Welcome to the Future: It’s Digital 2025

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Measuring AI Quality: Bias, Accuracy and Benchmarking for Conversational AI

Artificial intelligence (AI) practitioners are often asked to show their work. They have to prove that their AI technology works...

Rahul Garg

02/10/2023

Reinventing Employee Experiences with AI in the Workplace

Delivering empathetic, engaging employee experiences has become a top priority for a growing number of organisations. Those that...

David Wasserman

06/09/2023

Conversational and Generative AI: The Dynamic Duo for Contact Centres

Automation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new...

Hardy Myers

04/09/2023

Banking and Workforce Engagement: Preparing for the Future

Banks are investing in bots — often with the expectation of a dramatic decrease in calls. But, data confirms that’s not...

David Porter

03/08/2023

Creating New Value for Customers with Generative AI

Earlier this year, we shared our thoughts on generative artificial intelligence (AI) and the considerations we’re applying at...

Olivier Jouve

21/07/2023

Genesys Empowers Charities with Cloud Contact Centre Tech

At a time when so many people could use a helping hand, delivering empathy has never been more important. Nonprofit organisations...

Olivier Jouve

20/07/2023

Contact Centre AI Bridges Gaps in Agent and Customer Connections

There’s a new dawn in the role of the contact centre agent. Over the last decade, the maturity of conversational artificial...

Sean Rooney

12/06/2023

5 Signs Your Contact Centre Data Is Disorganised

Contact centre leaders often face significant challenges in interpreting large volumes of customer data. While the data provides...

Peter Hornberger

02/06/2023

Building truly patient-centric, digital-first healthcare services

Together, Genesys and Orange Business are helping life science, healthcare and MedTech clients around the world to digitally...

Melanie Goncalves-Andreas

30/05/2023

The Payoff of Personalised Customer Service

The two things consumers globally value most in a service interaction are a fast response and a first-contact resolution,...

Claire Beatty

12/05/2023

3 New Genesys Cloud CX Satellite Regions Enhance Voice Quality

In today’s hyperconnected business landscape, it’s essential for multinational organisations to have a strong global presence...

Olivier Jouve

14/04/2023

Genesys Message on Silicon Valley Bank News

With the news of the closure of Silicon Valley Bank and Signature Bank, and the unfolding situation with First Republic Bank and...

Brian Swartz

14/03/2023

Top Customer Experience Stats to Know in 2023

The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys,...

Claire Beatty

01/02/2023

The Definitive List of 29 Call Centre Metrics and KPIs

Call centres are an operationally complex element of your business, but they play a big role in your customers’ experience with...

Steve Offsey

20/12/2022

New Genesys CMO Barbara Holzapfel Talks CX Transformation, Passion for Customers

Today, Genesys welcomes its new CMO, Barbara Holzapfel. Our Chief People Officer, Eva Majercsik recently sat down with Barbara to...

Genesys

12/12/2022

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.