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People, AI or chatbots: ANZ consumers don't differentiate with customer service
Customer Relationship Management

People, AI or chatbots: ANZ consumers don't differentiate with customer service

A Genesys survey reveals that nearly half of Australians and most New Zealanders are content with AI and chatbots for simple customer service needs.

By Staff Writer • 3 min read • Wed, 11th Dec 2019
Do ANZ companies care about AI ethics as much as they should?
Unified Communications

Do ANZ companies care about AI ethics as much as they should?

A new study by Genesys reveals that while 80% of ANZ employers plan to integrate AI, over half lack written policies on its ethical use, raising concerns.

By Catherine Knowles • 5 min read • Tue, 10th Sep 2019
Kiwi employees embracing a future of AI
Robotics

Kiwi employees embracing a future of AI

A multinational survey by Genesys reveals New Zealand employees lead in embracing AI in the workplace, showcasing unparalleled confidence and ethical trust.

By Shannon Williams • 3 min read • Fri, 16th Aug 2019
ANZ employees open to next-gen tech in the workplace
Unified Communications

ANZ employees open to next-gen tech in the workplace

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.

By Sara Barker • 3 min read • Wed, 24th Jul 2019
Contact centre market to see 14.6% CAGR over next five years
Customer Relationship Management

Contact centre market to see 14.6% CAGR over next five years

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

By Ben Moore • 3 min read • Fri, 12th Jul 2019
Gartner: CRM makes up 1/4 of global enterprise software spend
Customer Relationship Management

Gartner: CRM makes up 1/4 of global enterprise software spend

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

By Ben Moore • 2 min read • Wed, 19th Jun 2019
ISPs take top honours at Genesys partner awards
Unified Communications

ISPs take top honours at Genesys partner awards

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

By Ben Moore • 2 min read • Thu, 28th Mar 2019
How companies deploy AI to enhance the customer journey
Unified Communications

How companies deploy AI to enhance the customer journey

Customer-centric brands using advanced AI benefit from increased efficiency, loyalty, and revenue, according to a report sponsored by Genesys.

By Staff Writer • 3 min read • Mon, 11th Mar 2019
Why 87% of APAC SMBs are moving to the cloud
Unified Communications

Why 87% of APAC SMBs are moving to the cloud

A Genesys report reveals 87% of APAC SMBs plan to shift to the cloud within five years to optimise the customer journey and tackle legacy challenges.

By Staff Writer • 2 min read • Wed, 27th Feb 2019
Genesys PureCloud generates triple-digit revenue growth year on year
Unified Communications

Genesys PureCloud generates triple-digit revenue growth year on year

Genesys PureCloud posted remarkable growth, doubling revenue in Australia and New Zealand year-on-year and securing over 500 global customers.

By Staff Writer • 2 min read • Tue, 11th Dec 2018
A new AI-powered routing engine creates predictive customer experiences
Unified Communications

A new AI-powered routing engine creates predictive customer experiences

Genesys unveils its AI-driven Predictive Routing engine at CX18, promising enhanced customer experiences, higher efficiency, and reduced costs for businesses.

By Jacques-Pierre (JP) Dumas • 2 min read • Fri, 4th May 2018
Genesys acquires Altocloud to bolster CX capabilities
Customer Relationship Management

Genesys acquires Altocloud to bolster CX capabilities

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.

By Kai Ping Lew • 3 min read • Thu, 1st Mar 2018
Genesys appoints Tony Winterbottom to lead its government division
Customer Relationship Management

Genesys appoints Tony Winterbottom to lead its government division

The former Teradata executive will help the customer experience provider grow its presence within the ANZ public sector.

By Kai Ping Lew • 3 min read • Fri, 12th Jan 2018
Survey shows companies with best tech also have best customer experience
Customer Relationship Management

Survey shows companies with best tech also have best customer experience

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

By Ashton Young • 3 min read • Thu, 12th Oct 2017
Gartner labels Genesys the leading vendor for contact centre infrastructure
Customer Relationship Management

Gartner labels Genesys the leading vendor for contact centre infrastructure

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

By Ashton Young • 2 min read • Wed, 24th May 2017
New product integration from Genesys to benefit cloud users - and partners
Unified Communications

New product integration from Genesys to benefit cloud users - and partners

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

By Ashton Young • 2 min read • Thu, 18th May 2017
Christchurch's Ravensdown ramps up CX with new digital approach
Customer Relationship Management

Christchurch's Ravensdown ramps up CX with new digital approach

Ravensdown embraces digital transformation for competitive edge in agricultural market, partnering with Genesys for end-to-end solutions.

By Julia Gabel • 2 min read • Fri, 12th May 2017
Help needed to convince local businesses of value of IoT for CX
Unified Communications

Help needed to convince local businesses of value of IoT for CX

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

By Heather Wright • 3 min read • Mon, 20th Mar 2017
Genesys APAC Partner Conference – Dimension Data on top
Unified Communications

Genesys APAC Partner Conference – Dimension Data on top

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

By Ashton Young • 2 min read • Thu, 16th Mar 2017