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05/15/2024 Genesys Accelerates the Future of Personalised AI-Powered Experiences at Xperience 2024 Genesys expands automation, analytics and conversational intelligence across the Genesys Cloud platform with new Copilots, Virtual Agents, Empathy Detection and Modern Agent Workspace New native Genesys Cloud Journey Management capabilities provide deeper insights and control for AI-driven customer experiences Virgin Atlantic Airways, Modivcare, Kiwibank, National Domestic Violence Hotline, NetApp, Bancolombia, Western Sydney University and Zurich Switzerland announced as Genesys Customer Innovation Awards winners Today at Xperience 2024 — the customer experience (CX) event of the year — Genesys® unveiled multiple innovations to accelerate the impact of AI, empowering organisations to scale end-to-end personalisation, elevate employee performance and drive continuous optimisation. As a global leader in AI-powered experience orchestration, the company’s expanded capabilities further strengthen the Genesys Cloud™ event data platform, helping organisations deliver more contextual conversations and manage customer journeys fuelled by deeper insights, conversational intelligence and analytics. From navigating AI hype, a difficult economy and declining consumer loyalty, among other challenges, it’s increasingly complex to be a business leader. Genesys is combining the power of generative, conversational and predictive AI across Genesys Cloud to pave the way for organisations to improve customer and employee relationships and unlock business value in the contact centre and beyond. Genesys Cloud innovations will enable organisations to deliver the next era of experiences driven by a stronger AI-human partnership. This comes to life through expanded Genesys Cloud AI capabilities announced today that enhance how businesses interact with customers, boost employee efficiency and effectiveness, and unlock deeper automation and analytics. Additionally, Genesys Cloud now includes native Journey Management, helping organisations to build, monitor and visualise customer interactions and use those insights to maximise the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. With new levels of understanding, it’s now easier for organisations to fine-tune customer journeys into more personalised experiences across every touchpoint. “AI is rapidly accelerating the future of customer engagement into orchestrated, fluid experiences that become true business differentiators,” said Tony Bates, Genesys Chairman and CEO. “With the transformative power of Genesys Cloud, its pervasive AI capabilities and global reach, we believe no one is positioned better than Genesys to usher in the future, today.” Genesys Cloud AI Innovations  Customer adoption of Genesys Cloud AI continues to accelerate, with annual recurring revenue (ARR) for AI capabilities reaching approximately $100 million in the fourth quarter of fiscal year 2024[1]. Today more than 40% of Genesys Cloud customers are using the platform’s AI capabilities. This is highlighted by a more than 4X increase in automatic summaries generated in the first quarter of fiscal year 2025 in comparison to the prior quarter; 5X growth in customer conversations orchestrated by predictive routing in the last 12 months; and one-third of its customers now use speech and text analytic capabilities from Genesys Cloud Workforce Engagement Management. The latest AI capabilities for Genesys Cloud will continue to propel organisations by helping them harness deeper insights to enhance customer loyalty by improving self- and assisted-service experiences while boosting employee performance and productivity. Copilots support employees in real time via large language model-based automated assistants for agents, available now, with supervisors and administrators coming soon. Virtual Agents offer next-generation self-service experiences, helping organisations automate more sophisticated customer interactions than what’s previously been possible. Empathy Detection delivers industry-leading speech and text analytics to bolster employee engagement and training, making customers feel seen, heard and understood. Modern Agent Workspace will host dynamic, new AI-powered experiences, offering agents a configurable desktop to consume context, data and insights more quickly. Native Genesys Cloud Journey Management  With the availability of Journey Flows and Journey Analyser, the first phase of Journey Management capabilities embedded in Genesys Cloud are here, giving organisations instant access to powerful customer journey analytics and purpose-built visualisations. Genesys Cloud AI can then use these insights to continually enrich training, knowledge and data, helping organisations optimise their customer journeys. Journey Flows helps organisations visualise customer behaviours to better understand their drivers for switching channels, repeating actions and successfully achieving their intended goals. Journey Analyser offers organisations historical and real-time insights into the customer journey, helping them move beyond traditional metrics to analyse churn and self-service rates for improved experiences. These innovations follow the company’s recent acquisition of Radarr Technologies, which, when integrated with Genesys Cloud, gives organisations access to customer insights and interaction capabilities across public social media channels. Additionally, capabilities from Radarr will add more depth to the Genesys Cloud platform through its models for attitudinal, sentiment and interaction analysis of social media and rich data insights as a critical source of its 360-degree customer view fuelling Genesys Cloud AI. In advance of native integration for Genesys Cloud, customers are already accessing capabilities from Radarr through an integration now available on the Genesys AppFoundry® Marketplace. Genesys Cloud Operations Are Now Carbon Neutral   To achieve the company’s goal of becoming carbon neutral by 2030, Genesys is committed to embedding sustainability across the organisation, contributing to a better future for the planet and its more than 8,000 customers and 6,000 employees around the world. Genesys is proud to report that the operations of Genesys Cloud are now carbon neutral[2] — a milestone achieved in part by the company’s expansion of customer access to more energy-efficient cloud services through use of Amazon Web Services (AWS) and investment in carbon credits with Rubicon Carbon to cover residual emissions. With a focus on mitigating its impact on the environment and enhancing value to its customers, Genesys is helping organisations like Swisscom innovate with a sustainable AI-powered platform. Partner and Customer Momentum Genesys is at the forefront of the AI-powered experience orchestration industry through relationships with top global companies, including AWS, Salesforce, Deloitte Digital and TTEC Digital. This is most recently highlighted by last week’s announcement with ServiceNow, the AI platform for business transformation. Genesys and ServiceNow entered a strategic partnership to help organisations elevate customer and employee experiences by bringing the best of their platform capabilities together to unite customer service teams, centralise work routing and accelerate workforce productivity. During Xperience, Genesys announced winners for its 19th annual Customer Innovation Awards, recognising companies for driving exceptional business results by delivering differentiated customer and employee experiences, highlighted by: Virgin Atlantic improved customer satisfaction by 25 points and employee happiness by 12 points in just 12 months through a comprehensive approach to implementing Genesys Cloud AI. Modivcare drove an incredible 86% increase in teammate retention in less than a year using AI-powered Genesys Cloud Workforce Engagement Management. Kiwibank reduced customer abandonment rates by 28%, average handling time by 19% and transfer rates by 27% in just four months of deploy Genesys Cloud voicebots for self-service. National Domestic Hotline empowered advocates with better resources to aid survivors and has added self-service methods to expand support through Genesys Cloud AI. Bancolombia decreased average time by 15% and its first-contact resolution increased by 2 points by using the experience orchestration capabilities of Genesys Cloud. Western Sydney University improved voice abandonment rates by 90% and saw a 65% improvement in average speed of answer, leading to more positive and seamless experiences between students and agents. Zurich Switzerland, a division of Zurich Insurance Group, can now more quickly and efficiently resolve customer inquiries by using the open APIs of Genesys Cloud to customise the platform to fit the needs of its business. To watch select Xperience keynotes on-demand, visit the Xperience Encore Event beginning May 27. 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. [1] ARR is defined as Genesys Cloud quarterly revenue multiplied by four. [2] Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge (i.e., telephony hardware) devices. Genesys plans to apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for the operations of Genesys Cloud. About Genesys  Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit https://www.genesys.com/en-sg.   Media Contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

05/08/2024 ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for customer service and support in the contact centre and beyond LAS VEGAS – May 7, 2024 – Knowledge 2024 –Today, at ServiceNow’s annual customer and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI platform for business transformation, and Genesys®, a global leader in AI-powered experience orchestration, announced a strategic partnership to elevate customer and employee experiences. The two companies plan to integrate the Genesys CloudTM platform with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for organisations worldwide called Unified Experience from Genesys and ServiceNow. By combining industry-leading AI, automation, and digital capabilities from both companies, Unified Experience from Genesys and ServiceNow brings together the best of each platform to unify customer service teams through a single desktop, centralise routing across departments and channels, and optimise workforce engagement for more personalised customer experiences and simplified employee experiences. “Many companies prioritise customer engagement yet overlook the crucial aspect of fulfilling a customer’s request efficiently. This has led to a reliance on disparate systems to solve customer issues, with human middleware needed to tie fragmented processes together,” said John Ball, senior vice president and general manager, customer and industry workflows at ServiceNow. “Bringing together the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management offers organisations a turnkey, intelligent solution that connects customer engagement with middle- and back-office operations. Together with Genesys, ServiceNow is defining a new era of customer service.” “Earning customer loyalty requires organisations to scale personalised, end-to-end experiences. This is possible with an AI-powered solution that connects data, systems, employees, and communication channels to create a 360-degree view of the customer experience,” said Olivier Jouve, chief product officer, Genesys. “By partnering with ServiceNow, Genesys is advancing its Experience as a Service® vision, making it easier for organisations to connect and orchestrate data across systems. Through a native integration between Genesys Cloud and ServiceNow Customer Service Management, organisations can break down silos, improve employee collaboration and productivity, and deepen their customer relationships.” The new solution, available later this year, will be designed to unite employees spanning the front and back office, centralise interaction and work routing across channels and departments, and optimise workforce management and customer journeys, all powered by AI: ● Unify customer service teams: Agents have access to a single workspace in ServiceNow CSM that integrates the necessary data and tools for engaging customers across digital and voice channels, leveraging AI-driven recommendations to swiftly capture and fulfil customer requests. An interactive view of their schedule, performance, and training opportunities helps contact centre employees onboard quickly, continually grow and develop skills, and respond rapidly to customer inquiries. ● Centralise interaction and work routing in one engine: Leveraging the industry-leading AI-powered experience orchestration capabilities of Genesys Cloud, the new solution will be designed to bring together end-to-end interaction and work routing across employees, bots, channels and systems, improving self- and human-assisted customer experiences. This will be underpinned by ServiceNow’s AI platform for digital business that connects the front-, middle-, and back-office through workflow automation, helping agents solve simple and complex customer issues more efficiently. ● Optimise workforce engagement and customer journeys: The ability to visualise, measure, and monitor workforce and customer journey performance with an integrated solution and unified and open data platforms will help provide organisations actionable, real-time insights to make informed, data-driven decisions. Supervisors gain more understanding to streamline staffing workflows and scheduling while enhancing employee productivity. “The partnership between ServiceNow and Genesys will accelerate time to value, enhance efficiency, and elevate customer service and support in the contact centre and beyond while lowering the ongoing costs,” said Rebecca Wettemann, CEO and principal analyst, Valoir. “The collaboration is a significant step toward delivering on the entire end-to-end customer journey by connecting front-office interactions to back-office processes, allowing businesses to streamline service operations, lower costs, and reduce customer effort.” What customers are saying: “At Siemens Healthineers, we embrace technology, data and AI to support every patient’s health journey,” said Jochen Hostalka, SVP IT Customer & Enterprise Services at Siemens Healthineers AG. “ServiceNow and Genesys have been very important partners for us as we are digitalising the delivery of services for our employees and patients. We expect that this collaboration will help us to further simplify and enhance the patient experience.” “At Meijer, we focus on our customers and thrive by meeting their needs and exceeding their expectations,” said Karel Soukal, Director, IT Platforms & Enablement, Meijer. “As a customer of both ServiceNow and Genesys, we’re excited about the future of this partnership. We’re looking forward to closer alignment and integrations that will help us drive business success while boosting productivity for team members and earning customer loyalty along the way.” Availability ● Genesys and ServiceNow integrated capabilities are planned to be rolled out under controlled availability starting in Q4 of 2024 and are intended to be sold by both Genesys and ServiceNow. ● Organisations can access the Genesys Cloud ServiceNow Connector today on the ServiceNow Store and Genesys AppFoundry® Marketplace. Use of Forward-Looking Statements This press release contains “forward-looking statements” about the expectations, beliefs, plans, and intentions relating to ServiceNow’s collaboration with Genesys to build an AI-powered solution. Such statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow and Genesys. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialise or if any of the assumptions prove incorrect, the results of ServiceNow and Genesys could differ materially from the results expressed or implied by the forward-looking statements made. ServiceNow and Genesys undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include: (i) delays and unexpected difficulties and expenses in executing the collaboration or delivering the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organisations across every industry while upholding a trustworthy, human centred approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximise business outcomes. For more information, visit: www.servicenow.com. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com/en-sg. Media Contact Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

04/22/2024 Australian businesses are betting on AI in the face of customer churn Ninety-seven percent of Australian businesses are looking to AI for enhanced customer experience despite 95% still harbouring fears over the technology, Genesys research reveals. Genesys®, a global cloud leader in artificial intelligence (AI)-powered experience orchestration, today released research revealing that 78% of Australian businesses surveyed are concerned about diminishing customer loyalty — a problem the bulk of businesses hope to address with AI, despite lingering fears about the technology. The study, which was commissioned by Genesys and carried out by industry research firm YouGov, found that two-thirds (66%) of those surveyed cited customer churn as their primary business concern. Two-fifths (40%) were worried about customers churning for less expensive competitors, and three in ten (29%) were concerned about churn due to poor experience or customer service. In a bid to deal with such concerns, the vast majority (97%) of those surveyed said their organisation had or would adopt AI to enhance customer experience. Despite the cautiousness towards new technology, 95% of senior business decision-makers surveyed expressed some concern about implementing AI in their company. Indeed, nearly half (46%) of those surveyed cited cybersecurity risks from using AI programs as a top concern. Other top concerns included legal and regulatory issues (42%), a lack of AI skills internally among employees (40%) and the cost of investing in and implementing AI from a budgetary perspective (40%). An appetite for AI Regardless of the fears about implementing AI, nine in ten senior business decision-makers surveyed (91%) said their company had seen or expected to see an increase in customer satisfaction as a result of implementing AI technology. Moreover, 94% of respondents from businesses actively using or considering AI for customer experience enhancements said their organisation had improved or expected to improve on first contact resolution. Likewise, a similar proportion cited an increase in campaign ROI (94%) and a reduction of cost to serve (94%) as anticipated benefits from AI. It should come as little surprise, then, that Australian business investment in AI is set to hit 15.1% of annual budgets, on average, in the next financial year, according to the research. This marks a rise from the average investment of 11.1% of annual budgets that research respondents said their businesses were putting into AI technology this financial year. Further reflecting rising investment in AI, the study also found that nine in ten (90%) of those surveyed said their company expected to spend on AI in the next financial year. This is compared to nearly nine in ten (88%) respondents who said their organisation planned to spend on AI this financial year. AI opportunities abound The anticipated rise in AI investment showcases the perceived and realised benefits of implementing the technology among local businesses. A third (32%) of respondents cited the automation and streamlining of repetitive processes to improve business efficiencies as being among their top three drivers for implementing AI to enhance customer experience. Other customer experience-related drivers of AI uptake included the desire to improve quality and consistency across the end-to-end customer journey, a factor noted by nearly three in ten (28%) of those surveyed. Nearly as many respondents (27%) cited the improvement of personalisation among their top three drivers for implementing AI to enhance customer experience. Against this backdrop, it makes sense that three in ten (31%) respondents said their organisations were applying or planning to apply AI to conversational chatbots. Another 31% said their companies were using or planning to use the technology for predictive analytics and digital engagement — a frequent driver of customer service excellence. “The business benefits of AI technology are clear, and the latest research from Genesys showcases just how AI can change the face of customer experience and engagement,” said Mark Buckley, Vice President, Australia and New Zealand, Genesys. “While some concerns remain about implementing AI technology, the opportunity is ripe for businesses to tap AI and the solutions that draw upon its power to transform customer experience for the better.” About the research YouGov interviewed 351 board-level business decision-makers, as well as senior managers or directors below board level who are involved in customer experience, in businesses with 100+ employees. Fieldwork was undertaken between 8-15 February 2024. The survey was carried out online. About Genesys  Genesys empowers more than 7,500 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Media contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-8321 7924

02/02/2024 Genesys Completes Acquisition of Radarr Technologies   Company further extends its AI-powered experience orchestration capabilities beyond traditional service channels to meet customers where they want to be  SAN FRANCISCO — February 2, 2024 —  Genesys®, a global cloud leader in AI-powered experience orchestration, today announced the completion of its acquisition of Radarr Technologies, a leading AI-based social and digital listening, analytics, and consumer engagement company. As a result of the acquisition, Genesys will accelerate the unification and personalisation of the customer experience by combining the Radarr capabilities with the Genesys Cloud™ platform. Through the connection of insights across traditional service channels and public social media feeds, Genesys will enhance the power of experience orchestration, helping businesses deliver rich contextual customer engagement that drives loyalty and differentiation.   “Our focus has been on making it possible for organisations to deliver personalised experiences at scale by connecting every touchpoint across the customer journey,” said Tony Bates, CEO and chairman of Genesys. “Adding the depth of the Radarr AI portfolio, including its models for attitudinal, sentiment and interaction analysis of social media and rich data insights, will significantly progress our objective to help organisations unify the customer experience beyond what’s possible today.”    Public social media has become the primary way many consumers around the world engage with businesses today. The AI-powered Multilingual Sentiment Models within the Radarr solution will give organisations a direct line of sight into these conversations and across more than 100 languages. By combining this solution with the Genesys Cloud platform, organisations around the world can have unmatched reach to engage with their customers on their terms.    In advance of native integration for Genesys Cloud, organisations can begin accessing capabilities from Radarr through an integration offered in the Genesys AppFoundry® Marketplace expected during the first quarter of 2024 with limited regional availability.    About Genesys   Genesys empowers more than 7,500 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.   About Radarr Technologies  Radarr Technologies is an award-winning social and digital data analytics company that helps businesses make decisions from relevant social media and digital conversations in real-time using data visualisations, dashboards and insights reporting. The best-in-class mid to large-sised businesses, including several Fortune 500 clients across Asia and the world, use Radarr's digital intelligence platform to listen, respond, analyse, publish and act on insights. Radarr is run by co-founders Ram Bhamidi and Prerna Pant, and was set up in 2013 in Singapore, with offices in Singapore and Bengaluru, India. The co-founders and team will join Genesys upon completion of the acquisition.  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.  ©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCNow 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:   Janelle Dickerson Genesys Janelle.Dickerson@Genesys.com    Method Communications genesys@methodcommunications.com