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10/05/2023 Genesys deepens commitment to Japan with the launch of second Genesys Cloud Region in Osaka Genesys will be one of the first global CX leaders in Japan to offer two full-service cloud regions, providing robust business continuity options and low latency for enterprises across Japan New Genesys cloud regions, including upcoming Osaka and Singapore investments, mark the expansion of the experience orchestration leader’s global and Asia-Pacific footprint Genesys Cloud Services K.K. (Headquarters: Minato-ku, Tokyo; President: Paul Ito Ricci; hereafter: Genesys Japan), a global cloud leader in AI-powered experience orchestration, is expanding its presence in Japan with a second full-service Genesys Cloud ® region in Osaka expected by the end of 2023. The new Osaka region will offer options for business continuity beyond the existing Tokyo region and provide enterprise customers with lower data latency across Western Japan. With this launch, Genesys will be one of the first global customer experience leaders to offer enterprises an all-in-one public cloud contact center platform with two regions in Japan. Japanese organisations, including those in tightly regulated industries like the public sector, healthcare, and financial services, often have strict business continuity policies, with in-country geographic diversity that mandates physical distance between data centres. Using the Amazon Web Services (AWS) Asia Pacific (Osaka) Region Genesys will be able to provide the requisite geographical distance and separation necessary to significantly reduce the risk of a single event impacting the service in both Genesys Cloud Tokyo and Osaka regions. The Genesys Cloud region in Japan is highly resilient (100% availability for the past year) and can operate actively across three or more AWS Availability Zones simultaneously. Now with two core Genesys Cloud regions in Japan organisations will be able to meet business continuity requirements for even greater separation than a single core region can provide while ensuring their data residency, security, and privacy needs are met. The expansion in Japan underlines the company's commitment to Japanese enterprises and the heightened demand for Genesys Cloud services as evidenced by 35% Genesys Cloud year-over-year revenue growth for the second quarter of FY 2024 in Japan. This is across diverse industries, including over 250% year-over-year revenue growth from business services, nearly 200% year-over-year revenue growth from financial services, and over 125% year-over-year revenue growth from retail services. With the company’s use of the AWS Asia Pacific (Osaka) Region and upcoming satellite region in Singapore, Genesys Cloud will be available in 18 AWS regions, with additional global expansion underway to grow the platform's already significant global footprint and investment in the Asia Pacific region. Beyond business continuity, the second in-country Genesys Cloud core region in Osaka will empower organisations with artificial intelligence (AI)-powered experience orchestration capabilities to deliver empathetic, seamless and personalised experiences. Genesys has been supporting a significant number of clients across Japan, such as Askul, AstraZeneca, SBI Securities, NTT Docomo, Transcosmos and LIXIL, solidifying its position as a trusted partner in the region. Its recent collaboration with NTT Coms, one of Japan's largest carriers, is another step towards ensuring the broadest reach of Genesys Cloud's transformative solutions to an even wider spectrum of businesses. IDC has ranked Genesys #1 for 2022 market share in Japan's contact center application market, with a 20.9% YoY growth and 24% market share based on 2022's annual sales1. “With more than two decades of a longstanding commitment to Japan, the latest investment deepens our ability to address the needs of Japanese businesses seeking digital transformation and operational excellence. Our new Genesys Cloud Osaka region is a pivotal part of expanding our global footprint, emphasizing the company’s dedication to help organisations anywhere in the world orchestrate seamless, personalised and secure experiences for their customers,” said Olivier Jouve, Chief Product Officer of Genesys. “The Japan market is ripe for cloud solutions that can be tailored to the unique demands of local businesses, especially in highly regulated sectors like Financial Services, Retail/eTail, Business Process Outsourcing (BPO) and Manufacturing. There is a growing need for them to build both efficiency and resiliency in the market owing to the strict disaster recovery policies. In addition to ensuring business stability, the Genesys Cloud Osaka region will enable organisations to optimize their business and orchestrate the customer experience across all touchpoints,” said Paul Ito Ricci, President of Genesys Japan. "With the heightened demand for reliable cloud services, a new cloud region from Genesys can provide solutions to many enterprise conundrums – both from a service reliability and business continuity perspective. We foresee the availability of the Genesys Osaka region helping Japanese organisations digitally transform and enhance their customer and employee experience ecosystem in Japan," said Krishna Baidya, Sr. Director, CX, ICT Practice, Frost & Sullivan. “Business continuity is a fundamental element to ensuring a frictionless customer experience. The introduction of the Genesys Cloud Osaka Region signifies a pivotal advancement for us, given our extensive use of the cloud across the country. This allows us to seamlessly deliver customer service in our contact centers, allowing us to maintain consistent communication with our clients, even during unforeseen situations,” said Shusaku Ijiri, Head of the Information Systems Department at NTT Docomo. “By working with AWS and Genesys Cloud, we're committed to delivering high-quality system integration to our customers. The launch of this new Genesys region offers not only faster services for our customers in Western Japan but also empowers us to provide even more stable and reliable service. We're excited about the potential of this launch and the capabilities it brings to further enhance customer experiences through data utilisation and digital transformation,” said Takanori Minatohara, Executive Managing Director of Enterprise Business Division & CPMO of CTC. 1 IDC, Japan CRM Application Shares, 2022: Advancement of Digital CX with a Data-Driven Approach, Doc #JPE50537523, August 2023. About Genesys  Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realise Experience as a Service®, 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 into a modern revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg. ©2023 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCXNow, Pointillist® Customer Journey Management Platform, 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. Genesys Contact Manali Pattnaik Genesys manali.pattnaik@genesys.com +65 - 8321 7924

06/22/2023 Genesys Makes Significant Progress Toward Carbon Neutrality with 8% Decrease in Carbon Emissions Year-Over-Year Company’s new sustainability report details progress toward ambitious sustainability goals across environmental, social and governance impact Genesys launches new offer to help charities delivering life-changing services further their missions Genesys®, a global cloud leader in AI-powered experience orchestration, today released its 2022 Sustainability Report covering the company’s fiscal year 2023 (February 1, 2022–January 31, 2023), underscoring the company’s commitment to driving a more sustainable future for positive impact on the world. The report highlights progress toward the environment, social and government (ESG) goals the company set for 2030, including a nearly 25% decrease in greenhouse gas emissions since it began measuring its footprint in fiscal year 21 (ending January 31, 2021). “A strong sustainability foundation is rooted in empathy, inclusion, engagement and innovation — all of which are at the core of everything we do here at Genesys,” said Bridgette McAdoo, Genesys chief sustainability officer. “We moved at a rapid pace over the past three years to affect meaningful and lasting positive change that’s well beyond just setting goals. We are a sustainability leader in the customer experience industry and bringing our employees, customers and partners with us.” Genesys officially launched its sustainability initiatives in 2020, integrating ESG as one of the four pillars around which it builds its operational model to ensure strategy-aligned execution. In 2021, the company announced its 2030 goals to contribute to a more sustainable future for the community it serves, including becoming carbon neutral, becoming as diverse as the markets it serves and touching 100 million lives of people in need by helping nonprofits use Genesys products for good. Since then, the company has set the standard for sustainability practices in the industry, resulting in significant traction toward its goals. The Genesys commitment to sustainability also means helping organisations make a positive change in the world them. As part of that, Genesys is driven to enable organisations to use its innovative products for good. With an uptime of 99.996%[1], Genesys CloudTM is the ideal solution for any organisation that depends on the reliability of its contact centre to provide critical services, including suicide and domestic violence hotlines, food banks, and more. During its most recent fiscal year, Genesys has enabled nonprofit organisations around the world to deliver more than 46 million experiences to people in need. Today, Genesys has announced the expansion of its efforts to help charitable organisations improve their ability to serve more people. This offer will enable these organisations, which are doing good in their communities while traditionally operating on limited budgets, to maximise their impact for the people they serve with the most innovative and reliable platform on the market. Details on the offer, which will be available later this quarter, can be found here. Notable environmental achievements highlighted in the latest report include: Decreasing greenhouse gas emissions by 8% year-over-year, due in part to the carbon-saving benefits of transitioning customers from on-premises solutions to Genesys Cloud built on Amazon Web Services (AWS). With research showing that organisations moving their on-premises workloads to AWS decrease their carbon footprint around 80%, customers that evolve to Genesys Cloud similarly can reduce their emissions and progress their own sustainability goals.[2] Securing a B grade from the Carbon Disclosure Project (CDP) — a two-grade improvement in just one year. Genesys now ranks among the top in the customer experience (CX) industry for its sustainability efforts, as rated by the CDP. Improving from a Bronze to a Gold rating by EcoVadis in less than two years — placing Genesys in the top 5% of the more 100,000 companies assessed by the organisation, and in the top 1% of those in the software provider industry. Achieving LEED Platinum certifications for its new offices in Galway, Ireland; and Menlo Park, California. Committing to setting science-based targets (SBTi) for its near-term emissions reductions. Genesys approaches sustainability through intersectionality, understanding that employee representation and belonging play a crucial role in driving change and innovation across the organisation. During FY23, Genesys made strides in reaching its diversity goals, including: The representation of underrepresented leadership (director and above) in the US grew from 20.4% to 22.5%; a greater than 10% net increase. Representation across all underrepresented groups in the US workforce grew by greater than 13%; increasing from 21.6% to 24.5% Since officially establishing the Diversity, Equity and Inclusion (DEI) program in 2020, women in leadership across the globe increased by more than 20%. “This year was about continuing our DEI work at Genesys to build a more equitable, inclusive culture while also executing and delivering impactful results,” said Eric Thomas, global DEI officer at Genesys. “For a third year in a row, we saw solid growth in the representation of women and people of colour across the company. We are very proud of our progress and look forward to expanding opportunities for our talented employees to spur innovation, develop inclusive products and meet our customers’ unique needs.” Read the full Genesys 2022 Sustainability Report here. About Genesys Every year, Genesys orchestrates billions of 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®, 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/en-sg. [1] During Fiscal Year 2023 (Feb. 1, 2022–Jan. 31, 2023) [2] 451 Research “The Carbon Reduction Opportunity of Moving to Amazon Web Services”, Daniel Bizo, October 2019 https://d39w7f4ix9f5s9.cloudfront.net/e3/79/42bf75c94c279c67d777f002051f/carbon-reduction-opportunity-of-moving-to-aws.pdf 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. ©2023 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCXNow 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.   Genesys Contact: Manali Pattnaik manali.pattnaik@genesys.com +65 - 8321 7924

06/21/2023 Genesys Moves Experience Measurement Beyond NPS with Actionable Insights and Industry Benchmarking The Genesys Experience Index becomes the first people-centric methodology to provide organisations with visibility into where loyalty is built or broken New offer applies methodology to organisations’ employee experience for better workforce engagement and business results Genesys® today unveiled its Experience Index™ methodology: the first people-centric approach based on listening and understanding what really motivates stakeholders to help organisations improve any experience and business performance. As a global cloud leader in artificial intelligence (AI)-powered experience orchestration, Genesys pioneered this progressive, adaptable experience management approach to give organisations actionable insights into what damages engagement and loyalty, providing a competitive advantage born from empathy. Many businesses rely on traditional measurement systems like Net Promoter Score (NPS) and other satisfaction ratings that were created decades ago. While these tools detect overall sentiment, they often fail to give organisations a clear understanding of the employee and customer journeys to merit the score, either good or bad – ultimately limiting an organisation’s ability to effectively adapt when needed. To meet the needs of today’s experience-driven consumers, businesses are looking for a more modern, tailor-made approach to defining, measuring and improving any experience. In fact, Gartner Research predicts that by 2025, more than 75% of organisations will have abandoned NPS as a measure of success for customer service and support.[1] By combining human sentiment with industry benchmarks and data from the Genesys Cloud™ platform or potentially even other sources, the Genesys Experience Index methodology helps organisations pinpoint where an experience goes wrong — and what needs to be done to fix it — with unprecedented precision. Through this comprehensive, data-driven approach, organisations can deliver stronger end-to-end experiences in the contact centre and beyond. “Orchestrating loyalty-building experiences today requires a new people-centric and actionable approach to measuring and benchmarking experience quality,” said Peter Graf, Genesys chief strategy and operations officer. “With the Genesys Experience Index, we’re giving organisations a new way to action what matters most to improve end-to-end experiences and drive better results for their employees, customers and business alike.” Genesys Experience Index Delivers Tailored Solution to Help Contact Centres Improve Employee Loyalty As contact centre employees often serve as the first point of contact between a brand and consumers, the agent experience directly correlates to the quality of the customer experience. Low employee engagement and unresolved pain points in the technology and services they use can be detrimental to a brand’s reputation. In an industry that suffers from one of the highest attrition rates — up to 40% in some industries, according to “The State of Customer Experience” report from Genesys — the employee experience has never mattered more. And leaders are taking note: the No. 1 priority for nearly half of CX leaders is investing in the improvement of the employee experience. Now with the Genesys Experience Index Offer for Contact Centre Employees, the company is helping organisations optimise their businesses by giving them insights about: How their employees rate their entire journey from onboarding, training and beyond How they compare with their industry peers so they can better attract and retain talent How the agent experience is affecting the customer experience — positively or negatively What tailored strategies they should implement to improve the contact centre agent experience With the Genesys Experience Index, organisations can analyse the quality of their experience in a user-friendly dashboard, tying together employee sentiment results, industry benchmarking based on data captured from thousands of contact centre agents across six major industries along with Genesys Cloud platform data or other sources. Additionally, organisations can receive consultative analysis from expert Genesys advisors to help them identify patterns and create an action plan to strengthen their overall contact centre employee experience. Genesys customers participating in the pilot of the Genesys Experience Index gained insights that provided detailed recommendations for ways they could optimise, such as: An online membership fashion retailer with a global footprint found agents handling its digital service channels had a significantly lower well-being score than other areas. Meanwhile, customer interaction data from Genesys Cloud showed demand for digital channels had ballooned in the same period. The Genesys Experience Index predicted that employee turnover in the retailer’s most popular channel was highly probable, putting it at risk for compromised customer outcomes if not addressed. A Canadian financial services company uncovered its agents felt unprepared to do their jobs well, training was insufficient and scheduling issues were causing mounting frustrations. When comparing agent sentiment with data from Genesys Cloud, it was identified that the organisation wasn’t utilising the workforce engagement management capabilities it had purchased, which could help them directly improve their employee pain points. A non-profit healthcare company identified its agents were dissatisfied with onboarding and felt undervalued, overworked and not fully equipped to help customers. The Genesys Experience Index analysis found the organisation could improve its employee experience by enhancing its knowledge base and investing in employee engagement strategies and technology to improve its culture. “For decades, companies have had useful ways to measure individual interactions, but tools to understand total experience — over a series of connected activities and objectives — have been non-existent or imprecise,” said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. “After years of research, testing and fine-tuning, Genesys is delivering the Experience Index, pioneering an approach that allows organisations to tap into the exact insights they need to improve any experience from beginning to end. With this new offer, Genesys is helping companies create strategies to solve a perennial contact centre industry problem: employee turnover. Experience Index gives organisations a tailored, industry-specific solution to gain new levels of visibility so they can improve agent satisfaction and engagement, leading to improved customer experience.” The Genesys Experience Index is available now to organisations in the US, Europe, the Middle East and Africa. [1] Gartner, “NPS Is Everywhere, but It’s Useless for Customer Service,” Deborah Alvord, Refreshed 11 October 2022, Published 29 April 2021. About Genesys Every year, Genesys orchestrates billions of 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®, 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 into a modern revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg. ©2023 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCXNow 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.   Genesys Contacts: Manali Pattnaik manali.pattnaik@genesys.com +65 - 8321 7924

06/08/2023 Genesys Cloud Surpasses $1 Billion ARR during Q1 Fiscal Year 24 Genesys continues to seize market share driven by strong demand for cloud experience orchestration platform Genesys®, a global cloud leader in AI-powered experience orchestration, today announced that the Genesys Cloud™ platform has surpassed $1 billion annual recurring revenue (ARR). Achieving this milestone comes in less than four years since the company surpassed $100 million ARR. With Genesys Cloud ARR growth greater than 45% year-over-year during the first quarter of the company’s fiscal year (February 1–April 30, 2023), Genesys continues to seize market share, growing faster than its closest Contact Centre as a Service (CCaaS) competitor during the same period. “Leading brands understand great business outcomes are grounded in great experiences,” said Tony Bates, Genesys CEO and chairman. “Our business momentum is validation that our strategy to enable personalised, empathetic experiences at scale is resonating — organisations everywhere are partnering with Genesys to set the new standard in loyalty defining customer and employee engagement. With Genesys Cloud, we’re not only writing the next chapter but delivering on the future of experiences through continuous innovation, modern AI-powered orchestration and unmatched global presence, trusted by thousands of customers of all sizes, scale and industries.” Genesys saw significant demand for Genesys Cloud across segments and geographies during the quarter. Highlighted new customers include a Fortune 100 logistics company and a major US insurance provider, as well as a European auto insurance company that consolidated its contact centre with Genesys Cloud, replacing NICE and several other vendors. The company also deepened relationships with existing customers, including a Fortune 100 retailer that expanded its experience orchestration capabilities and a Fortune 100 provider of insurance and retirement savings accounts, which evolved from a hybrid cloud to Genesys Cloud. In addition to these large enterprise deals, over 75% of new customers during the quarter were from small- and mid-sized businesses (SMB) as well as mid-market segments. Highlighted growth includes: More than 80% year-over-year increase in Genesys Cloud revenue in healthcare; Genesys serves six of the top 10 of the global healthcare providers More than 50% year-over-year increase in Genesys Cloud revenue in financial services; Genesys serves eight of the top 10 global financial services providers The top 50 Genesys Cloud customers averaged more than 8,000 unique agents on the platform, up nearly 30% year-over-year Market demand for Genesys Cloud has been accelerated by significant customer traction for Genesys AI, offering new generative AI features released this year and comprehensive capabilities spanning conversation automation, agent assistance, conversation intelligence, workforce engagement management, and predictive engagement and routing. During the quarter: Genesys had a year-over year increase of more than 3X for its conversational and predictive artificial intelligence (AI) solutions revenue The number of customers using three or more native Genesys AI solutions grew nearly 9X year-over-year The number of customers implementing Genesys digital and voicebots grew nearly 110% year-over-year Genesys status as a leader in the customer experience (CX) industry continues to be recognised, most recently by Forrester, where it was named a Leader in "The Forrester Wave™: Contact Centre as a Service, Q1 2023. The Genesys Cloud platform received the highest scores possible in the AI architecture, workforce optimisation and customer self-service criteria, and among the highest scores in the outbound capabilities criteria. With this placement, Genesys has been named a Leader by Forrester across the company's four customer experience priorities. In addition to traditional business results, Genesys includes environmental, social and governance (ESG) results as part of its key success metrics. Notable updates during the company’s first quarter include: The representation of women leaders at Genesys eclipsed the 30% threshold. This is a net increase of 23.8% in the representation of women leaders across the global workforce at Genesys since the official establishment of the Diversity, Equity and Inclusion (DEI) program during 2020. Genesys launched a pilot of its Diversity Accelerator Program (DAP) designed to create promotion velocity for women and underrepresented groups at the company. The results of the quarter’s employee engagement survey illustrated a strong Inclusion Score of 84, indicating from the Genesys global workforce that the company is on the right track with its inclusion and belonging initiatives. Genesys won over $30 million in RFPs when sustainability was a significant selection criterion. Nearly 15 million experiences were orchestrated for charitable customers using Genesys Cloud.   About Genesys  Every year, Genesys orchestrates billions of 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® 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/en-sg. ©2023 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.   Genesys Contact: Manali Pattnaik manali.pattnaik@genesys.com +65 - 8321 7924