{"id":599017,"date":"2025-09-15T17:31:23","date_gmt":"2025-09-16T00:31:23","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/genesys-announces-2025-orchestrators-innovation-awards-winners"},"modified":"2025-10-15T17:32:28","modified_gmt":"2025-10-16T00:32:28","slug":"genesys-announces-2025-orchestrators-innovation-awards-winners","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/genesys-announces-2025-orchestrators-innovation-awards-winners","title":{"rendered":"Genesys Announces 2025 Orchestrators Innovation Awards Winners"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<strong>NASHVILLE \u2014 <\/strong>For 20 years, the Genesys Orchestrators Innovation Awards, formerly known as the Customer Innovation Awards, have shone a spotlight on trailblazing organisations that pioneering what\u2019s next in customer and employee experience. These leaders are redefining engagement, driving transformation from the inside out, and setting new standards for their industries.<\/p>\n<p>This year at Xperience 2025 in Nashville, we\u2019re thrilled to announce 12 standout winners from a truly impressive pool of global contenders \u2014 across seven categories. Each one of these innovators has achieved measurable success by reimagining how CX and EX come to life through the <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud\u2122 platform<\/a> \u2014 and they\u2019re raising the bar for what\u2019s possible.<\/p>\n<p>The Genesys 2025 Orchestrators Innovation Awards winners are:[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/440x240-Featured-Image-HSBC.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Experience Orchestration Excellence Award\">\n        \n            <p class=\"speaker_name h5\">Experience Orchestration Excellence Award<\/p>\n                        <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa76fe\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa76fe\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa76fe-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Experience Orchestration Excellence Award\">\n                                                                <p class=\"modal-title h5\">Experience Orchestration Excellence Award<\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>HSBC Commercial Bank embarked on a strategic transformation to provide a digital-first, best-in-class customer experience, with personalisation delivered at scale. And it\u2019s done this while building a future-proof framework for continuous improvement and innovation. The Genesys Cloud platform was central to enabling that transformation.<\/p>\n<p>Today, access to deep insight into customer behaviour and employee performance enables agile response to opportunities. HSBC uses data to understand customer intent and design tailored end-to-end journeys, shifting to a \u201cright touch\u201d experience that guides customers to the appropriate channels and reduces customer effort.<\/p>\n<p>AI agent assistants provide real-time knowledge during interactions and post-interaction summaries, increasing agent efficiency and performance. Service operations are now viewed as a centre of innovation within HSBC.<\/p>\n<p>Notably, the transformation has led to:<\/p>\n<ul>\n<li><strong>32% reduction in call transfers<\/strong>, achieved by using artificial intelligence (AI)-driven intent gathering at the digital front door and ensuring context-aware transfers across channels, eliminating the need for customers to repeat themselves.<\/li>\n<li><strong>5-minute reduction in average handle time<\/strong> from implementing real-time AI-powered agent copilot and knowledge management solutions that proactively provide agents with relevant information during interactions.<\/li>\n<li><strong>43% reduction in time spent on after-call activities<\/strong> through generative AI capabilities like call summarisation, which streamlines post-interaction tasks and documentation for employees.<\/li>\n<\/ul>\n<p><a class=\"btn btn-secondary mt-2\" href=\"\/en-sg\/customer-stories\/hsbc\" target=\"_blank\" rel=\"noopener\">Read the full profile<\/a><\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/featured_img-Ionos.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Level Up Award, Self\/Professional Services implementation\">\n        \n            <p class=\"speaker_name h5\">Level Up Award, Self\/Professional Services implementation<\/p>\n                        <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa78f1\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa78f1\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa78f1-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Level Up Award, Self\/Professional Services implementation\">\n                                                                <p class=\"modal-title h5\">Level Up Award, Self\/Professional Services implementation<\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>IONOS saw rising customer expectations and the advance of AI technologies as an opportunity to transform service delivery. The organisation leveled up from reactive support to predictive, data-driven engagement by leveraging AI automation and insights through the Genesys Cloud platform.<\/p>\n<p>IONOS has reduced friction for customers and agents, increasing empathy in service delivery and driving greater business outcomes. With Genesys Cloud, the company also unified contact centre operations globally and enabled real-time, predictive customer engagement, supporting its strategic vision of digital transformation and building a future-proof CX framework.<\/p>\n<p>Leveling up CX has led to:<\/p>\n<ul>\n<li><strong>68% in conversion rate<\/strong> by using predictive engagement to enable personalised and timely interactions.<\/li>\n<li><strong>12% decrease in average handle time<\/strong> with the use of predictive routing, which also cut total resolution time by 90 seconds.<\/li>\n<li><strong>20% average handle time<\/strong> decrease using copilot and significantly improving the agent experience by reducing their cognitive load.<\/li>\n<\/ul>\n<p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/featured_img-Aterian.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Level Up Award, Partner implementation\">\n        \n            <p class=\"speaker_name h5\">Level Up Award, Partner implementation<\/p>\n                        <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa7a8d\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa7a8d\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa7a8d-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Level Up Award, Partner implementation\">\n                                                                <p class=\"modal-title h5\">Level Up Award, Partner implementation<\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Aterian, Inc., a consumer product company selling across retailers such as Amazon, Walmart, Target +, and Shopify, saw the complexity of high-volume, multichannel customer service as a catalyst for transformation. The organisation set out to streamline support for thousands of SKUs and to better enable its representatives to handle complex, emotionally nuanced service interactions. By implementing the Genesys Cloud platform, Aterian was able to evolve its customer experience from fragmented and reactive to unified, empathetic, and intelligent, without increasing headcount.<\/p>\n<p>Leveraging Genesys Cloud, Aterian worked with partner Amplix to build a tailored, AI-driven support engine, unified channels, and streamlined agent tools. The company embedded real-time intelligence and emotionally aware automation directly into agent workflows, launched dynamic knowledge bases, and deployed an AI-powered email copilot. In the process, Aterian built a future-proof, people-first CX model that redefines what lean service operations can achieve.<\/p>\n<p>Leveling up CX has led to:<\/p>\n<ul>\n<li><strong>30% increase in SLA <\/strong>during seasonal peaks, outperforming prior years, powered by real-time prioritisation and workflow automation.<\/li>\n<li><strong>5\u201320% faster talk time<\/strong> across brands.<\/li>\n<li><strong>7% improvement in email AHT<\/strong> overall, even as voice launched; one brand achieved 25% lower email AHT.<\/li>\n<li><strong>65% TCO reduction<\/strong>, creating a leaner tech spend.<\/li>\n<li><strong>33% increase<\/strong> in agent satisfaction.<\/li>\n<\/ul>\n<p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/featured_img-Emtelco.png\" class=\"rounded-sm mb-1 w-100\" alt=\"AI Innovator of the Year Award\">\n        \n            <p class=\"speaker_name h5\">AI Innovator of the Year Award<\/p>\n                        <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa7bfa\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa7bfa\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa7bfa-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"AI Innovator of the Year Award\">\n                                                                <p class=\"modal-title h5\">AI Innovator of the Year Award<\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>As a strategic partner for mobile solution providers like Tigo, Emtelco has prioritized building a seamless, omnichannel customer experience (CX) that provides users with fast and accurate solutions. To support its partners, Emtelco is transforming its customer service model by integrating artificial intelligence (AI) to ensure that every interaction is efficient yet personalised, and meets the needs of today\u2019s digital-savvy customer.<\/p>\n<p>To achieve this, Emtelco built its SophIA intelligent virtual assistant, powered by Genesys Cloud AI. Using functionalities such as predictive routing and real-time analytics, SophIA has improved transfer accuracy. It also predicts user intent, and tailors responses to optimise support flow. And with integrated virtual agent capabilities, SophIA operates as an advanced voicebot that handles common requests, providing quick responses without human assistance.<\/p>\n<p>Results thus far include:<\/p>\n<ul>\n<li><strong>15% increase in digital interactions<\/strong> by using journey management and predictive engagement to identify needs and offer proactive solutions.<\/li>\n<li><strong>34% of cases resolved during the first contact<\/strong> by SophIA virtual assistant acting as a voicebot that handles common requests without agent interaction.<\/li>\n<li><strong>12% reduction in incorrect transfers<\/strong> by SophIA predicting user intent and directing requests to the appropriate support area.<\/li>\n<\/ul>\n<p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/featured_image-Engie.png\" class=\"rounded-sm mb-1 w-100\" alt=\"EX Optimizer Award\">\n        \n            <p class=\"speaker_name h5\">EX Optimizer Award<\/p>\n                        <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa7d4e\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa7d4e\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa7d4e-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"EX Optimizer Award\">\n                                                                <p class=\"modal-title h5\">EX Optimizer Award<\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>ENGIE undertook a strategic transformation to optimise employee experience as a lever for delivering an improved, seamless and human-centred customer experience. Central to this vision was the Genesys Cloud platform, whose AI-driven capabilities empowered ENGIE to streamline workflows, improve data accuracy, and consolidate operations across multiple partner organisations into a unified, efficient model.<\/p>\n<p>With deep insight into agent performance and customer interactions, ENGIE can now act on opportunities quickly, using AI-powered solutions such as speech and text analytics, Agent Copilot and Supervisor Copilot to detect customer intent, automate interaction summaries, and proactively manage follow-up commitments. This enables the company to better orchestrate customer and employee experiences, reducing effort and improving service levels for the customer.<\/p>\n<p>Notable outcomes include:<\/p>\n<ul>\n<li><strong>45-second reduction in after-call work (ACW)<\/strong> through Genesys Agent Copilot auto-summarisation.<\/li>\n<li><strong>56% and 31% improvement in digital and voice channel service levels, respectively,<\/strong> from enhanced reporting capabilities that provide a comprehensive, real-time view of resource allocation across the contact centre.<\/li>\n<li><strong>75% improvement in NPS<\/strong> as a result of improved service experiences.<\/li>\n<\/ul>\n<p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/featured_img-Computacenter.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Sustainability Impact Award\">\n        \n            <p class=\"speaker_name h5\">Sustainability Impact Award<\/p>\n                        <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa7ebd\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa7ebd\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa7ebd-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Sustainability Impact Award\">\n                                                                <p class=\"modal-title h5\">Sustainability Impact Award<\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Computacenter aimed to modernise its customer experience technology while upholding its commitment to <a href=\"https:\/\/www.genesys.com\/en-sg\/company\/sustainability\" target=\"_blank\" rel=\"noopener\">sustainability and resilience<\/a>. Central to this was replacing an on-premises CX infrastructure with the Genesys Cloud platform \u2014 a move that would enhance the omnichannel experience and support remote working, while reducing the company\u2019s carbon footprint.<\/p>\n<p>Today, Computacenter uses Genesys Cloud to deliver intelligent, innovative customer service at scale that reflects the company\u2019s Triple A approach: Analytics, Automation and AI \u2014 ensuring service experiences continuously improve while delivering measurable environmental benefits.<\/p>\n<p>This transformation positions Computacenter not only as a CX innovator, but also as a driver of environmental stewardship, setting a benchmark for how technology adoption can power both business value and sustainability impact.<\/p>\n<p>This shift to the Genesys Cloud platform has enabled Computacenter to reduce the number of on-premises servers and increase remote working flexibility \u2014 leading to a reduction in CO2e in line with its sustainability goals.<\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/resource-thumb_Lighthouse_Works.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Humanitarian Impact Award\">\n        \n            <p class=\"speaker_name h5\">Humanitarian Impact Award<\/p>\n                <p>\n        (tie)    <\/p>\n            <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa801d\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa801d\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa801d-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Humanitarian Impact Award\">\n                                                                <p class=\"modal-title h5\">Humanitarian Impact Award<\/p>\n                                                                    <p><strong>\n                                        (tie)                                    <\/strong><\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Lighthouse Works embarked on a strategic transformation to deliver fully accessible, high-performing customer experiences \u2014 while creating sustainable careers for individuals who are blind or visually impaired. The nonprofit sought to improve accessibility, as well as provide sophisticated analytics and workforce management solutions, aiming to deliver both social impact and commercial excellence.<\/p>\n<p>Today, Lighthouse Works leverages the Genesys Cloud platform for deep, real-time insight into customer interactions and agent performance, allowing it to respond quickly to opportunities, optimise workflows and personalise support. Unifying chat, email and voice channels through Genesys Cloud enables agents to maintain the human touch while improving efficiency and inclusivity.<\/p>\n<p>Notably, the transformation has led to:<\/p>\n<ul>\n<li><strong>65% faster speed of answer<\/strong> through streamlined workflows and omnichannel integration.<\/li>\n<li><strong>Up to 60 seconds saved per call<\/strong> on certain call types, by using virtual assistants to collect demographic information before agent engagement.<\/li>\n<li><strong>132% improvement in after-call work efficiency<\/strong>, freeing agents to focus more on live customer support.<\/li>\n<\/ul>\n<p><a class=\"btn btn-secondary mt-2\" href=\"https:\/\/www.genesys.com\/customer-stories\/lighthouse-works\" target=\"_blank\" rel=\"noopener\">Read the full profile<\/a><\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/featured_image-Harambee-.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Humanitarian Impact Award\">\n        \n            <p class=\"speaker_name h5\">Humanitarian Impact Award<\/p>\n                <p>\n        (tie)    <\/p>\n            <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa818f\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa818f\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa818f-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Humanitarian Impact Award\">\n                                                                <p class=\"modal-title h5\">Humanitarian Impact Award<\/p>\n                                                                    <p><strong>\n                                        (tie)                                    <\/strong><\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Harambee Youth Employment Accelerator has transformed its service model to provide high-touch, high-tech support to millions of unemployed South African youth, helping them more easily access earning and learning opportunities. The nonprofit blends human empathy with advanced CX technology to deliver personalised service at scale.<\/p>\n<p>Using capabilities in the Genesys Cloud platform, including speech and text analytics, virtual assistants and omnichannel integration, Harambee has streamlined engagement across touchpoints, ensuring youth reach the right channels quickly and effortlessly.<\/p>\n<p>Now Harambee can deliver always-on, inclusive service \u2014 led by guides who were once job seekers themselves. This allows teams to turn every interaction into a step toward opportunity.<\/p>\n<p>Notable benefits include:<\/p>\n<ul>\n<li><strong>90% first-contact resolution and outbound answer rates<\/strong>, reducing repeat contacts and freeing up capacity for more complex or urgent needs.<\/li>\n<li><strong>90% average quality assurance scores<\/strong>, reflecting the impact of real-time coaching, performance dashboards, and targeted QA feedback loops.<\/li>\n<li><strong>24,500 hours of productive time reclaimed<\/strong> through workforce management and AUX code improvements.<\/li>\n<li><strong>95% chat and 89% inbound service level targets achieved<\/strong>, supported by omnichannel routing and real-time dashboards.<\/li>\n<\/ul>\n<p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>The 2025 winners for individual achievement in CX<\/h2>\n<p><strong>Orchestrator of the Year Award<\/strong> \u2014 This award recognises individuals who stand out for their innovative approaches to delivering empathetic, effective, and efficient customer and employee experiences[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/headshot-Rachel_Papa.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Orchestrator of the Year Award, Supervisor\/C-Suite\">\n        \n            <p class=\"speaker_name h5\">Orchestrator of the Year Award, Supervisor\/C-Suite<\/p>\n                <p>\n        Rachel Papka, Diagnostic Medical Imaging    <\/p>\n            <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa82cb\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa82cb\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa82cb-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Orchestrator of the Year Award, Supervisor\/C-Suite\">\n                                                                <p class=\"modal-title h5\">Orchestrator of the Year Award, Supervisor\/C-Suite<\/p>\n                                                                    <p><strong>\n                                        Rachel Papka, Diagnostic Medical Imaging                                    <\/strong><\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Rachel Papka, Chief Innovation Officer at Steinberg Diagnostic Medical Imaging (SDMI), takes an empathy-driven approach to innovation and leadership. Her philosophy centres on listening, collaboration and empowering employees \u2014 whether involving frontline staff in designing patient-facing voicebots or fostering open dialogue to remove workplace barriers.<\/p>\n<p>Papka\u2019s blend of empathy, accountability and vision has not only improved operations but also created a culture where innovation thrives because people do.<\/p>\n<p>Under her leadership, employee Net Promoter Scores (eNPS) rose by 19% after implementing Genesys Cloud Workforce Engagement Management capabilities. And voluntary attrition dropped 16% due to improved coaching, development opportunities and schedule flexibility.<\/p>\n<p>The workforce management solution transformed manual forecasting into an automated dashboard, freeing leaders to focus on quality and engagement. Papka emphasises that she set the vision, and her loyal leadership team implemented it \u2014 with the tool serving as a powerful catalyst for innovations that have become shared successes.<\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/headshot-Brian_Jones.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Orchestrator of the Year Award, Supervisor\/Team Leader\">\n        \n            <p class=\"speaker_name h5\">Orchestrator of the Year Award, Supervisor\/Team Leader<\/p>\n                <p>\n        Brian Jones, Ascension    <\/p>\n            <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa842d\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa842d\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa842d-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Orchestrator of the Year Award, Supervisor\/Team Leader\">\n                                                                <p class=\"modal-title h5\">Orchestrator of the Year Award, Supervisor\/Team Leader<\/p>\n                                                                    <p><strong>\n                                        Brian Jones, Ascension                                    <\/strong><\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Brian Jones, a senior specialist, is known for his supportive leadership style and perpetual drive for CX innovation. He has been instrumental in guiding the organisation\u2019s seamless migration to Genesys Cloud, streamlining processes, reducing technical debt and pioneering new standards of efficiency.<\/p>\n<p>Known as the organisation\u2019s go-to expert in contact centre operations, CX solutions and Genesys Cloud capabilities, Jones consistently anticipates needs, testing and refining technologies to ensure readiness before business units even make requests.<\/p>\n<p>His leadership style is rooted in humility, reliability and accountability \u2014 principles that resonate both with his team and colleagues across Ascension.<\/p>\n<p>Jones leads with a philosophy of never delegating tasks he wouldn\u2019t take on himself, inspiring trust and collaboration by valuing every team member\u2019s perspective. Whether spearheading AI-powered copilots, creating developer resources or mentoring peers, Jones pairs innovation with empathy, ensuring that every solution is sustainable and grounded in trust.<\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/headshot-Noreen_McLoughlin.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Orchestrator of the Year Award \/Agent\">\n        \n            <p class=\"speaker_name h5\">Orchestrator of the Year Award \/Agent<\/p>\n                <p>\n        Noreen Mcloughlin, ACC New Zealand    <\/p>\n            <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa8556\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa8556\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa8556-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Orchestrator of the Year Award \/Agent\">\n                                                                <p class=\"modal-title h5\">Orchestrator of the Year Award \/Agent<\/p>\n                                                                    <p><strong>\n                                        Noreen Mcloughlin, ACC New Zealand                                    <\/strong><\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>Noreen McLoughlin, a customer experience representative at ACC New Zealand, expertly transforms everyday customer interactions into memorable experiences. Known for her unique blend of efficiency, professionalism and heartfelt empathy, McLoughlin consistently achieves outstanding customer satisfaction scores and inspires colleagues.<\/p>\n<p>Customers describe her service as \u201c1,000 out of 10\u201d and praise her patience, kindness and ability to make them feel heard and valued, setting a benchmark for excellence across the organisation.<\/p>\n<p>Her impact extends beyond customer service into workplace culture, where she is celebrated as the unofficial \u201cChief Sunshine Officer.\u201d<\/p>\n<p>Through uplifting gestures such as motivational videos and small acts of kindness, she has become a source of positivity and encouragement for her peers. McLoughlin approaches each day with optimism and authenticity, embodying a model of customer advocacy and workplace positivity.<\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][vc_column width=&#8221;1\/3&#8243;]\n<div class=\"component-speakers\">\n    <div class=\"card bgc-lgray\">\n        <div class=\"card-body d-flex flex-column\">\n\n                    <img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/headshot-Lucas_Woodward.png\" class=\"rounded-sm mb-1 w-100\" alt=\"Orchestrator of the Year Award \/Developer\">\n        \n            <p class=\"speaker_name h5\">Orchestrator of the Year Award \/Developer<\/p>\n                <p>\n        Lucas Woodward, OVO Energy    <\/p>\n            <a class=\"align-self-end mt-auto\" data-bs-toggle=\"modal\" data-bs-target=\"#speaker-modal-69e8be7fa8670\">\n                    <div class=\"btn btn-secondary small\">Read more<\/div>            <\/a>\n        <\/div>\n    <\/div>\n\n    <div class=\"modal fade\" id=\"speaker-modal-69e8be7fa8670\" tabindex=\"-1\" aria-labelledby=\"speakerModalLabel\" aria-hidden=\"true\">\n        <div class=\"modal-dialog modal-xl modal-fullscreen-lg-down modal-dialog-centered modal-dialog-scrollable\">\n            <div class=\"modal-content\">\n                <div class=\"modal-body \">\n                                            <div class=\"speaker_content row long\">\n                            <div class=\"speaker_header col-md-4 mb-0 mb-md-1\">\n                                                                <img decoding=\"async\"\n                                    id=\"speaker-modal-69e8be7fa8670-image\"\n                                    class=\"rounded-sm mb-1 d-block\"\n                                    src=\"\"\n                                    alt=\"Orchestrator of the Year Award \/Developer\">\n                                                                <p class=\"modal-title h5\">Orchestrator of the Year Award \/Developer<\/p>\n                                                                    <p><strong>\n                                        Lucas Woodward, OVO Energy                                    <\/strong><\/p>\n                                \n                                                            <\/div>\n                            <div class=\"speaker_body col-md-7\">\n                                <div class=\"bio\"><p>As a Genesys Cloud expert, Lucas Woodward, Senior Software Engineer at OVO Energy, has developed countless solutions that have delivered a positive impact on both the organisation\u2019s customer experience and his developer colleagues. These include a real-time dashboard monitoring over 40,000 monthly customer interactions and an automated chatbot testing tool that safeguards production quality.<\/p>\n<p>Beyond technical innovation, Woodward stands out for his <strong>empathy-driven approach to collaboration<\/strong> and his dedication to knowledge sharing. Through open-source tools, blogs and an active LinkedIn presence, he has become a thought leader in the Genesys Cloud community, shaping best practices and empowering developers worldwide.<\/p>\n<\/div>\n                            <\/div>\n                        <\/div>\n\n                        \n                        <div class=\"close border rounded-sm\" data-bs-dismiss=\"modal\" aria-label=\"Close\">\n                            <span aria-hidden=\"true\">\u00d7<\/span>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    [\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"text-14\">Certain information with respect to our customers and our customers\u2019 use of our solution presented herein is based on information provided or reported by, and specific to, the respective customers and may not be representative of all the experience of all, or any, other current or prospective customer using our solutions, including any of the benefits or results derived or realised therefrom. The customer success stories are solely intended to illustrate potential benefits of our solutions and do not guarantee similar results for any other customer. There can be no assurance as to the accuracy and completeness of the information presented herein with respect to any such customers. We have not independently verified this third-party information.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]NASHVILLE \u2014 For 20 years, the Genesys Orchestrators Innovation Awards, formerly known as the Customer Innovation Awards, have shone a spotlight on trailblazing organisations that pioneering what\u2019s next in customer and employee experience. These leaders are redefining engagement, driving transformation from the inside out, and setting new standards for their industries. This year [&hellip;]<\/p>\n","protected":false},"author":880,"featured_media":591031,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15977,15990],"tax_contenttheme":[14902],"tax_bundle":[],"tax_contenttheme2":[16156,18481],"tax_capability_sitewide":[16201,18170,16256,18482,16445],"tax_products_programs":[16477,17548],"tax_buying_job":[16738],"tax_buyer_persona":[16887,16919,18552],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079,17104,17125],"class_list":["post-599017","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-announcements-en-sg","tax_blogcategory-customer-highlights-en-sg","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme2-improve-employee-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-cloud-migration-en-sg","tax_capability_sitewide-digital-en-sg","tax_capability_sitewide-integrations-en-sg","tax_capability_sitewide-wem-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-5-validation-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_buyer_persona-technical-en-sg-2","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/599017","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/880"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/599017\/revisions"}],"predecessor-version":[{"id":599021,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/599017\/revisions\/599021"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/591031"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=599017"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=599017"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=599017"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=599017"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=599017"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=599017"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=599017"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=599017"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=599017"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=599017"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=599017"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=599017"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=599017"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}