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09/19/2024 New Genesys Report: 70% of CX Leaders Identify AI as Crucial, but Only 34% Agree Their Organization Currently Has Knowledge and Expertise to Adopt AI Despite broad recognition of AI’s importance, companies are missing out on key innovations SAN FRANCISCO, September 19, 2024 – A new research report from Genesys® found that AI is rapidly becoming indispensable for companies aiming to stay competitive in the customer experience (CX) landscape. The report, “Customer experience in the age of AI,” revealed a staggering 70% of CX leaders surveyed identify AI as crucial to their CX operations in the next two to three years. Despite this, the findings also expose a surprising unreadiness and underutilization of AI’s more advanced capabilities, presenting both a challenge and an opportunity for businesses looking to stay ahead in an increasingly competitive market. The research underscores the belief that AI is no longer just a buzzword or an optional tool — it’s a strategic necessity. According to the report, 70% of CX leaders already recognize the critical role AI plays in making customer journeys more empathetic and personalized. Moreover, 59% of these leaders believe that integrating AI into their operations will significantly boost customer loyalty and lifetime value in the next five years. This marks AI as not just an enhancement but also as a transformative force that can reshape how businesses interact with and retain customers. “AI is revolutionizing the customer experience by enabling companies to deliver more personalized, efficient and empathetic interactions at scale,” said Janelle Dieken, SVP of customer advocacy at Genesys. “Our research shows that businesses that fail to integrate AI into their CX strategies risk falling behind in a highly competitive landscape.” The research underscores that while AI-powered tools such as chatbots are widely adopted, many companies have yet to fully explore AI's potential in areas like journey management, auto-summarization and sentiment analysis. Currently, only 23% of CX leaders are using AI for customer journey management, and a mere 22% use it for sentiment analysis. These underutilized areas represent significant opportunities for businesses to deepen their customer relationships and drive greater engagement. According to Gartner®, “by 2026, 50% of customer service and support organizations will have implemented GenAI-driven virtual assistants (VAs) for agent assistance and customer-facing tasks.” Genesys believes this highlights the need for companies to expand their AI capabilities beyond chatbots and explore more advanced applications. The new Genesys report also highlights AI’s dual benefits: improving not only customer interactions but also the employee experience. Sixty-six percent of CX leaders expect that greater AI adoption will lead to increased employee engagement, demonstrating its potential to influence operations across teams and customers. With the importance of AI growing rapidly, the research reiterates the urgency for businesses to act now. While 70% of CX leaders recognize AI will be crucial to their operations in the next three years, a large percentage are still in the early stages of implementation. Only 34% of CX leaders agreed that their organization has the knowledge and expertise to effectively adopt AI. The remaining 66% reported mixed readiness with responses varying from somewhat agreeing to disagreeing entirely. The report warns that delaying AI adoption could lead to a significant competitive disadvantage as other companies use AI to create more personalized, efficient and engaging customer experiences. In the US and Canada, 43% of CX leaders expect AI to help them retain market leadership. The gap between early adopters and those who lag could quickly become too large to close. To explore the detailed findings and learn how to leverage AI to transform both customer and employee experiences, read the full report, “Customer experience in the age of AI,” here. Gartner®, “Innovation Insight: Generative AI Chatbot to Improve CX and Agent Productivity,” Uma Challa, 23 April 2024. Gartner is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. Research Methodology: Genesys conducted a global survey of 1,000 director-level or higher CX leaders involved in CX strategy decisions. The Computer Assisted Telephone Interviewing (CATI) survey, prepared by Method Research and distributed by PureSpectrum, was conducted between February 23 and April 1, 2024. Respondents came from diverse regions, roles and company sizes. 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Media Contacts  Carlee Wendell Carlee.wendell@genesys.com Method Communications genesys@methodcommunications.com

9/12/2024 Genesys First Half 2025 Success Heightened by AI Demand AI represented more than 10% of Genesys Cloud bookings during the period SAN FRANCISCO — Sept. 12, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, today reported strong results for the first half of its fiscal year 2025 (Feb. 1 – July 31, 2024). The Genesys Cloud™ platform surpassed $1.6 billion annual recurring revenue (ARR)i for the second quarter of this fiscal year, growing more than 35% year-over-year with exceptional demand for its AI capabilities. Genesys Cloud AI continues to be an industry leader in growth and innovation, demonstrated by accelerated customer adoption of standalone AI products that contributed to more than 10% of Genesys Cloud bookings during the first half of the fiscal year, including as part of all its top 10 deals during the period. As more organizations invest in Genesys Cloud to deepen automation, personalization and analytics, the number of deals over $1 million annual contract value (ACV) that included AI was up more than 3X year-over-year. Notably, the average ACV of Genesys Cloud deals during the period that included AI was more than 5X larger than deals without AI. First Half Fiscal Year 2025 Business Highlights: Genesys Cloud Net Revenue Retention (NRR) continued to exceed 120%. New customer bookings on Genesys Cloud increased over 45% year-over-year. As the vendor of choice for large enterprises, the average number of unique agents for each of the top 50 Genesys Cloud customers increased to nearly 11,500 during the second quarter, a more than 25% increase year-over-year. Genesys had strong profitability and positive free cash flow during the period, with over $900 million of total liquidity as of July 31, 2024, consisting of cash on hand and an unused revolving credit facility. Research and development (R&D) investment in Genesys Cloud was nearly $325 million over the last 12 months to support the continued high-velocity innovation for its customers. Genesys sustainability practices helped influence more than $150 million in new and sustained business. Genesys was recognized as a Leader in the IDC MarketScape: Worldwide Contact Center-as-a-Service Applications Software 2024 Vendor Assessment.ii Additionally, IDC ranked Genesys first for 2023 market share in the IDC Worldwide Contact Center Applications Software Market Shares 2023 report.iii Forrester named Genesys as a Strong Performer in The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024.iv The company is the only vendor to earn the highest score possible in the security criterion, defined as superior relative to others in the evaluation. “This remarkable performance reflects our ongoing commitment to innovation and our ability to meet the evolving needs of our customers,” said Tony Bates, chairman and CEO of Genesys. “We are at the forefront of revolutionizing customer and employee experiences by enabling organizations to harness the power of AI to drive loyalty and business outcomes. We believe the growing customer adoption of Genesys Cloud demonstrates our continued leadership in taking the contact center industry into a future grounded in AI-powered experience orchestration.” More than 6,000 organizations have turned to Genesys Cloud to elevate their customer and employee experiences, including Best Buy Health, General Medical Council, Netherlands Police, Peabody Housing Association and Qualfon. Highlighted customer success stories include: The City of Clearwater transformed how it delivers utility services to residents by implementing Genesys Cloud. In the first two weeks alone, the City’s Utility Customer Service Division improved answer rates from 47% to 98%. Abandoned calls are now down 50 percentage points and employee turnover rates have fallen from 40% to near zero. Now, the organization is implementing Genesys Cloud AI to further transform its customer and employee experiences. Equatorial Energia, one of the largest companies in the electric sector in Brazil, orchestrated over 7 million interactions through Genesys Cloud in seven different states within the country, resulting in a sales conversion rate of 9.4%. As part of the transformation, Equatorial integrated Genesys Cloud AI to enable its virtual assistant, “Clara,” offering more empathetic and efficient services, and aiding the improvement of customers successfully opening service requests by more than 20 percentage points to 86%. The Home Office, which manages one of the UK’s largest contact centers by interaction volume, migrated 22 locations onto Genesys Cloud in less than three months. With a vision to deliver convenient and empathetic services for citizens and employees, the Home Office has already achieved a 15% reduction in call handle times and a 37% increase in agent satisfaction. I-Net Support Co., Ltd. has implemented Genesys Cloud, transitioning its contact center infrastructure from on-premises to the cloud. This shift enables I-Net Support to enhance its operations with greater flexibility and improved efficiency, including the reduction of setup time for new projects from two weeks to less than one. Looking ahead, I-Net Support plans to drive digital transformation by leveraging Genesys Cloud AI, expanding into non-voice areas and enhancing system integrations. Itaú Bank Chile recently transformed its contact center and digital branches by evolving from legacy solutions and consolidating onto the all-in-one Genesys Cloud platform. After migrating, Itaú Bank has lowered operation costs and shortened implementation time for new functions. Magenta Telekom in Austria, one of the largest telecommunications providers in the region, selected Genesys Cloud to provide the stable and proven technology foundation it needed to enable a seamless, effective customer experience today and fuel advanced AI innovation in the future. To progress its vision to orchestrate the best experiences, Magenta will also leverage unique CRM system integrations to gain richer insights, boost productivity and streamline customer interactions. Rainmaker, a Finnish business process outsourcer, has enhanced its sales and service success using Genesys Cloud and Genesys Cloud AI innovations, including predictive routing, workforce engagement management and chatbots. The AI-driven transformation resulted in a 115% increase in sales, a 28% improvement in first-contact resolution and a 20% cost reduction. Saudia, the Kingdom of Saudi Arabia’s award-winning airline, adopted the Genesys Cloud AI-powered experience orchestration platform to transform the experiences of its guests and employees alike. Results include a 20% increase in guests using digital channels, a 13% uplift in self-service and 15% cost savings through consolidation of its previous technology stack. 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.   Media Contacts Janelle Dickerson Janelle.Dickerson@Genesys.com Method Communications Genesys@Methodcommunications.com   iAnnual Recurring Revenue (ARR) is defined as Genesys Cloud quarterly revenue multiplied by four iiIDC, IDC MarketScape: Worldwide Contact Center-as-a-Service Applications Software 2024 Vendor Assessment, Doc # US52302923, June 2024 iiiIDC, Worldwide Contact Center Applications Software Market Shares, 2023: It's a Cloud World, Doc #US52322824, June 2024 ivForrester Research Inc., The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024, Joana de Quintanilha, June 10, 2024

09/12/2024 Genesys Announces Continued CX Cloud Momentum through Strong Customer Adoption, Expanded Availability and Global Expansion In just one year, Genesys closed more than 75 CX Cloud deals with diverse enterprises desiring to unify their data, bots and channels for smarter end-to-end customer and employee experiences Global leaders in CCaaS and CRM expand CX Cloud with availability for Sales, Financial Services and Health Clouds; new languages; and added channel support, enabling global companies to orchestrate personalized experiences SAN FRANCISCO, September 12, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, today announced an expanded collaboration with Salesforce (NYSE: CRM), the #1 AI CRM, to revolutionize customer and employee experiences across sales, healthcare and financial services at Dreamforce 2024. Together, the companies are helping organizations streamline customer interactions, boost employee productivity and gain richer insights by furthering the unification of data and orchestration through capabilities now tailored to specific industries and roles. The enhanced CX Cloud solution from Genesys and Salesforce empowers global users of Sales Cloud, Health Cloud and Financial Services Cloud to deliver faster, more personalized customer experiences. To reinforce the companies’ commitment to driving innovation and business success, Genesys and Salesforce are highlighting expanded CX Cloud availability, bringing comprehensive experience orchestration and workforce engagement management capabilities to more industries and business units. Last September, the companies first announced the solution integrating the Genesys Cloud™ platform with Salesforce Service Cloud to help customers spanning global enterprises to midsize regional businesses to unify their data, agents, bots and communication channels for smarter end-to-end customer and employee experiences. Since launching, more than 75 CX Cloud deals have been closed with a diverse set of organizations, including AAA Washington, a Fortune 500 global workplace technology provider and a major luxury retailer. Expanded availability is now available for the following: Sales Cloud: Using the outbound voice campaign capability from Genesys Cloud, sellers can create the personalized, high-touch relationships needed to increase bookings and exceed revenue targets by automating lead prioritization and initiating outreach directly from Sales Cloud. New voice capabilities allow sellers to create opportunities while helping companies comply with the Telephone Consumer Protection Act and Payment Card Industry Data Security Standards. Health Cloud: Confidential data sharing, enhanced routing and improved digital communications with HIPAA compliance empower care teams to deliver empathetic and efficient interactions to patients and members. The integration enables enhanced patient access, such as scheduling and appointment adherence, specialist coordination, post-care follow-ups, and more. Financial Services Cloud: With CX Cloud, financial services institutions can deliver a more flexible, personalized and intuitive service for all clients. By connecting important data like financial records, claims and policy information into a single unified view, the integration streamlines the employee user experience, provides collaboration opportunities and helps facilitate deeper relationships with clients. Genesys Adds Digital Channels and Expands Language Support for CX Cloud Genesys also announced native digital channels, including web messaging and SMS, for CX Cloud, building on existing Genesys Cloud voice capabilities for the solution. CX Cloud users can now bring their own digital and voice channels from Genesys Cloud, helping them manage and measure customer interactions more seamlessly. Additionally, Genesys is expanding support for global organizations through CX Cloud availability in 20 languages, including Spanish, Chinese, Japanese, German and French. Organizations also benefit from the global capabilities of the CX Cloud solution that is available in 20 Genesys Cloud regions powered through Amazon Web Services. Comments on the News “Siloed channels, data and departments have diminished quality customer service for decades, and together Genesys and Salesforce are working to change that. Joint customers can take advantage of this expanded, industry-first collaboration that goes beyond a simple telephony integration to take their customer and employee experience above and beyond. By working with Salesforce and other enterprise platforms, Genesys is uniquely positioned to help organizations better synchronize customer data across systems and fuel the next generation of experience orchestration.” - Oliver Jouve, chief product officer at Genesys  “With our company strategy emphasizing ‘Helpful Tech, Human Touch,’ AAA Washington has a long history of providing exemplary member experiences with highly skilled service agents and sales staff. As part of a progressive strategy, we are embracing solutions that enable us to support our members digitally and strengthen that experience through our signature support from the AAA Washington team. We see CX Cloud from Genesys and Salesforce as a strategic solution that will help us realize this vision.” - Jim Ryan, chief information officer at AAA Washington  “Organizations are asking for more connected solutions to improve both customer and employee experiences while reducing operating costs and accelerating time to value. Genesys and Salesforce have responded to this growing need in the market with their continued innovation around the CX Cloud solution. CX Cloud enables organizations to create personalized and consistent customer experiences, increase agent efficiency and consolidate systems with a single, native solution.” - Andy Haas, managing director and CCaaS practice leader at Deloitte Consulting LLP Genesys Sponsoring, Exhibiting and Speaking at Dreamforce 2024 Genesys is a Groundbreaker-level sponsor at Dreamforce 2024. Genesys is exhibiting at booth #407. In addition, Genesys will demo CX Cloud solution enhancements at the following time: Session: Demo: Grow Revenue with CX Cloud from Genesys and Salesforce Time: Wednesday, September 18 at 2:00 PM—2:20 PM PT Location: Moscone North, LL, Campground, Theater 4 Presenters: Rian Logan, senior solution architect, Genesys Mathew Danish, senior principal solution consultant, Genesys Kevin Mousseau, principal solution engineer, Salesforce Abstract: No frills, no fluff; just a live demo. Unlock new opportunities and improve sales KPIs with AI-powered digital engagement, routing and outbound campaigns from CX Cloud — now available on Sales Cloud. Salesforce, Dreamforce, Data Cloud, Financial Services Cloud, Health Cloud, Industry Cloud, Sales Cloud, and others are among the trademarks of Salesforce, Inc. 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. © 2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCNow, 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. Media Contact: Marielle Sedin 510-967-2964 marielle.sedin@genesys.com Method Communications Genesys@methodcommunications.com

08/06/2024 New Genesys Sustainability Report Highlights More Than 10% Organic Reduction in Emissions Year over Year   Company reaffirms goal to achieve carbon neutrality by 2030 and net-zero emissions by 2040 SAN FRANCISCO, August 6, 2024 — Genesys®, a global cloud leader in AI-powered experience orchestration, today released its Fiscal Year 2024 Sustainability Report (February 1, 2023–January 31, 2024). The report underscores the company’s commitment to driving a more sustainable future and highlights significant progress toward its environmental, social and governance (ESG) goals.  Genesys continued its momentum toward its goal to reach carbon neutrality by 2030 and net-zero emissions by 2040, with over a 10% organic reduction of emissions in fiscal year 2024 compared to the prior year. As part of the company’s ongoing efforts to provide sustainable, industry-leading innovations to its customers, Genesys previously announced that the operations of the Genesys Cloud™ platform are carbon neutral as of the beginning of the current fiscal year. This is a milestone achieved in part by the company’s expansion of customer access to more energy-efficient cloud services through use of Amazon Web Services (AWS) and investment in carbon credits with Rubicon Carbon to cover residual emissions.i  With its business strategy and product offerings working in synergy, Genesys believes it is well positioned to contribute to a more sustainable future. As organizations increasingly prioritize sustainable innovation, Genesys Cloud is at the forefront of this movement by enabling businesses to transition from on-premises solutions to a cloud environment. Increasingly, companies are valuing environmental considerations in the vendor selection process, demonstrated by a notable number of Genesys prospects and customers factoring sustainability in their purchase decisions. In fiscal year 2024, the company’s commitment to sustainability practices influenced over $200 million in new and sustained business. “The progress we’ve made in the past year demonstrates our dedication to creating a positive impact on the environment and society while driving company growth and responsible innovation," said Bridgette McAdoo, chief sustainability officer at Genesys. "We are proud of our achievements and remain resolute in continuing our journey toward a more sustainable future.” Driving Societal Impact  In addition to environmental accomplishments, the report illustrates the company’s dedication to driving societal impact through ethical AI innovation and community engagement initiatives. Genesys has made significant strides in setting the standard for secure and responsible innovation by strengthening its AI ethics guidelines and establishing a cross-functional AI Ethics Board to oversee these initiatives. Additionally, Genesys has partnered with the University of Galway to advance AI research, focusing on the detection and documentation of potential biases. This study aims to develop a chain of custody for data to better understand the spread of underlying biases and support more ethical and equitable forms of AI. Genesys continues to work toward creating a positive global impact through community initiatives and the use of its products for good. To support this mission, Genesys launched its Charitable Offer, providing qualified nonprofits with a 50% discount on services. This initiative aims to empower nonprofits to maximize their impact with the company’s innovative and reliable AI-powered experience orchestration platform. More than 9 million conversations between charities and people in need were powered by Genesys Cloud during the 2024 fiscal year. Diversity, Equity and Inclusion (DEI) remains a priority for Genesys as it strives to be a great place to work for everyone. This year, the company proudly surpassed 30% representation of women across its global workforce. Marking the strongest year of growth among underrepresented groups in the United States, 35% of all new hires identified as people of color. In its annual employee survey, the company achieved strong scores on inclusivity with an 89 out of 100 overall, 89 among women globally, and 86 among underrepresented groups in the US. Other notable achievements highlighted in the report include:    In 2023, Genesys opened a new R&D center in Budapest, which achieved LEED Gold status, exemplifying the company’s commitment to sustainable building practices and reducing its environmental impact.  Genesys has received high sustainability scores from the Carbon Disclosure Project (CDP) with a B score and a Gold Medal from EcoVadis, which reflects its ongoing efforts to lead the industry in sustainability practices.  Collectively, Genesys employees supported over 750 not-for-profit organizations in FY24 by logging more than 4,700 hours and donating over $150,000.    For a detailed look at the company’s initiatives and achievements, read the full fiscal year 2024 Sustainability Report here. 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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.  Forward-Looking Statements Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.  Media Contacts   Carlee Wendell Carlee.wendell@genesys.com   Method Communications genesys@methodcommunications.com