Genesys stories

Australia's P&N Group has adopted Genesys-Salesforce CX Cloud to unify P&N Bank and BCU Bank contact centres and cut admin for staff.

Qualtrics unveils AI-driven CX upgrades to unify feedback, automate text analysis and deploy agents that resolve customer issues in real time.

Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.

Veeam reshapes its top team with three senior hires to sharpen its global data resilience, security and AI-driven growth strategy.

Proofpoint has appointed Joyce Kim as Chief Marketing Officer to lead its marketing strategy amid rising AI adoption in cybersecurity and data protection.

Customer Science achieved 53% revenue growth to AUD $12.15 million, earning a spot on The Australian Financial Review Fast 100 for the second consecutive year.

CrayonIQ's new guide ranks 17 AI-powered contact centre platforms, highlighting hyperscalers' growing impact on APAC CX strategies for 2025.

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

Nimbus has launched its compliance solution on the Genesys AppFoundry, aiding Australian businesses in automating workforce compliance and payroll accuracy.

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

Genesys has reported that its Genesys Cloud AI drove over 10% of new business in fiscal year 2025, with annual recurring revenue reaching USD $1.9 billion.

Adobe has unveiled the Experience Platform Agent Orchestrator, a new tool aimed at enhancing AI integration for businesses' marketing and customer experiences.

Twilio has appointed Vaughan Webster as Senior Manager for Partners & Alliances in ANZ, starting February 2025, to enhance its AI-driven customer solutions.

Amazon Web Services unveils AI-driven enhancements to Amazon Q Developer, streamlining software development and boosting efficiency by up to 80%.

Amazon Web Services has launched enhanced features for its S3, introducing managed Iceberg tables and real-time metadata for improved data handling.

Customer Science Group has launched an AI Accelerator Program, aiming to help contact centres effectively implement AI and enhance customer experiences.

Genesys has appointed Albert Nel as Senior Vice President for APAC, bringing over 20 years of tech experience to spearhead sales strategies in the region.

Genesys reports a stellar Q1 FY2025 with annual recurring revenue surpassing USD$1.5 billion, driven by demand for its AI-powered Genesys Cloud platform.

Australian businesses are increasingly concerned about customer churn, with 97% adopting AI to enhance customer experience, despite cybersecurity and cost worries.