Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Slavena Summerfield
Head of Call Center
Aleksandar Sandic
Partnership Manager
Laila Almalki
CS Planning &Development Manager
Thamer Noori
Director of Industrial Security and Safety Dept.
Archivald Eric Ramos
Lead Business Analyst
Vitor Almeida Santos
Manager of Communication

News : Genesys Introduces AI to Expand Automation, Analytics and Conversational Intelligence

#contactcenterworld, @Genesys

Denver, CO, USA, May 14, 2024 - TGenesys(R), a global cloud provider in AI-powered experience orchestration, announced new AI capabilities to transform every customer and employee experience. With Agent Copilot, Virtual Agent, Empathy Detection and Modern Agent Workspace for the Genesys Cloud™ platform, Genesys is empowering organizations to unleash the next era of customer experiences grounded in a strong AI-human partnership. The Genesys Cloud AI innovations improve customer loyalty by elevating self-service and assisted service experiences, boost employee performance and productivity, and give managers dynamic new insights and tools to lead.

"In today’s complex business environment, organizations need to strike the right balance between using AI and automation to drive efficiency while keeping their customers and employees engaged," said Olivier Jouve, chief product officer at Genesys. "The revolutionary power of generative, conversational and predictive AI throughout the Genesys Cloud platform helps organizations accelerate key business outcomes by tapping into trusted tools that allow them to interact with their customers and employees in new ways."

"By leveraging Genesys AI, Virgin Atlantic has now implemented a comprehensive approach encompassing voice segmentation bots, bot flows and predictive routing, which has helped us achieve a 25-point improvement in customer satisfaction and 12-point increase in employee happiness in 12 months," said Louise Phillips, vice president of Customer Centers, Virgin Atlantic and Virgin Atlantic Holidays. "The latest enhancements for Genesys Cloud AI, such as Virtual Agent and Agent Copilot, show tremendous promise to help organizations like ours to continue to take their digital experience delivery to the next level."

"With Agent Copilot, our agents are more productive and can focus more on the value-add part of delivering customer experience," said John Connolly, head of contact center, Newcastle Permanent. "With the help of automated knowledge, next best action and resources, our team have successfully driven critical improvements including decreasing overall call handling time by around 60 seconds, enabling us to respond to customer issues faster and more effectively."

"Genesys has a strong track record of delivering AI capabilities that matter to its customers and help them produce actual results," said Hayley Sutherland, research manager, conversational AI and knowledge discovery, IDC. "The company has been consistently embedding AI capabilities across Genesys Cloud, focusing on features that can help to measurably improve the customer and employee experience. By rapidly expanding its use of LLMs, Genesys is enhancing and extending the value of its conversational AI and conversational intelligence offerings."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent

About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
  Company Blog   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Don’t Allow Scapegoats

Read today's tip or listen to it on podcast.

Published: Thursday, May 16, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Visual Communications

Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.




About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =