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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.

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March 9, 2026
How to build your business case for AI
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How to build your business case for AI

Tell the strongest CX transformation story

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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

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March 9, 2026
Customer experience in the age of AI

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Customer experience in the age of AI

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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

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March 9, 2026
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025
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Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2025

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

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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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March 9, 2026
Four megatrends that could threaten your contact centre security
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Four megatrends that could threaten your contact centre security

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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

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March 9, 2026
Five ways leading brands use AI
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Five ways leading brands use AI

to improve customer experience and reduce costs

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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

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March 9, 2026
Evaluating security for cloud platforms
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Evaluating security for cloud platforms

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

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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

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March 9, 2026
The power and possibility of AI
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The power and possibility of AI

Enriching human connections

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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

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March 9, 2026
Embracing the cloud: Strategies for Indian financial institutions
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Embracing the cloud: Strategies for Indian financial institutions

A blueprint for digital transformation success

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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

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March 9, 2026
The call centre technology migration playbook
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The call centre technology migration playbook

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Your move to a new call centre shouldn’t be intimidating. This ebook covers the basic steps for a successful migration. Avoid pitfalls, slow deployment, operational downtime and the hassles of migration. With proper planning and the key team members to assist in the transition, it can be easier than you think.

Make your call centre technology move confidently.

Ensure you have the right stakeholders and subject matter experts on the internal project team

Determine if your company’s network are compatible with your move

Work together to provide a clear path forward for implementation

Set expectations and get ready for go-live

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March 9, 2026

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