Check out Genesys
in the news

06/25/2025 Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences  First release, Genesys Cloud AI Guides, will enable teams to design and govern more autonomous AI agents with no coding required SAN FRANCISCO, JUNE 25, 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced Genesys Cloud™ AI Studio – the foundation organizations need to responsibly move to agentic AI-driven customer engagement. Genesys Cloud AI Studio is a centralized innovation hub designed for building, managing and scaling AI faster. It provides organizations with intuitive, agentic-ready tools embedded with guardrails for smarter, more personalized experiences. Genesys Cloud AI Guides, the first capability released for Genesys Cloud AI Studio, will equip brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys. “Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption,” said Hayley Sutherland, research manager for conversational AI at IDC. “Genesys is offering organizations a robust entry point for autonomous AI, and the tools to help ensure every AI-powered customer interaction is secure, ethical and aligned to their strategy and values.” As AI advances to act more independently and make non-deterministic decisions, strong governance is critical. Yet 80% of business leaders cite explainability, ethics, bias or trust as significant adoption barriers, even with deterministic forms of AI like generative. Half admit their organizations lack the governance to manage these risks, according to research from IBM Institute for Business Value. Responsible Agentic AI at Scale for All Most virtual agents today require technical resources to develop and follow rigid, pre-programmed flows that can break under complex real-world interactions. In contrast, agentic AI will introduce more autonomy, enabling virtual agents to make decisions and adapt dynamically. This advancement will likely promise better customer experiences but also heightens governance risks as virtual agents’ actions can affect customer loyalty and brand reputation across the enterprise. With AI Guides, Genesys will empower organizations to confidently embrace the future using an easy no-code interface to build and deploy intelligent virtual agents that can reason and act within configurable guardrails defined by the business. These virtual agents are equipped to handle more complex, multistep customer interactions. Use of AI Guides will allow virtual agents to move beyond managing transactional customer interactions to trigger enterprise-wide workflows, collaborate across human and AI teams, and act on behalf of brands in higher-stakes moments. AI Guides is designed to help organizations scale semi-autonomous customer experiences by providing clear, governed instructions that guide the behavior of large language model-driven agents to minimize hallucinations and align outputs with business goals through: Natural Language, No Code Required: Easily build or refine virtual agents using plain language or existing documentation with no coding skills needed. Build Once, Deploy Anywhere: Design experiences once and deploy them across Genesys Cloud Virtual Agent and Copilots, and more to maintain consistency and reduce duplication of effort. Enterprise-Grade Collaboration: Seamlessly connect front, middle and back-office systems to execute tasks, automate workflows and deliver measurable business outcomes. Guardrails Built In: Implement configurable, testable safety controls to help enable increased accuracy, appropriate tone and policy compliance to support responsible adoption of agentic AI. AI Guides is built with flexibility at its core, using a model-agnostic architecture that enables continuous A/B testing and iterative improvements as new language models emerge. This allows Genesys to select and evolve the optimal model over time to help organizations deliver the best outcomes. This versatility is powered by the Genesys Cloud platform, which offers seamless integration with proprietary, open-source and leading frontier models including those available through Amazon Bedrock, ultimately enabling organizations to bring their own models. With this extensibility, organizations can innovate with AI to best align with their goals without compromising safety, oversight or performance. Building the Foundation for Autonomous Customer Engagement AI Guides introduces essential agentic AI capabilities to the Genesys Cloud platform’s conversational, generative and predictive AI. Underpinning Genesys Cloud AI is the Genesys Event Data Platform, which transforms raw interaction data into structured signals, such as intent, outcomes and behavior, to enrich customer profiles. This context helps fuel smarter orchestration, accelerate model training and improve more effective AI performance across capabilities, including Genesys Cloud AI Studio and AI Guides. With the launch of Genesys Cloud AI Studio and AI Guides, Genesys is equipping organizations with critical capabilities to advance toward Level 4 of Experience Orchestration, which is where customer engagement becomes semi-autonomous, scalable and governed by business-defined guardrails. Another upcoming tool, Genesys Cloud Custom Conversation Summaries, will further enhance control, enabling organizations to generate interaction summaries that reflect their unique brand voice, formatting standards and compliance requirements. “Many organizations lack the infrastructure and governance framework for the responsible use of agentic AI with their customers today. We’re focused on giving every business an accessible and safe path forward,” said Olivier Jouve, chief product officer at Genesys. “With AI Guides, Genesys is delivering the foundation for agentic orchestration with guardrails and trust embedded so our customers can accelerate innovation and position themselves to drive ROI and differentiation.” Availability for Genesys Cloud AI Studio capabilities, AI Guides and Custom Conversation Summaries are expected in the second quarter of the company’s fiscal year 2026 (May 1–July 31, 2025). For more information, visit genesys.com. 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 their customers and employees. Through Genesys Cloud, the 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 platform that is born in the cloud, Genesys Cloud helps organizations 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. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud 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 Marielle Sedin Marielle.sedin@genesys.com

06/16/2025 Genesys Appoints Allen Chiu as Chief Legal Officer   San Francisco, June 16, 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the appointment of Allen Chiu as chief legal officer and executive vice president, effective July 1, 2025. Chiu, who currently serves as chief compliance officer and general counsel at Genesys, will succeed Jim René, who is retiring after 25 years of distinguished service. René will remain with the company as special counsel through the end of the year to ensure a smooth succession process.   Chiu brings more than 20 years of legal experience and has already played a pivotal role in shaping the legal and compliance function at Genesys. In his current role, Chiu oversees the company’s global ethics and compliance program, trade and export controls, and litigation strategy. Chiu will report to Genesys chairman and CEO, Tony Bates.  “Allen is an exceptional and strategic leader whose deep expertise in compliance, privacy and global regulatory matters will be instrumental as we continue to scale our business and expand our AI leadership,” said Bates. “His thoughtful counsel and business acumen will help us navigate complexities and keep Genesys at the forefront of experience orchestration.”  Prior to joining Genesys, Chiu served as an assistant United States attorney in the US Department of Justice, where he worked in the national security and criminal divisions in the Central District of California. He began his legal career at Latham & Watkins LLP and clerked for Judge Dana M. Sabraw in the US District Court for the Southern District of California.   René has served as a trusted advisor and strategic legal leader at Genesys, helping guide the organization through critical phases of transformation, governance evolution and risk management.    “Jim’s contributions to Genesys have been significant and enduring,” said Bates. “His legal insight and steady guidance have been essential in strengthening our governance, navigating complex challenges and supporting the company’s growth. We’re deeply grateful for his contributions and leadership, and we wish him all the best in his next chapter.”  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 their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations 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.    Media Contacts: Janelle Dickerson Janelle.Dickerson@Genesys.com     Method Communications Genesys@Methodcommunications.com  

06/10/2025 Strong Adoption of AI-Powered Experience Orchestration Capabilities Fuels Genesys Cloud Momentum in First Quarter of Fiscal Year 2026 Genesys signs its second-largest Genesys Cloud deal in history with Fortune 100 technology company  San Francisco, June 10, 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $2.1B annual recurring revenue (ARR)i during the first quarter of the company’s fiscal year 2026 (Feb. 1– April 30, 2025), representing year-over-year growth over 35%, an acceleration from the previous fiscal quarter. The momentum reflects increased adoption of Genesys Cloud AI as organizations enhance efficiencies while creating more personalized, connected experiences. With the continued momentum, Genesys believes it’s strongly positioned to lead the advancement of agentic AI in customer experience (CX) orchestration.  Genesys Cloud enterprise momentum continued as the company signed its second-largest deal ever on the platform, an eight-figure annual contract value (ACV) new customer win with a Fortune 100 technology company. Meanwhile, existing customers continued to expand their usage of Genesys Cloud capabilities, resulting in the platform’s average quarterly net revenue retention (NRR)ii exceeding 120% for the last four fiscal quarters.  “Enterprises are operating in the experience economy where empathy, delivered at scale through AI, redefines what it means to truly connect with customers,” said Tony Bates, chairman and CEO of Genesys. “With the rise of agentic AI, organizations will have more opportunity to deliver proactive, personalized experiences that make customers feel seen and valued, not just a number in a queue. Genesys is at the forefront of the AI transformation that makes this possible, enabling organizations to create experiences that are not only smarter, but deeply human.”   With advanced predictive, conversational and generative AI capabilities, Genesys empowers businesses with real-time intelligence, automation, personalization and optimization tools that can enhance every interaction. Genesys Cloud AI momentum during the quarter included:   The number of agents supported by Genesys Cloud Agent Copilot grew more than 3X year-over-year, helping organizations drive efficiency, accuracy and elevated CX.    Genesys Cloud Copilot generated over 10X more summaries year-over-year, helping agents streamline routine tasks and save time so they can stay focused on customers.  The number of knowledge articles surfaced on Genesys Cloud increased more than 4X year-over-year, enabling more effective resolution of customer issues through smarter automation and better-supported agents.   The number of bot conversations grew 2X year-over-year, as organizations position themselves to deliver more effective self-service experiences.  The number of Genesys Cloud Web Messaging conversations increased by over 80%, underscoring consumers’ growing preference to connect with businesses on digital channels.  Building upon the Genesys Copilot suite and Virtual Agent, new AI capabilities for supervisors enable managers to automate tasks, optimize performance and surface real-time intelligence to help organizations scale and ensure quality for improved outcomes.  Genesys Cloud Social expands on the Genesys Cloud platform’s existing capabilities with public social media listening, enabling organizations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalized, connected experiences.    The Engine Behind Exceptional Customer Outcomes  Organizations around the world continue to choose Genesys Cloud to help them level up their experience orchestration capabilities and deliver smarter, more empathetic customer experiences, including Xerox, Bank Australia, Banco de Crédito del Perú (BCP), Corendon, Getnet, InspiriTEC, News Corp Australia, Security Bank and Tokio Marine.    Highlighted customer success includes:   AAA - The Auto Club Group (ACG) is accelerating its digital transformation by modernizing voice self-service applications and deploying advanced digital capabilities for Roadside Assistance. As part of its evolution to the Genesys Cloud platform, ACG has strengthened remote workforce support and eliminated the IT overhead tied to legacy on-premises infrastructure — freeing up resources to focus on strategic priorities. Looking ahead, ACG plans to expand its use of Genesys Cloud AI-powered capabilities, including Agent Copilot real-time agent assistance and advanced voicebots to enhance self-service options. These innovations will enable faster, smarter and more exceptional member experiences — while setting the foundation for long-term scalability and service excellence.  Auto & General Insurance, a digital-first insurer serving Singapore, is redefining customer and employee experiences with Genesys Cloud. By unifying inbound and outbound voice, SMS and email on a single platform, Auto & General Insurance has seen major improvements in operational efficiency—reducing manual processes and optimizing support for its remote workforce. Additionally, Genesys Cloud AI-powered capabilities enhance team performance by providing real-time insights for coaching and development. With clear benefits from its omnichannel strategy, Auto & General Insurance plans to further expand its digital footprint with solutions like virtual assistant and web messaging to deliver even more personalized, connected experiences.  Caixa, a Brazilian federal bank serving 155 million people, is embracing digital transformation with Genesys Cloud. By unifying customer interactions and optimizing journeys through Genesys Cloud AI orchestration, Caixa aims to improve efficiency, reduce friction and enhance personalization. This commitment by Caixa to AI-powered automation enables a scalable, future-ready approach that can elevate customer satisfaction and strengthen its competitive position.  Conduent, a global technology-driven business solutions and services company, is using the Genesys Cloud platform to enhance its customer experience solutions. With numerous deployments of the Genesys Cloud CX® offering completed, the integration is enabling Conduent to deliver tailored digital-first roadmaps, using analytics to optimize agent performance and surface insights that drive measurable outcomes, such as reducing handle times, boosting first-contact resolution and elevating customer satisfaction.  Liberty Latin America, a leading telecommunications company operating in over 20 countries across Latin America and the Caribbean, transformed its customer and employee experience by implementing Genesys Cloud to unify fragmented systems and accelerate AI adoption. By implementing digital-first tools like predictive routing and Genesys Cloud Agent Copilot, Liberty Latin America empowered over 2,000 agents and expanded its service across multiple markets, including the Bahamas and Curaçao. This shift led to measurable results, including a 34% increase in self-service usage and 18% annual savings in total CX costs.  Modivcare, a leading tech-enabled provider of supportive care services focused on the social determinants of health — which includes non-emergency medical transportation, personal care and remote patient monitoring — is transforming its member experience with the Genesys Cloud platform. Using Genesys Cloud Web Messaging, Modivcare has seen an increase in members engaging through digital channels and improved containment rates, resulting in revenue from digital bookings increasing by 150%. By leveraging AI-powered capabilities such as Agent Assist and Workforce Engagement Management, Modivcare has realized $17 million in annualized value, which is projected to grow to $50 million within three years.  Steinberg Diagnostic Medical Imaging (SDMI), a leader in patient-centered imaging, implemented Genesys Cloud capabilities to elevate patient-centered care by automating routine tasks through virtual agents. This enabled staff to focus on more complex, emotionally meaningful interactions. As a result, SDMI now manages 4,000 additional patient calls each month and has reduced abandonment rates from 10% to just 2.9%.  Stanley Steemer, a household name in residential and commercial cleaning for more than 60 years, is accelerating its digital service strategy by expanding its use of Genesys Cloud AI to deliver smarter, more efficient customer experiences. Most recently, Stanley Steemer introduced an AI-powered voicebot to manage cancellation and reschedule requests for branch appointments, and it now resolves approximately 70% of those calls without agent assistance. This has driven a 10% reduction in overall call volume reaching agents, allowing them to focus on more complex customer needs. With customer experience as a top priority, Stanley Steemer now plans to expand the interaction types supported by AI voicebots as part of its broader CX innovation strategy.  The UK's National Society for the Prevention of Cruelty to Children (NSPCC) has been protecting children for over 100 years, working to prevent abuse and neglect while providing expert support. The NSPCC is at the start of an exciting journey, future-proofing the technology that supports its two flagship helpline services, Childline and the NSPCC Helpline. Through Genesys Cloud, service users will have more choice about how they can get the support they need, and staff and volunteers will be able to spend more time talking to those who need their help. In addition, the NSPCC will be able to increase the number of children and young people it helps to feel safe, listened to and supported.  Nationwide, one of the largest insurance and financial services organizations, is deepening its collaboration with Genesys to modernize customer engagement. Managing millions of customer interactions annually, Nationwide has adopted Genesys Cloud capabilities to provide seamless and consistent experiences for customers across multiple channels. Looking ahead, the organization remains committed to modernization and scalability, with plans to further unify its contact center ecosystem and integrate additional capabilities enterprise-wide.  RelateCare, a US and Ireland-based provider of smart sourced patient access and virtual Nurse Triage solutions, is modernizing its operations with Genesys Cloud to support its mission of delivering innovative, future-ready healthcare experiences. This transformation is set to enhance digital access and self-service capabilities; enable seamless integration with leading Electronic Health Record platforms including EPIC; and introduce AI-powered tools that benefit both patients and healthcare staff.  Genesys Recognized by Analysts and Customers  Genesys was recognized as a Leader in Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025.iii The Genesys Cloud platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria.  Genesys was recognized in the Gartner® Market Guide for Customer Journey Analytics & Orchestration for the sixth time in a row.iv Genesys attributes this recognition to its ability to seamlessly orchestrate experiences across touchpoints and provide comprehensive journey analytics, empowering organizations with insights for continuous optimization.   Genesys was positioned by clients as a Customers’ Choice in the 2025 Gartner Peer Insights™ Voice of the Customer for Contact Center as a Service. The company achieved an overall average rating of 4.7 of 5 stars and a 94% “Willingness to Recommend” rating from verified reviewers.v The company believes the recognition reinforces the confidence organizations have in the Genesys Cloud platform to help them provide superior customer and employee experiences at scale.     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 their customers and employees. Through Genesys Cloud, the 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 platform that is born in the cloud, Genesys Cloud helps organizations 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.    © 2025 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.  Janelle Dickerson Janelle.Dickerson@Genesys.com Method Communications Genesys@Methodcommunications.com i Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four.  ii Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period.  iii The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025, Forrester Research, Inc., April 10, 2025  Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here. iv Gartner Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin and Daniel O’Sullivan, 17 February 2025  v Based on 325 reviews as of May 2025.  Gartner Disclaimer  Gartner® and Peer Insights™ are trademarks of Gartner, Inc. and/or its affiliates. All rights reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, 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.  Gartner does not endorse any vendor, product or service depicted in our 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.   

06/09/2025 Trevor Schulze Joins Genesys as Chief Information Officer  San Francisco, June 9, 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the appointment of Trevor Schulze as Chief Information Officer (CIO). Schulze will oversee the Genesys global information technology organization to further advance the company’s AI and cloud strategy and support its continued growth.   “Trevor is a transformational leader with a proven track record of driving enterprise innovation at scale,” said Tony Bates, Chairman and CEO of Genesys. “His deep expertise in AI, cloud and customer-centric digital transformation will help us accelerate our vision of delivering the power of empathy to every customer experience.”  Schulze brings more than 30 years of experience driving business success through innovative technology solutions. Schulze joins Genesys from Alteryx, where he was most recently the senior vice president and Chief Digital and Information Officer, responsible for leading the company’s digital transformation and enterprise AI initiatives. Prior to Alteryx, Schulze held CIO and senior leadership roles at RingCentral and Micron Technology, where he led strategic initiatives across enterprise AI, customer experience and cloud modernization. He has also held senior information technology positions at Broadcom Corporation, Advanced Micro Devices and Cisco Systems.    “Genesys is redefining what is possible at the intersection of AI and customer experience orchestration,” said Schulze. “The pace of innovation here is reshaping how technology can deliver powerful outcomes to organizations—with agentic AI emerging as a true differentiator. As we pioneer the next wave of customer experience transformation, my focus will be on strengthening our foundation to unlock new levels of value for our customers.”     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 their customers and employees. Through Genesys Cloud, the 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 platform that is born in the cloud, Genesys Cloud helps organizations 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.     Janelle Dickerson Janelle.Dickerson@Genesys.com Method Communications Genesys@Methodcommunications.com