Tony Bates
Customer experience voice
40 stories · newest first · 3 in 2026 · 1 in the last 90 days
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Genesys is putting AI governance, transparency, and cloud resilience at the heart of its agentic AI strategy for contact centers.
Rhys Fisher · 4 min read · 11 Aug 2026
Big CX News from Salesforce, Vonage, ServiceNow, Oracle & Genesys
The latest CX News stories from the biggest vendors in the space, including Salesforce, Vonage, ServiceNow, Oracle & Genesys
Rhys Fisher · 4 min read · 27 Mar 2026
AI Now Drives 20% of Genesys's New Business
Genesys reports record Q4 FY2026 results with $2.6B Cloud ARR and 35% YoY growth — but as a private company, not every number makes the cut.
Rhys Fisher · 3 min read · 26 Mar 2026The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk
From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week’s most popular news stories. Zoomt...
Charlie Mitchell · 3 min read · 19 Sept 2025
Genesys Scoops Its Second-Largest CCaaS Win Ever
Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank. The CCaaS stalwart disclosed few additional details about the deal ...
Francesca Roche · 3 min read · 18 Sept 2025
Genesys Deepens Its ServiceNow Partnership, Releases New Agentic AI & Orchestration Capabilities
Genesys has announced an expanded partnership with ServiceNow at its Xperience 2025 event. The event also set the stage for the release of new agentic AI cap...
Charlie Mitchell · 6 min read · 9 Sept 2025
Salesforce & ServiceNow Invest $1.5BN in Genesys
Genesys has announced $1.5BN in new investment from tech giants Salesforce and ServiceNow. Much of the funding will help repurchase shares from the company’s...
Charlie Mitchell · 4 min read · 31 Jul 2025
200+ Contact Centers Implement the CX Cloud from Genesys and Salesforce
Genesys and Salesforce have snagged over 200 customers for their joint offering: the CX Cloud from Genesys and Salesforce. The platform embeds Genesys Cloud ...
Floyd March · 4 min read · 3 Apr 2025
Genesys Secures Its “Largest Ever” Standalone AI Deal, Reveals Significant CCaaS Growth
Last quarter, Genesys experienced a 200+ percent year-over-year (YoY) surge in new bookings for its standalone AI products. That includes its "largest ever" ...
Charlie Mitchell · 3 min read · 12 Jun 2024
Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent
Genesys has announced a wave of new CCaaS capabilities during its Xperience 2024 event in Denver. First, it has become the latest vendor to announce the gene...
Charlie Mitchell · 3 min read · 15 May 2024
Genesys and Salesforce Start to Onboard Customers for Their Joint CX Platform
The CX Cloud from Genesys and Salesforce is generally available, and its first customers are now up and running on the platform. That first batch includes al...
Charlie Mitchell · 3 min read · 21 Mar 2024
Genesys Layoffs Update: Less Than 1% of Employees Will Be Impacted
Tech companies cut over 240,000 jobs in 2023, 50 percent more than the previous year. The CX industry has not escaped this trend, with Pega, Talkdesk, and Tw...
Charlie Mitchell · 3 min read · 12 Feb 2024
The Latest BIG News from Genesys, Salesforce, & Pegasystems
From a CCaaS acquisition to more tech layoffs here are some extracts from our most popular news stories over the last seven days. Genesys to Roll Up Radarr T...
Charlie Mitchell · 5 min read · 26 Jan 2024
Genesys to Roll Up Radarr Technologies and “Unify CX Like Never Before”
Genesys has agreed to acquire Radarr Technologies, the "social and consumer intelligence platform" provider. The platform applies AI and analytics to social ...
Charlie Mitchell · 3 min read · 22 Jan 2024
Genesys Celebrates Several New CCaaS Milestones
Genesys has released a series of statistics that underline the rapid growth of its CCaaS Platform: Genesys Cloud CX. First, the vendor revealed that the plat...
Charlie Mitchell · 3 min read · 14 Dec 2023
Harnessing Real-Time Data for Improved Customer Experience Understanding
In a recent article, we talked about the widening gap in Europe in customer experience maturity . In this piece, we thought it would be helpful to decode the...
Ricardo Saltz Gulko · 9 min read · 5 Sept 2023
The Genesys Cloud CX Platform Surpasses One Million Users
The Genesys Cloud CX platform has surpassed one million users, as the CCaaS leader ended Q2 with nearly $1.2BN in annual recurring revenue (ARR). Much of thi...
Charlie Mitchell · 3 min read · 31 Aug 2023Big CX News from Salesforce, Domo, and Genesys
From infusing the CRM with ChatGPT to a change at the top of a business intelligence stalwart, here are some extracts from our most popular news stories over...
Charlie Mitchell · 4 min read · 13 Mar 2023
Genesys Enjoys Considerable Cloud Growth After Curbing Its Legacy Innovation
Genesys has achieved its largest-ever new bookings quarter for its Genesys Cloud CX platform. Thanks – in part - to this impressive Q4 performance, the conta...
Charlie Mitchell · 3 min read · 8 Mar 2023
Five9 Launches Its First ChatGPT-Powered Contact Center Offerings
Five9 has released two new product offerings that leverage ChatGPT-3 from OpenAI: AI Insights and AI Summaries. AI Insights combines ChatGPT-3 with real-time...
Charlie Mitchell · 6 min read · 23 Feb 2023
What to Expect from AWS, Zoom, and Five9 In 2023
2022 proved a disruptive year in CCaaS, with the likes of Microsoft, Salesforce, and Zoom throwing their weighty hats into the ring. In addition, stalwart on...
Charlie Mitchell · 8 min read · 4 Jan 2023
Genesys Unveils a New R&D Center in Galway
Genesys has opened a new R&D (Research and Development) Center in Galway, with support from Micheál Martin, the Prime Minister of Ireland . The mixed-use and...
Rebekah Carter · 3 min read · 1 Nov 2022
UJET Campaigns to Poach Genesys Customers
UJET has cast doubt over whether Genesys can support complex CCaaS implementation projects in a new campaign to prospective customers. In an email, UJET prom...
Charlie Mitchell · 4 min read · 18 Oct 2022
Genesys Ditches Its Multicloud CX Platform
Genesys has culled its Multicloud CX platform, its second CCaaS solution to bite the dust in 2022. The solution enabled customers to access Genesys through A...
Charlie Mitchell · 2 min read · 13 Oct 2022
Just 9% of Contact Center Agents Believe Empathy Is Their Greatest Strength
Fewer than one in every ten agents report empathy, quality, and listening as their greatest strengths, according to new global Genesys research. Despite bein...
Charlie Mitchell · 2 min read · 8 Aug 2022
Arianna Huffington Shares Her Employee Engagement Secrets
Arianna Huffington has revealed two tactics she uses for employee engagement: entry interviews and reset opportunities. In this interview, managers first ask...
Charlie Mitchell · 3 min read · 9 Jun 2022
Genesys Signs the 'Largest Deal' In Its History
Genesys has signed a nine-figure contract with a leading North American financial services institution to transform its global contact center operations. Whi...
Charlie Mitchell · 2 min read · 31 Mar 2022
Genesys and Thrive Team Up to Tackle Employee Burnout
Genesys and Thrive have developed a solution to enhance employee well-being, which contact centres may embed into agent workflows. The solution – named "Thri...
Charlie Mitchell · 2 min read · 28 Feb 2022
$580mn Round Values Genesys at $21bn
Cloud contact centre company Genesys has announced its latest round of funding. The company’s offering extends beyond the contact centre to broader customer ...
William Smith · 2 min read · 6 Dec 2021
Genesys Completes Acquisition of Pointillist and Exceed.ai
Cloud contact centre company Genesys has announced the completion of its acquisitions of two companies, Pointillist and Exceed.ai. Pointillist offers custome...
William Smith · 2 min read · 3 Dec 2021
Genesys Acquires Pointillist and Exceed.ai
Genesys has struck a deal to acquire both Pointillist and Exceed.ai, with the offerings to enhance the company's ability to deliver empathy in every customer...
Carly Read · 2 min read · 11 Oct 2021
Qualtrics, Genesys Partner on Customer Satisfaction Data
Enterprise feedback platform provider Qualtrics and cloud contact centre leader Genesys have announced a new partnership to deliver customer service experien...
William Smith · 2 min read · 18 Jun 2021
Genesys Publishes Sustainability Report
Cloud contact centre leader Genesys has released its 2020 Sustainability Report. Entitled Moving Forward Together , the report outlines the company’s efforts...
William Smith · 2 min read · 15 Jun 2021
Big CX News You May Have Missed
Genesys Announces Plan to Acquire Bold360 Later This Year Genesys ’ proposed acquisition of Bold360 from LogMeIn will advance Genesys ‘ Experience as a Servi...
Carly Read · 3 min read · 22 Mar 2021
Genesys Announces Intent to Acquire AI CX Leader
Genesys has announced its intent to acquire Bold360, a leader in AI powered digital customer engagement. The global leader in cloud customer experience and c...
Carly Read · 2 min read · 17 Mar 2021
Genesys Partners with Adobe on Contextual CX
Leader in cloud customer experience solutions and contact centre technology, Genesys, announced a new partnership with Adobe recently. The two brands will be...
Rebekah Carter · 2 min read · 15 Sept 2020
Zoom & Genesys Partner to Enhance Collaboration Experiences
Genesys, the cloud contact center leader is the first to integrate with both Zoom Phone and Zoom Meetings
Moshe Beauford · 3 min read · 28 May 2020
Genesys Purchase nGUVU for Employee Experience Boost
Global leader in cloud customer experience solutions and contact centre offerings, Genesys, recently acquired partner company and contact centre solution, nG...
Rebekah Carter · 2 min read · 11 Mar 2020
Genesys Cloud Achieves Record Sales
Global leader in omni-channel customer experience solutions and contact centre innovations, Genesys, recently announced some amazing results for the first si...
Rebekah Carter · 2 min read · 23 Sept 2019
Genesys Snags Industry Veteran Tony Bates as CEO
Genesys, a customer experience company responsible for supporting 25 billion crucial customer connections each year, recently announced the arrival of its ne...
Rebekah Carter · 3 min read · 8 May 2019