Genesys stories

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

Nimbus has launched its compliance solution on the Genesys AppFoundry, aiding Australian businesses in automating workforce compliance and payroll accuracy.

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

Genesys has reported that its Genesys Cloud AI drove over 10% of new business in fiscal year 2025, with annual recurring revenue reaching USD $1.9 billion.

Adobe has unveiled the Experience Platform Agent Orchestrator, a new tool aimed at enhancing AI integration for businesses' marketing and customer experiences.

Twilio has appointed Vaughan Webster as Senior Manager for Partners & Alliances in ANZ, starting February 2025, to enhance its AI-driven customer solutions.

Amazon Web Services has launched enhanced features for its S3, introducing managed Iceberg tables and real-time metadata for improved data handling.

Amazon Web Services unveils AI-driven enhancements to Amazon Q Developer, streamlining software development and boosting efficiency by up to 80%.

Customer Science Group has launched an AI Accelerator Program, aiming to help contact centres effectively implement AI and enhance customer experiences.

Genesys has appointed Albert Nel as Senior Vice President for APAC, bringing over 20 years of tech experience to spearhead sales strategies in the region.

Genesys reports a stellar Q1 FY2025 with annual recurring revenue surpassing USD$1.5 billion, driven by demand for its AI-powered Genesys Cloud platform.

Australian businesses are increasingly concerned about customer churn, with 97% adopting AI to enhance customer experience, despite cybersecurity and cost worries.

AI players, Genesys and ServiceNow announce a strategic partnership to deliver a unified customer service solution, enhancing experience orchestration and business transformation.

ServiceNow demonstrated its commitment to leading digital transformation at the Knowledge 2024 conference, unveiling expanded generative AI capabilities, new partnerships and purpose-focused solutions for manufacturing.

Amazon Web Services has rolled out three new serverless innovations for superior data management, promising simpler and faster scalability.

Genesys was also recognised as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service, positioned highest for ability to execute.

Amelia, an enterprise AI leader, has appointed Brendan Maree as Senior Sales Director and Samuel La Macchia as Director of Partners and Alliances.

The partnership aims to empower organisations to accelerate their digital transformation and cloud customer experience strategies.

Genesys appoints Olivier Jouve as Chief Product Officer and Barbara Holzapfel as Chief Marketing Officer to further enhance customer experience strategies.