Australian and New Zealanders are happy to embrace a full range of self-serve and human customer service options, placing the highest premium on speed, knowledge, and accuracy of outcomes.More

With the rapid global deployment of advanced technology, and specifically the growth in the ANZ region, technology leaders need to work with employers, employees and customers, to achieve the optimal balance in this largely uncharted ethical and regulatory territory, Genesys states.More

Kiwi employees are the most secure in their roles when it comes to embracing artificial intelligence in the workplace, compared to all other countries surveyed including, Australia, USA, UK, Germany and Japan.  More

45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things. More

The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.More

Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion.More

NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.More

“Pairing automation and machine learning with live agents lead to happier customers, more satisfied employees and financial rewards."More

While there is a definite market appetite for cloud-based solutions, respondents rate a wide range of other emerging technologies as higher priorities in the next one to two years.More

In Australia and New Zealand, the company boosted PureCloud revenue by nearly 100%.More

Genesys Predictive Routing uses historical performance data and matches customer and employee attributes.More

With this acquisition, Genesys increases its capability to engage and intervene in a customer’s journey at the right moment to drive a desired action.More

The former Teradata executive will help the customer experience provider grow its presence within the A/NZ public sector.More

A new survey has revealed a clear connection between customer experience and technology adoption - but human capital is still very important.More

Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.More

Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.More

“More than three-quarters of our sales are generated by long-term contracts, so it’s crucial to build and maintain these vital customer relationships.More

Technology providers will be crucial in helping businesses embrace IoT to improve customer experience, with a new report showing ANZ adoption lagging.More

​Genesys recently recognised its top performing partners at its annual APAC Partner conference - here are this year's award recipients.More

“The success of an organisation hinges on its ability to understand what customers want to deliver differentiated services."More

“With Genesys and Global Speech Networks, we are investing more than ever in our customer experience."More

The connected customer is the symptom of their time and they are the next profit centre for all customer-facing businesses - here's some advice.More

"With this announcement, Genesys ushers in a new era in customer experience."More

Genesys has appointed a new managing director & VP of sales for its ANZ operations as the company hopes to take its services "to the next level".More