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01/23/2020 Microsoft and Genesys expand partnership to help enterprises seize the power of the cloud for better customer experiences Genesys Engage on Microsoft Azure is a new trusted and secure cloud offering built to ease the transition to the cloud for large enterprises Frimley, UK – 23rd January 2020 — Microsoft Corp. and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution, Genesys Engage™, running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey. Genesys Engage on Microsoft Azure will be available in late 2020. To accelerate adoption, the companies are providing Genesys Engage on Microsoft Azure through a joint co-selling and go-to-market strategy. Customers will benefit from a streamlined buying process that puts them on a clear path to the cloud. The power of Genesys Engage on Microsoft Azure With its multi-tenant architecture, Genesys Engage on Microsoft Azure gives customers the ability to innovate faster and improve their business agility. In addition, by running the Genesys customer experience solution on this dependable cloud environment, enterprises will be able to maximize their investment in Microsoft Azure through simplified management and maintenance requirements, centralized IT expertise, reduced costs and more. These solutions make it easier for enterprises to leverage cloud and artificial intelligence (AI) technologies so they can gain deeper insights and provide tailor-made experiences for their customers. Nemo Verbist, senior vice president of Intelligent Business and Intelligent Workplace at NTT Ltd., one of the top five global technology and services providers for the world’s largest enterprises and a partner of both Microsoft and Genesys, sees great value in the partnership. Verbist said, “Many of our customers have standardized on Microsoft solutions, and Genesys Engage on Microsoft Azure gives them an additional opportunity to take advantage of their investment. Together, these solutions provide enterprises a secure and powerful foundation to communicate with their customers in creative and meaningful ways.” “Large contact centers receive an exceptionally high volume of inquiries across a growing list of channels and platforms. One of the biggest challenges is connecting the details of every interaction across all channels to ensure each customer has a seamless experience,” said Kate Johnson, president, Microsoft U.S. “By leveraging Microsoft’s Azure cloud and AI technologies, Genesys is helping enterprises create a seamless customer journey with Microsoft’s trusted, secure, and scalable platform.” “We are thrilled to give large enterprises the opportunity to run their mission critical customer experience platform in the cloud environment they already know and trust — Microsoft Azure,” said Peter Graf, chief strategy officer of Genesys. “Together, we’re making it simpler for even the most complex organizations to transition to the cloud, enabling them to unlock efficiencies and accelerate innovation so they can build deeper connections with customers.” The companies are also exploring and developing new integrations for Genesys and Microsoft Teams, Microsoft Dynamics 365 and Azure Cognitive Services to streamline collaboration and communications for employees and customers. More information will be released about these upcoming integrations later this year. Register for the upcoming webinar, Genesys Engage + Microsoft Azure: Transform Your Customer Experience in the Cloud, on March 4, to learn more. About Genesys Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com. ©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. About Microsoft Microsoft (Nasdaq “MSFT” @microsoft) enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. For more information, press only: Microsoft Media Relations, WE Communications for Microsoft, +1 (425) 638-7777, [email protected] Janne Virtanen, Genesys Media Relations - EMEA, +44 1276457119 [email protected]   Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at http://news.microsoft.com. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at https://news.microsoft.com/microsoft-public-relations-contacts.

01/15/2020 Genesys Introduces Experience as a Service Enabling Organisations to Deliver True Personalisation Rapid innovation, lightning-fast deployments and infinite scale solidifies Genesys Cloud as the world’s leading public cloud contact centre platform FRIMLEY, HAMPSHIRE — January 15, 2020 — Genesys®, the global leader in omnichannel customer experience and contact centre solutions, announces it is changing the name of its flagship software as a service (SaaS) offering, PureCloud®, to Genesys Cloud™. This shift reflects the evolution of the company and marks the launch of Experience as a ServiceSM powered by Genesys Cloud, which enables organisations to achieve true personalisation at scale. Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact centre platform, helps organisations provide better experiences to their customers and employees.   “Through Genesys Cloud, we’re delivering Experience as a Service to make it easier for organisations to foster customer trust and loyalty. This starts by helping them know their customers as individuals, not profiles or segments, and leading with empathy throughout every connected moment,” said Tony Bates, chief executive officer of Genesys. “When businesses can provide distinctive experiences tailored for each customer, they’re achieving the level of personalisation today’s consumers are looking for – and that’s what we enable with Genesys Cloud.”   The solution for any organisation Last year alone, nearly 500 new customers across the globe selected Genesys Cloud, including Banco Inter, Concord Servicing Corporation, eFinancial, Ethiopian Airlines, Medicard Philippines, Inc., Paycor, SITA and TechStyle. The company also announced it closed more than 1,000 deals with existing customers in 2019, helping them to further modernise the service they deliver through Genesys Cloud. Deployments range in size from 20 to 20,000 seats with nearly 90 per cent of organisations fully implemented in just 90 days.   “As the fastest growing digital bank in Brazil, we chose Genesys Cloud because we needed a cloud-based omnichannel customer experience platform that could keep up with our accelerated growth strategy,” said João Marcus dos Santos, customer care IT leader of Banco Inter. “Genesys Cloud allows us to use a single solution to engage with our customers on every channel and provides the flexibility we need for our company’s rapid evolution, enabling us to add innovative and disruptive solutions quickly.”   New pricing gives businesses ultimate agility  To make it even simpler for organisations to adopt Genesys Cloud, the company is rolling out new usage-based pricing. Beginning in the first quarter of 2020, customers have the flexibility to pay only for the hours they want and add as many users as required. In addition, customers can also make changes to their subscription bundle, such as increasing hours and adding digital channels or workforce engagement management seats. This gives customers unmatched versatility to tailor their subscriptions to meet evolving business requirements.   “After a nearly 30-year legacy of providing leading on-premises contact centre solutions, Genesys has successfully pivoted to the cloud – a feat many premises providers have tried but few have succeeded in making,” said Sheila McGee-Smith, president, McGee-Smith Analytics. “Genesys Cloud gives businesses the best of both worlds: one of the industry’s most powerful cloud platforms enabling rapid innovation and scalability, coupled with the knowledge and expertise of an industry pioneer. This winning combination enables even the most complex organizations to provide a differentiated experience to each customer, every time.”   The platform for rapid innovation Easily and cost-effectively customisable, Genesys Cloud is an innovative development platform that allows organisations to address the unique needs of their customers and industry. With its robust feature set, open APIs and 100% microservices-based architecture, the platform was built for developers by developers. In fact, last year alone, 60% of the platform’s 7 billion and growing monthly API calls originated from customers and partners. In addition, organisations have even more opportunity to make Genesys Cloud their own by leveraging applications, integrations and services from the Genesys AppFoundry®, the fastest-growing dedicated customer experience marketplace in the industry.   The company also announced it is delivering all-new innovations exclusively via the Genesys Cloud platform. This makes it easy for any Genesys customer – whether on-premises, cloud or hybrid – to consume new capabilities, including artificial intelligence, digital, predictive analytics and more, regardless of the Genesys product they use.   Learn more about transitioning from an on-premises contact centre solution to Genesys Cloud.   About Genesys Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experiences as a ServiceSM so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com/uk.   ©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, and the Genesys logo, are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.   Contacts:   Genesys Janne Virtanen Senior Public Relations Manager – EMEA +447408 885 099 [email protected]   Whiteoaks International Jo Elliott Whiteoaks PR [email protected] 01252 727313

11/19/2019 74% of UK shoppers will avoid physical stores on Black Friday Consumers go online for the latest offers, but experiences still matter FRIMLEY, UK, 19 November 2019 —74% of UK consumers won’t hit High Street for Black Friday offers, with over half saying they never shop in-store during the sales event. This is according to a study from Genesys® (http://www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact center solutions. 30% of UK shoppers cite crowded stores as the biggest reason for avoiding Black Friday events. Of the 74% of UK consumers not shopping in brick and mortar stores this Black Friday, over half (53%) say they “never” go to hunt for bargains. What makes things more challenging for retailers is that 21% of shoppers used to go shopping in-store during Black Friday but have since stopped, suggesting that retailers need to entice shoppers with more than offers to return to physical stores. The Black Friday shopping trend is pointing more towards online with more than a quarter (27%) of UK consumers saying they prefer it because it’s easier. However, where this is seen as more convenient, 85% of UK consumers base their purchasing decisions on how well a retailer deals with customer service issues. The second biggest influence on spending decision for 43% of consumers is value for money. “During this heightened shopping season, consumers not only look for the best possible deals, but increasingly base their purchasing decisions on how well businesses respond to issues, such as making returns and requesting technical support,” said Mark Armstrong, Vice President for UK and Ireland at Genesys. “Therefore, it is important that regardless of the sales channel, whether in-store or online, brands provide positive experiences and have the means to effectively communicate with customers to solve queries or complaints.” The Generational Divide When it comes to generational differences, Millennial and Baby Boomer shoppers are completely aligned. in fact, 89% of neither generation intends to shop in a physical store this Black Friday. Interestingly, 68% of Generation X shoppers – those aged between 35-54 and sit between Millennials and Baby Boomers say they won’t shop in store either. It’s clear in-store Black Friday events lack appeal for all generations of shoppers. Less than a quarter of Boomers (23%) will shop online for Black Friday deals instead of visiting a physical store compared to 38% of Generation X and 32% of Millennial shoppers. This could be down to Boomers being less internet-savvy than younger generations but these findings could also suggest that physical, online and multichannel retailers could be losing Black Friday revenue by failing to provide customer experiences that cater for older shoppers. Survey Methodology   Genesys commissioned third-party research consultancy Vitreous World to conduct online surveys in five countries of 4,005 adult consumers. The margin of error is plus/minus 1.5 percent.   About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.   Contact:   Genesys Janne Virtanen Senior Public Relations Manager - EMEA Tel.: +44 7408 885 099 [email protected] Whiteoaks International, [email protected] +44 1252 727 313

11/12/2019 UK businesses plan to adopt more AI in next 12 months Organisations look at AI for efficiency gains, though some believe that implementation will be too complex, Genesys study finds Frimley, UK, 12th  November 2019 –New research has found that 60% of UK companies are already using artificial intelligence (AI), or plan to start using it in the next 12 months. Additionally, 37% of those businesses are using AI to drive business objectives, provide more efficiency and reduce cost. The findings come from research carried out by Genesys® (http://www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact center solutions. The study also revealed that 42% of UK companies expect that they will see positive impact on their businesses within 12 months of deploying AI-based solutions. AI deployments set to grow, despite perceived barriers There are, however, some barriers to applying AI according to UK. The study found that 40% of employers believe implementation will be too complex, which could be seen as surprising considering the number of businesses that have already implemented an AI solution or plan to do so in the near future. Nearly a quarter (24%) of companies believe there is a hesitation within their company leadership when it comes to the adoption of new technologies like AI, bots and augmented reality, citing suspicion that the value of these technologies is over-hyped. Further, 20% are concerned about the cost of adopting the systems, but this much less of a concern for companies with more than 50 employees. For 16% of businesses, there is hesitation that deployment and training will take too long and cause too much disruption. A blended future for the UK workforce UK businesses considering the use of AI need to ensure that their deployments complement and assist their workforce. It is therefore not surprising that a separate survey by Genesys found 64% of employees believe companies should be required to maintain a minimum percentage of workers versus AI-powered robots and machinery. Employees can take solace in the fact that 61% of employers agree that a minimum percentage of employees should be maintained. “It’s not surprising that the majority of UK employers recognize the value in AI,” says Mark Armstrong, vice president for UK and Ireland at Genesys. “The most successful AI deployments will combine the best data, technologies and people. Forward thinking businesses will understand this intelligent technology will have the most impact when it is used to automate repetitive tasks and complements the skills of workers to make their jobs easier and more fulfilling.” workforce as they now deal with the more complex problems that will provide them with more fulfilling days.” Survey Methodology Genesys commissioned third-party research consultancy Vitreous World to conduct online surveys in six countries of 5,310 adult employers or employees, coming from a total pool of 28 industry categories. The margin of error is plus/minus 3 percent. Genesys announced initial employee survey findings in July and will continue to release additional insights in the coming months from both employee and employer surveys on a global and country-specific basis. For more highlights from the survey and details on the methodology and participants, please contact [email protected] to obtain the slide deck and full survey data.   About Genesys Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.   ©2019 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.   Contacts: Janne Virtanen Senior Public Relations Manager Genesys [email protected] T +44 1276457119   Jo Elliott Account Manager Whiteoaks [email protected],uk T +441252 717313