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06/23/2021 Genesys Launches New Capabilities to Enable Rapid Innovation for AI-Driven Customer Experiences New flexible consumption model provides access to all Genesys technology including low-code tools for orchestrating fluid experiences LONDON — June 24, 2021 — Genesys®, a global cloud leader in customer experience orchestration, has announced new tools that enable businesses to easily build and orchestrate their own bot experiences, integrate third party messaging applications, and provide employees with technical training. And a new flexible consumption model gives companies access to Genesys solutions so they can scale or deploy new capabilities whenever they want, allowing them to meet changing customer and business needs. The pandemic drastically accelerated enterprise adoption of cloud and digital technologies, putting many businesses years ahead of schedule. By 2022, 70% of all organisations will have accelerated use of digital technologies — transforming existing business processes to drive customer engagement, employee productivity, and business resiliency, according to IDC.[1] The shift toward digital products and services is here to stay; customer experience (CX) is now a competitive advantage in the race to gain market share and customer loyalty. Leveraging the scalability and agility of the cloud, Genesys enables companies to orchestrate real-time customer experiences that drive business value. With new low-code tools, companies quickly create personalised experiences that can be deployed across multiple channels. New capabilities include: Bot development and orchestration: New Dialog Engine Bot Flows, an intuitive drag-and-drop, low-code visual interface, allows business users to build and deploy AI-driven bots. It identifies automation opportunities, taps into existing customer data to understand context, and orchestrates a personalised customer journey to deliver a seamless conversational experience across digital and voice. Open messaging APIs: Coming later this summer, the lightweight integration that enables businesses to easily integrate their own messaging apps as well as third-party applications like review sites, comment plugins and niche social messaging apps. This gives them a unified view of customer communication across all channels. Employee development and feedback: This new workforce engagement capability helps onboard new employees, enhance technical and CX skills, and gather feedback throughout the employee development journey. It enables employees to continuously develop their skills to deliver better customer experiences. These new features and other Genesys solutions are now available through Genesys Choice, a flexible consumption model that provides access to all voice, AI, workforce engagement/optimisation and digital capabilities — all with a single annual subscription. Companies can quickly scale up or down; and turn functionalities on or off to adjust for seasonal trends, shifting consumer preferences, product cycles, and other business trends. And through continuous deployment, Genesys customers have instant access to new updates and features delivered via the cloud, enabling engineers to spend more time innovating and less time updating. Comments on the news “In healthcare, doing more with less is pretty commonplace. The ability to easily integrate third-applications on our own helps us engage with our patients more effectively,” said Robert Allen, Manager of Communication Centre Technical Operations, Rochester Regional Health. “And, access to the latest Genesys technology through regular cloud-delivered updates enables us to continuously innovate and deliver more personalised patient experiences across every touchpoint.” “Consumers want to interact on their own terms through their preferred channels – and businesses are the same way,” said ML Maco, Executive Vice President of Global Sales and Field Operations at Genesys. “They want more control and flexibility over the experiences they deliver to their customers. With Genesys Choice, businesses can now access our entire product portfolio with a single subscription, so they can scale up or down or launch new features on the fly enabling them to meet their customers wherever they may be.” “We want every student to feel like their experience was personally designed for them,” said Adam Davis, Vice President of Operations, Western Governors University. “Genesys provides us with the flexibility to build personalised experiences while being more self-sufficient. We don’t need nearly as much external support as we previously did, and we can launch new features faster thanks to the open APIs.” "Business today is more dynamic than even just a few years ago, and companies are subject to a great deal of unexpected changes," said Mary Wardley, Program Vice President, Customer Care and CRM, IDC. "The need for agility to adapt to external factors and meet the rapidly evolving customer expectations has only grown, however. Usage-based consumption models like Genesys Choice are starting to emerge and are unique in that they create elasticity in how businesses adopt the latest CX innovations while retaining control of spend." About Genesys Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service SM our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.   ©2021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Engage 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 PR Manager – EMEA [email protected] +44 1276 457 119 +44 7408 885099 Brands2Life [email protected] + 44 20 7592 1200 [1] IDC FutureScape: Worldwide Digital Transformation 2021 Predictions, Doc # US46880818, October 2020

06/21/2021 Genesys Launches Genesys DX, the Next Chapter in Customer Engagement New digital-first product transforms the customer conversation beyond transactional chat interactions to intuitive digital experiences that build trust and loyalty LONDON June 23, 2021 -- Genesys®, a global cloud leader in customer experience orchestration, announced Genesys DX, the company’s new standalone digital customer engagement offering. Genesys DX leverages the company’s CX expertise and Genesys AI, predictive engagement to enhance the conversational AI and dynamic knowledge base capabilities from the Bold360 acquisition, which closed in May. Companies have shifted more business to digital interactions based on the rapid changes in consumer expectations and in pursuit of new potential customer touchpoints. Traditionally, they approached the engagement as singular interactions through various digital channels or on transaction-oriented, conversational platforms. In today’s consumer-defined landscape, businesses need to create empathetic experiences across digital interactions such as web chat, messaging and chatbots that build trust and loyalty with customers. Genesys created Experience as a ServiceTM to deliver empathy at scale and this digital frontier galvanises this new direction for an industry in transformation. Genesys DX, available today, enables companies to move the customer experience beyond the transactional chat interactions that are common today to deliver intuitive conversations that customers welcome. With each customer engagement, Genesys DX will get smarter about how to improve their experiences throughout the relationship lifecycle based on dialogue, responses and preferences. Genesys DX helps companies understand customer needs and predict customer intent with groundbreaking capabilities, including: Always-On Engagement: Customers’ expectation for rapid reciprocal engagement by businesses when and where they decide to initiate it means companies need to be at-the-ready. With Genesys DX, companies can deliver always-on engagement – showing up immediately to help by providing the right information to address the need as empathetically and swiftly as possible. A centralised knowledge platform allows companies to provide fast access to information, while simultaneously leveraging the voice of these customers to continuously enhance the experience. Human Intuition for All Digital Interactions: Digital has become a preferred channel for its convenience and fluidity; however, there is great value in incorporating the best aspects of a human agent interaction. Genesys DX enables companies to apply human-like intuition in all digital engagement by combining real-time, 360-degree view of customer touch points and contextual data. The new capability goes well beyond the traditional concepts of passive sentiment analysis – empowering companies to stay ahead of the customer by proactively addressing needs and guiding them toward a resolution and better customer experience. Faster Scale to Wow: Companies drive toward outcomes as best as possible with resources that are fixed, yet business is dynamic. Now they have an intuitive solution that delivers value in weeks and scaling that success to delight customers is easier than ever. Companies can easily design and launch conversational intelligence to create smart self-service on the most popular messaging channels. Agents can work smarter with easy-to-master AI and actionable insights and intuitive workspaces. Comments on the News "The world of customer engagement has changed fundamentally with the majority of consumers preferring digital experiences," said Barry O’Sullivan, Executive Vice President and General Manager of Genesys Digital and AI. "Businesses must adapt to meet new customer expectations for rapid, reciprocal engagement. With Genesys DX, companies can now engage customers with always available, intuitive digital conversations that are predictive and proactive to build trust and loyalty." "Consumers around the world turn to us and our family of iconic outdoor, active, and workwear brands to live and enjoy their best lives," said Richard Donaldson, Director, Digital Product Management, VF Corporation. "We want to enable our brands to provide an amazing consumer experience at every opportunity and across every touchpoint. With Genesys DX, we have a standalone digital platform to deliver empathetic customer engagement anywhere in the experience." Genesys DX Availability Genesys DX is available today. To learn more, please visit www.genesys.com/genesys-dx. About Genesys Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com. Contacts: Genesys: Janne Virtanen Senior PR Manager – EMEA [email protected] +44 1276 457 119 +44 7408 885099 Brands2Life [email protected] + 44 20 7592 1200

06/15/2021 Genesys Commits to a Sustainable Future Inaugural Sustainability Report Outlines Company’s Path to Achieving Carbon Neutrality, Improving Employee Representation and Positively Impacting One Million Lives London, June 15, 2021  -- Genesys®, a global leader in cloud customer experience and contact centre solutions, today published Moving Forward Together: Genesys 2020 Sustainability Report, announcing the company’s commitment to a sustainable future for positive impact in the communities where we work and live. The report outlines Genesys’ plans to establish more sustainable business practices through environment, social and governance (ESG) initiatives and sets goals for making a positive impact in the world. Genesys has integrated sustainability as one of the four pillars around which the company is building its operational model to ensure strategy-aligned execution. As a global organisation with nearly 7,000 customers, including over half of the Fortune Global 100, and more than 5,700 employees in 55 countries, Genesys is well positioned to help the customer experience ecosystem adopt more sustainable business strategies. Covering Genesys’ 2021 fiscal year, which ended on January 31, 2021, the 2020 Sustainability Report will serve as a baseline for the company to measure progress while engaging with employees, customers, partners and suppliers in its efforts to move sustainability initiatives forward as an industry. “We’re making great strides at Genesys in transforming our strategy and growth through more sustainable business practices that holistically optimise our economic, social and environmental impact,” said Bridgette McAdoo, Global Sustainability Officer at Genesys. “We recognise that sustainability is a team sport and that together, through our commitments and actions, we can impact our communities for generations to come.” The report identifies a number of promising areas for Genesys to make significant impact, including operational emissions, customer carbon reduction, workforce diversity, equity and inclusion, cybersecurity, ethical product use, artificial intelligence (AI) applications, and details the company’s specific targets across the ESG categories. Among them: Minimise the company’s impact on the planet by becoming carbon neutral by 2030, including reducing customers’ emissions by migrating their deployments to the cloud Improve people’s lives by using Genesys products in crisis communication, suicide prevention and other uses for good to touch one million lives by 2030 Further diversify the makeup of employees by improving the contingent of women in the workplace to 35 percent (8 percent increase) and in 40 percent director+ levels (15 percent increase) and underrepresented groups in the U.S. to 32 percent (10 percent increase) and in 32 percent (12 percent increase) director+ levels by 2030 Over the past year, Genesys has taken action to make progress on these goals, including: Shifted to provide more sustainable office spaces and utility features, including a new office in Galway, Ireland located in a sustainably focused commercial centre, designed and under construction using One Planet Living framework Adjusted to a more virtual footprint by updating policies for minimised work related travel and launching a new framework for a flexible workplace policy, decreasing employee commuting Launched Genesys Rapid Response, a service that enables organisations to move teams remote in less than 48 hours. Rapid Response was provided at no cost to two-hundred companies, including organisations providing unemployment benefits and community pantries Formally instituted a DE&I office and appointed the first Global Diversity, Equity and Inclusion Officer, and grew inclusion groups by four. Genesys now has five employee groups, including: Genesys Women in Tech (GWIT), Genesys Black Employees & Allies Members (GBEAM), Genesys Latinx in Tech (GLiT), Genesys Women of Colour (GWOC), Genesys LGBTQ+ Employees & Allies (G+) Joined Terra Carta and CEO Action for Diversity & Inclusion to foster idea exchange and coordinate on accelerating the private sector’s contribution to environmental sustainability and diversity. To learn more about the Genesys sustainability initiatives and progress, read the full report here. 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. Visit www.genesys.com. Forward-Looking Statements Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release. ©2021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud CX, Genesys Multicloud CX 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. Media contacts Genesys: Janne Virtanen Senior PR Manager – EMEA [email protected] +44 1276 457 119 +44 7408 885099 Brands2Life [email protected] + 44 20 7592 1200

06/03/2021 Genesys Announces Support for New Instagram Messaging Customer experience pioneer to enable companies to deliver high-touch customer engagement at scale with Messenger API for Instagram   With more than a billion users, Instagram has become an essential consumer channel for businesses and now they can engage in real-time customer conversations privately London, UK — June 3, 2021 — Genesys®, a global leader in cloud customer experience and contact centre solutions, has announced new Messenger API support for Instagram, providing companies with a new way to interact and orchestrate personalised experiences across marketing, sales and service for customers on one of the world’s largest social media platforms. Instagram is quickly becoming a preferred social platform for companies to engage consumers with its global reach and a growing audience of more than a billion users. It is the community through which people can explore, discover, connect, and buy. In fact, 90 percent of its users follow a business, and 50 percent are more interested in a brand when they see ads for it on Instagram. With so much opportunity to create deeper relationships with customers, companies need to be responsive and establish personal connections in a way that builds trust and earns loyalty. Now with Genesys, companies will be able to interact with consumers through private Instagram messaging to provide personalised experiences at scale, to answer product questions, address concerns, and more, based on their customer profile and service history. And for consumers, they can conveniently connect to companies from within the Instagram platform, sending messages directly as they browse through stories, feeds and shops. If the consumer seeks deeper engagement, they can even initiate a conversation with a live representative from the messaging feed. Comments on the News “Instagram is one of the most influential social platforms, but until now, brands haven’t been able to fully tap into the marketing potential of the platform as there wasn’t an easy way to privately respond to questions and provide information at scale,” said Barry O’Sullivan, Executive Vice President and General Manager of Genesys Digital and AI. “With Messenger API for Instagram, we can enable brands to engage at a deeper level to influence the consumer journey from discovery to purchase, forging stronger customer relationships while extending the value of marketing spend.” “We are delighted that Genesys is launching Messenger API support for Instagram on its platforms. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships.” Genesys’ support for the Messenger API for Instagram builds on the company’s customer experience leadership across digital channels, including Facebook, WhatsApp, webchat, SMS, and email. Available later this summer, Genesys will provide native support for Instagram messaging on its digital customer engagement platform, enabling companies to easily engage with customers, seamlessly transition conversations across digital and voice channels, and orchestrate high-touch customer experiences. 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. Visit www.genesys.com. ©2021 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud CX, Genesys Multicloud CX 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: Media contacts Genesys: Janne Virtanen Senior PR Manager – EMEA [email protected] +44 1276 457 119 +44 7408 885099   Brands2Life [email protected] + 44 20 7592 1200