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Genesys promotes two senior executives in APAC

21 Jan 2020

Contact centre and customer experience solutions provider Genesys has promoted its former Australia and New Zealand (A/NZ) vice president to the new role of senior vice president of Asia Pacific.

Gwilym Funnell will now manage and execute the growth strategy for the company’s contact centre solution, Genesys Cloud. He will also oversee more than 1,600 Genesys employees based in the region, representing every business function including engineering, IT, finance, sales, marketing and more.

“I’m thrilled to step into a broader regional position to help accelerate the growth of our company’s cloud and AI solutions across the Asia-Pacific market,” says Funnell.

“We are investing in new innovations, building a world-class team and working more closely than ever with our strong ecosystem of partners to enable businesses in APAC to deliver the world’s best customer experiences.”

Funnell’s previous role as A/NZ vice president involved driving triple-digit revenue increase for Genesys Cloud since taking up the role in 2016.

“Organisations all over the world are eager for cloud-based contact centre solutions that deliver highly personalised customer experiences supported through artificial intelligence (AI),” comments Genesys chief executive officer Tony Bates.

“With Gwilym’s solid track record and market expertise, we are confident that Genesys is well-positioned to help even more businesses in Asia Pacific capitalise on our technologies so they can build trust and loyalty with their customers.”

Funnell offers more than 20 years’ experience in IT and telecommunications and proven commercial acumen building sustainable business growth. He has worked at start-ups and emerging technology companies, including serving as Managing Director of Mitel Networks and March Networks. 

Prior to joining Genesys, he held the position of Director of the Collaboration and Contact Centre practice at Telstra, where he led growth through acquisitions, portfolio changes and migration.

Genesys has also promoted former sales director Mark Buckley to the A/NZ vice president role, in which he will serve as country manager.

Buckley is primarily responsible for growing the company’s market share and directing its operational strategies in ANZ, which includes oversight of a team of 175 ANZ-based employees.

Before serving in various sales roles at Genesys for the past seven years, Buckley was Vice President of Enterprise at Alcatel-Lucent.

Genesys recently renamed its SaaS offering from PureCloud to Genesys Cloud.

“Through Genesys Cloud, we’re delivering Experience as a Service to make it easier for organisations to foster customer trust and loyalty. This starts by helping them know their customers as individuals, not profiles or segments, and leading with empathy throughout every connected moment,” says Bates. 

“When businesses can provide distinctive experiences tailored for each customer, they’re achieving the level of personalisation today’s consumers are looking for – and that’s what we enable with Genesys Cloud.”