Latest news with #GenesysCloud™
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
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.
Associated Press
29-04-2025
- Business
- Associated Press
Invoca PreSense Now Available on Genesys AppFoundry
Invoca PreSense combines with the Genesys Cloud™ platform to give customers the power to drive more efficient revenue growth by connecting digital marketing teams to the contact center SANTA BARBARA, Calif., April 29, 2025 /PRNewswire/ -- Invoca, the leader in revenue execution platforms, today announced its PreSense solution is now available on the Genesys AppFoundry®, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. Invoca PreSense makes it easy for Genesys customers to orchestrate optimal experiences for consumers who call after engaging with their digital advertising campaigns on Google, YouTube, Facebook, Instagram, TikTok, and other channels. The company's solution enables contact centers to increase conversion rates and revenue by using real-time intent data from a caller's digital ad clicks, website behavior, and shopping cart to route them to the right agent while arming those agents with insights to drive more revenue. 'Every call to a contact center is a moment of truth where the business either wins or loses a customer,' said Cathie Frazzini, VP of Global Partnerships and Alliances at Invoca. 'Everything hinges on the experience. Invoca PreSense helps contact centers grow revenue by aligning with digital marketing teams to orchestrate winning end-to-end experiences at scale, from ad click to call to conversion.' DIRECTV uses Invoca PreSense with Genesys to dynamically route callers based on their engagement with the company's digital advertising and website. When a DIRECTV agent picks up the phone, they know what campaign the caller clicked on, what's in their cart, what features they're interested in, and what webpages they've visited, leading to more efficient conversations and better outcomes. Using PreSense, DIRECTV has improved sales call conversion rates by 110%. Invoca's application is now available with Genesys Cloud™, the AI-powered Experience Orchestration platform. With Genesys Cloud, organizations can coordinate every interaction and touchpoint through a full suite of omnichannel options, built in employee experience, native and turnkey AI and end-to-end journey optimization. As the trusted platform born on the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer at the right time. PreSense is part of Invoca's solution for contact centers to measure and optimize revenue generation. The solution also includes AI-powered quality management that scores agent performance on every call, correlating behaviors to outcomes and identifying coaching opportunities to boost conversion rates and efficiency across the contact center. To learn more about the specific features and benefits of Invoca PreSense, visit the AppFoundry listing and the Invoca blog. About Invoca Invoca is a revenue execution platform that connects marketing and sales teams to help them track and optimize the buying journey to drive more revenue. By using a comprehensive revenue execution platform with deep integrations with leading technology platforms, revenue teams can better connect their paid media investments directly to revenue, improve digital engagement, and deliver the best buyer experiences to drive more sales. With Invoca, top consumer brands, including AutoNation, DIRECTV, Mayo Clinic, Mutual of Omaha, and Verizon, experience unbelievable results powered by undeniable data. Invoca has raised $184M from leading venture capitalists, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures. For more information, visit View original content to download multimedia: SOURCE Invoca
Khaleej Times
13-03-2025
- Business
- Khaleej Times
Genesys and TeKnowledge join forces to transform AI-driven customer experiences on global scale
Genesys®, a global leader in AI-powered experience orchestration, and TeKnowledge, a leading provider of technology services specialising in AI, customer experience, and cybersecurity, have announced a strategic go-to-market partnership. This collaboration aims to help businesses worldwide seamlessly adopt secure, scalable, and flexible AI-driven customer experience (CX) solutions, enabling long-term business success. By integrating the advanced capabilities of the Genesys Cloud™ platform with TeKnowledge's expertise in advisory and professional services, digital upskilling, adoption, and managed services, the partnership will accelerate cloud transformation for organisations across industries. "We are partnering with Genesys because of its strong focus on innovation, customer-centricity, and a clear vision for the future of AI," said Aileen Allkins, president and CEO of TeKnowledge. "Genesys has developed a partner model that delivers greater value to businesses by providing the tools, support, and flexibility required to drive real impact - whether through accelerating AI adoption, strengthening security, or equipping teams with the skills of the future." "TeKnowledge is recognised for its deep customer focus and expertise in guiding organisations through the complexities of migrating from legacy on-premises systems to an AI-powered cloud future," said Larry Shurtz, chief sales officer of Genesys. "Its proficiency in AI, cybersecurity, and professional, skilling, and managed services helps us enhance the value we provide to Genesys Cloud customers, making adoption smoother and continuous optimisation easier." Genesys Cloud, trusted by businesses in over 100 countries, delivers industry-leading AI and digital solutions that enable organisations to scale personalised, end-to-end customer experiences. With AI-driven omnichannel engagement, intelligent routing, workforce engagement, and journey management, the platform offers enterprises a secure, scalable solution to enhance CX, improve employee efficiency, and maximise business ROI. Through TeKnowledge's network of over 19 global hubs and 6,000+ experts, organisations will benefit from a structured and scalable approach to AI-powered CX transformation. TeKnowledge's professional and managed services bridge the gap between vision and execution, aligning CX innovation with enterprise change management, security, and adoption strategies to drive measurable business impact. By combining cutting-edge technology with structured adoption strategies, Genesys and TeKnowledge aim to redefine CX, enabling businesses to move beyond implementation and fully operationalise AI, automation, and workforce upskilling. "Realising the full transformational potential of AI-driven customer experience is a journey that requires the expertise of trusted partners," said Bernie Arnason, industry director, ICT at Frost & Sullivan. "By combining Genesys' industry-leading cloud and AI capabilities with TeKnowledge's extensive experience in advisory, professional, and managed services, organisations can accelerate this transformation with confidence. This collaboration ensures businesses have the strategic guidance, security, and scalability required to drive long-term success in an evolving digital landscape."
