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Genesys news stories

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Contact Centre
Genesys optimises customer journeys with new solution
Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to be more people-centric.
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Artificial Intelligence
Frost & Sullivan recognises Genesys as leader in new reports
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
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Contact Centre
8x8 and Genesys partner with product integration for CX
Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX. 
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Customer experience
8x8 and Genesys collaborate on customer service solution
With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.
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Customer experience
Study reveals the new standard for customer experience
According to the study, 81% of organisations believe being able to measure CX along key points of the customer journey is important to their business strategy.
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Digital Transformation
Genesys raises $580 million in funding at $21 billion valuation
Genesys has announced a $580 million round of funding to accelerate the company's leadership in the Experience as a Service market globally. 
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Customer experience
Businesses prioritise friendliness over function in CX journey - Genesys report
58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.
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Data analytics
Genesys and Google Cloud extend partnership, build future of digital customer service
"Partnering with Genesys will help build the future of digital customer service, as businesses and service teams bring together artificial intelligence, machine learning and data analytics to deliver the best possible outcomes."
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Cloud
Genesys looks to humanise customer experiences with latest release
Genesys has launched BeyondCX, an eLearning program designed to help contact centre employees and supervisors learn soft skills to better deliver empathetic, personalised experiences.
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Cloud
Genesys G-Summit South Asia 2021: Taking CX to the next level
Genesys G-Summit South Asia 2021 is a two-day virtual customer experience event for customers, industry visionaries, and market experts from around the South Asia region.
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Artificial Intelligence
Genesys integrates AI into the Cloud CX contact centre platform
Customer experience orchestration company Genesys integrates AI features into the Genesys Cloud CX platform.
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Contact Centre
Verizon adds Genesys Cloud to CX and contact centre portfolio
As contact centres are relying on digital, remote-first operations, Verizon Business announced the addition of Genesys Cloud, as part of the company's global customer experience and contact centre offerings.
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Business Continuity
COVID-19: A/NZ businesses unprepared in business continuity planning
"Creating a flexible, digitally-enabled, and highly-engaged workforce could prove to be the most crucial element for future business continuity planning."
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Contact Centre
Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS
The company is experiencing a surge in Genesys Cloud platform adoption from businesses across the world.
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Contact Centre
Genesys to deliver full EPOS product portfolio
“To launch on the Genesys AppFoundry is an important step for us to truly provide call centre professionals with the tools they need to ensure excellent customer service and experience.”
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Artificial Intelligence
New report uncovers opportunities and challenges for A/NZ businesses
Cloud adoption in Australia and New Zealand (A/NZ) is soaring, with businesses in this region confident about their ability to achieve success despite recent hardships.
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Customer experience
Genesys: is A/NZ ready for customer experience post-pandemic?
The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.
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Customer experience
Genesys and Adobe partner up to deliver CX integration
The integration between the two companies aims to rectify the problem experienced by customers where their data does not move with them when they engage with organisations across several different functions. 
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Contact Centre
Genesys launches multi-cloud architecture for contact centres
Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.
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Innovation
Genesys recognises leaders in customer experience with latest awards
The Genesys Awards celebrates eight companies from around the world for driving significant improvements in business results and delivering 'remarkable' customer experiences.
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Microsoft Teams
Genesys announces native integration with Microsoft Teams
“By integrating our platform with Teams, employees can draw upon expertise from anywhere in the organisation so they can provide experiences tailored for every customer.”
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Genesys
Banks, government and health providers 'most trusted' with personal data
Banks, government agencies and healthcare providers, in that order, are trusted the most by Aussies and Kiwis to keep customer personal data safe, according to a report from Genesys.
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Data Protection
Kiwis and Aussies among most concerned globally about data privacy
New research from Genesys finds the two neighbours value their data privacy more than other regions - but, as always, there are key differences of opinions too.
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Customer experience
Businesses must understand the link between empathy and personalisation
Empathy and personalisation are two key modes in which businesses can gain trust with and form better relationships with customers, according to a new Genesys survey.