Genesys stories
Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.
The appointments signal a sharper partner-led route to market as the software group pushes AI deeper into customer service systems used by thousands.
Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.
The deal could let customer service teams resolve requests end to end, as Pinkfish adds secure workflow automation across enterprise systems.
The awards highlight how Genesys is leaning on partners to help customers turn AI pilots into wider deployments while managing governance risk.
Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.
European firms can now run security monitoring in an EU-only AWS cloud, easing data residency worries as sovereignty pressures mount.
Pressure to simplify fragmented security tools is driving BlueVoyant’s leadership shake-up as John Hernandez takes over as Chief Executive Officer.
Businesses can now run campaign analysis, customer support and checkout tasks across over 30 AI platforms through Adobe's expanded network.
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.
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.
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
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.
Virsae and VOSS have partnered to enhance AI-driven workplace analytics, combining expertise to boost collaboration and customer experience across major platforms.
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.
Nimbus has launched its compliance solution on the Genesys AppFoundry, aiding Australian businesses in automating workforce compliance and payroll accuracy.
