Genesys stories - Page 2
Genesys recognises leaders in customer experience with latest awards
Genesys has recognized trailblazing businesses in the ANZ region for their exceptional customer experiences. Winners include Homecare Medical and Microsoft.
Genesys announces native integration with Microsoft Teams
Genesys expands partnership with Microsoft, integrating its native cloud solution with Microsoft Teams for enhanced collaboration in contact centres.
Banks, government and health providers 'most trusted' with personal data
Aussies, Kiwis trust banks most with data, says Genesys study, despite privacy breaches.
Kiwis and Aussies among most concerned globally about data privacy
New research from Genesys finds the two neighbours value their data privacy more than other regions - but, as always, there are key differences of opinions too.
Businesses must understand the link between empathy and personalisation
Genesys survey: Only 52% feel customer service shows empathy; tech boosts personalisation but lacks warmth.
Genesys releases Rapid Response to support businesses during COVID-19
Genesys aids firms with Rapid Response to boost remote work during COVID-19 crisis.
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
Microsoft and Genesys bolster cloud offerings with enhanced customer experience solution on Azure.
Genesys promotes two senior executives in APAC
Genesys has promoted its former Australia and New Zealand (ANZ) vice president to the new role of senior vice president of Asia Pacific.
Genesys rebrands SaaS solution, puts greater focus on cloud offering
Genesys rebrands PureCloud to Genesys Cloud, ushering in an era of Experience as a Service for enhanced CX.
People, AI or chatbots: ANZ consumers don’t differentiate with customer service
Aussies, Kiwis embrace AI for customer service, still value knowledgeable staff - Genesys survey reveals.
Do ANZ companies care about AI ethics as much as they should?
Study: 80% of ANZ employers eye AI integration, yet half lack ethics policy, risking misuse.
Kiwi employees embracing a future of AI
Kiwi workers top global survey in embracing AI, showing high readiness and trust in tech evolution.
ANZ 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
Customer-centric brands using advanced AI benefit from increased efficiency, loyalty, and revenue, according to a report sponsored by Genesys.
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 ANZ 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.