Latest Product Updates and Feature Enhancements on Pointillist Analytics
Gartner's 2025 Magic Quadrant for Contact Center as a Service (CCaaS) Report Released Again, NiCE and Genesys Lead the Way
Gartner released its 2025 Magic Quadrant for Contact Center as a Service (CCaaS), highlighting NiCE and Genesys as leaders. The report evaluates vendors based on platform depth, global implementation..., and customer feedback. AWS, Five9, and Talkdesk also feature as leaders, with notable mentions of their AI capabilities and market adaptability. Content Guru emerged as a challenger, showcasing significant market influence.
Genesys Unites the Enterprise with Connected CX Workflows for Agentic Orchestration
Genesys announced innovations in Genesys Cloud, introducing Work Automation and Genesys Cloud Associate to enhance customer experience workflows. These tools enable AI-driven orchestration across dep...artments, improving operational efficiency and customer interactions. The new features will be available in Q4 of the fiscal year 2025.
Genesys Launches AI Agents with Greater Autonomy to Drive Enterprise-Wide Customer Experience Orchestration
Genesys has launched advanced AI agents for its Genesys Cloud platform, enhancing capabilities like Copilot and Virtual Agents with features such as Agent2Agent Collaboration and Model Context Protoc...ol. These updates aim to improve customer experience orchestration by providing greater autonomy and contextual awareness. The enhancements are expected to be fully available by the fourth quarter of Genesys's fiscal year.
Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences | Genesys
Genesys has launched Genesys Cloud AI Studio, a centralized hub for building and managing AI-driven customer engagement. The platform introduces AI Guides, enabling organizations to design and deploy... autonomous virtual agents with no coding required. These agents can handle complex interactions, enhancing customer experiences while maintaining governance and compliance. The new capabilities are expected to be available in Q2 of fiscal year 2026.
AI-Powered Contact Center as a Service Vendors Battle for Market Share in 2025
Genesys, along with NICE and Amazon Connect, leads the Contact Center as a Service (CCaaS) market in seat count, driven by AI innovations. A recent market report highlights these vendors as top perfo...rmers due to their AI-enhanced platforms, which boost revenue per seat and support scalable CX modernization. The report emphasizes the strategic role of AI in transforming contact centers from cost centers to experience hubs.
Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences - Business Wire
Genesys has launched Genesys Cloud AI Studio, a centralized platform for building and managing AI-powered customer experience solutions. The first feature, Genesys Cloud AI Guides, lets businesses cr...eate no-code virtual agents capable of handling complex, multi-step interactions and initiating enterprise workflows. The platform emphasizes responsible, agentic AI and aims to streamline deployment of advanced customer engagement tools.
The MyPureCloud/terraform-provider-genesyscloud project provides a Terraform provider for automating the deployment and management of Genesys Cloud resources. This open-source integration enables inf...rastructure-as-code workflows for contact center and customer experience solutions on the Genesys Cloud platform.
Strategic Partnerships and Integrations of Pointillist Analytics
ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences ChannelBuzz.ca
Genesys and ServiceNow have expanded their strategic partnership to enhance customer and employee experiences through AI-powered solutions. The collaboration introduces Agent2Agent orchestration, ena...bling AI agents to autonomously manage tasks across platforms. This partnership integrates Genesys Cloud AI with ServiceNow's AI Platform, offering synchronized workflows and intelligent routing. The unified service model aims to simplify AI adoption and improve operational efficiency, with new capabilities expected by early 2026.
Veea and Genesys Impact Launch On-Site AI Safety & Asset Intelligence Platform for MCN
Veea and Genesys Impact have launched an AI-powered safety and asset intelligence platform for MCN Build, enhancing on-site safety and operational efficiency. The platform integrates IoT and AI techn...ologies, providing real-time safety alerts and asset tracking without relying on cloud infrastructure. This deployment aims to improve compliance, reduce risks, and increase asset utilization in construction sites.
EXL and Genesys collaborate to transform customer experiences with AI-driven insights and intelligent orchestration
EXL and Genesys have partnered to enhance customer experiences using AI-driven insights and intelligent orchestration. This collaboration integrates EXL's data and AI capabilities with the Genesys Cl...oud platform, enabling enterprises to leverage real-time customer insights for improved engagement and business outcomes. The joint offering targets industries such as insurance, banking, healthcare, and retail, aiming to boost customer satisfaction and operational efficiency.
Four Inc. Collaborates with Genesys to Deliver Enhanced Customer Experience Solutions to the Public Sector
Four Inc. and Genesys formed a partnership to deliver Genesys AI-powered cloud contact center solutions to public sector organizations. The collaboration enables government agencies to access advance...d customer experience technology, improving citizen engagement and operational efficiency through Genesys Cloud.
Leadership and Executive Team Updates at Pointillist Analytics
Genesys Appoints Allen Chiu as Chief Legal Officer | Genesys
Genesys has appointed Allen Chiu as chief legal officer and executive vice president, effective July 1, 2025. Chiu, currently the chief compliance officer and general counsel, will succeed Jim Rene, ...who is retiring after 25 years. Chiu will report to CEO Tony Bates and will focus on compliance, privacy, and global regulatory matters as Genesys scales its AI leadership.
Genesys Recognized in Gartner Peer Insights Voice of the Customer for Enterprise Conversational AI Platforms
Genesys is recognized as a Strong Performer in the 2024 Gartner Peer Insights Voice of the Customer report for Enterprise Conversational AI Platforms, with high ratings for its AI capabilities in enh...ancing customer and employee experiences.
Genesys Earns 2024 Great Place to Work Certification | Business Wire
Genesys earns 2024 Great Place to Work certification, recognized for inclusion and work-life balance, with high employee satisfaction across 14 countries.
Arkan Powers DHLs Genesys Cloud CX Rollout Across the Middle East in Collaboration with British Telecom
DHL Express has expanded its deployment of the Genesys Cloud CX platform across Kuwait, Qatar, and Jordan, integrating local PSTN lines using Arkan Genesys Cloud Connect. Managed globally by British ...Telecom, this rollout supports DHLs regional digital transformation. The solution leverages Arkans SBCaaS for secure, compliant, high-quality voice integration with Genesys Cloud CX in complex Middle Eastern markets.
Genesys Cloud integration enhances guest experiences at IHG
IHG Hotels & Resorts has selected Genesys Cloud to enhance its global guest booking experience. By deploying the Genesys Cloud platform, IHG aims to deliver more personalized, AI-powered customer int...eractions across its contact centers. This move supports IHGs digital transformation and commitment to improving customer service in the hospitality sector.
Redefining Hospitality through Innovation: Genesys Cloud Elevates the IHG Guest Experience
Genesys announced that IHG Hotels & Resorts has unified its global call center operations on the Genesys Cloud platform. This deployment leverages AI-powered experience orchestration to enhance guest... services and deliver more personalized hospitality. The solution aims to modernize IHGs customer interactions and elevate the overall guest experience in the hospitality sector.
