In an interview, Bates outlined how Genesys supports the Kingdom's Vision 2030 goals by promoting digitalization and improving customer experiences through strategic acquisitions like Radarr Technologies and opening a new office in Riyadh.

As cloud services rise in Saudi Arabia, Genesys spots major growth in cloud technology, customer experience platforms, AI, and digital transformation across the Middle East and Africa. The company aims to lead enterprises in adopting cloud solutions to spur digital advances.

Bates notes the challenge for CX executives to meet customer expectations and presents the AI-driven Genesys Cloud platform, which aligns customer interactions with modern needs. This platform leverages conversational and predictive AI to boost customer engagement and operational efficiency across sectors.

For the upcoming year, Genesys plans to build on its two-decade presence in the Middle East, focusing on creating personalized customer interactions and aiding government and private sector digital initiatives.

The company prioritizes innovation, integrating over 350 new features in a single year and valuing customer feedback to guide the development of its experience orchestration technology.