Latest news with #Genesys
Korea Herald
23-05-2025
- Business
- Korea Herald
Genesys Strengthens Asia Pacific Leadership Team
Mao Gen Foo, DongWook Kim, and Maya Rashed take on key sales and marketing roles to accelerate AI-Powered Experience Orchestration adoption and deepen customer impact across the region SINGAPORE, May 19, 2025 /PRNewswire/ -- Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, today announced three leadership appointments in Asia Pacific (APAC) to accelerate regional adoption of the Genesys Cloud platform and support businesses in their cloud and digital customer experience (CX) transformation. Mao Gen Foo joins the APAC leadership team as Vice President of Sales for Asia, DongWook Kim is appointed Country Manager for Korea, and Maya Rashed steps in as Senior Director, Asia Pacific and Japan (APJ) Marketing. APAC represents a uniquely diverse and high-growth landscape, requiring a nuanced, data-driven approach to customer engagement that aligns with the region's evolving digital and economic priorities. To meet this opportunity, these leaders will drive further adoption of the Genesys Cloud ™ platform, help enterprises realize new levels of value from CX orchestration, and sharpen go-to-market strategies to better serve the region's dynamic needs. Albert Nel, Senior Vice President for APJ at Genesys, commented,"Asia Pacific continues to provide strong opportunities for Genesys, and these appointments reflect a significant investment in the talent and leadership needed to scale our impact. Mao Gen, DongWook and Maya bring extensive experience across key business functions — critical to driving our AI-Powered Experience Orchestration strategy. Their leadership will enhance our ability to help organisations transform how they connect with customers, delivering more empathetic, outcome-driven experiences." With nearly 30 years of experience at companies such as Qualtrics and OpenText, where he built and scaled high-performing sales organizations across Southeast Asia, Greater China, Korea, and India, Mao Gen Foo, Vice President of Sales, Asia, will lead revenue growth and customer success strategies across key Asian markets. "My focus is on empowering our teams to deliver measurable outcomes, strengthening our partner ecosystem, and helping businesses unlock the full value of the Genesys Cloud platform as they navigate growth and innovation," said Mao Gen. As Country Manager for Korea, DongWook Kim will oversee business expansion, customer engagement, and strategic partnerships across the Korean market. With over 20 years of experience at enterprise solution companies such as UiPath and SAS Korea, DongWook brings deep expertise in cloud platforms, information technology, and data analytics."With cloud and AI adoption emerging as key business value drivers for Korean enterprises, I'm committed to deepening our market presence by aligning with local business needs and helping customers accelerate transformation by combining AI innovation, cloud scalability, and local market insight," said Kim. Based in Sydney, Maya Rashed steps in as Senior Director, APJ Marketing, bringing over 20 years of experience in B2B technology and SaaS marketing, including senior leadership roles at Okta, Oracle, and Confluent. "Driving growth in a dynamic region like APAC requires precision, collaboration, and a deep understanding of customer needs. My aim is to build scalable marketing programs that align closely with sales, accelerate demand, and elevate customer engagement at every stage of their journey," said Rashed. These leadership appointments underscore the continued momentum of Genesys across APAC. During fiscal year 2025, in APAC, Genesys Cloud grew to supporting over 1,400 customers with nearly 30% growth in users year-over-year, including some of the region's most recognised customer-centric brands, including Atomy, Beyond Bank, Maxicare, Zensar Technologies. Meanwhile, the shift toward automation is accelerating across the region with organisations driving more self-service interactions. This is evidenced by a 120% year-over-year increase in AI chatbot sessions and a more than 250% year-over-year surge in AI voicebot minutes during the same period. Strengthening its regional footprint, Genesys has made investments in both infrastructure and talent, with a growing team of over 1,500 employees in APAC. Currently, Genesys offers full-service cloud availability in five Amazon Web Services (AWS) Regions in APAC including AWS Asia Pacific (Mumbai), AWS Asia Pacific (Seoul), AWS Asia Pacific (Tokyo), AWS Asia Pacific (Osaka) and AWS Australia (Sydney), with more locations expected in the future. It also provides satellite availability in AWS Asia Pacific (Singapore), AWS Asia Pacific (Hong Kong), and AWS Asia Pacific (Jakarta). This regional presence enables Genesys to help businesses meet data privacy and regulatory requirements across APAC. Media Contact Manali Pattnaik Director APAC Communications, Genesys +65-8321 7924
Korea Herald
22-05-2025
- Business
- Korea Herald
Genesys Cloud makes big bet on Korea's corporate AI market
Genesys Cloud Services, an American software company that sells customer experience technology to businesses, said Thursday that it will continue to make ongoing investments despite several challenges in the Korean artificial intelligence market. 'We will continue to commit to the Korean market. It is a very special market for us, Genesys. We want to make four main commitments to you today,' Albert Nel, senior vice president and regional sales leader for the Asia-Pacific region, said during a press conference in Seoul. The software firm vowed to continue investment in further enhancing and creating more capabilities on the Genesys Cloud platform in Korea. At the same time, Nel highlighted that Genesys was the first cloud contact center vendor to invest in a local node in Korea to support the market here. While language support is critical to the success of any platform, Genesys has set Korean as a top-tier language. That means any new capability or product that the company releases would have full Korean support across all the different modules, Nel explained. The senior vice president also said the company will continue to build out its ecosystem to provide local organizations to provide support for Genesys Cloud in Korea. The company vowed to leverage some of the best practices globally for the local market to ensure continued joint innovation. According to Nel, one of the biggest challenges the company has faced is that aging technology and some on-premises deployments remain in highly regulated industries to hold organizations back from innovation. However, Korea was the first country in Asia to adopt comprehensive AI legislation. The country's customer experience market outlook is also rosy. The market is expected to grow to nearly $1.8 billion by 2030, as the cloud market continues to grow more than 10 percent per year. Tony Bates, chairperson of Genesys Cloud Services, also joined Thursday's event. He stressed that leveraging AI effectively requires the use of cloud technology. He highlighted the promising outlook of the Korean market, noting that while there are already existing cloud customers, the potential for growth remains strong. According to Bates, the paradigm is shifting from a consumer-centered service economy to an experience-driven economy.
Korea Herald
22-05-2025
- Business
- Korea Herald
Genesys Cloud makes big bet on Korean AI market
Genesys Cloud Services, an American software company that sells customer experience technology to businesses, said Thursday that it will continue to make ongoing investments despite several challenges in the Korean artificial intelligence market. 'We will continue to commit to the Korean market. It is a very special market for us, Genesys. We want to make four main commitments to you today,' Albert Nel, senior vice president and regional sales leader for the Asia-Pacific region, said during a press conference in Seoul. The software firm vowed to continue investment in further enhancing and creating more capabilities on the Genesys Cloud platform in Korea. At the same time, Nel highlighted that Genesys was the first cloud contact center vendor to invest in a local node in Korea to support the market here. While language support is critical to the success of any platform, Genesys has set Korean as a top-tier language. That means any new capability or product that the company releases would have full Korean support across all the different modules, Nel explained. The senior vice president also said the company will continue to build out its ecosystem to provide local organizations to provide support for Genesys Cloud in Korea. The company vowed to leverage some of the best practices globally for the local market to ensure continued joint innovation. According to Nel, one of the biggest challenges the company has faced is that aging technology and some on-premises deployments remain in highly regulated industries to hold organizations back from innovation. However, Korea was the first country in Asia to adopt comprehensive AI legislation. The country's customer experience market outlook is also rosy. The market is expected to grow to nearly $1.8 billion by 2030, as the cloud market continues to grow more than 10 percent per year. Tony Bates, chairperson of Genesys Cloud Services, also joined Thursday's event. He stressed that leveraging AI effectively requires the use of cloud technology. He highlighted the promising outlook of the Korean market, noting that while there are already existing cloud customers, the potential for growth remains strong. According to Bates, the paradigm is shifting from a consumer-centered service economy to an experience-driven economy.
Yahoo
19-05-2025
- Business
- Yahoo
Genesys Strengthens Asia Pacific Leadership Team
Mao Gen Foo, DongWook Kim, and Maya Rashed take on key sales and marketing roles to accelerate AI-Powered Experience Orchestration adoption and deepen customer impact across the region SINGAPORE, May 19, 2025 /PRNewswire/ -- Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced three leadership appointments in Asia Pacific (APAC) to accelerate regional adoption of the Genesys Cloud platform and support businesses in their cloud and digital customer experience (CX) transformation. Mao Gen Foo joins the APAC leadership team as Vice President of Sales for Asia, DongWook Kim is appointed Country Manager for Korea, and Maya Rashed steps in as Senior Director, Asia Pacific and Japan (APJ) Marketing. APAC represents a uniquely diverse and high-growth landscape, requiring a nuanced, data-driven approach to customer engagement that aligns with the region's evolving digital and economic priorities. To meet this opportunity, these leaders will drive further adoption of the Genesys Cloud™ platform, help enterprises realize new levels of value from CX orchestration, and sharpen go-to-market strategies to better serve the region's dynamic needs. Albert Nel, Senior Vice President for APJ at Genesys, commented, "Asia Pacific continues to provide strong opportunities for Genesys, and these appointments reflect a significant investment in the talent and leadership needed to scale our impact. Mao Gen, DongWook and Maya bring extensive experience across key business functions — critical to driving our AI-Powered Experience Orchestration strategy. Their leadership will enhance our ability to help organisations transform how they connect with customers, delivering more empathetic, outcome-driven experiences." With nearly 30 years of experience at companies such as Qualtrics and OpenText, where he built and scaled high-performing sales organizations across Southeast Asia, Greater China, Korea, and India, Mao Gen Foo, Vice President of Sales, Asia, will lead revenue growth and customer success strategies across key Asian markets. "My focus is on empowering our teams to deliver measurable outcomes, strengthening our partner ecosystem, and helping businesses unlock the full value of the Genesys Cloud platform as they navigate growth and innovation," said Mao Gen. As Country Manager for Korea, DongWook Kim will oversee business expansion, customer engagement, and strategic partnerships across the Korean market. With over 20 years of experience at enterprise solution companies such as UiPath and SAS Korea, DongWook brings deep expertise in cloud platforms, information technology, and data analytics. "With cloud and AI adoption emerging as key business value drivers for Korean enterprises, I'm committed to deepening our market presence by aligning with local business needs and helping customers accelerate transformation by combining AI innovation, cloud scalability, and local market insight," said Kim. Based in Sydney, Maya Rashed steps in as Senior Director, APJ Marketing, bringing over 20 years of experience in B2B technology and SaaS marketing, including senior leadership roles at Okta, Oracle, and Confluent. "Driving growth in a dynamic region like APAC requires precision, collaboration, and a deep understanding of customer needs. My aim is to build scalable marketing programs that align closely with sales, accelerate demand, and elevate customer engagement at every stage of their journey," said Rashed. These leadership appointments underscore the continued momentum of Genesys across APAC. During fiscal year 2025, in APAC, Genesys Cloud grew to supporting over 1,400 customers with nearly 30% growth in users year-over-year, including some of the region's most recognised customer-centric brands, including Atomy, Beyond Bank, Maxicare, Zensar Technologies. Meanwhile, the shift toward automation is accelerating across the region with organisations driving more self-service interactions. This is evidenced by a 120% year-over-year increase in AI chatbot sessions and a more than 250% year-over-year surge in AI voicebot minutes during the same period. Strengthening its regional footprint, Genesys has made investments in both infrastructure and talent, with a growing team of over 1,500 employees in APAC. Currently, Genesys offers full-service cloud availability in five Amazon Web Services (AWS) Regions in APAC including AWS Asia Pacific (Mumbai), AWS Asia Pacific (Seoul), AWS Asia Pacific (Tokyo), AWS Asia Pacific (Osaka) and AWS Australia (Sydney), with more locations expected in the future. It also provides satellite availability in AWS Asia Pacific (Singapore), AWS Asia Pacific (Hong Kong), and AWS Asia Pacific (Jakarta). This regional presence enables Genesys to help businesses meet data privacy and regulatory requirements across APAC. About Genesys Please visit Media Contact Manali Pattnaik Director APAC Communications, Genesys +65-8321 7924 View original content: SOURCE Genesys Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
14-05-2025
- Business
- Business Wire
Redefining Hospitality through Innovation: Genesys Cloud Elevates the IHG Guest Experience
SAN FRANCISCO--(BUSINESS WIRE)-- Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, announced that the Genesys Cloud™ platform is helping IHG Hotels & Resorts, one of the world's leading hotel companies, take its guest services to new heights and create more memorable stays. IHG has unified its global call center operations on Genesys Cloud, modernizing how it delivers consumer experiences. With Genesys, IHG can orchestrate personalized, world-class service to further differentiate itself with more thoughtful, empathetic hospitality. A recent Genesys study revealed that 56% of respondents rated Hospitality and Travel as having the best customer service. With so many brands vying for attention, standing out means getting the experience right every time. Backed by Genesys Cloud, IHG is differentiating itself by setting a new bar for elevated, customized experiences that surpass guest expectations. From booking a stay in Rome, to requesting extra pillows in Paris, to upgrading a room in Kyoto, Genesys helps IHG enhance important touchpoints along the guest journey. 'IHG's decision to implement Genesys Cloud was driven by our commitment to enhancing the guest experience through cutting-edge technology and future-proofing our contact center capabilities,' said Mary Henderson, head of reservations and customer care technology at IHG Hotels & Resorts. 'This transition ensures we have a best-in-class solution that optimizes operations, engages guests and empowers our agents to deliver seamless service at scale.' Recently, IHG executed one of its largest-ever customer experience center transformations, migrating thousands of guest services agents and thousands of toll-free numbers across eight global sites— without any downtime. Behind the scenes, an enormous network of people, platforms and phone lines came together to ensure guests get answers faster than they can say, 'Late checkout, please.' ' With innovation at the heart of their guest experience, IHG is showing what modern hospitality looks like,' said Scott Cravotta, chief customer officer at Genesys. 'By tapping into Genesys Cloud, IHG has built a future-ready foundation, enabling them to enhance operational efficiency, optimize agent performance, and set a new standard for intelligent guest engagement in the hospitality industry.' To further enhance IHG contact center operations, Genesys is equipping the company with next-generation AI capabilities through its Genesys Cloud platform. Building on the successful deployment of advanced voice and digital channels, workforce engagement management, and intelligent routing, Genesys is enabling IHG to optimize operations, enhance self-service options and create more seamless guest interactions. This modernization journey is taking IHG to the next level of experience orchestration to elevate guest experiences and operational efficiencies. About Genesys Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
