INDUSTRY WATCH
Genesys Cloud Copilot generated over 10X more summaries year-over-year, helping agents streamline routine tasks and save time so they can stay focused on customers.
• The number of knowledge articles surfaced on Genesys Cloud increased more than 4X year-overyear, enabling more effective resolution of customer issues through smarter automation and bettersupported agents.
• The number of bot conversations grew 2X yearover-year, as organizations position themselves to deliver more effective self-service experiences.
• The number of Genesys Cloud Web Messaging conversations increased by over 80 %, underscoring consumers’ growing preference to connect with businesses on digital channels.
• Building upon the Genesys Copilot suite and Virtual Agent, new AI capabilities for supervisors enable managers to automate tasks, optimize performance and surface real-time intelligence to help organizations scale and ensure quality for improved outcomes.
• Genesys Cloud Social expands on the Genesys Cloud platform’ s existing capabilities with public social media listening, enabling organizations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalized, connected experiences.
Organizations around the world continue to choose Genesys Cloud to help them level up their experience orchestration capabilities and deliver smarter, more empathetic customer experiences, including Xerox, Bank Australia, Banco de Crédito del Perú( BCP), Corendon, Getnet, InspirTEC, News Corp Australia, Security Bank and Tokio Marine.
Among highlighted customer success stories are:
• AAA – The Auto Club Group( ACG) has strengthened remote workforce support and eliminated the IT overhead tied to legacy onpremises infrastructure. Looking ahead, ACG plans to expand its use of Genesys Cloud AI-powered capabilities, including Agent Copilot real-time agent assistance and advanced voicebots to enhance self-service options.
• By unifying inbound and outbound voice, SMS and email on Genesys Cloud, Singaporean digital-first insurer Auto & General Insurance has seen major improvements in operational efficiency – reducing manual processes and optimizing support for its remote workforce.
• By unifying customer interactions and optimizing journeys through Genesys Cloud AI orchestration, Brazilian federal bank Caixa, serving 155 million people, aims to improve efficiency, reduce friction and enhance personalization. This commitment by Caixa to AI-powered automation enables a scalable, future-ready approach that can elevate customer satisfaction and strengthen its competitive position.
• With numerous deployments of the Genesys Cloud CX offering completed, global technology-driven business solutions and services company Conduent is delivering tailored digital-first roadmaps, using analytics to optimize agent performance and surface insights that drive measurable outcomes.
• Liberty Latin America – a telco serving LATAM and the Caribbean – implemented digital-first tools like predictive routing and Genesys Cloud Agent Copilot to empower over 2,000 agents and expanded its service across multiple markets. This shift led to measurable results, including a 34 % increase in self-service usage and 18 % annual savings in total CX costs.
• Using Genesys Cloud Web Messaging, Modivcare, the tech-enabled provider of supportive care services, has seen an increase in members engaging through digital channels and improved containment rates, resulting in revenue from digital bookings increasing by 150 %. By leveraging AI-powered capabilities such as Agent Assist and Workforce Engagement Management, Modivcare has realized $ 17 million in annualized value, which is projected to grow to $ 50 million within three years.
• Steinberg Diagnostic Medical Imaging( SDMI) implemented Genesys Cloud capabilities to elevate patient-centered care by automating routine tasks through virtual agents. SDMI now manages 4,000 additional patient calls each month and has reduced abandonment rates from 10 % to just 2.9 %.
Recent recognition of Genesys by analysts and customers includes:
• Leader in Forrester Wave: Contact-Center-As- A-Service Platforms, Q2 2025. The Genesys Cloud platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, GenAI and LLM support.
• Recognized in the Gartner Market Guide for Customer Journey Analytics & Orchestration for the sixth time in a row.
• Positioned by clients as a Customers’ Choice in the 2025 Gartner Peer Insights Voice of the Customer for Contact Center as a Service – achieving an overall average rating of 4.7 of 5 stars and a 94 %“ Willingness to Recommend” rating from verified reviewers. p
74 INTELLIGENTCIO APAC www. intelligentcio. com