11/24/2025
AI-Powered Experience Orchestration fuels service innovation, boosting CX scores by 100+ basis points and accelerating digital transformation across key industries
Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced that AIonOS, a leading innovator in digital transformation solutions, has significantly elevated both its customer experience (CX) and employee experience (EX) capabilities with the Genesys Cloud™ platform. By utilising the comprehensive capabilities of Genesys Cloud, AIonOS is enabling its global organisations to scale seamless, automated interactions, turning its vision of intelligent customer engagement into reality.
As part of its digital transformation journey, AIonOS is elevating its AI applications from isolated pilots to enterprise-wide integration. Leveraging Genesys Cloud solutions, AIonOS has successfully streamlined service operations, empowered its workforce, and significantly improved customer satisfaction across global markets. With Genesys Cloud streamlining workflows, AIonOS is able to boost productivity, elevate CX, and empower employees to consistently exceed their key performance indicators (KPI).
Notably, for one of its largest travel, transportation, logistics and hospitality (TTLH) clients, AIonOS is leveraging Genesys Cloud to develop a digital bot solution featuring skill- and tenure-based routing. The solution enables effective self-service experiences, resulting in improved customer satisfaction and greater operational efficiency through increased call containment rates. Within just two months of going live, the company surpassed its CX performance targets, instilling client confidence and accelerating onboarding timelines. For a major client, AIonOS also leverages the native Customer Relationship Management (CRM) connector to enable single source of truth for its agents. The seamless integration between Genesys and popular CRMs, enables the company to deliver frictionless, context-rich customer experiences by unifying data, agents and communication channels.
Genesys Cloud has significantly transformed customer interactions for AIonOS, delivering seamless, personalised experiences across all touchpoints. AIonOS’ customer experience scores increased by 20%, marking an impressive gain in a matter of weeks. The combination of enhanced customer engagement and faster resolution times has exceeded expectations, accelerating revenue growth and maximising business potential.
Dan Ferns, Head, Global CX Delivery, AIonOS said, “Genesys has been a key enabler in our enterprise transformation, helping us unlock value to build and empower a future-ready workforce. Its open architecture allows us to integrate and host our own apps via the Genesys AppFoundry marketplace, fostering a truly collaborative partnership – a match made in the cloud. This synergy is already delivering measurable impact across industries like travel, transportation, logistics, and hospitality—where exceptional experiences and operational efficiency are essential.”
Raja Lakshmipathy, Vice President and Managing Director, India and SAARC, Genesys, said “At Genesys, we worked closely with AIonOS through a consultative, solution-driven approach to deeply understand their CX goals. AIonOS is a prime example of how organisations can unlock transformative outcomes by leveraging our AI-Powered Experience Orchestration platform that can help transform both CX and EX to deliver measurable business value and impact. We’re proud to support their transformation journey and help set a new benchmark for human-centric, intelligent service across industries.”
About Genesys
Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com/en-sg.
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Media Contacts
Manali Pattnaik
Director APAC Communications, Genesys
+65- 83217924
