Connecting

Moments
Between
Brands and
Customers

Adapting
to 2021
with
Workforce
Engagement
Management
Tools
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Genesys Cloud Feature
Releases: What’s New in
January 2021
Don Huovinen | 17/02/2021

It’s shaping up to be the year of the

enterprise for Genesys Cloud. An
increasing number of today’s largest
customer...

Read More

Genesys Cloud Scores Higher

in Gartner 2020 Critical
Capabilities for CCaaS than in
2019 Report
Jason Alley | 12/02/2021

Genesys Cloud continues to disrupt the

contact centre industry by delivering
innovation to companies of all sizes,
everywhere,...

Read More

Rethinking On-Premises with

Hybrid and Multicloud
Abi Chandra | 08/02/2021

Contact
This sitecentres are hurtling
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digital transformation at breakneck
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 Read More

CCaaS Trends: Placing

Empathy at the Core of Your
Contact Centre
Courtney Vogel | 01/02/2021

When your citizens need you…. The

pandemic forced the world to go digital
nearly overnight — adopting work from
home,...

Read More

The Voice of the Customer

Speaks Volumes
Laura Sikorski | 23/01/2021

Guest Blog by Laura Sikorski Your

customers are the very reason your
company exists. Your commitment to
your customers’...

Read More

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Driving Workforce
Engagement in the Cloud and
On-Premises
Natalia Abad | 19/01/2021

The work culture is changing. Now,

workforce engagement — and the
employee experience — both play large
roles in delivering...

Read More

Don’t Train in Vain: Use

Automation to Develop Agent
Skills
Cameron Smith | 10/01/2021

For many years, we had been warned

about artificial intelligence (AI) revolution
— the belief that computers will take our
jobs...

Read More

7 Contact Centres Trends for

2021
Genesys | 01/01/2021

We’ve all experienced our share of

challenges this year. But by using
technology thatcookies
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Getting One Million
Employees Back to Work
Safely
Angela Santarossa | 23/12/2020

“Necessity is the mother of invention” is a

familiar proverb that’s proving true to
many in 2020. And as the US economy...

Read More

Genesys Launches the Future

of Digital Customer
Engagement
Tony Bates | 16/12/2020

As Genesys brings to close an

extraordinary year in which we’ve grown
new bookings more than 40% in every
quarter, we’re...

Read More

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3 Ways to Simplify Contact
Centre Workforce Planning
Centre Workforce Planning

Marcela Areiza | 07/12/2020

Contact centres across the world have

had to shift their operations in 2020,
especially their workforce planning
efforts....

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Google Dialogflow and

Genesys: Conversational AI-
Powered Customer
Experience
Aman Bhardwaj | 02/12/2020

Enterprises that want to revolutionise

their customer experience rely on bots
and virtual assistants to answer
customer questions...

Read More

Use Predictive Engagement to

Cash In on Online Holiday
Shoppers
Aoife Kelly | 24/11/2020

The busy holiday season is under way.

And we’re set for bumper online sales, as
consumers choose the web over brick
and...
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Unify Operations and Tech for
a Superior Customer
Experience
Laura Sikorski | 19/11/2020

Guest Blog by Laura Sikorski Your

policies, processes and technology (CRM
system, contact centre, front-office and
back-office...

Read More

Genesys Positioned Furthest

for Completeness of Vision in
the Gartner 2020 Leaders
Quadrant for CCaaS
Olivier Jouve | 11/11/2020

One theme has permeated throughout

my 30 years leading technology teams: a
business’s vision is one of the most
critical...

Read More

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Contact us Products Company About Genesys

Professional Genesys Cloud Newsroom Every year, Genesys® delivers more than 70 billion remarkable
Services Genesys Engage Social customer experiences for organisations in over 100 countries.
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Through the power of the cloud and AI, our technology connects
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every customer moment across marketing, sales and service on
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pioneered Experience as a Service℠ so organisations of any size
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and foster customer trust and loyalty. This is enabled by Genesys
Cloud™, an all-in-one solution and the world's leading public cloud
contact centre platform, designed for rapid innovation, scalability
and flexibility.

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