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Genesys

Genesys Launches Genesys DX, the Next Chapter in Customer Engagement

Genesys, a global cloud leader in customer experience orchestration, announced Genesys DX, the company's new standalone digital customer engagement offering. Genesys DX leverages the company's CX expertise and Genesys AI, predictive engagement to enhance the conversational AI and dynamic knowledge base capabilities from the Bold360 acquisition, which closed in May. Marketing Technology News: OneTrust is “Leading the Market Outright” and Ranked #1 in Market Share for Privacy Software Companies have shifted more business to…

Genesys Named the Growth and Innovation Leader in New Frost & Sullivan Report

Cloud customer experience leader receives highest ranking in the Frost Radar™: North American Enterprise Cloud Contact Center Market 2021 Report Genesys®, a global cloud leader in customer experience orchestration, has been named as the top leader by Frost & Sullivan in the annual Frost Radar:™ North American Enterprise Cloud Contact Center Market 2021 report. The ECCC report analyzes the top-tier players and their growth and innovation leadership, notable accomplishments in the past year, and prospects for success…

Qualtrics and Genesys Form New Partnership to Help Companies Deliver World-Class Customer Service Experiences

Qualtrics , the world's No. 1 Experience Management (XM) provider and creator of the XM category, and Genesys, a global leader in cloud customer experience and contact center solutions, today announced a new partnership to help companies deliver world-class customer service experiences at scale. The new alliance will bring together Genesys' engagement data, such as a customer's previous service interactions, and Qualtrics' experience data, or how customers felt about the service they received, to help companies to understand…

Genesys Commits to a Sustainable Future

Inaugural Sustainability Report Outlines Company's Path to Achieving Carbon Neutrality, Improving Employee Representation and Positively Impacting One Million Lives Genesys®, a global leader in cloud customer experience and contact center solutions, today published Moving Forward Together: Genesys 2020 Sustainability Report, announcing the company's commitment to a sustainable future for positive impact in the communities where we work and live. The report outlines Genesys' plans to establish more sustainable business…

Genesys Announces Support for New Instagram Messaging

Customer experience pioneer to enable companies to deliver high-touch customer engagement at scale with Messenger API for Instagram With more than a billion users, Instagram has become an essential consumer channel for businesses and now they can engage in real-time customer conversations privately Genesys®, a global leader in cloud customer experience and contact center solutions, has announced new Messenger API support for Instagram, providing companies with a new way to interact and orchestrate personalized experiences…

Genesys Named a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management

Cloud customer experience provider recognized as a Visionary in worldwide report Genesys®, a global leader in cloud customer experience and contact center solutions, has been positioned by Gartner, Inc. as a Visionary in the 2021 Workforce Engagement Management (WEM) Magic Quadrant1, for its ability to execute and completeness of vision. "Contact centers are struggling with high employee turnover rates and low performance due to a system of point solutions that make it difficult to manage and improve the agent…

Genesys Announces Intent to Acquire Bold360 from LogMeIn

The combination is set to advance its Experience as a Service vision and deliver the next frontier of digital customer experience Genesys®, a global leader in cloud customer experience and contact center solutions, announced its intent to acquire Bold360, a leader in AI powered digital customer engagement. The proposed acquisition of Bold360 from LogMeIn will advance Genesys' Experience as a Service(SM) vision. Chosen by the largest businesses in the world and recognized by industry analysts, Bold360 is known for its…

Genesys Report Reveals Pandemic Driving People to Seek Connections in Unexpected Ways

1 in 6 people confess to having called customer service just to talk to someone; study finds increased interactions with customer service tied to higher feelings of connection Study Highlights: - 2 in 5 consumers feel less connected now than before the pandemic - More than two thirds (67 percent) prefer empathetic customer service experiences over speedy resolutions - Sixty six percent of consumers feel that companies collecting data on their customers improves their experience Genesys®, a global leader in cloud…

Genesys Appoints Kelly Battles as First Independent Member of Company Operating Committee

Battles to lead audit committee; company adds new chief accounting officer Sharon Virag Genesys, a global leader in cloud customer experience and contact center solutions, announced Kelly Battles has joined its operating committee – the company's governance and oversight body with responsibilities much like a board of directors. Battles joins as its first independent member and chair of its audit committee. The company also appointed Sharon Virag as chief accounting officer. Battles and Virag bring decades of finance,…

Limitless Announces $10 Million Series B, Adds Genesys as Investor and Technology Partner

UK GigCX platform innovator Limitless continues global expansion and accelerates CX transformation with Genesys Cloud integration and new investment led by Redline Capital Limitless, the AI-driven gig customer experience platform, announced it has raised $10 million in financing. The Series B investment is led by Redline Capital and features new investment from Genesys, as well as continued participation from AlbionVC and Unilever Ventures. The financing round will see London-based Limitless continue its dedicated growth…

Genesys and Limitless Launch New Digital Experience for Consumers

Global cloud contact center leader teams with the GigCX platform trailblazer to usher in the era of brand-advocate powered customer service Genesys, a global leader in cloud customer experience and contact center solutions, announced a partnership with Limitless, a pioneer in Gig Customer Experience (GigCX). Together, the companies are leading a new era of digital customer experiences to create more authentic, human connections between brands and consumers. Genesys and Limitless are helping businesses extend their contact…

Genesys Announces COVID-19 Vaccine Rapid Response

Digital offering will enable companies to use AI-driven chatbots to help address the wave of expected requests for information from more than 330 million people in the U.S. Genesys, the global leader in cloud customer experience and contact center solutions, announced Genesys COVID-19 Vaccine Rapid Response. The new digital-first solution is intended to enable organizations participating in the execution of Operation Warp Speed to streamline and accelerate communications and education to the general public about the…

Genesys Launches the Future of Digital Customer Engagement

New Genesys Digital business unit led by Barry O'Sullivan builds on the company's leadership in customer experience and AI Genesys, a global leader in cloud customer experience and contact center solutions, announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers' ever-changing needs in the digital landscape. Consumers' lives are increasingly digital, blurring the lines between marketing, sales and service for brands. Businesses are recognizing the…

Avtex Opening Global Delivery Center in India

Avtex, a customer experience (CX) consulting and technology company, announced that it will open a Global Delivery Center (GDC) in Hyderabad, India to enhance their support capabilities and service offerings to their clients. The GDC brings Avtex in proximity to a large pool of talent, and the company will invest in the area to create local jobs which will help the company scale and meet its ambitious growth goals. Marketing Technology News: Tacton Partners With Intershop “We want to be able to grow quickly and in…

Tricolor Deploys an Advanced Omnichannel Contact Center With Orange Business Services

Russian digital services operator Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys, a global leader in cloud customer experience and contact center solutions. Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia. By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact…

Genesys Named a Leader in the Gartner 2020 Magic Quadrant for Contact Center as a Service

Genesys, the global leader in cloud customer experience and contact center solutions, has been positioned by Gartner, Inc. as a Leader in the 2020 Magic Quadrant for Contact Center as a Service. The company placed furthest overall for completeness of vision. "Today, organizations are accelerating their cloud strategies to manage the exceedingly digital nature of business and rising consumer expectations. Genesys Cloud delivers the agility, ease, and the flexibility needed to design their own customer experiences to…

Avtex Acquires Aria Solutions

Avtex, a customer experience (CX) consulting and technology company, announced its acquisition of Aria Solutions, a leader in contact center and customer experience solutions based in Calgary, Alberta, Canada. Founded in 1997, Aria Solutions was one of the first system integrators in North America for Genesys, the global leader in cloud customer experience and contact center solutions. Aria has specialized in system integration, agent technology, omni-channel capabilities, CRM, WFM, and operational analytics. Utilizing…

Textel Announces $4 Million Series a Funding Round Led by Cultivation Capital Partners

Texting Platform for Contact Centers Plans to Expand Sales Efforts, Marketing and Deepen Product Functionality Textel, the cloud-based texting platform for contact centers, announced it recently completed a $4M Series A funding round. Cultivation Capital led the round with additional investment from Stout Street Capital and Capital Midwest Fund III. This latest funding round brings Textel’s total funds raised to $5M and accelerates their plans to drive additional partner sales and marketing. Textel will also use the funds…

Genesys Names New CFO to Drive Next Phase of Rapid Growth

Finance executive Brian Swartz joins customer experience leader to propel cloud business forward Genesys, the global leader in cloud customer experience and contact center solutions, announced Brian Swartz as its new chief financial officer (CFO). Swartz brings more than 20 years of experience driving strategy and business performance at both public and private companies as well as scaling high-growth software as a service (SaaS) revenue. Marketing Technology News: Redeam Appoints Seasoned Executive Jeff Grant to Its…

Genesys Announces Partnership with Adobe to Deliver Contextual Customer Experiences

Genesys Cloud integrates with Adobe Experience Platform's Real-Time Customer Profiles to improve personalization, drive higher sales conversion rates and increase loyalty Genesys, the global leader in cloud customer experience and contact center solutions announced it is working with Adobe to help organizations break down data siloes between marketing, commerce, sales and service departments. With a new integration between Genesys Cloud with Adobe Experience Platform, organizations can now gain a deeper understanding of…