Genesys to Drive Artificial Intelligence R&D

200 new tech jobs to be created at the contact centre specialist's Galway offices

Genesys to Drive Artificial Intelligence R&D

Genesys, a leader in omnichannel customer experience and contact centre solutions has announced plans to create an Artificial Intelligence (AI) Centre of Excellence at their Galway offices in Ireland.

The move will see 200 new senior and highly skilled technical roles will focus on advancing the use of AI and machine learning to improve customer experiences and make employees’ jobs easier, resulting in positive business outcomes.

“Genesys are particularly involved in customer experience.”

“Over the last 2 years Genesys has been working away, probably under the radar in the field of AI. Mainly to look at the kind of data that they collect on behalf of businesses and see how they can apply that to the benefit of those businesses,” explains Joe Smyth, VP of Development for Artificial Intelligence at Genesys.

Joe, who was also one of the founders of Altocloud, the AI company Genesys acquired earlier in 2018, went on to say that “Genesys wanted to build out their portfolio around AI which is why they acquired Altocloud and spent the last few months undertaking a deep integration. The first product that has come about as a result of that is Predictive Engagement which is in the early adopter programme right now and is due for launch in Q1 2019.”

The Galway Centre of Excellence will work on collaboration with other resources Genesys has around the globe added Joe. “We already have pockets of development for AI in India and North America and in Galway, out of the nucleus of AltoCloud, we are building rapidly here.”

This investment is supported by the Irish Government through IDA Ireland where the Centre of Excellence is seen as an important landmark in the company’s continuing growth and commitment to Ireland.

“I am thrilled Genesys is making this commitment to the region and growing its footprint in Galway with 200 new highly-skilled jobs. I am delighted our workforce now has opportunities to expand their skills with an innovator and industry leader like Genesys,” stated Sean Kyne TD, Government Chief Whip and Minister of State. “I’d also like to recognise the role of the PorterShed in this successful development. In the PorterShed, Altocloud had a space in which to grow and develop to the point where it attracted the attention of global-leader, Genesys. The arrival and expansion of Genesys is a tribute to not only the Altocloud team but also the PorterShed team and shows how vital it is to have a welcoming and nurturing environment for start-ups.”

“Ireland has a rich base of technical talent and is a tremendous place to do business. As we continue to evolve our AI innovations that integrate with Kate, the Genesys AI Platform, it’s critical that we have the right team in place,” said Paul Segre, Genesys Chief Executive Officer. “That’s why Galway is the perfect location for our global Centre of Excellence for Customer Experience (CX) AI. We couldn’t be more excited to continue our growth and create quality jobs in Ireland.”

The ambitious growth plans will come to fruition over the next two years at the company’s hub for AI Research and Development and by working closely with Irish universities and Institutes of Technology Genesys aims to support its growth and provide opportunities for graduates with technical and data science skills.

“There’s already a UC cluster going back to when Nortel came and right now we have Cisco, Avaya, Aspect, Genesys as well as HP and IBM are here.”

“There’s already a high tech cluster that’s well established,” concludes Joe. “In addition, we started working closely with the Insight Centre for Data Analytics at the university in the early days of Altocloud and always undertake research projects in conjunction with the universities where we have a couple in flight at the moment. We also take on interns from the universities as well as delivering guest lectures and generally support the crossover between the academic community and business community.”



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