for organizations to fine-tune customer journeys into more personalized 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 2024i. 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 organizations 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 organizations 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 Analyzer, the first phase of Journey Management capabilities embedded in Genesys Cloud are here, giving organizations instant access to powerful customer journey analytics and purpose-built visualizations. Genesys Cloud AI can then use these insights to continually enrich training, knowledge and data, helping organizations optimize their customer journeys.  Journey Flows helps organizations visualize customer behaviors to better understand their drivers for switching channels, repeating actions and successfully achieving their intended goals.  Journey Analyzer offers organizations historical and real-time insights into the customer journey, helping them move beyond traditional metrics to analyze 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 organizations 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 fueling 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 organization, 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 neutralii — 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 organizations 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 organizations elevate customer and employee experiences by bringing the best of their platform capabilities together to unite customer service teams, centralize work routing and accelerate workforce productivity.  During Xperience, Genesys announced winners for its 19th annual Customer Innovation Awards, recognizing 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 customize 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.    About Genesys   Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.      Media Contacts:  Marielle Sedin Genesys  Marielle.sedin@genesys.com    Method Communications  Genesys@methodcommunications.com    iARR is defined as Genesys Cloud quarterly revenue multiplied by four. iiGenesys 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.       

05/14/2024 Genesys Introduces AI to Expand Automation, Analytics and Conversational Intelligence Across the Genesys Cloud Platform Genesys Copilot, Virtual Agent, Empathy Detection and Modern Agent Desktop for Genesys Cloud designed to support employees, drive productivity and improve customer experiences   DENVER, May 14, 2024 —Today at Xperience 2024, Genesys®, a global cloud leader in AI-powered experience orchestration, announced new AI capabilities to transform every customer and employee experience. With Agent Copilot, Virtual Agent, Empathy Detection and Modern Agent Workspace for the Genesys Cloud™ platform, Genesys is empowering organizations to unleash the next era of customer experiences grounded in a strong AI-human partnership. The Genesys Cloud AI innovations improve customer loyalty by elevating self-service and assisted service experiences, boost employee performance and productivity, and give managers dynamic new insights and tools to lead.  “In today’s complex business environment, organizations need to strike the right balance between using AI and automation to drive efficiency while keeping their customers and employees engaged,” said Olivier Jouve, chief product officer at Genesys. "The revolutionary power of generative, conversational and predictive AI throughout the Genesys Cloud platform helps organizations accelerate key business outcomes by tapping into trusted tools that allow them to interact with their customers and employees in new ways.”   Using the latest Genesys Cloud AI capabilities, organizations can empower employees and provide them with the support to resolve customer issues faster and more effectively. Businesses now also have enhanced ability to deliver next-generation customer self-service experiences that are highly personalized, powerful and sophisticated, emulating an interaction with a top-performing employee. This is enabled by Genesys Cloud AI, built to make implementation and use simple while prioritizing model explainability through ethical guidelines that govern data, privacy, security, bias and transparency.  Learn More About Genesys Cloud AI Innovations   Genesys Copilots give organizations a suite of automated assistants powered by large language models (LLMs) to provide real-time support to employees — from agents to supervisors and administrators — helping them work faster and more effectively. Organizations can start with Agent Copilot, available now, to help contact center agents balance many tasks simultaneously and provide personalized service across digital and voice interactions.   Agent Copilot listens along to conversations, creates customized scripts and surfaces knowledge information to agents in real time, working alongside their human counterparts seamlessly to provide customer support. Through real-time transcription and auto-summarization, Agent Copilot monitors what’s happening during service interactions and provides agents a head start on task completion, helping to improve average handle time, interaction wrap-up time, customer satisfaction and more. General availability for Supervisor Copilot and Admin Copilot is expected later this year.    Next-generation Virtual Agents for Genesys Cloud helps organizations extend their reach by automating more complex customer interactions and work than what’s possible with traditional bots. Using Virtual Agents, organizations can supercharge self-service experiences through more natural and human-like conversations. Virtual Agents offers enhanced capabilities to handle ambiguous requests; improve information gathering; and automate wrap-up and self-service summaries.    Through generative AI, it’s also easy for organizations to build Virtual Agents to address specific customer intents and tasks as well as generate workflows based on top agent interactions. With general availability expected during the third quarter of this year, Virtual Agents will be the first of multiple new role-based automation capabilities to transform self-service experiences for customers, helping organizations scale end-to-end personalization.  Industry-leading Empathy Detection furthers organizations’ ability to make customers feel seen, heard and understood. With advanced speech and text analytics that goes beyond sentiment analysis and topic spotting, Genesys uses AI models to evaluate empathy across every interaction. This expands the 360-degree view of the customer and gives agents deepened awareness of their empathy level.   Agents can drive better results when they’re more in tune with how their actions and responses influence the effectiveness of customer experiences. Now available, organizations can use Empathy Detection to help employees sharpen their emotional intelligence and upskill through customized training and coaching plans that foster personal growth and stronger customer engagement.   Modern Agent Workspace for Genesys Cloud will give agents an adaptable and composable desktop, enabling them to configure their view and consume context, data and insights quickly, in a way that works for them. Purpose-built to host new AI-driven experiences, the Genesys Cloud Agent Workspace will continually evolve and make it simple for employees to interact with new features, helping them improve efficiency and productivity. Expected to be released in the fourth quarter this year, organizations will be able to deliver a consistent user experience across their contact center workforce — from appearance to functionality, while providing a workspace employees can make their own.  What the industry is saying about Genesys Cloud AI innovations:  “By leveraging Genesys AI, Virgin Atlantic has now implemented a comprehensive approach encompassing voice segmentation bots, bot flows and predictive routing, which has helped us achieve a 25-point improvement in customer satisfaction and 12-point increase in employee happiness in 12 months," said Louise Phillips, vice president of Customer Centers, Virgin Atlantic and Virgin Atlantic Holidays. “The latest enhancements for Genesys Cloud AI, such as Virtual Agent and Agent Copilot, show tremendous promise to help organizations like ours to continue to take their digital experience delivery to the next level.”  "With Agent Copilot, our agents are more productive and can focus more on the value-add part of delivering customer experience,” said John Connolly, head of contact center, Newcastle Permanent. “With the help of automated knowledge, next best action and resources, our team have successfully driven critical improvements including decreasing overall call handling time by around 60 seconds, enabling us to respond to customer issues faster and more effectively.”  “Genesys has a strong track record of delivering AI capabilities that matter to its customers and help them produce actual results,” said Hayley Sutherland, research manager, conversational AI and knowledge discovery, IDC. “The company has been consistently embedding AI capabilities across Genesys Cloud, focusing on features that can help to measurably improve the customer and employee experience. By rapidly expanding its use of LLMs, Genesys is enhancing and extending the value of its conversational AI and conversational intelligence offerings.”  To watch select Xperience keynotes on-demand, visit the Xperience Encore Event beginning May 27.    About Genesys   Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.     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.  Media Contacts:  Marielle Sedin Genesys  Marielle.sedin@genesys.com    Method Communications  Genesys@methodcommunications.com    ### 

05/14/2024 Genesys Launches Native Journey Management for Genesys Cloud, Delivering Deeper Insights and Control to Fuel AI-Driven Experiences  New capabilities give organizations unmatched visibility into customer behaviors to provide personalized experiences that build loyalty  DENVER — May 14, 2024 — Today at Xperience 2024, Genesys®, a global cloud leader in AI-powered experience orchestration, announced the availability of native journey management capabilities for the Genesys Cloud™ platform that seamlessly works alongside Genesys Cloud AI helping organizations ensure every customer interaction is continuously optimized. With Genesys Cloud Journey Management, organizations can build, monitor and visualize customer interactions as they shop, buy and get service, and then use those insights to maximize the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. New levels of understanding and control allow organizations to better orchestrate customer journeys for more personalized end-to-end experiences.   Today's consumers set high expectations for every interaction with a brand, and they won’t hesitate to take their business elsewhere after a poor experience. Yet, most contact centers still rely on traditional metrics like average handle time, first-contact resolution and others to measure the health of their customer experiences. While important, these metrics are only one chapter in the complete story of a customer’s entire journey.  According to Gartner®i, "Investing in customer journey analytics and orchestration (CJA/O) is critical for customer service and support technology leaders aiming to simplify complex customer journeys and improve service experiences.   “Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud,” said Olivier Jouve, chief product officer at Genesys. “With this release, every organization can now harness deeper insights about their customers’ journeys, giving them new levels of visibility and control to continually deliver the personalized, end-to-end experiences that drive business growth.”  Discover What’s New with Genesys Cloud Journey Management  Journey Flows and Journey Analyzer are now embedded within Genesys Cloud, enabling organizations to start uncovering insights from their existing customer data with no extra configuration required. This gives organizations instant access to powerful customer journey visualizations, analytics and insights to bring their customer behavior to life across every interaction. Businesses can pinpoint where customers are switching channels, repeating actions or successfully achieving their intended goals. Organizations can now use Journey Flows and Journey Analyzer to:  Visualize customer behavior to identify opportunities for improvement.  Centralize customer and employee data processing through a single unified view of customers and employees.  Enhance analytics by using the same dataset as routing, schedules, forecasting and machine learning.  Connect events together, such as identifying customers who call back a day after a digital interaction or customers who choose not to interact with bots.  How Genesys Cloud Journey Management and Genesys Cloud AI Work Together  Journey management is integral to delivering AI-powered experience orchestration, and Genesys Cloud Journey Management and Genesys Cloud AI are complementary technologies that enhance one another. Genesys Cloud AI generates crucial data that the journey management technology relies on for visualizing and analyzing customer behavior. Insights from Genesys Cloud Journey Management are then used by the platform's AI to continually enhance its training, knowledge and data in a range of ways, such as:    Identifying where and when to create new self-service and virtual agent interactions to better address customer behavioral patterns.   Improving conversational AI models through greater understanding of customer intents and closing knowledge database gaps to ensure effectiveness.   Leveraging insights to boost predictive capabilities to deliver the next best action to customers and more accurate routing to the right resource based on their individual needs.    By bringing together Genesys Cloud AI and Genesys Cloud Journey Management, the company is laying the groundwork to help organizations better understand the root causes of successful and unsuccessful experiences and receive timely alerts when there are unexpected changes in journey performance. This paves the way for business leaders to address challenges more effectively, armed with sharper insights and faster responses.  Availability  Journey Flows is now available and included with any Genesys Cloud CX® license, while Journey Analyzer is currently offered under limited availability. These capabilities mark the first phase of native journey management for the Genesys Cloud platform with more expansion expected this year.  What the Industry Is Saying About Genesys Cloud Journey Management  “We’re the leading managed vacation and holiday resort businesses in Europe because of our commitment to delighting our guests and owners by delivering great customer experiences,” said Neil Jones, voice communications lead, Awaze. “Using Genesys Cloud Journey Management for just a short time showed us how we can use journey analytics to help fine-tune our approach to CX. The ability to see into our flows and visualize customer behavior interactively in the same platform where we design and build experiences helps us to instantly apply this insight to optimize every touchpoint for the best customer outcome.”  “Journey management capabilities have long been a holy grail for companies seeking to understand how best to service their customers and prospects. To date, these capabilities have required complex and expensive add-ons, which only the largest companies deployed,” said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. “With journey management now natively available in Genesys Cloud, more businesses will be well-positioned for a future where AI-driven service experiences will dominate, requiring them to continually optimize their knowledge, data and training to fuel positive, loyalty-building engagement with their customers.”   To watch select Xperience keynotes on-demand, visit the Xperience Encore Event  beginning May 27.  About Genesys   Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.  Media Contacts:  Marielle Sedin Genesys  Marielle.sedin@genesys.com    Method Communications Genesys@methodcommunications.com   iGartner, Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin, Daniel O’Sullivan, 27 February 2024  GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.  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 organization 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. 

05/14/2024 Genesys Recognizes Virgin Atlantic as Winner of CX Innovator Award Airline honored for using AI to provide faster, more effective customer service, improve operational efficiency and elevate employee engagement DENVER — May 14, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, announced Virgin Atlantic as the Customer Experience (CX) Innovator winner for its enterprise category during its 19th annual Customer Innovation Awards. The CX Innovator award recognizes organizations that are pushing the limits to deliver smarter and more cohesive customer and employee experiences (CX and EX) with the AI-powered Genesys Cloud™ Platform.  Virgin Atlantic, Britain’s second largest airline, continually innovates to advance its goals of providing customers with high-quality, affordable flights; nonstop transatlantic routes; and seamless connections to over 350 cities across North America, Europe and the UK. To progress its digital transformation journey and take its CX to new heights, the company sought an all-in-one platform that would enable personalized, proactive engagement; provide a holistic view of the customer journey; and improve employee productivity.   Pursuing these outcomes, Virgin Atlantic turned to the Genesys Cloud™ platform and revolutionized its CX and EX. Harnessing the full potential of Genesys Cloud AI capabilities within the platform, the company has achieved exceptional results that have set it apart as an innovator in the field.  Other highlighted outcomes include:   Improved operational efficiency: Through its use of Genesys Bot Flows and Predictive Routing, Virgin Atlantic streamlined customer interactions, providing quick and accurate responses to popular topics and enabling its contact center to scale. On average, 29% of Virgin Atlantic customer queries are now addressed through self-service options without needing to speak with an agent. For calls that need the support of an agent, Virgin Atlantic saw a 15% reduction in handle times using Genesys Predictive Routing, which matches customers with the agent most able to help them resolve their inquiries.   Increased first-contact resolution rates: By leveraging Genesys Cloud AI-driven analytics, Virgin Atlantic can resolve customer issues more quickly and effectively during their initial interactions, with a six-percentage-point improvement in first-contact resolution rates and a 33-percentage-point improvement in call answer rates.   Enhanced employee satisfaction: Virgin Atlantic saw a 14-percentage-point improvement in its employee happiness scores after implementing Genesys Cloud, attributed in part to the benefits of its Predictive Routing. In addition to enhancing customer experiences by connecting them with the right agent for quicker resolutions, the capability can also improve employee engagement by involving them in the type of work in which they naturally excel.   “Our agents now feel like they’re providing great service to the right person at the right time and are able to take ownership of the relationships with customers to truly build a rapport with them,” said Louise Phillips, vice president of customer centers at Virgin Atlantic and Virgin Atlantic Holidays. “This has raised employee morale which in turn allows them to provide better service and feel proud of their hard work.”   Virgin Atlantic received the CX Innovator award for orchestrating seamless customer journeys that resulted in remarkable outcomes for both its customers and employees. With Genesys Cloud AI, its bot has become an invaluable virtual assistant — providing personalized responses and freeing up the team to focus on complex customer issues, resulting in transformative outcomes that distinguish Virgin Atlantic as a leader in the field of CX innovation.   The Customer Innovation Awards recognizes organizations for transforming their customer and employee experiences with AI, cloud and digital technologies across all industries.  To watch select Xperience keynotes on-demand, visit the Xperience Encore event beginning May 27.    About Genesys  Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.    Media Contacts  Kelley Crane, Genesys  Kelley.crane@Genesys.com     Method Communications  genesys@methodcommunications.com