Genesys news stories - Page 2
Genesys releases Rapid Response to support businesses during COVID-19
The offering is designed to give organisations access to Genesys Cloud within 48 hours so they can provide mission critical support and enable remote teams at speed.
Genesys awards QPC APAC Partner of the Year 2019
Genesys makes contact centre software free for 90 days and QPC offers free services to support implementation to help customers transition to remote.
Microsoft and Genesys partnership expanded to deliver new cloud service
The new partnership will put customers on a clear path to the cloud, says Genesys
Genesys promotes two senior executives in APAC
Genesys has promoted its former Australia and New Zealand (A/NZ) vice president to the new role of senior vice president of Asia Pacific.
Genesys rebrands SaaS solution, puts greater focus on cloud offering
“Through Genesys Cloud, we’re delivering Experience as a Service to make it easier for organisations to foster customer trust and loyalty."
People, AI or chatbots: A/NZ consumers don’t differentiate with customer service
Australian and New Zealanders are happy to embrace a full range of self-serve and human customer service options, placing the highest premium on speed, knowledge, and accuracy of outcomes.
Do A/NZ companies care about AI ethics as much as they should?
With the rapid global deployment of advanced technology, and specifically the growth in the ANZ region, technology leaders need to work with employers, employees and customers, to achieve the optimal balance in this largely uncharted ethical and regulatory territory, Genesys states.
Kiwi employees embracing a future of AI
Kiwi employees are the most secure in their roles when it comes to embracing artificial intelligence in the workplace, compared to all other countries surveyed including, Australia, USA, UK, Germany and Japan.
A/NZ employees open to next-gen tech in the workplace
45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things.
Contact centre market to see 14.6% CAGR over next five years
The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
Gartner: CRM makes up 1/4 of global enterprise software spend
Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion.
ISPs take top honours at Genesys partner awards
NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.
How companies deploy AI to enhance the customer journey
“Pairing automation and machine learning with live agents lead to happier customers, more satisfied employees and financial rewards."
Why 87% of APAC SMBs are moving to the cloud
While there is a definite market appetite for cloud-based solutions, respondents rate a wide range of other emerging technologies as higher priorities in the next one to two years.
Genesys PureCloud generates triple-digit revenue growth year on year
In Australia and New Zealand, the company boosted PureCloud revenue by nearly 100%.
A new AI-powered routing engine creates predictive customer experiences
Genesys Predictive Routing uses historical performance data and matches customer and employee attributes.
Genesys acquires Altocloud to bolster CX capabilities
With this acquisition, Genesys increases its capability to engage and intervene in a customer’s journey at the right moment to drive a desired action.
Genesys appoints Tony Winterbottom to lead its government division
The former Teradata executive will help the customer experience provider grow its presence within the A/NZ public sector.
Survey shows companies with best tech also have best customer experience
A new survey has revealed a clear connection between customer experience and technology adoption - but human capital is still very important.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
New product integration from Genesys to benefit cloud users - and partners
Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.
Christchurch's Ravensdown ramps up CX with new digital approach
“More than three-quarters of our sales are generated by long-term contracts, so it’s crucial to build and maintain these vital customer relationships.
Frost & Sullivan
Help needed to convince local businesses of value of IoT for CX
Technology providers will be crucial in helping businesses embrace IoT to improve customer experience, with a new report showing ANZ adoption lagging.
Genesys APAC Partner Conference – Dimension Data on top
Genesys recently recognised its top performing partners at its annual APAC Partner conference - here are this year's award recipients.