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  • 2026 Benchmark Report

    2026 Benchmark Report

    Based on 1,293 conversations with manufacturers and distributors, this

    report reveals five interconnected warehouse operations problems

    hiding behind a false sense of adequacy.

    Key findings:

    • Most companies operate at 85-92% inventory accuracy (costing six

    figures annually in discrepancies)

    • ERP data runs 8-24 hours behind reality due to batch processing
    • Warehouse staff spend 2-4 hours daily on manual data entry
    • Growth creates a “doom loop” where 30% more volume requires

    disproportionately more headcount

    • Compliance requirements (FDA, customer audits) can’t be met with

    paper-based systems

    The report uses composite personas drawn from real discovery calls to

    illustrate how these problems are fundamentally people problems, not

    technology problems — and how the gap between perceived and actual

    performance is often $100K+.

    Please fill out the form below to access the content:

    838AB4-2026 Benchmark Report

  • Practical guide to creating a contact centre RFP

    Practical guide to creating a contact centre RFP

    Find the right partner so you can delight customers, engage employees and exceed business goals.

    Selecting a new contact centre vendor is a big decision. It’s also an exciting time for your organisation. There are a lot of new technologies available for your consideration, including cloud capabilities, omnichannel solutions, artificial intelligence (AI) and much more.

    This guide simplifies the evaluation process, gives answers to your unique business needs and compares top vendors side-by-side — all so you know you’re choosing the right partner for your organisation.

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Practical guide to creating a contact centre RFP

  • How to build your business case for AI

    How to build your business case for AI

    Tell the strongest CX transformation story

    Learn how AI can transform customer experience

    For all the advances in artificial intelligence (AI) and the attention it’s receiving, businesses often lack clarity in how they should use AI as a driver of customer experience (CX). Developing an AI business case is a process of discovery that informs both your short-term goals and your long-term strategy to maximise value.

    In this guide, we’ll show you where to focus your AI efforts to achieve results and what you need to do to make those results possible. You can improve efficiency with quick wins and balance that with a robust strategy — without AI being a disruptive experience.

    As you develop your business case, remember that AI is a means to achieve your goals; it’s not the goal itself. Use AI as a tool to organise your existing resources — people, knowledge and data — in the best way possible. A solid business case that’s unique to AI will set you on the path to transformation.

    Highlights

    • Build consensus and alignment among stakeholders
    • Determine which use cases make sense now and which to save for later
    • Use metrics to show how changes will impact people, processes and workflows
    • Quantify the business value so you can tell a compelling story

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – How to build your business case for AI

  • Customer experience in the age of AI

    Customer experience in the age of AI

    Artificial intelligence (AI) is redefining how consumers and business leaders view customer experience (CX) — and it’s rapidly becoming indispensable.

    More than 80% of CX executives believe AI will be a clear differentiator for their organization in the future and 59% say adopting AI in customer experience will lead to increased customer loyalty and lifetime value, according to the report “Customer experience in the age of AI.”

    Businesses that fail to weave AI strategies into the fabric of their experience operations risk falling behind competitors, losing customers and demotivating employees.

    This report explores how to make AI work for your customers, your employees and your organization

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Customer experience in the age of 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

    Please complete the form to access/download the content

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

  • Four megatrends that could threaten your contact centre security

    Four megatrends that could threaten your contact centre security

    Contact centres are quickly evolving to keep up with rapid technological changes, including the rise of generative artificial intelligence (AI). And the security measures they use to safeguard their customers, employees and company need to keep up, too.

    Download this ebook and explore:

    • Four megatrends changing how businesses operate
    • The business benefits and security risks of AI
    • Strategies to overcome potential threats
    • Questions to ask vendors to assure cloud network security

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Four megatrends that could threaten

  • Five ways leading brands use AI

    Five ways leading brands use AI

    to improve customer experience and reduce costs

    For years, artificial intelligence (AI) has been touted to handle many issues with customer experience and organisational efficiency. There truly are countless ways to use AI to improve customer service and experience.

    If you’ve ever wondered where to start or how to maximize the value of AI capabilities, you’re not alone.

    Download the ebook to learn how five brands use AI to:

    • Increase customer and employee satisfaction, as well as productivity
    • Reduce cost to serve and improve efficiency
    • Transform contact centres into care centers

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Five ways leading brands use AI

  • Evaluating security for cloud platforms

    Evaluating security for cloud platforms

    Choose a platform with a world-class security stance that safeguards data for personalisation at scale

    Running your business on the cloud primes you for innovation. Your developers have built-in support for exploring new technology and spend less time on mundane tasks. And your agents have access to the data they need to address customer issues. You win all the way around.

    But concerns about data and system security threats remain. Choose your platform wisely with a foundation you can trust — and you’ll be better prepared for the unexpected.

    Review our recommendations for platform security best practices and make your move with confidence.

    Use our recommendations and look for:

    • Independent certifications to protect data
    • Periodic review of privileged user access
    • Use of a GDPR API
    • Internal service threat monitoring

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – Evaluating security for cloud platforms

  • The power and possibility of AI

    The power and possibility of AI

    Enriching human connections

    Today, contact centres increasingly use AI to improve performance, boost efficiency and deliver a more individualised, empathetic customer experience at scale. Early AI adopters are now reaping the rewards of those investments. And, as the competitive advantages of AI expand, adoption is accelerating.

    As new AI technologies continue to emerge, they’ll undoubtedly transform the way we work, augmenting and improving how we deliver customer experiences in the contact centre. Start your transformation with a foundation that makes it simple to unify all your interactions, across your entire ecosystem: the Genesys Cloud™ platform.

    If you’re not leveraging the power of AI — or thinking ahead about how to build your foundation for innovation — it’s time to rethink your strategy.

    After reading, you will:

    • Learn from first-generation AI deployments
    • Deepen your understanding of key strategies
    • Get insights from use cases with proven results

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – The power and possibility of AI

  • Embracing the cloud: Strategies for Indian financial institutions

    Embracing the cloud: Strategies for Indian financial institutions

    A blueprint for digital transformation success

    Achieve digital leadership, regulatory compliance and operational resilience

    The Indian financial services landscape is undergoing rapid digital transformation. Discover how your financial institution can leverage strategic cloud adoption to achieve regulatory compliance, enhance cybersecurity, optimise operational resilience and deliver superior digital customer experiences.

    Whether you’re starting your cloud migration or optimising existing investments, this guide empowers Indian banks, NBFCs and insurance companies with best practices to leverage advanced cloud and AI technologies.

    With the insights in this guide, you can:

    • Ensure regulatory compliance
    • Strengthen cybersecurity
    • Enhance operational resilience
    • Drive customer loyalty
    • Accelerate innovation
    • Optimise investments

    Please complete the form to access/download the content

    915BF6-Genesys Cloud Services Pty LtdGenesys ANZ- India 2026 – 2026 Buyer’s Guide for AI and CX