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04/02/2020 Genesys Helps Organisations Manage Increased Customer Service Demands and Establish Remote Workforces During COVID-19 Pandemic Rapid Response offer gives organisations free cloud contact center solution deployed in 48 hours, plus no premiums for volume spikes and comprehensive training and support FRIMLEY— April 2, 2020 — As the world adapts to the COVID-19 pandemic, organisations of all sizes are struggling to manage increased demand while working to keep employees safe. To help navigate these challenges, Genesys®, the global leader in cloud customer experience and contact center solutions, has launched a new Rapid Response offer to give any organisation free access to Genesys Cloud so they can provide mission-critical support and enable remote teams fast, with deployment in just 48 hours.   In response to COVID-19, more than 700 organisations from all over the world, including Arise-Europe, City of Helsinki, eFinancial, FMI Call Centre, Gleaners Food Bank, Home Credit, JPIMedia, Ly.com, Lenovo, Ping-An Insurance and Tokyo Individualized Educational Institute, Inc., have requested assistance from Genesys to support remote capabilities, shift their geographic operations or manage unexpected surges in customer inquiries. In fact, the Genesys Rapid Response offer has already allowed more than 500,000 contact center employees to continue serving consumers from the safety of their homes since February. Examples include:   A major financial services company transitioned nearly 10,000 in-office contact center agents to remote work within days. The company plans to enable another 5,000 to work from home. In addition, the company doubled its record for customer transactions, jumping to 3 million during this period. A Fortune 50 software company shut down its contact centers in a COVID-19 outbreak area and shifted all calls to other countries. The company updated its IVR and rebalanced its routing to accommodate this change while transitioning thousands of agents around the world to virtual work within days. A large state government entity was able to convert 3,000 agents to remote work in a single day. It also onboarded 400 new agents in just three days.   Genesys Rapid Response   The company’s Rapid Response offer allows organisations to launch a secure cloud contact center with the fundamental capabilities needed to engage effectively with customers and colleagues from anywhere. This includes support for automation and self-service, voice and email routing, interaction recording and employee collaboration tools. To make the transition easier for employees and supervisors, on-demand training and education is also included. In addition, Genesys is assisting organisations in controlling costs by waiving overage premiums resulting from unexpected spikes in customer inquiries.     “At Genesys, we have a responsibility to help however we can during this difficult time,” said Tony Bates, chief executive officer of Genesys. “No matter what challenges organisations face, Genesys is committed to partnering with them to protect their employees, serve consumers and help contain the COVID-19 outbreak. Every action we take to stop the spread matters, but we can’t do it alone. Across every function and with support from our partners, the Genesys community is coming together to help organisations through this unprecedented situation.”   Broader Support for COVID-19 Response   The Genesys ecosystem is instrumental in this effort with many providing services and guidance to facilitate business continuity during the COVID-19 crisis. The company is also exploring solutions with Google Cloud and others, as well as implementation partners, including Avtex, ConvergeOne and NTT, Ltd., which are critical in helping expedite deployments of Genesys Cloud. In addition, several Genesys AppFoundry® partners are also extending their free trial period to align with Genesys Rapid Response.   “Genesys is doing more than giving away technology,” said Ken Landoline, principal analyst, Customer Engagement, Omdia. “The company is delivering a holistic solution and providing access to a community that delivers services, support, training, guidance and best practices so organisations are truly equipped to help employees and customers through this difficult time I believe this is right on target and is the best course of action given the complexity of what businesses are up against.”   Customer comments on Genesys Rapid Response:   The City of Helsinki partnered with the local Evangelical Lutheran parishes, and many charities, to contact proactively more than 80,000 elderly residents to ensure their well-being amid the COVID-19 crisis. Genesys Cloud serves as the technology foundation for this service and enables 500 volunteers to support these citizens. “The cooperation with Genesys to launch the Helsinki Helpline has already been amazing. In just a couple of days, we launched a fully functioning contact center and trained our team, including citizen volunteers with many different backgrounds,” commented Tiina Hörkkö, director of the Helsinki Helpline, City of Helsinki.   eFinancial, the second largest direct-to-consumer life insurance brokerage in the nation, deployed Genesys Cloud for use by its eSales department three weeks earlier than planned due to COVID-19. “Employees from all three of our call centers are working remotely now and we are maintaining production levels,” said Paul Bourdeux, vice president of Information Technology for eFinancial. “Without Genesys Cloud this could have been disastrous. The added investment for the solution has already paid off.”   Since mid-March, Gleaners Food Bank has tripled the number of households it is feeding per day. Part of the spike was from individuals requesting food delivery services, which the organisation did not provide previously. Gleaners Food Bank President and Chief Executive Officer John Elliott commented, “Within seven days, we went from not being able to handle the surge of calls to being able to manage them effectively via Genesys Cloud. We now have an automated qualification process so we can identify eligible households and deliver food to those in need.”   JPIMedia is one of the largest national, regional and local multimedia organisations in the UK. “We successfully transitioned 450 users to a temporary remote working model within 5 days following government advice. This allows our commercial teams to stay connected with our customers,” said Rebekah Avill, head of Commercial Systems at JPIMedia.   Arise-Europe was enlisted by Ireland’s health service, the HSE, to rapidly provide additional contact centre support for its COVID-19 helpline. Using support from Genesys, Arise-Europe was able to quickly scale its operations. “Within just two days, our team was taking calls and providing vital support under the supervision of health professionals and leveraging the integrated quality management features. The flexibility of Genesys software also enabled some of the staff to work off-site and support the wider community effort against COVID-19,” said Joe Cahalane, CEO of Arise-Europe.   FMI call centre has been using Genesys Cloud system for the past two years. “While we have always been impressed by the various functionalities of the platform, the full-scale benefits of undisrupted functionality and business-as-usual, really came to the fore during the COVID-19 crisis as we moved our teams to work remotely. In a time of tremendous business upheaval, we have been able to seamlessly maintain a full service offering to our clients in both Northern Ireland and the Republic of Ireland. Daily video chat catchups allow all team members to feel connected which plays a crucial role in productivity and general well-being in a remote setting,” said Majella Flynn, Operations manager at FMI Call Centre.       Learn more about Genesys Rapid Response, which is available for any organisation, including existing Genesys customers as well as other businesses, government agencies and non-profits. Local restrictions may apply, and organisations must sign up by April 30, 2020.   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 Experience 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 CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visitwww.genesys.com/en-gb   ©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service 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. Contacts: Genesys Janne Virtanen Senior Public Relations Manager – EMEA +447408 885 099 [email protected]   Whiteoaks International Anne Chianalino Whiteoaks PR [email protected] 01252 727313

03/12/2020 Genesys Messaging with WhatsApp Simplifies Communication Between Businesses and Consumers Powerful contact center solution from leader in customer experience helps organisations connect every interaction across voice, email, chat and messaging FRIMLEY, UK — March 12, 2020 – Vodafone Germany is now using WhatsApp, SMS and another top business messaging platform supported by Genesys®, the global leader in cloud customer experience and contact center solutions. With Genesys Messaging, 1,500 of the company’s agents can connect easily and intuitively with customers on this growing channel, which already averages 300,000 monthly interactions.   WhatsApp is the messaging platform of choice for more than 80% of all mobile phone users in Germany[1]. As such, the organisation knew it was vital to provide service via this channel so its customers could communicate with agents as easily as they do with friends and family. Today, WhatsApp generates about 75% of the company’s messaging volume, and Genesys Engage™ enables it to meet this demand.   “We expect to handle over 600,000 messaging interactions per month by 2020,” explains Jörg Knoop, technology digital incubator at Vodafone. “We envision WhatsApp and messaging will be central to our customer communications in the future and will enable us to securely respond to customer queries through our customers’ Vodafone WhatsApp chat. In addition, more than every third conversation is already fully handled by the inhouse intelligent virtual assistant TOBi.”   The multinational telecommunications company handles all customer service interactions across each of its channels, including voice, email, chat and messaging, through Genesys Engage, an omnichannel, multi-cloud contact center solution for large businesses. The fully integrated offering enables agents to either handle the query in WhatsApp or, if needed, call the customer with a touch of a button, with the benefit of all conversation history appearing in front of them regardless of the channel. This gives agents complete visibility into their customer’s history in the same view, so they can deliver more connected experiences.   Using Genesys Engage, the company has differentiated itself from competitors by providing a superior customer experience. In addition to the benefits derived from the WhatsApp messaging integration, the company has realised significant customer-centric improvements across its key contact channels.   With a shift in the way consumers interact with brands, Genesys Engage allows the most sophisticated enterprises to maintain a competitive advantage by enabling them to deliver personalised service across any channel. It combines world-class intelligent routing, real-time contextual journeys and tools for digital transformation. Additionally, it empowers organisations to integrate automation and artificial intelligence (AI) across all channels, including messaging applications, such as WhatsApp.   About Vodafone GmbH   Vodafone is one of the leading telecoms and technology service providers in Germany. As a gigabit company, it's a key contributor to the development of Germany’s infrastructure. Its German cable footprint extends to almost 24 million households and it provides a gigabit service to over 11 million of those. It reaches 78 million people and the Vodafone NB-IoT network for the industrial and business sectors is delivering IoT connectivity on 85% of Germany’s total area. Vodafone has been operating Germany’s first 5G network since mid-2019. Its 5G services will be available to around 10 million people by 2020 and to 20 million people by 2021.   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 center platform, designed for rapid innovation, scalability and flexibility. Visit https://www.genesys.com/en-gb.     ©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, servicemarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.   [1]eMarketer, July 2018, https://www.emarketer.com/chart/224233/top-5-countries-ranked-by-whatsapp-user-penetration-2018-2019-of-smartphone-users-each-country

02/27/2020 Genesys Cloud Now Available on AWS Marketplace Simplified procurement and administrative processes make it easier for enterprises to access the market-leading cloud customer experience platform from Genesys FRIMLEY, UK — Feb. 27, 2020 — Genesys®, a global leader in cloud customer experience and contact center solutions, announced that Genesys Cloud is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors. The catalog makes it easy for organisations to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). Now, enterprises have another option to procure Genesys Cloud, an all-in-one solution and the world's leading public cloud contact center platform.   With the availability of Genesys Cloud in AWS Marketplace, customers can benefit from simplified sourcing and contracting as well as consolidated billing, ultimately resulting in cost savings. The new listing also gives organisations the ability to apply their use of Genesys Cloud to their AWS Enterprise Discount Program (EDP) spend commitment.   “As our customers migrate more and more applications to the cloud, they are looking for additional choice, flexibility, and ease of contracting and provisioning,” said Dave McCann, vice president, Migration, AWS Marketplace and Control Services, Amazon Web Services, Inc. “We’re delighted to welcome Genesys Cloud, a SaaS application, to AWS Marketplace and provide our customers with an additional solution from an industry leader that can help them modernize their application portfolio and transform customer experience.”   Making Genesys Cloud available in AWS Marketplace is the latest development in the longstanding relationship between Genesys and AWS. Hosted on AWS, Genesys Cloud is designed to allow organizations to deliver Experience as a Service™ so they can build more connected, meaningful customer relationships across any channel, including voice, text, web chat and social. With its continuous innovation and rapid release of new features, Genesys Cloud is designed for ease of use, radical simplification and speed. With an API-first, microservices architecture, Genesys Cloud offers businesses an extensive feature set that can be easily customized and extended.   “Businesses face increasing pressure to provide highly personalised experiences to consumers,” said Olivier Jouve, executive vice president and general manager of Genesys Cloud. “AWS Marketplace gives the largest organisations a streamlined procurement path so they can leverage the power of Genesys Cloud to win customers for life through empathetic, tailor-made experiences.”   Genesys Cloud is immediately available in AWS Marketplace for businesses with 500 or more users. Visit the Genesys Cloud AWS Marketplace listing.       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 Experience 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 CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit https://www.genesys.com/en-gb   ©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, Genesys Cloud, Experience as a Service, 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 Anne Chianalino Whiteoaks PR [email protected] 01252 727313  

02/20/2020 New Usage-based Pricing for Genesys Cloud Gives Organisations Ultimate Flexibility Customer experience industry’s most comprehensive pricing model offers plans starting at just £0.48p GBP per user, per hour Frimley, UK — Feb. 20, 2020 — Genesys®, the global leader in cloud customer experience and contact center solutions, has rolled out new hourly pricing for Genesys Cloud. Now, organisations can pay only for time spent using the company’s all-in-one solution, which is also the world’s leading public cloud contact centre platform. Customers can choose from Genesys Cloud’s multiple pricing options — the flexible usage-based pricing that starts at just £0.48p GBP per user hour or the existing named and concurrent models. While competitors with similar pricing structures charge additional fees for use of IVRs, data storage and API requests, Genesys Cloud includes this functionality in its flat rate. This makes it one of the most inclusive hourly pricing offers in the industry.   “The new Genesys Cloud usage-based pricing is simple, transparent and enables organisations to pay only for what they use,” said Olivier Jouve, executive vice president and general manager of Genesys Cloud. “With this additional pricing option, we’re giving organisations the ultimate flexibility to choose how they’ll consume Genesys Cloud. We’re making Experience as a ServiceSM attainable for any organisation so they can lead with empathy in every customer interaction, resulting in more personalised connections.”   Visibility and control down to the millisecond While many organisations are well-served by monthly user pricing, others benefit from the cost savings of time-based subscriptions, such as those with numerous part-time employees or seasonal spikes. Genesys hourly billing also lets customers achieve volume-based discounts through up-front commitments. In addition, customers now have by-the-millisecond visibility into consumption by user and by day, so they know the costs they have incurred.   Depending upon the organisation’s needs, customers can choose from three convenient usage-based Genesys Cloud packages:   £0.48p/hour or £52.50/month – Genesys Cloud 1 includes the traditional features such as inbound and outbound voice £0.70p/hour or £77/month – Genesys Cloud 2 builds upon Genesys Cloud 1 to include additional channels, such as email and chat, and AI-powered customer engagement £0.89p/hour or £98/month – Genesys Cloud 3 adds to Genesys 2 with support for SMS, messaging apps and Workforce Engagement Management   “The usage-based pricing from Genesys gives organisations a new opportunity to reconcile the tension between managing costs and delivering remarkable customer experiences,” said Mary Wardley, program vice president, Customer Care and CRM of IDC. “This important addition to Genesys Cloud pricing is yet another way the company is being responsive to the needs of customers and providing new operating models that are enabled by the cloud.”   Learn why analysts and users agree Genesys Cloud is a leading contact center platform.   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 Experience 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 CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit https://www.genesys.com/en-gb.   ©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Experience as a Service are trademarks, servicemarks 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 Tel.: +44 7408 885 099 [email protected] Whiteoaks International, [email protected] +44 1252 727 313