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UK employees embrace AI in the workplace, but want more training New research from Genesys finds employees across the UK are positive about the uptake of AI-based technologies, with 59% saying they don’t feel it threatens their jobs FRIMLEY, UK — 17 July 2019 — Employees in UK businesses are optimistic about the future impact of artificial intelligence (AI) on their jobs according to a nationwide study conducted by Genesys (http://www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact centre solutions. The survey found nearly two-thirds of employees value new technological tools such as AI in the workplace. In fact, 64% of UK employees say it makes them more effective and allows them to focus on other tasks. The findings reveal an overwhelmingly positive outlook from employees, despite the negative headlines anticipating such technologies would replace humans in the workplace. More than two-thirds of employees say they don’t feel threatened by technology at work. They don’t expect the technology to become a threat anytime soon either, given that 59% don’t believe AI or bots will take their jobs within the next ten years. In fact, employees see AI as pivotal to business success with more than a fifth saying they believe AI or bots will be crucial to their companies ability to stay competitive in the future. “It’s encouraging that UK’s workers recognise the potential new technologies such as AI have to make their jobs more fulfilling and the value it can bring to businesses,” said Steve Leeson, Vice President for UK and Ireland for Genesys. Even while the survey shows that people are more excited about AI technology than fearful, in the long-term they want assurances from their employers in the form of training. The research showed an overwhelming majority (86%) of employees expect their employers to provide training that helps them prepare for an AI-enabled workplace. Leeson commented, “Some jobs will evolve as human work combines with the capabilities of AI. It’s increasingly important for companies to assess the need for training programs to help employees further skills like creativity, leadership and empathy, which AI just can’t replace. Businesses that adopt a blended approach to artificial intelligence, where AI-technologies work in unison with employees, will get the best out of their technology investment and their skilled workforce.”A few additional UK findings related to overall attitudes toward AI include:A fifth of employees say they are already working with AI Only 16% of employees report a negative experience of new technological tools in the workplace 64% of employees believe there should be a requirement that companies maintain a minimum percentage of human employees versus AI-powered robots and machinery 41% of millennials say they spend fifty per cent or more of their time interacting with machines and computers rather than humansSurvey methodology and participationIn the UK a total of 801 adults completed the online survey in April. Respondents were evenly divided into three age ranges: 18-38, 39-54, 55-57 with women accounting for 58% and 42% accounting for men.Just over 73% of those surveyed have a full time employee status, with the remaining 27% reporting that they are working part time. The responses came from seven categories of company sizes with a total of 21% employed by companies with fewer than 250 employees.To obtain the full survey report or for more information, please contact genesys@whiteoaks.co.uk About GenesysGenesys® 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. Contacts:Janne VirtanenGenesys, Senior Public Relations Manager - EMEAjanne.virtanen@genesys.com+44 7408 885 099

Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs Frost & Sullivan survey sponsored by Genesys focuses on crucial roles of cloud, big data and AI in advancing the connected customer journey FRIMLEY, UK — May 15 , 2019 — It’s imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 77% of European midsized call centres surveyed recognise the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Yet, the report also reveals that alarmingly, only 14% of those surveyed expressed confidence in their ability to meet current and future needs.The report, Midsized Call Centres Take a Digital-first Approach; Cloud Solutions to Power Customer Service in 2019, was sponsored by Genesys (www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact centre solutions. It explores what customer experience means to midsized organisations in terms of business impact, priorities and technological maturity. The report also highlights technologies, such as cloud, artificial intelligence (AI) and messaging apps, that small- and medium-sized businesses should consider improving customer and employee engagement so they can compete with larger enterprises.More than 40% of survey respondents believe anticipating and catering to consumer needs are by far the most important capabilities in providing good customer experiences. In Europe, 76% of midsized call centres surveyed indicate the ongoing digital disruptions across industries will significantly impact them. As a result, midsized call centres are accelerating investments in digital channels and emerging technologies. Some of the key report findings include:60% of European midsized call centres see near-term momentum in cloud and everything-as-a-service, somewhat higher than the 53% global response. 55% of European executives cite the total cost of ownership and 49% deem CAPEX avoidance as critical factors when moving to a cloud-based customer experience solution. 77% of European respondents cite the immediate impact of big data analytics, compared to 61% globally. 50% in Europe, versus 46% globally believe that AI, including machine learning and personal digital assistants, will have a real, immediate impact on their business. 64% of global respondents expect to apply AI to engagement channels, slightly more than the 63% response from European midsized call centres. 55% of European respondents versus 52% globally plan to support messaging apps and virtual assistants over the next two years. Additionally, 46% of respondents in Europe reportedly use multiple platforms as opposed to running a single platform that would integrate all channels (voice, text, web chat, websites, email, social media, mobile and forums).“It’s no surprise that the majority of organisations are looking to cloud, AI and big data to deliver the kind of experiences consumers expect today,” said Olivier Jouve, executive vice president of PureCloud at Genesys. “For smaller organisations, a cloud-based, omnichannel contact centre is the best way to deliver predictive and personalised service across every channel.”Jouve continued, “With our proven migration path to the cloud, Genesys has made it easy and fast for midsized businesses to propel their customer experience forward by accessing new technologies that enable them to produce the results that count the most, like increased revenue, sales and customer satisfaction.”For this study, Frost & Sullivan surveyed 600 business and IT leaders across 26 countries involved in defining and implementing customer service strategies. One-third of respondents were based in Europe, with the research conducted in the United Kingdom, Germany, France, Italy, Sweden and The Netherlands. Frost & Sullivan defines midsize organisations as those with 15 to 300 contact centre seats.The full report, Midsized Call Centres Take a Digital-first Approach; Cloud Solutions to Power Customer Service in 2019, is available now. Download a copy of the research report here.

Genesys Taps Former Cisco, Microsoft and Skype Exec Tony Bates as CEO Proven growth-oriented chief executive takes the reins of global customer experience leader  to further expand cloud market leadership FRIMLEY- May 7, 2019 — Genesys® (https://www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact center solutions, today announced Tony Bates as its new chief executive officer (CEO), with immediate effect. Bates succeeds Paul Segre, who will continue with Genesys as chairman of the company.“In my 12 years as CEO, I’ve had the privilege of working with the best team in the industry. We have repeatedly disrupted the market, most recently with our cloud and artificial intelligence (AI) innovations, and ended 2018 with $1.5 billion in revenue – our best year yet,” Segre said. “I couldn’t be more thrilled to step into a new role as chairman at this high point in the company’s history and welcome our new CEO, Tony Bates, at a time when there’s so much opportunity for Genesys.”Bates has decades of experience and success steering business-to-business and business-to-consumer companies through industry transitions and rapid scaling. This includes leading Cisco’s Service Provider business and growing its Enterprise and Commercial division to more than $20 billion in annual revenue. As CEO of Skype, Bates expanded the business to over 170 million connected users. Once Skype was acquired by Microsoft, Bates became president responsible for unified communications before serving as executive vice president of business development and developers. In addition to his role at Genesys, Bates will continue his appointments on the board of directors at both VMWare and eBay.The company also announced today that President Tom Eggemeier will transition into a new role as a partner at one of the company’s private equity investors, Permira. Presently, the Permira Funds and Hellman & Friedman own a combined majority stake in Genesys.“The opportunity to lead Genesys at this pivotal moment is truly an honour,” said Bates. “With its next-generation cloud business growing 85% year over year and rapid injection of AI throughout its customer experience platform, Paul and Tom have done an incredible job building Genesys into a market leader with a remarkable customer base. Especially noteworthy is its PureCloud offer, which is one of the fastest growing SaaS businesses ever, on par with high-growth companies like Zoom. The immense opportunity ahead of us is clear, and I intend to ensure that we capitalise on it.”Brian Ruder, partner and co-head of Permira’s technology team commented, “With Tony at the helm, Genesys is poised to continue achieving record revenue, profitability, customer success and business impact in the market, building on the incredible foundation Paul and Tom established for the company. We are thrilled to keep working with Paul as chairman of Genesys, and to welcome Tom to Permira, where he will continue to help the Genesys team drive growth and bring his talents to our entire technology portfolio as well.”Tarim Wasim, partner at Hellman & Friedman said, “Tony brings years of proven success leading technology businesses as they navigate change and drive rapid growth. We welcome his energy, direction and leadership as Genesys builds on its recent momentum. We would also like to thank Paul and Tom for their stewardship, deep engagement and strong initiative in propelling Genesys forward as the undisputed leader in the customer experience market.” About GenesysGenesys® 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-premises 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, the Genesys logo, and Genesys PureCloud are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Source: Based on publicly available financials from SEC filings (with exception of Genesys PureCloud)Zoom: Total revenue from FYE Jan 2017 to FYE Jan 2019 Genesys PureCloud: PureCloud revenue from FYE Dec 2017 to FYE Dec 2019 (budgeted) 

Cloud Reigns Supreme in 2018 Genesys Growth Move over Avaya: More than 700 of Your Customers Choose Genesys for Speed of Innovation and Faster Business Results  FRIMLEY — JAN. 29, 2019 — Genesys® (https://www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact center solutions, announced its cloud sales have risen 32% year-over-year. The cloud business growth spans all market segments with 70% gains in the mid-market, 50% in small-and-medium sized enterprises, and 30% in large enterprises1. While sales are up across the company’s cloud offers, the Genesys PureCloudâ platform stands out for its hypergrowth with sales more than tripling since 2016. PureCloud’s rapid expansion and impressive sales momentum blows peers away. In fact, PureCloud has accelerated beyond the fastest growing SaaS platforms including Workday, Zendesk, ServiceNow and others2, with a projected annual revenue growth rate of nearly 130% since 2017. In addition, PureCloud’s customers benefit from continuous innovation and the fastest feature velocity in the industry with over 300 new enhancements delivered in the last two years alone. Genesys Strengthens Customer Roster with Cloud Wins In 2018, cloud deals valued at $1 million or more increased by 110% over the previous year. Many of these resulted from the Genesys PureBridge program, which has helped nearly 1,200 companies smoothly transition off of legacy systems from vendors including Avaya, Cisco and others to a modern customer experience platform by Genesys. One such customer is Alberta Treasury Branches (dba ATB Financial), the largest financial institution in Alberta, Canada. “For ATB Financial, the migration to a Genesys cloud solution is part of our customer-centered approach,” said David Bradshaw vice president, ATB Financial Client Care and Sales. “It allows us to connect better with our customers, as well as improve employee communication, workplace planning and cost management.” An additional example is a major consumer credit reporting agency that selected a Genesys cloud offering to replace an archaic Avaya environment. In a multi-million dollar deal, its move to Genesys provides the foundation for this company to support all communication channels and rapidly transform its customer experience leveraging artificial intelligence (AI). In addition, it expects to improve digital self-service capabilities and reduce servicing costs. Strength in Numbers For the last two years, Genesys has closed more than three deals per day to replace an antiquated system from a competitor, with more than 700 coming from Avaya alone. Notably, more than half of all displacements moved to a Genesys cloud solution in 2018. The company’s partners have been instrumental in driving this momentum. In fact, 86% of new logos were booked through a partner as channel sales grew by more than 250% over last year. Leading Brands Leverage Genesys to achieve businesses outcomes “With hundreds of migrations from on-premises to the cloud, companies are flocking to Genesys because of our track record of delivering value and continuous innovation,” said Paul Segre, chief executive officer at Genesys. “Our customers understand how intertwined digital channels, AI and the cloud have become – and they want to work with a strategic partner that can solve these needs holistically.” Companies that have moved to Genesys offerings are realising tremendous return such as:Coca-Cola Business Service North America, the world’s leading beverage company, reduced its total cost of ownership by 50%. Heineken Mexico improved call effectiveness by over 40%, sales success by 6% and agent efficiency resulting in a 1.5 hour per agent reduction in the workday. Westpac New Zealand reduced infrastructure costs, increased outbound customer care calls by 100 percent and realised rapid time-to-value. Its first customer care agents were up and running in just three months.Segre explained, “First and foremost, we understand that for our customers to excel in their markets, they need faster time-to-value. That means they need to innovate and adopt AI along with other new technologies, deliver better customer experiences, make their employees’ jobs easier, increase sales, and reduce costs. With the cloud, we’re enabling them to meet these goals faster and more cost effectively than ever.” In the last year, Genesys has made significant strides to facilitate its customers’ success including:Faster deployments and migrations: With more than 100 prescriptive use cases, both on-premises and cloud, Genesys has cut customer deployment time in half. Genesys cloud customers with highly complex requirements are now typically live in less than six months. Enhanced speed-to-market: The Genesys shift to DevOps and a microservices architecture enables customers to adopt innovation faster and achieve business results sooner. Investment in innovation: Genesys commits more than $250 million annually in research and development (R&D) so customers can access innovative solutions that address the next wave of change – whether in consumer behavior, technology advancements or industry shifts.Find out more about Coca-Cola Business Services North America’s journey to the cloud with Genesys.   1 Genesys defines mid-market as companies with under 3,000 employees; small-and-medium sized enterprises as companies with 3,000-10,000 employees; and large enterprises as companies with 10,000 employees or more. 2Source: Based on publicly available financials from SEC filings (with exception of PureCloud)Twilio: Total revenue from FYE Dec 2013 to FYE Dec 2015 Netsuite: Total revenue from FYE Dec 2004 to FYE Dec 2006 ServiceNow: Subscription revenue from FYE Jun 2009 to FYE Jun 2011 Zendesk: Total revenue from FYE Dec 2011 to FYE Dec 2013 Workday: Total revenue from FYE Dec 2009 to FYE Jan 2012 (37 months) PureCloud: PureCloud revenue from FYE Dec 2017 to FYE Dec 2019 (budgeted)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-premises 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, the Genesys logo, and Genesys PureCloud are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.