IBM

Watson and Genesys Partner to Power Smarter Customer Experiences

Cognitive Learning and Customer Experience Leaders

Will Transform the Way Consumers and Organizations Interact

ARMONK, N.Y. & DALY CITY, CA. June 11, 2014 IBM (NYSE: IBM) and Genesys
(www.genesys.com), a leading provider of customer experience and contact center
solutions, today announced a partnership that will transform how organizations of all sizes
differentiate their customer experience by tapping the power of IBM Watson to transform
the way brands engage clients across customer service, marketing and sales through data-
driven insights and automated actions.

As part of the agreement IBM Watson and Genesys have partnered to develop a learning
system that combines the Watson Engagement Advisor with the Genesys Customer
Experience Platform to transform how organizations worldwide engage with their
customers across customer experience touchpoints and channels of communication. With
the joint solution businesses can better serve consumers in their self-service applications
and contact centers. The Watson enabled natural language solution learns, adapts and
understands market and organizational data quickly and easily, and gets progressively
smarter with use, outcomes, and new pieces of information.

The IBM Watson and Genesys solution will aid and assist a brand's customer service agents
to provide fast, data-driven answers, or simply sit directly in the hands of consumers via
mobile device, chat session or online interaction. In one simple click, the solution's "Ask
Watson" feature can quickly help address customers' questions, offer feedback to guide
their purchase decisions, and troubleshoot their problems.

Genesys customers will gain the additional value of a Watson cloud-based advisor that
thinks, learns and provides expert insights, while combing through millions of pages of data
within seconds for customers and the contact center agents who serve them. As a result,
Genesys customers can tap into the body of data that Watson understands and puts to work
and use that knowledge to deliver more actionable and satisfying responses to customer
inquiries in their self-service applications and contact centers.

Leveraging its experience and deep domain expertise across industries including banking,
insurance, and retail, Genesys will integrate access to the cloud-based Watson to its award-
winning Customer Experience Platform empowering their customers with the ability to
interact through a natural dialog leveraging Watsons unparalleled understanding and
intelligent natural language response. Now consumers can tap into Watson to gain insight
and answers faster than possible with knowledge management solutions.

This combined solution delivers sophisticated yet simple to manage knowledge capabilities
to transform self-service systems and human interactions into positive brand impressions,
said Paul Segre, President and CEO, Genesys. With Watson, our new solution provides a
transformational customer experience with a natural and informed transition from self
service to agent assistance to yield better business outcomes.

Todays consumers are a tweet, post, phone call, email or web chat away from reporting an
issue or asking a question, and nearly half expect a response from businesses within a span
of minutes, according to Edison Research. Brand customer representatives who field these
inquiries are often backlogged with time-consuming issues or questions that require
detailed, accurate responses not often readily available to them which can lead to an
inconsistent customer experience.

The new IBM Watson and Genesys solution also provides organizations with the ability to
identify when a customer needs to speak with a customer experience representative, rather
than continuing in a self-service application. For example, if a customer reaches a point in
conversation during a self-service interaction that could prompt either customer churn or a
timely sales opportunity, Watson's knowledge of pre-defined business guidelines allows the
solution to signal when it is time to transfer the conversation to an agent. The customer is
not arbitrarily transferred to just any agent among the potentially hundreds who work at a
call center. The solution pinpoints the exact agent to handle a customer's inquiry, based on
specific factors such as an agent's experience, channel used, training and even license to
discuss or sell a given product and then transfers the customer with the accompanying
detail of the self-service interaction.

Employees in a contact center can gain access to a cloud-based Watson advisor that can
read and uncover insights from millions of pages of data-driven content within seconds,
from product guides to call transcripts. The result: cognitive computing that will augment a
contact center agent's knowledge and shift their time from searching for answers to
discovering timely insights that solve problems, facilitate new opportunities, and improve
the customer experience.

By tapping into IBM Watson's cognitive intelligence, Genesys is infusing a personalized
assistant into every customer interaction, said Mike Rhodin, Senior Vice President, IBM
Watson Group. Customer engagement is a natural fit for Watson, empowering brands with
information driven insights. This is a key example of how a new era of cognitive computing
applications will transform industries and professions and revolutionize how decisions are
made.

Connecting Empowered Consumers With the Right Company Experts
How will Genesys and the Watson Group combine their innovation to transform the agent-
to-customer experience? Imagine yourself as a bank customer, home from work and doing
late night research on mortgage loans after your children are in bed. You may see a feature
or rate that you like, but you have detailed questions that require expert advice. You can
call, email or tweet the brand, but it's after-hours, so you won't have access to a customer
service agent until the next day.

Now envision the following experience: at any time of night, you can access a web chat
advisor that has access to the bank's data-driven content around mortgages, and through a
natural language interface, understands your questions and history interacting with the
bank. Not only will the application educate you on all things mortgage shopping, but it will
also provide a formal offer that can be presented by a mortgage expert at a convenient time
scheduled by you.

In joining the Watson Ecosystem, Genesys customers will gain access to a cloud-based
advisor that, within seconds, can read and uncover insights from millions of pages of data-
driven content, from product guides to call transcripts to deliver exceptional customer
experiences. The result: cognitive computing will augment agents' knowledge and free their
bandwidth from searching for answers, to creatively thinking of how they can further help a
customer or even make a sale. This, in turn, will allow Genesys clients to deliver on their
brand's promise to the nearly 80 percent of consumers who say that the contact center is
involved in defining the customer experience, according to IQPC.

About Genesys
Genesys is the market leader in multi-channel customer experience (CX) and contact center
solutions in the cloud and on-premises. We help brands of all sizes make great CX great
business. The Genesys Customer Experience Platform powers optimal customer journeys
consistently across all touchpoints, channels and interactions to turn customers into brand
advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more
than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call
us at +1.888.436.3797.

IBM Watson: Pioneering a New Era of Computing
Three years after its victory on the TV quiz show Jeopardy!, IBM Watson has evolved to
represent a new era of computing, earning recognitions from Frost & Sullivan, which
presented IBM Watson with the 2013 North America Award for New Product Innovation,
and Gartner Inc., which cites IBM Watson in its Top 10 Strategic Technology Trends for 2014
and predicts that by 2017, 10 percent of computers will be able to learn as Watson does.

Today, Watson is no longer just the world's most famous game-playing computer. IBM has
put Watson to work in various industries. In healthcare, IBM is co-developing an application
with Memorial Sloan-Kettering Cancer Center, and partnering with WellPoint, the University
of Texas MD Anderson Cancer Center, and the Cleveland Clinic Lerner College of Medicine.
Additionally, IBM has partnered with numerous colleges and universities across the country
to teach Watson capabilities and cognitive computing technology to the next generation
workforce. In 2013, IBM announced the introduction of the IBM Watson Engagement
Advisor, the first Watson offering designed to improve customer experience, putting the
power of Watson within reach of everyone.

IBMs mission to spark a new generation of Watson-powered apps is just the latest
milestone in developing cognitive system offerings that help its clients and partners
succeed.

For more information on IBM Watson, please visit www.ibmwatson.com

To join the social discussion about Watson include the hashtag #ibmwatson
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Media Contacts
Kristen Dattoli
IBM Media Relations
kmdattoli@us.ibm.com
+ 1-617-820-8975

Jacob Rice
Director of Media and Analyst Relations, Genesys
jacob.rice@genesys.com
+ 1-415-290-8028