Global Stories

Genesys looks to humanise customer experiences with latest release

Genesys launches eLearning program BeyondCX to help contact centre staff improve empathy skills and deliver personalised experiences.

By Catherine Knowles • 3 min read • Fri, 8th Oct 2021

Customer Relationship Management

Genesys integrates AI into the Cloud CX contact centre platform

Genesys integrates AI features into its Genesys Cloud CX platform, allowing businesses to automate and scale without IT support.

By Ryan Morris-Reade • 3 min read • Thu, 12th Aug 2021

Customer Relationship Management

Verizon adds Genesys Cloud to CX and contact centre portfolio

Verizon boosts its customer experience and contact centre offerings with the addition of Genesys Cloud, a cloud-based Contact Center as a Service.

By Catherine Knowles • 2 min read • Thu, 25th Feb 2021

Unified Communications

COVID-19: ANZ businesses unprepared in business continuity planning

Australian and New Zealand organizations were underprepared for the scale of the pandemic, according to a study by Genesys.

By Shannon Williams • 4 min read • Thu, 14th Jan 2021

Customer Relationship Management

Genesys 'Leader' in Magic Quadrant for contact centre-aaS

Genesys named a Leader for completeness of vision in the 2020 Gartner Magic Quadrant for Contact Centre as a Service.

By Staff Writer • 2 min read • Thu, 12th Nov 2020

Customer Relationship Management

Genesys to deliver full EPOS product portfolio

Customer experience provider Genesys has partnered with audio brand EPOS to offer the full EPOS product range to its customers.

By Staff Writer • 2 min read • Thu, 5th Nov 2020

Unified Communications

New report uncovers opportunities and challenges for ANZ businesses

Cloud adoption in ANZ soars as businesses remain confident despite recent challenges, according to a report by Genesys.

By Catherine Knowles • 4 min read • Tue, 3rd Nov 2020

Customer Relationship Management

Genesys: is ANZ ready for customer experience post-pandemic?

The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.

By Staff Writer • 3 min read • Tue, 3rd Nov 2020

Customer Relationship Management

Genesys and Adobe partner up to deliver CX integration

Genesys partners with Adobe to break down siloes between marketing and service, aiming to provide more personalised customer engagement.

By Staff Writer • 3 min read • Fri, 28th Aug 2020

Customer Relationship Management

Genesys launches multi-cloud architecture for contact centres

Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.

By Staff Writer • 3 min read • Wed, 19th Aug 2020

Customer Relationship Management

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.

By Catherine Knowles • 4 min read • Wed, 5th Aug 2020

Unified Communications

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.

By Staff Writer • 3 min read • Wed, 22nd Jul 2020

Unified Communications

Banks, government and health providers 'most trusted' with personal data

Australians and New Zealanders trust banks, government agencies, and healthcare providers the most with their personal data, Genesys research reveals.

By Staff Writer • 3 min read • Wed, 22nd Jul 2020

Unified Communications

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.

By Staff Writer • 3 min read • Mon, 29th Jun 2020

Customer Relationship Management

Businesses must understand the link between empathy and personalisation

A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.

By Catherine Knowles • 4 min read • Mon, 1st Jun 2020

Customer Relationship Management

Genesys releases Rapid Response to support businesses during COVID-19

Genesys has launched Rapid Response, granting businesses access to its cloud services in 48 hours, easing remote transitions during COVID-19.

By Catherine Knowles • 3 min read • Tue, 7th Apr 2020

Customer Relationship Management

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.

By Staff Writer • 2 min read • Thu, 26th Mar 2020

Unified Communications

Microsoft and Genesys partnership expanded to deliver new cloud service

Microsoft and Genesys expand partnership to launch Genesys Engage on Microsoft Azure, promising enhanced customer experience, security, and business agility.

By Staff Writer • 3 min read • Tue, 28th Jan 2020