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01/06/2021 Genesys Creates 100 New Jobs at its R&D Centre for Digital and Artificial Intelligence in Galway Ireland Customer experience leader to move to a new development at Bonham Quay, Galway to accommodate the organisation’s growth in Ireland GALWAY — JANUARY 6, 2020 — Genesys® (www.genesys.com), the global leader in cloud customer experience and contact centre solutions, announced it is creating 100 new software roles in Ireland. The company’s R&D Centre for Digital and artificial intelligence (AI) in Galway is a key driver of technology innovation for Genesys as it works to transform the way brands and people connect in a digital-first world. The Taoiseach Micheál Martin said: “I am delighted to welcome today’s announcement by Genesys of 100 new roles here in Ireland. This is a strong vote of confidence in the skills, talent and ability of our workforce, and of Ireland’s continued attractiveness as a destination for international investment. Genesys has enjoyed great success since coming to Galway in 2018 and I wish them every continued success in the future.” Tánaiste & Minister for Enterprise Trade & Employment Leo Varadkar said: “I’m very pleased to see Genesys expanding its workforce in Galway. The company, which first set up in Ireland in 2018, is now well-established here and the announcement of 100 additional roles – an increase on its initial headcount target – underscores the company’s commitment to Ireland and the West. I understand that in addition to the Galway-based jobs, the company is also offering remote work options which opens up opportunities for people right across the country. I wish Genesys the very best as it continues to expand here.” “Galway has played an integral role for Genesys in developing innovations in the fields of cloud, digital, and AI,” said Barry O’Sullivan, EVP and GM of Digital and AI, Genesys. “As companies need to keep pace with consumers’ evolving preferences for digital engagement across the overall customer experience, we are focusing on hiring world-class talent in Ireland to help deliver technologies that make it possible with our vision of Experience as a Service.” Genesys first established its presence in Galway in 2018 when it acquired local AI start-up Altocloud. At that time, it pledged to create 200 jobs in the region by the second half of 2021 and is on track to meet this commitment. Now, it plans to fill an additional 100 software engineering roles based at its Galway facility or across Ireland in remote positions spanning software development, cloud computing, DevOps, AI and user experience, a 50% increase over its original commitment. As a result of this growth, Genesys is relocating to a larger Galway location in the Bonham Quay development in the fourth quarter of 2021. “We’re expanding our software R&D workforce in Ireland to support our continued business growth. Ireland has a rich and diverse pool of tech talent that has been a significant contributor to our ability to deliver market differentiating customer experience innovation,” said Joe Smyth, senior vice-president of research and development and site lead for Galway at Genesys. “The world has changed significantly during 2020, and we expect the new state-of-the-art facility to accommodate our workforce as it evolves.” The new Genesys offices in Galway, its largest R&D site in Europe, will occupy nearly 40,000 square feet of the new development. The new office will provide Genesys employees in Ireland a responsible, healthy, equitable and enjoyable place to work. The new site has been designed to achieve the Gold standard in Leadership and Energy and Environmental Design (LEED). In addition to bringing jobs to Galway, Genesys is looking to attract talent from across the country with remote work options. The new facility will serve as a hub for innovation workshops, training and meeting space. IDA Ireland Executive Director Mary Buckley said: “Today’s announcement by Genesys demonstrates the company’s confidence in the quality and availability of a highly talented and skilled workforce here in Ireland. A significant number of these roles are open location, and as a result, Genesys has full access to the rich pool of tech talent that Ireland has to offer. This investment is a further endorsement of IDA Ireland’s commitment to winning high skill roles to the regions. I wish Genesys continued success.” As well as expanding its presence in the region, the company is also investing in the community and fostering local talent. To kickstart career prospects for young adults in the West of Ireland, the company employs interns and graduates from across the region, including NUI Galway, Galway-Mayo Institute of Technology and the University of Limerick. Genesys has also become the principal sponsorship partner to Connacht Rugby Club. The sponsorship strengthens the organisation’s connection to Galway. Explore engineering careers with Genesys in Ireland: careers.genesys.com/ireland 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 Experiences as a ServiceSM so organisations of any size can provide true personalization 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. ©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.  Contact: Ollie Bennett Account Manager Brands2Life [email protected] + 44 20 3927 5864   Janne Virtanen Senior Public Relations Manager - EMEA Genesys [email protected] + 44 1276457119

12/16/2020 Genesys Launches the Future of Digital Customer Engagement New Genesys Digital business unit led by Barry O’Sullivan builds on the company’s leadership in customer experience and AI FRIMLEY, UK — December 16th , 2020 — Genesys®, the global leader in cloud customer experience and contact centre solutions, today announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers’ ever-changing needs in the digital landscape. Consumers’ lives are increasingly digital, blurring the lines between marketing, sales and service for brands. Businesses are recognising the strategic benefit to better orchestrate every consumer touchpoint. Genesys Digital will focus on enabling companies to keep pace with consumers’ evolving preferences for digital engagement across the customer journey, whether using web chat for an inquiry, scheduling an appointment via text or receiving care from a chatbot. Genesys is already seeing this transition in its business with digital interactions growing more than 300 percent year on year. In fact, 15 percent of Genesys Cloud™ customers are now digital first. In addition, many of the company’s largest enterprise customers using Genesys Multicloud are also experiencing a shift to digital with increasing volumes of chat sessions over phone calls. IDC predicts that by 2021, 65 percent of organisations will have moved to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past[1]. “Businesses have to reinvent how they connect with customers in a digital first world,” said Tony Bates, chief executive officer (CEO), Genesys “We’re broadening our digital footprint to give brands the critical capabilities they need to orchestrate the overall customer experience so they can connect with today’s consumers, anywhere on their path, on their terms. The future of customer engagement won’t be defined by channel, but rather the consumer’s experience of initiating contact with that brand.” Consumer-initiated, Digital-First Engagement  Genesys Digital is charged with delivering digital-based innovations driven by artificial intelligence (AI) that can be deployed independently or consumed alongside the company’s product suite. Genesys appointed Barry O’Sullivan as the executive vice president (EVP) and general manager (GM) of Genesys Digital and AI. Under his leadership, the company will expand its focus on enabling brands to leverage their rich customer service data to inform future interactions and achieve better outcomes in the contact center and beyond. O’Sullivan transitions into the role from serving as the EVP and GM of Genesys Multicloud Solutions. John Hernandez has been promoted as the EVP and GM of Genesys Multicloud Solutions. Hernandez joined Genesys earlier this year as GM of Genesys Engage™. He was previously CEO of Selligent, a cloud marketing platform, and chief operating officer (COO) of Salesforce’s multi-billion-dollar Service Cloud business. Olivier Jouve will continue to lead Genesys Cloud™ as EVP and GM. Jouve will work closely with O’Sullivan to advance the company’s digital innovations, building on Genesys Cloud’s track record of triple digit year-on-year growth for the last three years in a row. “We've been investing in digital and AI to provide smarter, more seamless service for customers, and we're seeing tremendous progress,” said Barry O’Sullivan, EVP and GM of Genesys Digital and AI. “We are better positioned than ever to accelerate our innovation to help businesses restore the power of human connection through a digital interaction at every point in the customer experience.” Cloud and Digital Services Growth Fuels Genesys Momentum Despite the challenging environment, 2020 has been a record-setting year for Genesys across its business. With new bookings growth of more than 40 percent in every quarter of the year, the company has captured market share by acquiring hundreds of new customers, expanded deal sizes, increased cloud migrations and continued support of its install base. In addition, enterprise technology leaders, such as Adobe, Amazon Web Services, Google Cloud and Zoom, have fuelled the growth of the Genesys ecosystem as more companies look to extend the benefit of Experience as a Service SM. As a result of its vision and progress, Genesys has been recognised for its cloud market leadership from nearly all major industry analyst firms including Forrester, Frost and Sullivan and OMDIA. 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 http://www.genesys.com/en-gb. ©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. Contact: Janna Virtanen Senior Public Relations Manager EMEA Genesys [email protected] +44 7408 885099 Whiteoaks PR [email protected] [1] IDC FutureScape: Worldwide Future of Customer and Consumer 2021 Predictions (IDC, Oct. 2020, Alan Webber)

12/11/2020 Genesys Named a Leader in the Gartner 2020 Magic Quadrant for Contact Centre as a Service Cloud customer experience provider recognised as a Leader in worldwide reportFRIMLEY, UK — November 11th , 2020 — Genesys®, the global leader in cloud customer experience and contact centre solutions, has been positioned by Gartner, Inc. as a Leader in the 2020 Magic Quadrant for Contact Centre as a Service1. The company placed highest overall for completeness of vision. “Today, organisations are accelerating their cloud strategies to manage the exceedingly digital nature of business and rising consumer expectations. Genesys Cloud delivers the agility, ease and the flexibility needed to design their own customer experiences to provide highly personalised service,” said Olivier Jouve, executive vice president and general manager, Genesys Cloud. “We believe our ability to continuously innovate and address emerging market needs is the reason we leapt ahead on vision and were named a Leader in the Gartner report.” As organisations respond to the current landscape and shift their priorities, Genesys is experiencing a surge in Genesys Cloud platform adoption from businesses across the world. In fact, 60% of its top 50 customers are multinational organisations, and the platform is in use in more than 70 countries, driven in part by support from the company’s expansive partner ecosystem. In addition, many of the world’s emerging category leaders run on Genesys Cloud with the top 30 alone handling hundreds of millions of customer interactions annually. With its relentless focus on cloud-delivered innovation and feature velocity, Genesys will continue to deliver advancements across analytics and reporting, digital, Genesys Workforce Engagement Management, and artificial intelligence (AI) this year. Market demand for these new innovations is accelerating. For example, in the first two quarters of 2020 alone, the company’s AI bookings have grown nearly 300% compared with the same period last year. The company’s continuous innovation is often cited as a primary driver for businesses standardising on the platform. Genesys Cloud customer, Western Governor’s University (WGU), is one example. According to Adam Davis, vice president of operations at WGU, “Genesys Cloud has a robust feature set backed by reliability and a steady cadence of releasing new features without disruption. The features are easy to implement, well-documented, and fully integrated without breaking any of the existing functionality. The enterprise-level support is very responsive when it comes to client success, technical support (rarely needed) and road-map engagement.” In 2015, Genesys first appeared in the North American report as a Visionary and has swiftly shot up and to the right. Genesys believes this forward trajectory is testament to its ability to anticipate where the market is going and deliver the solutions businesses need to fast-track customer success. This is the second time this year Genesys has been recognised by Gartner for its vision, also being recognised as a Visionary in the February 2020 Gartner Magic Quadrant for Workforce Engagement Management3. A complimentary copy of the Gartner, Inc. 2020 Magic Quadrant for Contact Center as a Service research report can be viewed here. In that report, Gartner evaluated 13 different CCaaS vendors on completeness of vision and ability to execute. Gartner then positioned the companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders. Gartner defines Leaders in this Magic Quadrant as companies that “are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organisations with local sales and support organisations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces. [1] Gartner, “Magic Quadrant for Contact Center as a Service,” by Steve Blood, Drew Kraus, Pri Rathnayake, November 9, 2020. 2 Gartner, “Magic Quadrant for Contact Center as a Service, North America,” by Drew Kraus, Steve Blood, Daniel O’Connell, October 15, 2015.32 Gartner, “Magic Quadrant for Workforce Engagement Management,” by Jim Davies, Jim Robinson, February 20, 2020. Gartner Disclaimer: Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 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 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. Contact: Janna Virtanen Senior Public Relations Manager EMEA Genesys [email protected] +44 7408 885099 Whiteoaks PR [email protected]        

10/26/2020 Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue Leading airline improves sales conversions by 50%, gains an all-new window into online customer behaviors and interests with Genesys FRIMLEY, UK — October 26, 2020 — As passengers scoured Ethiopian Airlines’ website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact center agents knew precisely how and when to intervene. Genesys® Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in more efficient, personalized interactions. Even as companies in every industry have struggled with long customer support hold times throughout the pandemic, Ethiopian Airlines has successfully reduced the average dwell time for its passengers by 72%. This is the result of using customer data and insights to provide more relevant and timely service. Unrivalled in Africa for efficiency and operational success, Ethiopian Airlines serves 127 international and 22 domestic destinations. Like many businesses, the company is always looking to lower costs and improve margins. Growing direct sales by capturing every potential booking from callers and website visitors is vital to meeting those goals. Accelerated service and tailored offerings In the months preceding COVID-19, Ethiopian Airlines began using Genesys Predictive Engagement from within the Genesys Cloud™ platform to glean insights from its passengers’ website visits and uncover trends about their behaviors and interests. This allows the company to use real-time statistics and data to tailor deals for individual customers, which employees can offer via web chat. For example, consider a passenger who recently added an airline ticket to the online cart but did not complete the purchase. The airline can use this intelligence to determine how and when to offer a chat with a sales rep to help convert the sale. In addition, the insights help identify pricing issues that are limiting certain ticket sales. Maximizing conversion rates with the power of AI “We knew we were missing out on revenue from thousands of prospects browsing and leaving our website,” said Getinet Tadesse, CIO at Ethiopian Airlines. “Genesys Predictive Engagement has enabled us to capture significantly more website window shoppers. Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we’ve only really scratched the surface of what the tool can do.” Ethiopian Airlines is strongly placed for growth as the industry adjusts to a new normal. The airline is poised to ramp up from 30,000 daily calls and 12 million passengers annually. It also plans to integrate Genesys Predictive Engagement into its mobile app and enable AI-powered virtual assistants to respond to basic customer requests and frequently asked questions. Customer experience gets personal While Genesys Predictive Engagement was built to leverage insights from website visits, the application’s most recent release helps businesses, like Ethiopian Airlines, tap into data from numerous native and third-party systems. This includes data from a CRM, an ATM event and a web chat, for example, to give organizations a more holistic view of an individual customer’s behavior and make accurate predictions to drive even better business results. Genesys also recently added deeper machine learning capabilities including identity stitching, sequenced learning and reinforced learning with A/B testing. Organizations will benefit from more comprehensive intelligence about each customer, enabling them to deliver more prescriptive actions and service to produce optimal results, such as converting a sale, avoiding churn, and more. “Today, Genesys Predictive Engagement connects an innovative chain of actions, including past customer events, profile information and history, across multiple systems and channels, such as web and mobile, providing richer behavioral data,” said Olivier Jouve, executive vice president and general manager of Genesys Cloud. “This enables organizations to deliver even more personalized offers and service while improving important business KPIs like lead conversion rates, for example.” Newly embedded in Genesys Cloud, Genesys Predictive Engagement is a core component of the AI engine that enables Experience as a ServiceSM, the company’s vision for the contact center industry to power unprecedented levels of personalization. Learn more about how Ethiopian Airlines put their passengers first with Genesys Predictive Engagement. 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 Experiences as a ServiceSM so organisations of any size can provide true personalization 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 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.