Genesys Announces 2025 Orchestrators Innovation Awards Winners

HSBC Commercial Bank embarked on a strategic transformation to provide a digital-first, best-in-class customer experience, with personalization delivered at scale. And it’s done this while building a future-proof framework for continuous improvement and innovation. The Genesys Cloud platform was central to enabling that transformation.

Today, access to deep insight into customer behavior and employee performance enables agile response to opportunities. HSBC uses data to understand customer intent and design tailored end-to-end journeys, shifting to a “right touch” experience that guides customers to the appropriate channels and reduces customer effort.

AI agent assistants provide real-time knowledge during interactions and post-interaction summaries, increasing agent efficiency and performance. Service operations are now viewed as a center of innovation within HSBC.

Notably, the transformation has led to:

• 32% reduction in call transfers, achieved by using artificial intelligence (AI)-driven intent gathering at the digital front door and ensuring context-aware transfers across channels, eliminating the need for customers to repeat themselves.
• 5-minute reduction in average handle time from implementing real-time AI-powered agent copilot and knowledge management solutions that proactively provide agents with relevant information during interactions.
• 43% reduction in time spent on after-call activities through generative AI capabilities like call summarization, which streamlines post-interaction tasks and documentation for employees.

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IONOS saw rising customer expectations and the advance of AI technologies as an opportunity to transform service delivery. The organization leveled up from reactive support to predictive, data-driven engagement by leveraging AI automation and insights through the Genesys Cloud platform.

IONOS has reduced friction for customers and agents, increasing empathy in service delivery and driving greater business outcomes. With Genesys Cloud, the company also unified contact center operations globally and enabled real-time, predictive customer engagement, supporting its strategic vision of digital transformation and building a future-proof CX framework.

Leveling up CX has led to:

• 68% in conversion rate by using predictive engagement to enable personalized and timely interactions.
• 12% decrease in average handle time with the use of predictive routing, which also cut total resolution time by 90 seconds.
• 20% average handle time decrease using copilot and significantly improving the agent experience by reducing their cognitive load.

Aterian, Inc., a consumer product company selling across retailers such as Amazon, Walmart, Target +, and Shopify, saw the complexity of high-volume, multichannel customer service as a catalyst for transformation. The organization set out to streamline support for thousands of SKUs and to better enable its representatives to handle complex, emotionally nuanced service interactions. By implementing the Genesys Cloud platform, Aterian was able to evolve its customer experience from fragmented and reactive to unified, empathetic, and intelligent, without increasing headcount.

Leveraging Genesys Cloud, Aterian worked with partner Amplix to build a tailored, AI-driven support engine, unified channels, and streamlined agent tools. The company embedded real-time intelligence and emotionally aware automation directly into agent workflows, launched dynamic knowledge bases, and deployed an AI-powered email copilot. In the process, Aterian built a future-proof, people-first CX model that redefines what lean service operations can achieve.

Leveling up CX has led to:

• 30% increase in SLA during seasonal peaks, outperforming prior years, powered by real-time prioritization and workflow automation.
• 5–20% faster talk time across brands.
• 7% improvement in email AHT overall, even as voice launched; one brand achieved 25% lower email AHT.
• 65% TCO reduction, creating a leaner tech spend.
• 33% increase in agent satisfaction.

As a strategic partner for mobile solution providers like Tigo, Emtelco has prioritized building a seamless, omnichannel customer experience (CX) that provides users with fast and accurate solutions. To support its partners, Emtelco is transforming its customer service model by integrating artificial intelligence (AI) to ensure that every interaction is efficient yet personalized, and meets the needs of today’s digital-savvy customer.

To achieve this, Emtelco built its SophIA intelligent virtual assistant, powered by Genesys Cloud AI. Using functionalities such as predictive routing and real-time analytics, SophIA has improved transfer accuracy. It also predicts user intent, and tailors responses to optimize support flow. And with integrated virtual agent capabilities, SophIA operates as an advanced voicebot that handles common requests, providing quick responses without human assistance.

Results thus far include:

• 15% increase in digital interactions by using journey management and predictive engagement to identify needs and offer proactive solutions.
• 34% of cases resolved during the first contact by SophIA virtual assistant acting as a voicebot that handles common requests without agent interaction.
• 12% reduction in incorrect transfers by SophIA predicting user intent and directing requests to the appropriate support area.

ENGIE undertook a strategic transformation to optimize employee experience as a lever for delivering an improved, seamless and human-centered customer experience. Central to this vision was the Genesys Cloud platform, whose AI-driven capabilities empowered ENGIE to streamline workflows, improve data accuracy, and consolidate operations across multiple partner organizations into a unified, efficient model.

With deep insight into agent performance and customer interactions, ENGIE can now act on opportunities quickly, using AI-powered solutions such as speech and text analytics, Agent Copilot and Supervisor Copilot to detect customer intent, automate interaction summaries, and proactively manage follow-up commitments. This enables the company to better orchestrate customer and employee experiences, reducing effort and improving service levels for the customer.

Notable outcomes include:

• 45-second reduction in after call work (ACW) through Genesys Agent Copilot auto-summarization.
• 56% and 31% improvement in digital and voice channel service levels, respectively, from enhanced reporting capabilities that provide a comprehensive, real-time view of resource allocation across the contact center.
• 75% improvement in NPS as a result of improved service experiences.

Computacenter aimed to modernize its customer experience technology while upholding its commitment to sustainability and resilience. Central to this was replacing an on-premises CX infrastructure with the Genesys Cloud platform — a move that would enhance the omnichannel experience and support remote working, while reducing the company’s carbon footprint.

Today, Computacenter uses Genesys Cloud to deliver intelligent, innovative customer service at scale that reflects the company’s Triple A approach: Analytics, Automation and AI — ensuring service experiences continuously improve while delivering measurable environmental benefits.

This transformation positions Computacenter not only as a CX innovator, but also as a driver of environmental stewardship, setting a benchmark for how technology adoption can power both business value and sustainability impact.

This shift to the Genesys Cloud platform has enabled Computacenter to reduce the number of on-premises servers and increase remote working flexibility — leading to a reduction in CO2e in line with its sustainability goals.

Lighthouse Works embarked on a strategic transformation to deliver fully accessible, high-performing customer experiences — while creating sustainable careers for individuals who are blind or visually impaired. The nonprofit sought to improve accessibility, as well as provide sophisticated analytics and workforce management solutions, aiming to deliver both social impact and commercial excellence.

Today, Lighthouse Works leverages the Genesys Cloud platform for deep, real-time insight into customer interactions and agent performance, allowing it to respond quickly to opportunities, optimize workflows and personalize support. Unifying chat, email and voice channels through Genesys Cloud enables agents to maintain the human touch while improving efficiency and inclusivity.

Notably, the transformation has led to:

• 65% faster speed of answer through streamlined workflows and omnichannel integration.
• Up to 60 seconds saved per call on certain call types, by using virtual assistants to collect demographic information before agent engagement.
• 132% improvement in after-call work efficiency, freeing agents to focus more on live customer support.

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Harambee Youth Employment Accelerator has transformed its service model to provide high-touch, high-tech support to millions of unemployed South African youth, helping them more easily access earning and learning opportunities. The nonprofit blends human empathy with advanced CX technology to deliver personalized service at scale.

Using capabilities in the Genesys Cloud platform, including speech and text analytics, virtual assistants and omnichannel integration, Harambee has streamlined engagement across touchpoints, ensuring youth reach the right channels quickly and effortlessly.

Now Harambee can deliver always-on, inclusive service — led by guides who were once job seekers themselves. This allows teams to turn every interaction into a step toward opportunity.

Notable benefits include:

• 90% first-contact resolution and outbound answer rates, reducing repeat contacts and freeing up capacity for more complex or urgent needs.
• 90% average quality assurance scores, reflecting the impact of real-time coaching, performance dashboards, and targeted QA feedback loops.
• 24,500 hours of productive time reclaimed through workforce management and AUX code improvements.
• 95% chat and 89% inbound service level targets achieved, supported by omnichannel routing and real-time dashboards.

Rachel Papka, Chief Innovation Officer at Steinberg Diagnostic Medical Imaging (SDMI), takes an empathy-driven approach to innovation and leadership. Her philosophy centers on listening, collaboration and empowering employees — whether involving frontline staff in designing patient-facing voicebots or fostering open dialogue to remove workplace barriers.

Papka’s blend of empathy, accountability and vision has not only improved operations but also created a culture where innovation thrives because people do.

Under her leadership, employee Net Promoter Scores (eNPS) rose by 19% after implementing Genesys Cloud Workforce Engagement Management capabilities. And voluntary attrition dropped 16% due to improved coaching, development opportunities and schedule flexibility.

The workforce management solution transformed manual forecasting into an automated dashboard, freeing leaders to focus on quality and engagement. Papka emphasizes that she set the vision, and her loyal leadership team implemented it — with the tool serving as a powerful catalyst for innovations that have become shared successes.

Brian Jones, a senior specialist, is known for his supportive leadership style and perpetual drive for CX innovation. He has been instrumental in guiding the organization’s seamless migration to Genesys Cloud, streamlining processes, reducing technical debt and pioneering new standards of efficiency.

Known as the organization’s go-to expert in contact center operations, CX solutions and Genesys Cloud capabilities, Jones consistently anticipates needs, testing and refining technologies to ensure readiness before business units even make requests.

His leadership style is rooted in humility, reliability and accountability — principles that resonate both with his team and colleagues across Ascension.

Jones leads with a philosophy of never delegating tasks he wouldn’t take on himself, inspiring trust and collaboration by valuing every team member’s perspective. Whether spearheading AI-powered copilots, creating developer resources or mentoring peers, Jones pairs innovation with empathy, ensuring that every solution is sustainable and grounded in trust.

Noreen McLoughlin, a customer experience representative at ACC New Zealand, expertly transforms everyday customer interactions into memorable experiences. Known for her unique blend of efficiency, professionalism and heartfelt empathy, McLoughlin consistently achieves outstanding customer satisfaction scores and inspires colleagues.

Customers describe her service as “1,000 out of 10” and praise her patience, kindness and ability to make them feel heard and valued, setting a benchmark for excellence across the organization.

Her impact extends beyond customer service into workplace culture, where she is celebrated as the unofficial “Chief Sunshine Officer.”

Through uplifting gestures such as motivational videos and small acts of kindness, she has become a source of positivity and encouragement for her peers. McLoughlin approaches each day with optimism and authenticity, embodying a model of customer advocacy and workplace positivity.

As a Genesys Cloud expert, Lucas Woodward, Senior Software Engineer at OVO Energy, has developed countless solutions that have delivered a positive impact on both the organization’s customer experience and his developer colleagues. These include a real-time dashboard monitoring over 40,000 monthly customer interactions and an automated chatbot testing tool that safeguards production quality.

Beyond technical innovation, Woodward stands out for his empathy-driven approach to collaboration and his dedication to knowledge sharing. Through open-source tools, blogs and an active LinkedIn presence, he has become a thought leader in the Genesys Cloud community, shaping best practices and empowering developers worldwide.