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Latest announcements

74% of UK shoppers will avoid physical stores on Black Friday

11/19/2019

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

UK businesses plan to adopt more AI in next 12 months

11/12/2019

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

Nearly two-thirds of UK employees want a legal requirement to protect workforce from bots

10/08/2019

Nearly two-thirds of UK employees want a legal requirement to protect workforce from bots New research from Genesys finds UK employees feel positive about working with artificial intelligence but believe training and regulation required FRIMLEY, UK — 8th October 2019 — A new study has revealed that overall UK employees anticipate a positive impact from artificial intelligence (AI) in the workplace. The study found that 64% of employees say they value AI.  However, the exact same percentage believe there should be a legal requirement for companies to maintain a minimum percentage of human workers and for relevant bodies to implement regulation around it. These findings come from a UK-wide study exploring the relationship between employees and technology in the workplace. The research was conducted by Genesys (http://www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact centre solutions. The survey also found that while employees welcome new technological tools, a vast majority (86%) expect their employers to provide training for working with AI-based technologies, as less than half of all respondents say that they possess the right skills. When asked whether they’d use augmented reality (AR) or virtual reality (VR) for job training, more than half (53%) of employees said they would be willing to do so. This finding is significantly higher than those who would be open to being trained by an AI-powered robot, with only just over a third (35%) of employees accepting this method. Millennials embrace AI-based technology at work The convergence between humans and technology is increasing, as reflected by the fact 41% of millennials say they spend at least half of their time at work interacting with machines and computers rather than humans. These findings suggest that when it comes to implementing new technologies, employers will need to find the right balance between technology and human workers. When it comes to how employees expect to use new technologies, 58% would like to use a digital or virtual assistant to support them in managing tasks and meeting deadlines. This appetite for virtual assistants suggests that the widespread use of technologies like Amazon’s Alexa or Apple’s Siri in workers’ personal lives is opening people’s minds to the possibilities that similar AI-driven assistants can bring to the workplace. Additional UK findings include: Almost a quarter of workers believe AI will have a positive impact on their job in the next five years 69% of employees say technology makes them more efficient at their jobs 43% of employees say new technological tools in the workplace save time and allow them to focus on other things “Employees across the UK are ready to embrace new technologies in the workplace,” said Mark Armstrong, vice president for UK and Ireland at Genesys. “The research shows that UK workers understand the benefits of AI and are overwhelmingly positive about its potential impact. It is also evident that employees understand that businesses will need to leverage AI and other emerging technologies to maintain longevity, as only 21% believe their companies will remain competitive without it.”   Survey methodology and participation In 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 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.

Genesys Announces Executive Appointments to Fast-Track Growth and Support Market Shift to the Cloud

09/19/2019

Genesys Announces Executive Appointments to Fast-Track Growth and Support Market Shift to the Cloud Proven technology industry executives Olivier Jouve and Barry O’Sullivan to spearhead Genesys Cloud and Genesys Core business units, drawing on experience leading multi-billion-dollar businesses Frimley — September 19, 2019 — To accelerate innovation and address heightened customer demand for its cloud offerings, Genesys (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, and today announced it has created two business units, Genesys Cloud and Genesys Core. The new structure positions Genesys to enhance support for its diverse, global customer base, which includes organisations of all sizes spanning private and public cloud, hybrid and on-premises deployments. Customers will benefit from faster delivery of targeted portfolio enhancements and artificial intelligence-driven applications at scale. The Genesys Cloud division will unify the company’s next-generation public cloud solutions and services by combining the PureCloud and workforce engagement management (WEM) groups. The second unit, Genesys Core, is comprised of PureEngage and PureConnect on-premises and cloud. The company has appointed two general managers to lead the business units: Olivier Jouve takes the helm of Genesys Cloud, and Barry O’Sullivan heads up Genesys Core. Both executives report directly into Genesys CEO Tony Bates. The company also announced that Peter Graf was appointed chief strategy officer. “This new structure enables us to provide even greater value to our customers and partners by rapidly delivering innovation across our market-leading product portfolio,” said Bates. “I want to acknowledge the tremendous work Peter and his team have done to deliver AI-powered, cloud-based common services that make this new structure possible. I look forward to his contributions as our new chief strategy officer as well as those from Olivier and Barry to drive our future growth and disruptive vision of hyper-personalisation.” Taking Genesys to new heights   As general manager of Genesys Cloud, Jouve adds to his existing responsibilities as executive vice president of PureCloud, the company’s leading Software as a Service (SaaS) solution. In addition to continuing to head its operations, product strategy and commercial activities, he will take on ownership of the company’s WEM business. Since joining Genesys two years ago, Jouve has been instrumental in continuing to drive the triple-digit revenue increases PureCloud has experienced since its launch, furthering its hypergrowth. His career spans more than 30 years and includes senior executive roles for IBM®, such as vice president of offering management for IBM Watson IoT™, among others.   O’Sullivan moves from the Genesys operating committee and joins the company as executive vice president and general manager of Genesys Core. In this role, Barry will leverage his extensive industry, AI and unified communications knowledge, along with his intimate understanding of the business, to take the Genesys Core division to the next level. Previously, Barry founded and served as the CEO of Altocloud, the cloud-based customer journey analytics provider acquired by Genesys in 2018. Earlier in his career, Barry was senior vice president and general manager for Cisco Systems, leading several multi-billion-dollar divisions including Collaboration, Unified Communications and Voice over IP.   “We’re extremely fortunate to have executives of Olivier’s and Barry’s calibre leading our business units. With their extensive experience, strong leadership and incredible business vision, they are each ideally suited to help us continue to solve our customers’ toughest challenges and further propel our ongoing momentum,” added Bates.   In addition, Graf will transition from Genesys chief product officer to a new role as chief strategy officer. He will be responsible for developing, communicating, sustaining and executing the Genesys strategy. Graf will also assume responsibility for strategic alliances, mergers and acquisitions, business operations and disruptive innovation for the company. Graf brings more than 25 years of experience in the global enterprise software industry and deep expertise with emerging technologies, including AI, to the role.   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] +44 1276457119   Jo Elliott Whiteoaks International PR [email protected] +44 77577 12695  
More announcements

Genesys in the news

UK firms embracing AI but still fear it is too complex

Data IQ | 11/18/2019

The truth about chatbots: Five myths debunked

IT Pro Portal | 10/14/2019

Building Your Business’s AI Future

Silicon | 09/25/2019

From artificial intelligence to augmented intelligence

IDG | 09/16/2019

More Genesys in the news

Award-winning products and organisation

Gartner

Gartner names Genesys a Leader in the 2018 Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2017

Gartner

Gartner names Genesys a Leader in the 2018 Magic Quadrant for Contact Center as a Service

Gartner

Gartner names Genesys a Leader in the 2018 Magic Quadrant for Contact Center Infrastructure

Frost & sullivan

Genesys is recognized as a 2018 North American Contact Center Company of the Year by Frost & Sullivan

More awards

Blogs

4 Guidelines to Ease Your On-Premises to Cloud Journey

Sharda DivekarSharda Divekar
24/10/2019

There’s a clear advantage to moving your customer experience ecosystem to the cloud. For traditional on-premises customers,...

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4 Features Your Cloud 2.0 Platform Needs for Next-Generation CX

Ermir ShakajErmir Shakaj
08/08/2019

4 Features for Next-Generation CX When the first cloud solutions emerged around a decade ago, they had their advantages over...

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The future of the contact centre: evolution or revolution?

GenesysGenesys
30/07/2019

There are already countless commentary pieces offering technology predictions—the growing use of chatbots and AI, connected...

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Your 7-step programme for CX recovery

GenesysGenesys
23/07/2019

We’re all somebody’s customers. We know how we like to be treated and we’ve all had experiences that have influenced our...

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Are you managing customer relationships or customer experience?

GenesysGenesys
16/07/2019

As consumers become more astute, sophisticated and demanding, retailers are having to adjust the way they measure success from...

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Chatbots: why it’s too soon for another cog in the contact centre

GenesysGenesys
11/07/2019

Barely a week goes by without someone asking us about cognitive technology. With capabilities like visual recognition, natural...

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Events

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Genesys Xperience

Denver, CO

Start Date:05/18/2020End Date:05/21/2020

[templatera id="175859"] Learn more, do more. Get the most out of your investment by attending Xperience 2020. Denver, CO | May 18-21 Save $300 before February 1, 2020.[genesysbutton gb_size="large" gb_style="genesys-orange-fill" gb_link="url:http%3A%2F%2Fwww.cvent.com%2Fd%2Fyyqmwy%2F4W|title:Register|target:%20_blank|"][rawcss 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Xperience19 starts in: 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gb_size="large" gb_align="align-center" gb_style="customstyle" gb_fill_color="#26a69a" gb_text_color="#ffffff" gb_link="url:http%3A%2F%2Fwww.cvent.com%2Fd%2Fmbqrqw%2F4W|title:Register|target:%20_blank|"] Xperience is the customer experience event of the year. Here’s why. 2,000+ Customer Experience and IT professionals under one roof. 35+ Breakout sessions designed to take your team to the next level. 50+ Sponsors representing the newest and most innovative technologies. [genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:%2Fevents%2Fxperience%2Fagenda|title:See%20the%20agenda||"] The Gaylord Rockies Resort & Convention Center Stationed at the edge of the Front Range, the Gaylord Rockies Resort & Convention Center in Denver invites you to find sanctuary just minutes from Denver International Airport. As host location for Xperience, you’ll be inspired by the breakouts and the majestic scenery. We can’t wait to see you there.[genesysbutton gb_size="large" gb_style="genesys-white-fill" gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fevents%2Fxperience20%2Ftravel|title:Travel%20information||"] See what attendees Xperience(d) in 2019. Check out a few highlights from 2019. 2019 Tony Bates, CEO Keynote on personalization. Need to convince your boss? Consider these thoughts. At Xperience you’ll learn about product enhancements, discover the latest innovations and experience breakout sessions planned with your job in mind. You’ll meet peers and be inspired by thought leaders from around the world. You’ll also hear from analysts and industry thought leaders and get the most current info about Genesys products and services. And much, much more. We’ve created this letter to help you show your boss why it’s important for you to be here.[genesysbutton gb_size="medium" gb_style="genesys-orange-fill" gb_link="url:%23letter|title:Get%20the%20letter|target:%20_blank|"] This was my first CX conference and I was blown away. From the keynotes to the breakout sessions. I loved the keynote speakers and the messages could not only apply to my contact center life, but my life period. - Genesys customer Not ready to register? Sign up for updates. [mktoform cta_header="" cta_button="Stay updated" form_action="inline" form_format="horizontal" form_branding="no-branding" cid_id="7010d000000mcUO" target=".thank-you-msg"] Thank you for signing up for updates about Xperience19! The Xpr19 Mobile App is now available for download! [genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-white-fill" gb_link="url:https%3A%2F%2Fgenbin.genesys.com%2Fmedia%2Fa707328d-xpr19-mobile-app-download-verbiage.pdf|title:Download|target:%20_blank|"]Dear [Insert Approving Manager’s Name ], I am requesting approval to attend Xperience 2020 May 18-21, Denver, Colorado. Xperience is organized by Genesys, our trusted partner in call center technology. Xperience 2020 is where contact center professionals learn to get the most out of their investment, find Genesys-specific education, hear from the most credible speakers and network with peers. It’s all developed by a team of technology and content professionals to ensure each session, activity or event is meaningful. Over the course of four days, Xperience offers education breakouts, mainstage presentations with key Genesys presenters, customer presentations, panel discussions, and inspiring keynote presenters. I will also be able to interact directly with over 60 Genesys Partners in the Expo Hall, which will allow me to personally test and evaluate a range of technologies that are important to our business. When I return from Xperience, I will be able to share and suggest new ways to maximize our investment, share evolving trends and help take our customer experience to new heights by suggesting how to get the most out of our existing systems or by suggesting add-ons that will allow us to grow more efficiently. Lastly, Xperience will also provide an opportunity for me to build a support system with other Genesys users and learn from their experiences as they share success stories and best practices. I've included a fact sheet for your review as well as a breakdown of the approximate cost of my attendance. With all these opportunities to learn from Genesys experts and connect with some of the top companies in the country, this conference has a strong ROI that I feel can immediately impact our organization. Please review these materials and let me know if you have any questions. Sincerely, [Signature] Stay Connected: #Xpr19 About Genesys Genesys® powers 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. Over 11,000 companies in 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, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Copyright © 2019 Genesys. All rights reserved. Terms of Use | Privacy Policy | Email Subscription | Photo Policy
Kickoff20 event logo

Kickoff

Orlando, FL

Start Date:01/13/2020End Date:01/17/2020

[templatera id="176511"] Kickoff Gaylord Palms Resort & Convention Center – Orlando | January 13 – January 17, 2020 [genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:http%3A%2F%2Fwww.cvent.com%2Fd%2F0yqgtt%2F4W|title:Register%20now|target:%20_blank|"] One Company. One Mission. One Team. Join us in Orlando for Kickoff, a truly transformative event. Connect with people from across the company and learn to align as one team that anticipates needs, understands expectations and delivers for our customers and prospects. This is your time to discover new ways of working, new strategies, and the tools and knowledge to turn our singular vision into personal and professional success. 2020 is the start of a new era at Genesys. One team working together toward common goals. One experience for all customers and prospects. One special time that determines our future. Be there on Day One. [svgbox svg_clean="1" svg_width="65px" svg_height="65px" svg_horizontal_align="center" svg_fill_color="transparent" svg_stroke_color="#FF4F1F" svg_content_horizontal_align="center" svg_content_vertical_align="center" svg_box_horizontal_align="center" svg_file="9472" svg_head="Attending Kickoff" svg_url="/events/kickoff20/attending" svg_stroke_width="2px"][svgbox svg_clean="1" svg_width="65px" svg_height="65px" svg_horizontal_align="center" svg_fill_color="transparent" svg_stroke_color="#FF4F1F" svg_content_horizontal_align="center" svg_content_vertical_align="center" svg_box_horizontal_align="center" svg_file="145394" svg_head="Agenda" svg_url="/events/kickoff20/agenda" svg_stroke_width="14px"] Watch SKO18 Highlights [dynamiccta cta_function="static" cta_header="Join the Genesys team" cta_button="url:https%3A%2F%2Fwww.genesys.com%2Fcompany%2Fcareers|title:View%20job%20openings||" cta_bg="84010"] Stay Connected: #GenesysKO [templatera id="176509"]
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