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January 19, 2022

Looking to scale your business? Don't forget this key ingredient.

Tony Bates, CEO, Genesys, describes three key components to growing and organization.

January 11, 2022

How to bring empathy to your customer experience strategy

What empathy really means to customer experience, plus actionable advice on how to introduce it into your marketing strategy.

December 29, 2021

Empathy In The Workplace Is Not Only Walking In Someone’s Shoes— It’s Understanding And Taking Action

Tony Bates, CEO, Genesys leads the way of empathy in the workplace.

December 06, 2021

Genesys Gains $21 Billion Valuation in Latest Funding Round

Call center software provider Genesys Cloud Services Inc. raised $580 million at a $21 billion valuation.

November 15, 2021

Genesys and Google Cloud Partner to Push Multiple Clouds to Enterprises

Genesys and Google Cloud have expanded their partnership to help organizations improve their customer support operations.

June 04, 2021

Genesys Launches New Customer Engagement Platform

Learn more about Genesys’s newest platform, Genesys DX, a predictive engagement tool.

January 06, 2021

5 Ways to Treat Your Loyal Customers as VIPs

Joyce Kim, CMO, Genesys, breaks down the ways Genesys enhances the customer service experience, for both customer and employee.

December 22, 2020

Bay Area Tech Companies Switch Gears to Help Track COVID Vaccine Distribution

Tony Bates, CEO, Genesys, discusses how Genesys can help monitor the disbursing of COVID vaccines.

August 11, 2020

How the US Treasury Turned Fear of AI Into Love of Automation

In a recent online training webinar, GovLoop brought together two government industry experts to discuss how agencies are turning to automation to create better customer experiences.

July 22, 2020

Moving to the Cloud Solves Common Government Agency Issues

As citizens engage with government agencies, they expect consistent and timely experiences — regardless of the channel or their method of communication. And they expect those experiences to mirror what private industry offers, from federal agencies down to the county level. However, without the right long-term solutions, it isn’t easy to meet these expectations. As the volume of interactions increases, so does the unnecessary stress for frontline agents.

July 14, 2020

Cloud Transformation Amid the Pandemic: Government Agencies Take Flight

For many state government agencies, their preparation for the cloud — and their first moves toward it — began several years ago. And while those agencies had a head start when the pandemic forced them to change how they work, it greatly accelerated migration plans. At the recent FCW Cloud Summit, we heard from many of these leaders about the challenges they faced, what they focused on and, most importantly, what they’ve learned. If you missed the Summit, here are some highlights.

June 17, 2020

Building Citizen Trust Using Cloud Technology

Citizens need to be able to trust your agency when they’re engaging with you. They expect that you’ll protect their data, share consistent messages when they need them and be easy to engage with. Many government agencies are making major progress toward meeting these expectations through the power of cloud technology. And this agency move to the cloud has accelerated with the 2020 global pandemic. But there’s more to building trust than simply deploying technology.

January 02, 2020

Use Customer Experience Technology Wisely: 4 Tips for Government Agencies

Let’s say you arrive at work and discover that your budget request for new technology has been approved. Jackpot! Now you can start developing and deploying technology to improve your agency’s effectiveness and efficiency. After all, improving customer experience is your top priority. But first, take a step back. Piling on new digital technology doesn’t necessarily lead to a better customer or employee experience.

August 01, 2019

Genesys Awarded GSA's New Contact Center SIN for Automation

The United States federal government, as well as qualifying state, local and tribal agencies, can now leverage industry-leading solutions from Genesys® with ease to deliver better, faster service to constituents across multiple communication channels, including phone, text, webchat and social.