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  • The Forrester Wave™: Contact Centre As A Service Platforms, Q2 2025

    The Forrester Wave™: Contact Centre As A Service Platforms, Q2 2025

    Genesys recognised as a Leader — and cited for its ability to deliver a modern, highly scalable platform with advanced AI capabilities

    With rising pressure to prove ROI, businesses are prioritising artificial intelligence (AI) strategies that drive immediate, measurable results. In a 2024 Genesys study, more than 50% of customer experience (CX) leaders surveyed believe that adopting AI will improve customer loyalty and boost financial outcomes in the next five years.

    The right AI solution can transform how businesses interact with customers, streamline processes and deliver more personalised, seamless customer journeys.

    The 2025 Forrester Wave™ for Contact Centre as a Service is a valuable resource for organisations looking for ways to leverage AI and align technology with their long-term CX strategy. It evaluates 10 providers based on key criteria — including AI architecture — helping businesses identify the platforms best suited for their needs.

    Genesys was recognised by Forrester as a Leader and cited for delivering advanced AI capabilities, powerful tools for agents and an architecture that can improve contact centre performance.

    Access the report now and get the insights you need to shape your AI strategy and deliver impactful customer experiences. You’ll also unlock:

    • How Forrester evaluates 10 technology providers
    • Insights on how to choose a solution that supports your critical use cases
    • How providers compare across key criteria like generative AI support, omnichannel routing and quality management

    The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – The Forrester Wave™: Contact Centre As A Service Platforms, Q2 2025

  • Le guide essentiel de l’UEBA

    Le guide essentiel de l’UEBA

    Les cyberattaques les plus sophistiquées peuvent être très difficiles à

    détecter, en particulier lorsqu’elles proviennent de l’intérieur. Si les règles

    de corrélation rédigées par des humains parviennent effectivement à

    repérer certains comportements malveillants, elles ne suffisent pas à

    identifier 100 % des menaces dans un environnement.

    La clé : une solution d’analyse du comportement des utilisateurs et des

    entités (UEBA). Cette technologie de sécurité aide les entreprises à

    localiser les menaces connues, inconnues et invisibles grâce à des

    références comportementales multidimensionnelles, à l’analyse des

    groupes de pairs dynamiques et au machine learning non supervisé.

    Téléchargez le Guide essentiel de l’UEBA pour découvrir comment une

    solution UEBA peut aider votre équipe de sécurité à :

    • détecter les menaces inconnues et les comportements anormaux,
    • gagner en visibilité et obtenir des informations contextualisées pour

    évaluer rapidement les risques et agir en conséquence,

    • simplifier et harmoniser les investigations et les workflows de réponse

    aux incidents pour accroître l’efficacité du SOC.

    Veuillez remplir le formulaire pour

    télécharger :

    22EFC1-Splunk-Le guide essentiel de l'UEBA

  • Critical Capabilities for Contact Centre as a Service

    Critical Capabilities for Contact Centre as a Service

    Genesys is recognised in the Critical Capabilities report — and received the highest use case scores for High-Volume Customer Call Centre, Customer Engagement Centre and Global Contact Centre.

    The Gartner® Critical Capabilities report provides customer service leaders with a short list of contact centre solution providers to evaluate against their business needs and the critical differentiators to consider when selecting the right platform.

    Genesys is proud to be recognised with the highest scores in three of five of these critical differentiators, or Critical Capabilities Use Cases: High-Volume Customer Call Centre, Customer Engagement Centre and Global Contact Centre.

    We believe this recognition underscores how Genesys provides an AI-powered solution that empowers organisations globally to unlock real value by transforming disconnected interactions into seamless, AI-powered customer experiences.

    Download the full Gartner report and gain access to:

    • An evaluation of the ability of nine Contact centre as a Service providers to deliver across five use cases
    • Insights on how to analyse a vendor’s ability to support high-volume and global operations
    • A vendor short list to streamline your contact centre buying process

    Genesys is proud to be recognised with the highest scores in three of five Critical Capabilities Use Cases: High-Volume Customer Call Centre (3.99/5), Customer Engagement Centre(3.94/5) and Global Contact Centre (4.13/5).

    Gartner, Critical Capabilities for Contact Centre as a Service, Jason Bridge, Drew Kraus, et al., 10 September 2025

    Source: Gartner, Magic Quadrant for Contact Centre as a Service, Drew Kraus, Jason Bridge, et al., 8 September 2025

    GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used here with permission. All rights reserved.

    Gartner does not endorse any vendor, product or service shown in its research publications, and does not advise technology users to choose only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, regarding this research, including any warranties of merchantability or suitability for a specific purpose.

    This graphic was published by Gartner, Inc. as part of a larger research document and should be assessed in the context of the entire document. The Gartner document is available upon request from Genesys.

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Critical Capabilities for Contact Centre as a Service

  • Uplevel Your Analysts With AI

    Uplevel Your Analysts With AI

    Security teams are under pressure like never before. They face

    increasingly complex environments, a relentless surge in sophisticated

    AI-driven attacks, evolving compliance demands, and exploding data

    volumes that create silos and blind spots. At the same time, the ongoing

    talent shortage leaves teams stretched thin.

    This guide explores how generative AI supports SOC teams, helping

    them work smarter, reduce burnout, and stay in control — without losing

    the human touch in security investigations.

    Download your copy of Uplevel Your Analysts With AI to learn how you

    can use generative AI to:

    • Uplevel analyst expertise and ability.
    • Save time and streamline investigations.
    • Increase TDIR efficiency.

    Ready to learn where to use — and not to use — generative AI to bring

    comprehensive context and interpretation, rapid event detection, and

    greater productivity with human-assisted automation to your security

    team? Download your copy of Uplevel Your Analysts With AI now.

    Please fill out the form below to access the content:

    22EFC1-Splunk-Uplevel Your Analysts With AI

  • 7 Customer Stories that will Bend your Mind

    7 Customer Stories that will Bend your Mind

    Discover how industry leaders are solving complex challenges with

    Splunk. From securing sensitive data to transforming public services and

    accelerating scientific breakthroughs, organizations across the globe are

    customizing Splunk to drive real business outcomes.

    This collection of customer stories showcases how flexibility and

    innovation go hand-in-hand — because when one size doesn’t fit all,

    custom use cases can unlock next-level performance.

    Download your complimentary copy of The Power of Customization: 7

    Customer Stories That Will Bend Your Mind to learn how to:

    • Reduce threat response times by 80% and cut false positives nearly

    to zero.

    • Save millions through streamlined operations and real-time data.
    • Accelerate innovation with automated, intelligent monitoring across

    teams.

    Please fill out the form below to access the content:

    22EFC1-Splunk-7 Customer Stories that will Bend your Mind

  • Discover how industry leaders are redefining CX with AI

    Discover how industry leaders are redefining CX with AI

    Get inspired by five trailblazing organisations transforming customer and employee experiences with AI-powered innovations

    Elevate your customer and employee experience strategies with insights from real success stories from Modivcare, Kiwibank, Virgin Atlantic, King Price Insurance and Western Sydney University.

    Learn how these trendsetters achieved measurable results with AI and cloud technologies, including:

    • Up to $50M in cost savings
    • 63% growth in digital channel engagement
    • 45% reduction in abandoned calls

    This eBook showcases how cutting-edge AI and cloud technologies are driving measurable impact across industries. Get ready to unlock actionable strategies to help you improve your customer and employee experiences.

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    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Discover how industry leaders are redefining CX with AI

  • Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025

    Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025

    Genesys named a Leader – and ranked No. 1 in innovation and growth in APAC

    Customer experience (CX) in Asia-Pacific is transforming — fuelled by automation, artificial intelligence (AI) innovation and the growing demand for personalised interactions. As organisations work to balance personalisation and performance at scale, AI-driven CX platforms are redefining how enterprises orchestrate engagement across every channel.

    The Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025 report evaluated 19 providers based on their market share, innovation capabilities, robust client support and commitment to local market presence to help business leaders identify the technologies and partners driving measurable CX outcomes across the region.

    Genesys was once again recognised by Frost & Sullivan as a market leader, earning the highest scores on both the Growth and Innovation indices.

    Access the full Frost & Sullivan report and explore:

    • Company profiles for 19 providers
    • Actionable insights to future-proof your CX strategy
    • Key trends for markets like Japan, India, Australia and Southeast Asia

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    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025

  • Why companies choose Genesys Cloud for AI and automation

    Why companies choose Genesys Cloud for AI and automation

    See why companies worldwide succeed with our industry-leading AI capabilities

    Transform your business with Genesys Cloud AI

    Looking for a customer experience (CX) solution with advanced, built-in artificial intelligence (AI) technology to revolutionise your customer and employee experiences? Discover how Genesys Cloud AI delivers secure, compliant and contextual customer interactions that are virtually effortless to set up and manage. This ebook highlights the powerful AI-driven tools that enable organisations to improve operational efficiency and achieve faster ROI — while maintaining the highest standards of data security and regulatory compliance.

    Find out why top brands trust Genesys Cloud AI for seamless CX transformation. Download this ebook to learn more.

    After reading, you will:

    • Understand the benefits of natively integrated AI tools
    • Recognise how AI drives personalised, efficient interactions
    • Be prepared to implement AI for quick efficiency gains

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    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Why companies choose Genesys Cloud for AI and automation

  • Three ways to level up your IT operations

    Three ways to level up your IT operations

    Unlock your potential to shape the future of customer experience. New technologies can expand your primary focus beyond maintenance tasks, empower business users and help transform your IT role.

    Forge the future of IT-driven CX

    Are you an IT leader yearning to break free from the chains of constant maintenance and ad hoc tasks to embrace a more strategic, influential role within your organisation? This comprehensive ebook — filled with specific, practical advice — can help. It details how embracing innovative contact centre tools and cloud-native architectures can alleviate many of your day-to-day IT burdens — and reignite your own strategic and creative potential.

    Learn how simplifying your customer experience (CX) tech stack creates the freedom to innovate, enabling you to move beyond just maintaining systems to truly shaping them, enhancing agility and delivering enduring value. Discover the significant impact a forward-thinking tech strategy can have on the quality of customer experiences your organisation provides. If you’re ready to shift from a reactive to a proactive stance and help lead your organisation’s tech-driven future, this ebook is a valuable resource.

    Download it today and take the next step in your IT leadership journey.

    After reading, you will:

    • Know how to simplify your CX architecture
    • Stop rolling your eyes at the word “innovate”
    • Understand why IT has to lead CX strategy

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    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Three ways to level up your IT operations

  • The AI-Powered Experience Orchestration playbook

    The AI-Powered Experience Orchestration playbook

    Your guide to winning in today’s competitive customer experience landscape

    Go beyond automation – elevate every interaction

    Traditional customer experience (CX) strategies can’t keep up with rising customer expectations. Today’s customers view brands as a single entity delivering one experience, but many businesses still manage channels as distinct interactions and contacts – creating disjointed experiences that drive customers away.

    AI-Powered Experience Orchestration is essential for brands to win in today’s competitive CX landscape. It’s not just about automating tasks; it’s about intelligently coordinating interactions, data and technology in real time to deliver the next level of experience.

    Download the playbook to explore:

    • The value of AI-Powered Experience Orchestration: how it increases customer loyalty and reduces costs
    • The levels of experience orchestration: how to advance from basic automation to orchestrated experiences
    • Industry-specific insights: how businesses across industries can leverage experience orchestration to create frictionless experiences

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    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – The AI-Powered Experience Orchestration playbook