Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix2022
Sustainability
Report

For the fiscal year ended January 31, 2023
2022 Sustainability Report, Genesys

1Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

AppendixContents
A message from our Chairman and CEO

03

Employee engagement and satisfaction

37

About Genesys

04

Promoting employee well-being

39

At a glance05

Amplifying our impact

40

Awards and recognitions

06

Our global impact

41

Integrating sustainability across Genesys

07

Advancing Environmental Sustainability

10

Corporate governance45

Our GHG Footprint

12

Responsible Procurement

47

Challenge accepted: our carbon neutral strategy

15

Privacy and security

48

Five ways we’re driving climate action

16

Empathy through ethical AI

49

Building green: Celebrating two new LEED Platinum certifications

18

Using Our Product for Good

Operating Ethically and Responsibly

Appendix

44

50

19

About this report

51

23

GRI index

53

Committed to DEI

25

SASB index

57

Our DEI strategy

26

TCFD index

59

Promoting inclusive hiring

29

U.N. SDG index

62

Creating a culture where everyone belongs

30

Training our leader to Drive Change

32

Improved uptime and availability

Investing in Our Talent
Success starts with shared values

2022 Sustainability Report, Genesys

34
35

2

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

A message from our Chairman and CEO
I’m proud to share that our commitment at Genesys to enterprise sustainability wasincreasingly visible during fiscal year 2023 (FY23), and that we have made meaningfulprogress toward our sustainability strategic goals since launching them in FY21.
It has been a year of progress, with two third-parties that measure the efficacy ofcorporate sustainability initiatives recognizing Genesys as a leader. EcoVadis awarded
Genesys a gold medal rating, placing the company’s sustainability rating in the top
5% of more than 100,000 companies assessed by the organization. And the Carbon
Disclosure Project ranked Genesys equal to or above 83% of companies in thecustomer experience industry, with a B grade representing an improvement of twolevels in just one year.
Environmental
Genesys organically reduced its overall greenhouse gas (GHG) emissions by 8% year
over year in FY23, due in large part to the carbon-saving benefits of transitioning
our customers from on-premise solutions to the cloud. Since we began measuring
mitigation efforts in FY21, we’ve now reduced organic1 GHG emissions by nearly
25%, an important milestone toward our goal of becoming carbon neutral by 2030.
In addition, we opened new LEED Platinum-certified offices in Galway, Ireland, andMenlo Park, California. These latest physical representations of our decarbonization
efforts reflect the continued business growth of Genesys and the increasing impactof our broader sustainability strategy.
SocialWe have made significant strides this past year toward our efforts to build a Genesys
workforce as diverse as the markets where we do business. Women now make up
nearly 30% of our workforce and, fueled primarily by new hires, the percentage of our
U.S. employees identifying as part of an underrepresented group grew to 24.5% in“Organic” in this case means greenhouse gas emission increases or decreases calculated
before applying carbon offset credits.
1

2022 Sustainability Report, Genesys

FY23. Representation of those underrepresented groups among our leadershipteams increased to 22.5% in the same timeframe.
The proliferation of artificial intelligence (AI) use cases has sparked global debate
about the ethical use of AI. This powerful technology has long been core to theGenesys development strategy, and we are committed to applying AI to oursolutions to create value with empathy, fairness and transparency. To that end, we
have established an AI Ethics Roundtable – informed by leaders with decades of AI
experience in product development, strategy, development, legal and other areas ofexpertise – to guide how Genesys balances driving innovation with our responsibility
to apply AI in alignment with our philosophy to use our products for good.
GovernanceWe’ve seen a remarkable uptick in sustainability being a key requirement ofprospective customers. We believe our leadership in sustainability is an increasingly
important factor in winning new business.
Availability, security and privacy are the bedrocks of our customer value proposition.
In fiscal year 2023, we achieved 99.996% availability for the Genesys Cloud CX TM
platform, the industry’s de facto customer and employee experience platform. Ourcontinued success at transitioning on-premise customers to the Genesys Cloud CX
platform makes contact centers more resilient, productive and efficient, and in theprocess reduces the risk of system failures.
We’re still early in our journey to affect meaningful and lasting positive change throughthe Genesys Sustainability Program, but our track record over the past three years
gives us confidence in our ability to meet and exceed our stated goals.

TONY BATESGenesys Chairman and CEO
3

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

About Genesys
Every year, Genesys delivers billions of remarkable customer
experiences for organizations in over 150 countries. For the last
30 years, the customer has been at the center of all we havedone on our path to becoming a leader in cloud experienceorchestration. AI-powered experience orchestration allows todeliver personalized, proactive, end-to-end experiences within
and beyond the contact center.

As a cloud contact center market
leader that orchestrates billions ofremarkable customer experiences
every year, Genesys is working
toward a better future.
Our vision is Experience as a Service©, which is based on the belief that personalizationand empathy create better customer and employee experiences. We are on a mission
to create and lead the Experience as a Service category. As we power Experience as aService for our customers, we take action to help ensure that sustainable practices areincorporated into everything we do—from the way we design our products and build
inclusive teams to how we support the communities in which we live and work. In our2022 Sustainability Report, learn how our products and our commitment to sustainability
contribute to a better future.

2022 Sustainability Report, Genesys

4Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

FY23 At a Glance
Our Business

Our Products

Our WORKFORCE

More than 7,000 customers across
100+ countries

850,000+ customer service agentsuse our cloud platforms

6,000+ employees

More than 50 of the Fortune 100
companies are Genesys customers

2,015 issued and pending patents

29.6% women

99.996% availability for our Genesys CloudCX platform

24.5% underrepresented groups†

Over $2 billion total revenue infiscal year 2023
Revenues of over $835 million for our
Genesys Cloud CX platform, an increase of
54% year over year

Our IMPACT

More than 400 customers with greater than
$1 million annual recurring revenue, including
200 Genesys Cloud CX platform customers

8% organic GHG emissions
reduction since FY22
Over 40 million charitableorganization interactions** via the Genesys
Cloud Platform

Strong profitability, delivering mid-20s
Adjusted EBITDA2 margin* Downtime is measured only when one of the critical services is at 50% or less.
† US only** Call or digital interactions on Genesys Cloud platforms.
2022 Sustainability Report, Genesys

Adjusted EBITDA represents Earnings before Interest, Taxes, Depreciation &Amortization, plus other adjustments such as one-time expenses, restructuring
charges and stock-based compensation expense.

25Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

AppendixAwards and recognitions
2023 (as of June 1)

2022
A Leader in Conversation
Automation Solutions3Gold Medal rating
B gradeBrazil, Canada, Ireland, India,
Philippines, U.K. and U.S.
certification

A Leader in Magic Quadrant™ for
Contact Center as a Service4

Power Partner

Ranked highest in Critical
Capabilities for CCaaS for
the use Cases High-Volume
Customer Call Center, Customer
Engagement Center and Global
Contact Center5

India (6 consecutive years)
and U.K
5 Star Partner Program

North American Enterprise Cloud
Contact Centre Market1
Best Workforce Optimization(WFO)

A Leader in Journey
Orchestration Platforms6

Frost Radar™: North American Enterprise Cloud Contact Center Market,
2022, published October 28, 2022​
2
Omdia Universe Customer Engagement Platforms, 2022-23, Mila
D’Antonio, Charles Juniper, 12 July 2022.
3
The Forrester New Wave™: Conversation Automation Solutions, Q3
2022, Forrester Research, Inc. Jessie Johnson, Steven Casey, Faith Born,
Arianne Burnette, September 1, 2022.
4
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus,
Pri Rathnayake, Steve Blood, Pankil Sheth, 22 Aug 2022.
5
Gartner, Critical Capabilities for Contact Center as a Service, Steve
Blood, Pri Rathnayake, Drew Kraus, Pankil Sheth, 23 August 2022.
1

A Leader in Customer
Engagement Platforms2

2022 Sustainability Report, Genesys

Inc Power Partner

A Leader in Contact Center asa Service7
Cloud Contact Center Services
in Asia-Pacific 8
European Cloud Contact
Center Market9
Latin American Cloud
Contact Centers10

GARTNER is a registered trademark and service mark of Gartner and Magic
Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the
U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in our research
publications, and does not advise technology users to select only those vendors
with the highest ratings or other designation. Gartner research publications
consist of the opinions of Gartner’s research organization and should not be
construed as statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of merchantability
or fitness for a particular purpose.
6
The Forrester Wave™: Journey Orchestration Platforms, Q2 2022, Forrester
Research, Inc., Joana de Quintanilha, Paul McKay, June 27, 2022.
7
The Forrester Wave™: Contact Center as a Service, Q1 2023, Forrester
Research, Inc, Max Ball, March 27, 2023
8
Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023, published
April 6, 2023
9
Frost Radar™: European Cloud Contact Center Market, 2023, published
April 27, 2023​
10
Frost Radar™: Latin American Cloud Contact Centers, 2023, publishedMay 19 2023​
6

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Integrating sustainability
across Genesys
Sustainability is integrated into the strategy of Genesys as
one of our four key business metric categories, along withgrowth, profitability and experience. Our sustainability
strategy is composed of three pillars: environmental, socialand governance (ESG). To hold ourselves accountableand promote meaningful progress, we have set targets
and goals within each pillar. We closely monitor key
performance indicators in each of these areas to help keep
our teams on track. To be successful, we aim to engage ourwhole organization in this work.

“We have spent the last two years
building a strong sustainability
foundation that is rooted in
empathy, inclusion, engagement
and innovation. We are now
focused on not only meeting but
surpassing our goals.”

BRIDGETTE MCADOO
Global Chief Sustainability Officer

ENVIRONMENTSOCIAL

GOVERNANCE

Our 2030 goal:

Our 2030 goal:

Become carbon neutral

Positively impact 100 million people
in need annually

Our 2030 goal:
Maximize availability
and complianceHave a workforce as diverse as themarkets where we work
Progress through FY23:

Progress through FY23:

8% reduction in organic GHG
emissions compared to FY22

Impacted lives through our workwith charitable organizations

100% employee completionof compliance training

Implementation of Green
Travel Policy

24.5% of U.S. employees fromunderrepresented groups (upfrom 20% in FY21)

99.996% availability

LEED office certifications(Galway & Menlo Park offices)
Our approach:Move customers from onpremise deployments tothe cloudCreate a workplace of the futurewith sustainable facilities
Enable eco-friendly travel andvirtual meetings
Advance our sustainableprocurement

2022 Sustainability Report, Genesys

Progress through FY23:

29.8% of leadership roles held by
women (up from 25% in FY21)
Orchestrated over 46 million
interactions for people in need
Our approach:
Use our products for good

Our approach:Prioritize customers’ privacy
and security
Maintain the availability ofour products, 24/7
Adhere to high ethical andanti-corruption standards
Commit to ethical AI

Engage our employees tocontinue to be an employerof choice
Promote diversity, equity andinclusion (DEI) in our workforce
and supply chain

7

Material issues
We conduct materiality1 assessments every two years to
help us identify and prioritize the issues that are the mostimpactful to our business and important to our stakeholders.
Every action we take has an impact on our stakeholders:
When assessing our sustainability strategy and evaluating
our performance, it is crucial that we reach out to and intently
listen to our customers, industry peers, suppliers, employees
and communities.
In April 2023, we completed our most recent materiality
assessment, which identified material sustainability topics
based on preliminary research and leading sustainability
frameworks. It highlighted material issues for us tostrategically lead, manage and monitor, as well as emerging
issues that we should anticipate. Examples included
cybersecurity, climate and ethical AI. We believe oursustainability strategy aligns with issues that are the mostmaterial and of increasing importance for our prospects andcustomers in making purchasing decisions.

1Material issues or priorities described in this report are distinct from, and should not
be confused with, the terms “material” and “materiality” as defined by or construedin accordance with securities or other laws, or as used in the context of financial
statements and reporting.

2022 Sustainability Report, Genesys

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

OUR MATERIAL ISSUES AT A GLANCE
Lead

Our Global Sustainability team manages our initiatives andpolicies and tracks ESG developments, which includes
sustainability communications with employees, investors andother stakeholders.

Committed to Diversity, Equity
and Inclusion

ManageUsing Our Product for Good

Opportunity toprovide elevatedindustry leadership if
circumstances arise.

Diversity, Equity & Inclusion
Cybersecurity & Privacy
Climate & Emissions

Product for Good/Social
ImpactESG Strategy

Ethical AI

Issues that are
critical to the soundoperation of thebusiness and thatshould be actively
managed.

Energy Use
Ethical Conduct
Corporate Governance
Employee Experience
Human Rights

MONITOR

Advancing Environmental
Sustainability

Issues that warrant
ongoing monitoringand maintenanceand that shouldbe elevated if
circumstances arise.

Waste

Upskilling

Worker Well Being & Safety

Sustainable Product DesignIntellectual Property Protection& Competitive Behavior

Circular Economy &Resource Consumption

ANTICIPATE

Introduction

Emerging issues thatshould be exploredperiodically todetermine if more
active management
is required.

Biodiversity

Technology Resilience

Climate Disclosure Regulation
Geopolitical Risks
Metaverse

8Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Sustainability ambassadors
We are committed to our goals as a business andas individuals to integrate sustainable practices
into our behaviors. Over 150 of our global employees
are Sustainability Ambassadors who help drive
sustainability initiatives through educationand engagement.
Our Sustainability Ambassadors in action:
Across business units and continents, our Sustainability
Ambassadors are taking action to make a positive
impact. Here are a few ways they engaged theircolleagues in FY23.
GlobalSustainability Month activities, including planting,cleanup and education

Manila, Philippines
Earth Day children’s art contest themed“How Can We Help Planet Earth?”
Pride for the Planet bike ride
Earth Hour celebrations
Shampoo bar-making workshop
India
Distribution of seed balls to new employees
Green Walkathon and Plant a Sapling Drive
Wealth from Waste recycling event
Pan India cycling event

Honeybees initiative
Plastic-free July
Social Wellness Month partnership
World Cleanup and Car-Free days
Indianapolis, Indiana, U.S.
Earth Day park cleanup
Galway, Ireland
Woodquay Park cleanup
Sustainability workshops
2022 Sustainability Report, Genesys

Plant aSapling
DRIVE“Measuring your consumption createsawareness and saves energy and money.”Peter Meert

Senior Solutions Consultant, EMEA

“We volunteer for Heartfulness Institute. This
helps people to develop spiritually, and in turn,think to avoid wasting material resources.”

Hariharan Nagarajan
Sr. Technical Support Engineer, APAC

“I am passionate about living in anenvironmentally responsible way and I couldn’t
wait to join a group of like-minded colleagues.”

Lauren Miller

Business Consultant, Global SBCS & IND, NA

9Introduction

Advancing
Advancing Environmental
Environmental
Sustainability
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

OperatingOperating Ethically
Ethically andandResponsibly

Appendix

Advancing
Environmental
Sustainability

2022 Sustainability Report, Genesys

10Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Advancing Environmental
Sustainability
Mitigating climate change
The issue of climate change is no longer looming—it’s here.
We recognize that in order to help secure a more sustainable
future we must take meaningful actions today. At Genesys,
we’re pursuing a goal to become carbon neutral by 2030. Since
announcing this goal in 2021, we’ve rallied to drive progress
across our business.
We refined our internal GHG data collection process andimplemented a new GHG tracking platform in FY23. We also
completed third-party GHG data assurance for the second
consecutive year to help enable greater accuracy and gain
insights into how we can better manage our climate change
impact companywide. Crucially, we committed to setting
science-based targets for our near-term emissions reductions,which we plan to submit for validation with the Science-Based
Targets initiative (SBTi) in FY25.
As we step up efforts to curtail our own emissions, we remain
focused on delivering energy-efficient products, along withother solutions to help businesses achieve their climate goals.
The intended result: A shrinking carbon footprint, not just for
Genesys, but for thousands of our customers worldwide.

2022 Sustainability Report, Genesys

Setting the pace for progress
We’re making strides in our sustainability initiatives and earning top marks for our
performance. During FY23, two leaders in sustainability ratings recognized Genesys
for our progress in modeling sustainable business practices.
We earned a gold medal rating from EcoVadis and received a B grade fromthe Carbon Disclosure Project (CDP). Our EcoVadis gold rating represents an
improvement from a bronze rating in under two years. This places us in the top 5%
of more than 100,000 companies that EcoVadis has assessed, and in the top 1% of
the software provider industry. Meanwhile, our CDP grade jumped two levels in just
one year, establishing Genesys management of climate issues as equal to or better
than 83% of companies in the customer experience industry.

11

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Our GHG footprint
Measure. Manage. Reduce. We track and measure our GHG emissions
reductions in comparison to a 2021 baseline year. Our process includes
collecting and assessing emissions data related to our products, operations
and data centers, as well as our shipping, hardware procurement, businesstravel and employee commuting activities.

As defined by the internationally recognized GHG Protocol’s standards, we consider
our GHG impact in the context of:
Scope 1 emissions:
Direct emissions generated from our own assets.
Scope 2 emissions:Indirect emissions generated by the energy production of utilities.
Scope 3 emissions:
All other indirect emissions including, but not limited to, activities occurring
within our supply chain and from product use.

2022 Sustainability Report, Genesys

12Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Advancing Environmental Sustainability
We estimate that:

Energy and GHG emissions data:

FY23 GHG emissions (metric tons CO2e /% of total)

We’ve added hundredsof new cloud customers
and our cloud emissions have not increased.
The cloud is key to our reduction strategy.

Scope 1: 66 (0.05%)
Scope 2: 7,096 (5.4%
Scope 3: 124,915 (94.6%)

Just 5% of our Scope
2 and 3 emissions
are caused by the operation of Genesys’
cloud-based solutions, including those hostedon third-party public cloud platforms.

3“Overall emissions” refers to Genesys’ Scope 1, Scope 2 and Scope 3
emissions identified, estimated and quantified to date. Scope 2 data is
location based. Scope 3 emissions from supplier operations are currently
excluded from Genesys’ inventory boundary. “Purchased goods andservices” includes hardware purchases only and is calculated according
to the GHG Protocol spend-based calculation method. FY21 freight data
was estimated based on cost while subsequent years are based on
supplier emissions reporting for Genesys. Genesys continues to refine its
GHG accounting methods and expand our scope and anticipates somefluctuation in these calculations as a result.

FY2021 Scope 1 emissions were originally estimated based on officesquare footage and assumed average gas consumption per sq ft (applied
to all offices globally), while all subsequent year Scope 1 emissions
were calculated from invoice data following an internal survey to identify
locations with Scope 1 emissions. The baseline is revised to reflect
findings from our current method.

42022 Sustainability Report, Genesys

We measure progress toward our 2030 carbon neutrality goal against the following metrics:
Emission Metrics [Net emissions in metric tons CO2e]Overall emissions

FY21

FY22

FY23

173,967

143,561

131,680

Scope 1 emissions

300

212

66

Scope 2 emissions3

11,856

7,421

7,096

Combined Scope 3 emissions4

161,811

135,928

124,519

Product-in-use

144,626

123,605

107,479

Purchased goods
and services

5,971

5,846

8,161

Freight

1,677

25

40

Employee commuting

8,501

5,942

4,500

Employee travel

1,036

510

4,339
13

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Advancing Environmental Sustainability

GENESYS FY23 ENERGY USE
Energy from Fuel
Consumption (13%)
Grid Electricity
Colocation Datacenters (27%)
Grid Electricity
Leased Offices (59%)

Read our GHG emissions
verification statementfrom our third-party auditor, Apex

We used 22,936 MWh
in FY23

to heat and power our leased offices andco-located servers. 87% of our total energy
use was grid electricity.3

3

Source: Utility bills

2022 Sustainability Report, Genesys

14Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Challenge accepted:
Our carbon neutral strategy
Our carbon neutral goal is bold, and we remain on track toachieve it. We believe the key is executing a strategy thatleverages our company’s strengths. Our approach is toproactively avoid and reduce our overall emissions, and topurchase carbon offsets for emissions that are not practicableto eliminate at this time. Core to this strategy is our focus ondelivering energy-efficient and carbon-smart products andservices. This strategy supports our own path toward carbon
neutrality while enhancing sustainability among the businesses
we serve.
Today, many organizations continue to operate with traditional,
on-premise solutions that impede progress toward theiremissions reduction goals. We partner with these businesses
to transition them to cloud-based solutions, which—comparedto legacy technologies—can reduce related emissions by up
to 88%. For our customers, we believe this is an effective way
to help reduce their Scope 2 emissions. At the same time, it
reduces Genesys’ Scope 3 emissions, which helps us to address
the largest part of our carbon footprint. The Genesys Cloud CX™️platform continues to gain market share, with revenue increasing
approximately 54% year-over-year to $835 million.

2022 Sustainability Report, Genesys

15

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Five ways we’re driving climate action
Committing
to ScienceBased Targets
initiative(SBTi)

Joining
RubiconCarbon’s
launchcoalition

Signing the
Climate Pledge

In FY23, Genesys
committed to setting
science-based, near-termemissions reduction targets
in line with the methodologyof SBTi. This is a key
element of ensuring that our
reduction strategy aligns
with leading climate science.
It also helps encourage
fellow organizations tofollow suit.

The new partnership,
which we established in
FY23, supports Rubicon
Carbon’s aim to bringtrust, transparency andaccessibility to the carbon
markets. While offsets
are not a replacement
for significant carbon
reductions, investment inhigh-quality4 carbon offsets
plays a part in our overall
decarbonization strategy.

Powered by more than 400
companies in 36 countries,
the Climate Pledge is acall to action to reach netzero carbon by 2040. By
signing the pledge in 2021,
Genesys committed toproviding regular reportingon our GHG emissions,
reducing our overall carbon
emissions to net zero andonly using high-quality
carbon offsets.

Reducing
emissionsthrough our
products andservices
Our cloud solutions optimize
energy by allowing multiple
customers to run within
the same system, and weoffer cloud solutions on
platforms of partners wholeverage renewable energy
and have established netzero commitments. We alsooffer customer experience(CX) solutions powered byartificial intelligence (AI),which provide businesses
with rich customer
insights that can help
them streamline their daily
operations.

Decarbonizing
ouroperations
Our non-product emissions
primarily stem fromfacilities, procurement,
freight, business travel andcommuting. To reduce
them, we aim to empower
our employees to makeenvironmentally conscious
decisions and invest in
sustainable facilities andrenewable energy. This led
us to achieve Leadership in
Energy and Environmental
Design (LEED) Platinum
certification for two of ouroffice buildings in FY23.

High-quality offsets are associated with GHG reductions or removals that are additional (meaning the project would not have happened without
intervention), not overestimated, permanent, not claimed by another entity, and not associated with significant social or environmental harms.

42022 Sustainability Report, Genesys

16Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Expanding carbon-smart cloud solutions with Amazon Web Services
More than 850,000 users leverage our Genesys Cloud CX platform, a cloud-native
solution built on Amazon Web Services (AWS). Research shows that customers who
move their on-premise workloads to AWS can reduce the carbon footprint of their IT
operations by up to 88%.5

Responsible disposal of waste
To reduce waste, we aim to reuse certain materials wheneverpossible. We strive to handle all waste at our facilities using
appropriate and environmentally responsible methods. Our
global e-waste policy requires that IT assets are collected andreassigned if possible or recycled responsibly at the end of
their useful life.

Nearly half of the AWS regions where our Genesys Cloud CX platform is hosted
are powered by over 95% renewable energy, including a significant portion within
the United States. Genesys is also optimizing certain services for AWS Graviton
processors, which are highly energy efficient. This enables us to boost efficiency andlower operating costs—all while reducing our GHG emissions.
Leveraging Pointillist to roll back carbon emissions
The phrase “truck roll” may not be widely familiar, but many people have experienced
one firsthand. They occur when a company’s contact center can’t solve a customer’s
problem remotely, so they dispatch a field service technician to the customer’sbusiness or home. Common among utilities, communications providers and retail
distribution manufacturers, truck rolls cost an average of $150 to $300, depending on
the region. Many of these occurrences may be unnecessary or ineffective, causing
wasted time, added costs and frustration. Unnecessary truck rolls can also drive up acompany’s GHG emissions. For some industries, field service dispatches can accountfor more than 50% of a business’ Scope 1 carbon footprint.
Pointillist© by Genesys offers companies a smart, streamlined solution. The Pointillist
Customer Journey Data Hub enables users to transform data from billions of daily
customer interactions into a pipeline that supports real-time analysis, modeling andorchestration. Powered by machine learning and A.I., Pointillist helps businesses
rapidly identify friction points that lead to truck rolls, assess excess truck roll behavior
by segment, and orchestrate proactive measures to intervene. Outcomes include lower
costs, enhanced efficiency and a better customer experience—with the sustainability
benefit of reducing emissions.

2022 Sustainability Report, Genesys

451 Research, “The Carbon Reduction Opportunity of Moving to Amazon Web Services.”
https://d39w7f4ix9f5s9.cloudfront.net/e3/79/42bf75c94c279c67d777f002051f/carbon-reductionopportunity-of-moving-to-aws.pdf

517Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Building green: Celebrating two new
LEED Platinum certifications
Our state-of-the-art Galway, Ireland, office sits in the heart of West Ireland’s largest city andat the edge of the sea. The leased facility spans 36,000 square feet across the Bonham Quay
corporate campus, which was designed to integrate sustainability and well-being into the way
people work.
The facility is Genesys’ latest to receive LEED Platinum certification from the U.S. Green
Building Council, the highest possible rating an environmentally friendly office building canreceive from the organization. Five thousand miles away, we received the same Platinum
certification for our office building in Menlo Park, California, earlier in FY23. Both sites earned
high marks for seven sustainability attributes:
Choosing a location with surrounding density and diverse uses
Using low-emitting construction materials
Using advanced energy metering
Reducing indoor water usage
Using air quality assessments and enhanced indoor air quality systems
Providing for significant controls over lighting
Providing for storage and collection of recyclables
In addition to earning LEED certification, our Galway site earned recognition as a One Planet
Living leader by Bioregional. This recognition extends beyond the building’s physical attributes
and includes lifestyle elements such as living-wage guarantees and our commitment tobecome carbon neutral by 2030.
Genesys additionally leases LEED certified sites in Hong Kong, China, and Sao Paolo, Brazil.
We plan to pursue certification for two additional sites in the near future.
2022 Sustainability Report, Genesys“We proactively plan and manage our office space tominimize our operational impact. Natural lighting, efficient
HVAC systems with zoning controls and the open activitybased floor plan are intentional people-first design elementsthat align with our values.”

Karen Lalli

Vice President of Global Real Estate18

Introduction

Advancing Environmental
Sustainability

Using
Using Our Product forfor Good
Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

OperatingOperating Ethically
Ethically andandResponsibly

Appendix

Using our Productfor Good

2022 Sustainability Report, Genesys

19Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Using our Product for Good
Empathy in action
At Genesys, we believe a key to delivering a positive customer
experience (CX) is an empathetic mindset—the ability to center acustomer’s perspective and make them feel heard and understood. We
put the power of empathy to work through our Experience as a Service
vision, with products that leverage engagement, data analytics and AI.
Together, these tools help users achieve personalized, effective andpositive experiences at scale.
The bottom line: Empathy creates trust and trust drives loyalty, enablingcompanies to attract and retain customers over the long term.

Frost & Sullivan
ranked Genesys #1
in cloud contact center innovation,with Genesys outranking thecompetition in all four 2022
“Frost Radar™ Cloud Contact
Center” reports

6

Benefits of Centering Your Customer
According to targeted studies, companies that focus on centering their customers
and employees see6:

92%

increase in customer loyalty

84% boost in revenue
79%

margin in costs saved

Harvard Business Review, “The Loyalty Economy.” https://hbsp.harvard.edu/product/R2001B-HCB-ENG?activeTab=overview

2022 Sustainability Report, Genesys

20Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

New report underscores the power of
positive CX to drive brand loyalty
In the third edition of our global benchmarking study, “The State of Customer Experience,” wefound that most organizations are struggling to deliver the great CX consumers now expect.
When their needs aren’t met, many customers will walk away. However, businesses that
unlock personalized, empathetic experiences can increase customer value and grow revenue
and reach. Insights include:

86%

of consumers
believe a company
is only as good as
its services (up 16%
points from 2021)

43%

of consumers havefelt highly valued
after a call80%+of consumers saythey’d purchaseadditional items
from companies thatconsistently provide
personalized CX

2022 Sustainability Report, Genesys

13%

Yet, only 13% ofbusinesses have thetools and technology
in place to deliver the
CX people want77%

of consumers will
leave a brand after
five or fewer negativeinteractions with its
customer service

50%+of consumers would
pay more to buy
from companies thatdeliver personalized
CX every time

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Facilitating stronger student-faculty connections with WGUThough it can be difficult for working adults to attend courses
in person, access to higher education can change people’s
lives. As a leading provider of online education, Western
Governors University (WGU) has expanded educational
opportunities to more than 100,000 students. WGU’s education
model uses a holistic care and support network to help
students bond with faculty members early on. The university’s
contact center is at the heart of this model—facilitating regularpersonal interactions that help students thrive.
To enhance the student experience and become more mobile
and agile, WGU transitioned from the PureConnect™ platform
to the Genesys Cloud CX platform. The switch made it easierfor students to directly connect with their course instructors,
faculty mentors and university staff. The calls are routed
over the internet using the Genesys Cloud Voice™ service,
which improved call stability and enabled WGU to avoid thehassle and expense of carrier voice services. The shift also
benefited WGU’s DevOps team by giving them more control
to make changes, as well as contact center agents, who
can now work from home. Since implementing the Genesys
Cloud CX platform, the contact center has achieved increased
productivity and improved call response times by 20%.

21

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Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Partnerships that make an impact
Our products put empathy in action to help nonprofits and other organizations
efficiently deliver critical—and even life-saving—resources and support. Whether it’sadvancing efforts to make workplaces more equitable or helping ensure that help
is available in times of crisis, we’re proud to deploy our technology in innovative andmeaningful ways.
Realizing a vision for tech progress with Lighthouse Works
While technology-driven trends—such as the shift to remote work—have benefited
some in the disabled community, they have also created new challenges.
For example, transitioning to digital work can create new obstacles for people who areblind or visually impaired. These groups, who have historically faced challenges in thejob market, currently experience an unemployment rate of over 70%.7 At Genesys, we
believe technology can and should do more to provide support. That’s the focus of ourwork to deliver an innovative call center solution in partnership with Lighthouse Works.
Using Genesys’ open API, the Lighthouse Works development team has createdcustom technology that enables people with blindness or vision loss to work in its
contact centers without inhibition. During customer inquiries, the technology provides
real-time audio cues to agents with advice on how to best respond. This empowers
agents to satisfy their customers and effectively field calls—all thanks to a more
inclusive technology design.
Modernizing the National Domestic Violence Hotline’s operations to ensure
24/7 support
Over the past 27 years, the National Domestic Violence Hotline has answered morethan 6 million calls, chats and texts. Delivering these services are highly trained
advocates who empower survivors to make life-changing decisions with dignity

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

and respect. Since the onset of the COVID-19 pandemic, many factors have caused
increased demand for the 24-hour services the hotline provides.
Previously, the hotline operated from a central, on-premise contact center. Its aging
infrastructure heightened the possibility of system failures—an outcome that is not
an option when lives are at stake. To modernize its operations, the hotline partneredwith Genesys to migrate to our Genesys Cloud CX platform. The hotline’s vision was
to leverage conversational AI and automation in balance with human support toorchestrate survivor-centered experiences that matched the sensitivity and urgency of
their needs.
Now, the hotline deploys digital and voice bots powered by Genesys Digital Bot
Flows to keep pace with the three-time increase in daily calls, chats and texts. These
automated processes make it faster and easier for survivors to anonymously explain
their situation, with the context automatically passed on to an advocate who isprepared to step in with personalized resources and support.

“The hotline’s digital transformation is an important
reminder that customer experience technologies
support diverse use cases that extend beyond the
traditional contact center. Orchestrating seamless,empathetic experiences between survivors andadvocates is enabling them to save more lives every
day, with the Genesys Cloud CX platform helping tounderpin this mission.”

Olivier Jouve
Chief Product Officer at Genesys

World Services for the Blind, “Employment Barriers for the Blind and Visually Impaired.”https://www.wsblind.org/blog/2021/6/16/employment-barriers-for-the-blind-and-visually-impaired

72022 Sustainability Report, Genesys

22Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Improved uptime and availability
Efficiency, uptime, availability—these are core components of best-in-class CX.
When an organization can operate seamlessly and avoid service disruptions,
it becomes better positioned to earn and gain customers’ trust.
One way we help customers maximize uptime is our Resiliency Operations Center(ROC), which provides special response plays and customized service. Our ROC
team works closely with customers to mitigate disruptions by rerouting traffic to ourredundant networking sites.
We also support customers by migrating them to cloud-based solutions that maketheir contact centers more resilient, productive and efficient. Our services are designed
to reduce the risk of system failure, spur faster cycles of innovation and expand
capacity for growth.
Helping GoodLeap build a more sustainable future
GoodLeap’s platform offers flexible ways for consumers to pay for a range ofsustainable products to upgrade their homes, from solar panels to modern HVAC
systems and more. Previously, GoodLeap’s contact center used Genesys’ PureConnect
platform to support seven teams with unique call queuing, email and text needs. To
make the business more stable and resilient, GoodLeap moved to the Genesys CloudCX platform.

Today, GoodLeap has improved both uptime and visibility and achieved a callabandonment rate of less than 1%. One of the key teams, which works with borrowers
to render underwritten decisions, is responsible for a high net promoter score of about
80%. The key is providing agents with the context needed to conduct more productive,
efficient calls. Ultimately, these calls lead homeowners to adopt sustainable solutions
that help them save money while securing a brighter future for all.
Delivering a tailored CX solution for TechStyleOS
TechStyleOS is an online fashion retailer serving more than 5 million customers
worldwide. To propel its business forward, the company sought to transform its global
contact centers. However, its rigid, unstable CX setup created challenges—including
several 24-hour bouts of communications downtime—along the way.
After an in-depth search, the company found its platform of choice in the Genesys
Cloud CX platform—performing a full global rollout in under 90 days. This provided
the retailer with real-time visibility into key performance indicators and the ability to
seamlessly build and embed custom solutions and AI. Today, the platform supports
personalized experiences across 12 countries and seven languages and has improved
uptime by 90%.

The shift allowed GoodLeap to build out new functionalities—such as workforce
management—while supporting exponential growth. As teams unlocked new features,
including predictive dialing, their productivity began to spike. During the first week ofdeployment, one team increased its calls from about 15,000 to 41,000 in a single day.

Harvard Business Review, “The Loyalty Economy.”
https://hbsp.harvard.edu/product/R2001B-HCB-ENG?activeTab=overview

62022 Sustainability Report, Genesys

23

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Improved uptime and availability
By switching to the Genesys Cloud CX platform, TechStyleOS has achieved:

2X
increasein self-service
and chatdeflection$250K
in savings
expected
for annual
licensing2022 Sustainability Report, Genesys

31% fewer

abandoned calls

90%
improvement
in uptime

14% risein inboundtraffic absorbed
without adding
headcount

Building on ourlongstanding partnership
Genesys and AWS are doubling down on our commitment toreimagine customer engagement in the digital-first era. This has
never been more crucial, as organizations can no longer afford slow
innovation cycles and disconnected systems can diminish customer
loyalty and trust. Through our new Strategic Collaboration Agreement,
we plan to expand joint development and our go-to-market
relationship to empower organizations to accelerate their digitaltransformation and cloud CX strategies.

24

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed
Committed to Diversity, Equity
Equityand Inclusion

Investing in Our Talent

OperatingOperating Ethically
Ethically andandResponsibly

Appendix

COMMITTED TO DEI

2022 Sustainability Report, Genesys

25Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Our DEI strategy
Our focus on empathy and our strong commitment to DEI go hand in hand. We endeavor
to provide all our employees a positive and fulfilling workplace experience—one in which
their voices are heard, their contributions are valued and their needs are understood.
We employ a holistic DEI approach, focused on the internal and external factors that
impact our employees, customers, communities and talent pipeline. By 2030, we
aspire to build a workforce as diverse as the markets where we work and to positively
impact lives through our work with charitable organizations. To make that happen, we’recommitted to our strategy to build a more equitable, inclusive culture—within and beyond
our company’s walls.
From recruitment to development to engagement, we took action to embed DEI
principles across our Human Resource (HR) disciplines, within the employee experienceand across our business and functional groups.

Diversifying our workforce
Our vision for a more equitable and inclusive society is vast, and we recognize
we must model this change within. With that in mind, we are making strides inour goal to increase the diversity of our employee base with a focus on women
globally, and race and ethnicity within the U.S. We believe these efforts will
expand opportunities for talented individuals while helping us to spur innovation,
develop inclusive products and meet our customers’ unique needs.
By 2030, we want our workforce to be as diverse as the markets where wework.8 This goal is based on the locations where Genesys has a presence and isdesigned to align our workforce with available market talent. To achieve this goal,
we are working toward the following workforce representation targets by 2030:
Diversity Goals“This past year was about hitting stride with our DEI
work at Genesys, executing against our targeted goals
and delivering impactful results. We saw another year ofsolid growth in the representation of women and peopleof color across the company, and employee feedback
captured from our inclusion index indicates we are also
on the right track with our inclusion andbelonging objectives.”

Eric Thomas

Workforce

Leadership
35%

32%

40%

40%

30%

30%

20%

20%

10%

10%

40%

32%

Women

Underrepresented
Groups (U.S.)

Global DEI Officer at Genesys
00%

00%

Women

8

Based on labor market availability and composition.

2022 Sustainability Report, Genesys(globally)

Underrepresented
Groups (U.S.)(globally)

26

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Our DEI strategy
Fueled primarily by new hires, we achieved another year of growth in representation across all targeted demographics in
FY23. This included an increase from 21.6% to 24.5% among underrepresented groups in our total U.S. workforce.
For the same groups, representation among leadership (defined as director and above) increased from 20.4% to 22.5%.
This reflects net gains in representation of 13.4% across the total U.S. workforce and 10.3% in leadership.
Representation at Genesys9
Race/ethnicity representation in U.S. workforce

9

Race/ethnicity representation in U.S. leadershipWhite: 69.4%

Hispanic: 5.2%

White: 71.9%

Hispanic: 6.5%

Undisclosed: 6.3%

Black: 5.9%

Undisclosed: 5.6%

Black: 3.5%

Asian: 11.7%

Two or more races: 1.5%

Asian: 12.3%

Two or more races: 0.2%

10.3%

Increase
IN Leadership
AMONG
underrepresented
GroupsData for calendar year 2022.

2022 Sustainability Report, Genesys

27

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Women

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Underrepresented groups

Global workforce
27.3%

U.S. workforce

Global leadership
27.9%

29.6%

24.7%

27.6%

19.8%

29.8%

U.S. leadership
21.6%

24.5%

30%

30%

30%

30%

20%

20%

20%

20%

10%

10%

10%

10%

00%

00%
FY2021

FY202200%
FY2021

FY2023

FY2022Black employees

FY2022

FY2023

U.S. leadership
4.7%

1.2%

5.9%

U.S. workforce

FY2021

FY2022

FY2023

2.4%

3.5%

3.8%

4.8%

5.8%

6.5%

FY2021

FY2022

FY2023

U.S. leadership
4.6%

5.2%

7%

7%

7%

7%

6%

6%

6%

6%

5%

5%

5%

5%

4%

4%

4%

4%

3%

3%

3%

3%

2%

2%

2%

2%

1%

1%

1%

1%

0%

0%

0%
FY2021

22.5%

Hispanic employees

U.S. workforce
3.7%

20.4%

00%
FY2021

FY202318.9%

FY20222022 Sustainability Report, Genesys

FY2023

FY2021

FY2022

FY20230%
FY2021

FY2022

FY202328

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Promoting inclusive hiring
When we bring diverse and talented employees together,
we believe it has the potential to unlock new potential for
success. Studies have shown that diverse teams tend to be
more creative, better at tackling complex problems and ideally
positioned to reach broader market segments and generate
novel ideas.10 A key component of our DEI strategy is toencourage our recruitment teams to develop diverse candidate
slates and hiring managers to be more intentional about hiring
diverse talent. This includes creating job descriptions and hiring
processes that are inclusive and encouraging for all typesof talent.
We also collaborated with our Talent Management team tosuccessfully embed DEI principles into our annual performance
management reviews and into the periodic growth anddevelopment syncs between people managers and membersof their teams. This work was designed to create awarenessof how biases can creep into these scenarios. By mitigatingthese biases, we can create more equitable opportunities fordevelopment and growth.

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

AppendixCompetency-based hiring

Across our functions, we equip our recruiters and hiring managers withcompetency-based tools to help them mitigate biases and approach thehiring process with objectivity.

Unconscious bias training

All Genesys managers are required to take two unconscious bias trainings
focused on recognizing and mitigating workplace biases to create a fairand equitable hiring process. They include DECIDE: The Neuroscienceof Breaking Bias and SELECT: Mitigating Unconscious Bias in theInterview Process.

Leadership training

We train our leaders to help them recruit and engage diverse talent, avoid
damaging misconceptions and address systemic inequities.

Inclusive technology

We use technology to analyze job descriptions for terms that can detract
underrepresented applicants. The technology can also block personallyidentifiable information to promote competency-based hiring.

Diverse recruitment channels

To expand our reach to women and people of color, we partner withhistorically Black colleges and universities, as well as professionalorganizations that specifically serve underrepresented groups.

Forbes, “Diversity Confirmed To Boost Innovation And Financial Results.”
https://www.forbes.com/sites/forbesinsights/2020/01/15/diversity-confirmed-to-boostinnovation-and-financial-results/?sh=1441d490c4a6

102022 Sustainability Report, Genesys

29

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Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Inspire Award Honorees
DEI progress is something we celebrate at Genesys. Our DEI Inspire Recognitions honor
outstanding employees who deliver excellence in DEI. We continued these recognitions
for the third year in FY23. Our recipients included:

ChangemakerDiana Engelbrecht

Recognized for acting as a changemaker to bring
DEI to the Genesys workplace.
Local S/Hero

Luciane Barros

Recognized for efforts to enrich and improve her local
community and society.

Investing in Our Talent

Operating Ethically andResponsibly

AppendixCreating a culture where
everyone belongs
When an employee chooses Genesys, we want them to know
they’ve come to the right place—a place where their leaders andcolleagues make them feel included, valued and empowered to dotheir best work. This goes beyond our policies and processes; weoffer opportunities for our employees to have the time, space andresources to build meaningful workplace connections, developintercultural competencies and engage in DEI causes.
During the past year, we restructured our employee networkgroups—unifying them under a single, global operating model. We
also continued to celebrate DEI excellence among our employees
and stepped up our efforts to share our DEI journey with Genesys’
global stakeholders. We’re proud to highlight the milestones we’ve
achieved and energized to continue this critical work.

Bridge Builder

Ella Ben-Ezri

Recognized for efforts to connect diverse teams, regions,perspectives and communities within Genesys to enhance
DEI principles.

2022 Sustainability Report, Genesys

30Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Bringing visibility to our DEI efforts

Gaining insights through our Inclusion Score

Part of our DEI strategy is to leverage Genesys’ global reach toshare our DEI journey with the world. This brings visibility to theimportance of DEI in our business and across our industry.
It also increases transparency and accountability as we pursue
our DEI goals.

Our Inclusion Score uses a multidimensional approach to measure our employees’ experiences related to
DEI. Through the score, we survey employees about whether they feel a sense of belonging at work and ourability to foster an equitable environment where they can achieve their career development goals.

Visit our updated
corporate website
to see how we’re integrating
DEI across our organization.

2022 Sustainability Report, Genesys

FY23 Inclusion Score snapshot

Goal

Methodology

Insights

Identify potential
workplace disparities
and pinpoint actions
to drive improvements,
with a focus on theexperience of womenand underrepresented
groups.

Assess the sentimentsof belonging, empathy,
fairness and equity among
different demographics
and cohorts, then scorethose sentiments against
Genesys’ global
employee population.

We closed gaps in
employee sentiment
on belonging andfairness, recognizing an
8-point improvement
among women and a
5-point gain among
underrepresented
groups.

31

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

AppendixTraining our leaders to drive change
Our leaders set the tone for how we approach our colleagues and work.
By training them to exemplify and embed DEI principles, we aim to infuse thoseprinciples across our business units, regions and teams.
In 2022, we delivered inclusive leadership learning for our vice president (VP)
community with an aim to engage and educate our executive ranks. VPs gained
insights into how to model inclusive allyship and leadership, as well as theimportance of cascading these principles throughout their organizations.
Supporting grass-roots employee action
Just as we work with our leaders to help them model inclusive behaviors, we
support the grassroots efforts of our employee-led inclusion groups and regional
DEI councils. Bringing together members of underrepresented groups and their
allies, our six inclusion groups create spaces for community, advocacy andpersonal and professional development. Their work also aligns with the DEI goalsof our organization and our focus on creating a culture strengthened by belonging
and empathy. To complement these groups, we have established regional DEI
councils that promote cross-cultural understanding and a strong connection to
our One Genesys culture. DEI councils are in place in all regions where Genesys
does business to help address the cultural nuances of our global workforce while
spreading our DEI initiatives worldwide.

2022 Sustainability Report, Genesys

DEI REGIONAL COUNCILS
N.AMERICA

EMEA

LATAM

APAC

32

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Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

In terms of employee engagement, we averaged 10% – 12% across all cultural events. This average aligns
with industry benchmarks for employee engagement in corporate DEI efforts. During the year, our GWIT
group completed its partnership with Room to Read, a nonprofit organization that helps children in lowincome communities develop literacy skills and supports girls as they build skills to succeed in school andnavigate key life decisions. Throughout their partnership, GWIT sponsored 114 girls in Sri Lanka, Cambodia,
India and Bangladesh; submitted more than 130 “read alouds”; and donated nearly $35,000.
Meanwhile, our GBEAM group raised over $22,000 to support partner organizations including the National
Compassion Fund and Victims First Inc. This support was directed to those impacted by the 2022 Buffalo,
New York, tragedy; the Global Mentorship Initiative; Hack The Hood; 100 Black Men of Indianapolis; the Black
Youth Helpline; and Jackson State University in response to the Jackson Mississippi Water crisis.

FY23 Employee Inclusion Group Highlights

10–12%

engagement
across all
cultural events

2022 Sustainability Report, Genesys~$35K
donatedby GWITthrough their partnershipwith Room to Read

$22K+

raised by
GBEAM
to support DEIfocused causes andorganizations

33

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Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing
Investing in Our Talent
TalentOperatingOperating Ethically
Ethically andandResponsibly

Appendix

Investing in
our Talent

2022 Sustainability Report, Genesys

34

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Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Success starts with shared values
As a global organization, our values keep usaligned. They guide us toward progress, shape
the way we do business and remind us who weare. The One Genesys culture means we embrace
empathy, we fly in formation and we’re not afraid
to go big. This creates a roadmap that is designed
to propel us toward success—the Genesys way.
Becoming a talent destination
Our people are the heart of our company—
infusing empathy and innovation into every
experience we create. To expand our impact, weare dedicated to attracting and developing standout talent.
As a fast-growing company in an ever-evolving
industry, we understand the importance ofcontinually investing in our employees. We
provide our employees with training anddevelopment opportunities that are designed tohelp keep their skills sharp and ready them for the
next steps of their career. Our goal is to create apositive employee experience by anchoring ourapproach in empathy, investing in our workforce,
fostering an inclusive environment and driving
collaboration. We believe this approach helps
inspire innovation and better positions us to leadthe Experience as a Service category.

2022 Sustainability Report, Genesys

We seek out employees who are driven to makea difference and invest in the training, resourcesand opportunities needed to help them evolveand thrive. We provide both independence—
empowering them to carve their own paths andtake ownership of their work—and an environmentthat is collaborative, empathetic and inclusive.
Our goal is to foster a growth mindset thatencourages our employees to stay curious andinspired. To help them get there, we leverage
educational resources, development programs
and performance-based feedback.
In FY23, we focused on educating all employees
on our One Genesys values to help themunderstand our company culture and how they
can put these values into action. We provided
a deep dive into our corporate strategy andour company’s goals for the future, giving our
employees visibility into how their roles align with
our shared success.

Embrace Empathy
Listen and learn
Have authentic conversations
Include and empower

Fly in Formation
Prioritize the essential
Align the team
Grow together

Go Big

Inspire bold moves
Innovate and transform
Deliver excellence35Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Success starts with shared values
At the strategy level, we began the foundational work to create a new Global
Career Framework. We plan to continue to expand on this framework in the
future—further aligning it with our strategy and goals. Our other training anddevelopment initiatives included:
Empower learning series
We provided a six-week, virtual learning series for our Leadership Community
focused on topics including:“Leading
Teams and “Inclusive
Leadership”
ThroughChange”
Putting development at the forefront
Productive employee development is a two-way endeavor: It requires personal
determination, along with thoughtful coaching and leadership support. In FY23,
we designated an entire quarter to employee growth and development, with
programming focused on a robust “Sync” discussion between employees andtheir managers.

Updated global new hire training
We enhanced our global new-hire training to make the experience more of a journeyand strengthen the connection between our people, values and guiding principles.
This included: immersive learning experiences, new hire curriculum for managers andcreating community and belonging from day one.
Recognition training and ADKAR Leading Teams
We rolled out new training to all managers on the importance of employee recognitionand how to take care of themselves and their teams. This helped to support ourpeople managers to provide guidance and support on the well-being of their people,
how to manage stress, and how to use positive messaging and celebrate small wins.
We also launched ADKAR (awareness, desire, knowledge, ability and reinforcement)“Leading Teams through Change” courses—including a course for our people
managers and a special version for all employees—to support them through the manychanges and challenges we faced throughout the fiscal year.

with their teams. We also held company-wide webinars for all employees, which
provided guidance and tools on how they can help shape their development goals
and growth. The webinars included tips for giving and receiving feedback and key
steps to elevate performance. Our goal: Empower employees to reach for new
heights in their careers.

Throughout the quarter, we led workshops—both in-person and virtually—to guidemanagers on best practices for having productive development discussions

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Employee engagement
and satisfaction
Delivering exceptional experiences is what we do at Genesys—not just forcustomers and their employees but also for our own dedicated employees
worldwide. We aim to create an environment where employees feel energized,
creative and supported, both in their work and personal lives. Our outlook is thatpeople tend to perform their best when they have an overall sense of well-being,
feel heard and are highly engaged. This also tends to fuel recruitment, boost
retention and foster innovation, making it a worthwhile investment for both ourbusiness and our teams.
Listening to and learning from our people
Our empathetic mindset keeps us focused on listening to our employees andusing their insights to create a workplace where they can thrive. We tune into
employee feedback through our annual Employee Engagement and Employee
Experience surveys. We launched additional pulse surveys—administered on aquarterly basis—throughout the fiscal year. These follow-up surveys help us stay
current on how employees are feeling about their workplace and what we can do
to improve.

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Advancing Environmental
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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix2023 Employee Experience
Survey highlights
Completed in February 2023
Strong participation rate of 80%
High survey scores:
Understanding Genesys’ plans for future successAcceptance by managers and coworkers
Flexibility to meet needs of both work and personal life
Manager effectivenessInsights from 6,600+ comments that continued to illustratethat employees feel:
ValuedSupported
Like they belong

Throughout the year, we also used the Employee Experience Index™ tomeasure employees’ end-to-end experience, from initial recruitment throughonboarding to the work and offboarding phases. Additionally, after reviewing
our Employee Engagement Survey results from FY23, we identified
professional development as an opportunity for improvement. In response,
we launched Growth & Development Syncs and Personas for employees
and managers. We also updated our internal mobility guidelines.

In FY23, we conducted
our third Employee
Sustainability Survey
to help raise awareness about sustainable living and deepen
our understanding of the environmental impact of ouremployees working from home. Learn more about what
we found and how we engage employees in oursustainability efforts.

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Promoting employee well-being
We believe in treating our employees with dignity and respect, which means demonstrating that wevalue their contributions, and appreciate their holistic needs. We strive to enhance our employees’
overall well-being, as well as that of their families, to create a culture of empathy and care.
To enhance our employee experience, we offer the great benefits and perks of a larger techcompany, plus the flexibility to strike a balance between life and work. For example, through our
Workplace of the Future program, we empower employees to develop a customized plan with their
managers to determine their preferred working situation—office-based, flexible or fully virtual—and
their primary working hours. We also deliver a variety of innovative mental- and physical-healthresources, including the following, which we provided in FY23:
Flexibility in the form of August “Free” Fridays, a Mental Health Day for all employees during
October and additional time off dedicated to “End-of-Year Wellness”
Additional wellness resources provided during our Social Wellness Month, created in partnershipwith our Sustainability and DEI teams
Webinars focused on mental health and well-being for parents
Tutoring options for employees with school-aged kids

Putting employee
well-being at the centerof our workplace has long been our approach, and the
COVID-19 pandemic underscored the need to do evenmore. In FY23, we integrated our approach with the ongoingwellness opportunities we provide to our employees.

2022 Sustainability Report, Genesys

Reimbursements for home-office equipment to enable comfortable, effective and safe
remote work
Lyra well-being and mental health support, which includes training, counseling and wellness tips
to help our employees navigate work in a virtual-first climate
Additional resources—such as a Lyra alcohol recovery program, financial wellness tools anda physical wellness initiative—that are specific to our U.S. employees.

39Introduction

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Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Amplifying our impact
Embrace empathy. Fly in formation. Go big. These values go beyond guiding
our work—they drive us to uplift the communities where Genesys is based. Our
Impact Together program provides an opportunity for employees to embody ourvalues by offering their energy, time and goodwill. It’s a way for us to work side byside with our colleagues and make our One Genesys culture even stronger—all inan effort to positively impact our neighbors’ lives.

To further support
underserved communities
We encourage our employee inclusion groups and regional
DEI councils to partner with organizations that alignwith each group’s overarching vision and mission. Learn
more about how our employee networks made a positive
community impact in FY23.

Impact Together is employee-driven and employer-supported, meaning thecauses that are important to our employees are important to us. We also
provide opportunities for employees to make their impact go even farther
by participating in matching opportunities, Dollars for Doers, corporate
volunteer and giving initiatives and volunteer time off.

Through Genesys CloudIn FY23, our technology orchestrated over 40 million
positive experiences for charitable organizations.

2022 Sustainability Report, Genesys

40Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Our global impact
Hungary
For the second year of Genesys’ global food drive, our Hungary office partneredwith the Hungarian Food Bank Association to help raise funds and prepare meals.
In the past two years, the team in Hungary has placed first and third in fundraising
for the food drive, donating their own funds and earning corporate rewards to help
hungry people in their community. Employees also volunteered at the food bankfor the International Day of Service, preparing more than 16,000 canned goods
for partnering organizations. The food bank is incredibly proud and grateful to call
Genesys a community partner.
UkraineWhen the conflict in Ukraine began, Peter Faust of the Genesys team in Frankfurt,
Germany, joined an effort to bring food and medical supplies to those in need. Peter
had a license to drive large trucks from his days of military service, so friends asked
him to join a large convoy as one of the drivers. The group began in Germany andtraveled more than 745 miles across Poland to the border with Ukraine, delivering
more than 100 tons of food and medical supplies before driving refugees back withthem into Poland and Germany. Peter continued his commitment, making a total of
six trips to the border.

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Advancing Environmental
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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Our global impact
India
The Genesys team in India has been providing essential support and infrastructure
to the students at Government School Nazarathpet since 2019. Identified throughan adopt-a-school campaign, the program has encouraged Genesys employees
to provide essential items like classroom tables and chairs, hygiene needs and,notably, computers.
“The goal of the campaign is to provide long-term support to the school and createa transformation in terms of infrastructure, competency development and cultural
initiatives. The committee aims to revamp the school’s water-treatment plant,
provide high-speed internet access and promote extracurricular activities involving
Genesys employees who’d like to volunteer.”

Vijay Krishna
Senior Manager, CSS

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Our global impact
Indiana, Massachusetts and North Carolina, U.S.
For 25 years, Rise Against Hunger has been nourishing communities and providing
resources for disaster relief. The organization targets specific geographic regions
where access to diverse and nutritious food is limited—addressing hunger where thehelp is needed most. In FY23, our North American offices in Boston, Indianapolis
and Raleigh-Durham partnered with Rise Against Hunger to pack nearly 50,000
meals for hungry people worldwide.
Indiana, U.S.
Since 1976, Habitat for Humanity has helped millions of people improve theirliving conditions. In FY23, employees from Genesys’ Indianapolis, Indiana, officepartnered with the organization to bring a local family new hope. More than 100
Indianapolis employees pitched in to support the family of four by building the wallsof their new home.
“Genesys Indy helped make a dream a reality for single mom, Cecily, a motherto three boys who has dreamed of owning a home.”

Joi RileyEngagement Coordinator andGlobal Site Reporting

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

OPERATING ETHICALLYAND RESPONSIBLY

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Corporate governance
Our CEO and Board of Managers oversee our operations and corporate governance.
The Board of Managers includes representatives from the private equity firms Hellman& Friedman and Permira, which collectively own a majority stake in our company.
United by our values
By maintaining a strong moral compass, we set the stage for environmentally andsocially responsible growth. Our employees live and work across numerous politicalborders, in a variety of cultures and a range of diverse legal frameworks—and we areunited in our commitment to do business the right way.
At Genesys, this means conducting our business in a way that is ethical, lawful andhonest. To support this commitment, we require all employees to complete an annual,global compliance training module, which covers topics such as ethics, privacy andsecurity, conflicts of interest, anti-corruption, anti-fraud, fair dealing and competition,
modern slavery and trade compliance. The training includes reviewing andacknowledging our Code of Conduct, which outlines our commitment to maintaining
our customers’ trust, loyalty and respect. This commitment drives us to design anddeliver innovative, high-quality, secure and reliable products and services and avoid
corrupt, illegal, dishonest or deceptive business practices. In FY23, we made updates
to our Code of Conduct to further elaborate on our core values and principles.
We encourage employees to speak up if they experience or suspect harassment,a potential violation of our Code of Conduct, or any other Genesys policy or
governmental law. Several avenues are available for reporting violations, including
contacting a manager, our human resources or legal departments, our chiefcompliance officer, or the Compliance Helpline, which is available 24 hours a day,seven days a week, and is hosted by a third party.

2022 Sustainability Report, Genesys

We do not tolerate intimidation, disadvantage, or reprisal against any employee who
makes a report in good faith. Reports may be submitted anonymously—where allowed
by law—and, consistent with the law and Genesys policy, all information provided is
kept strictly confidential. Reports of violations are investigated and, if appropriate,
reviewed in detail by the Genesys Ethics and Compliance Team, Ethics and Compliance
Oversight Committee and Audit Committee.
Anti-corruption
Our Anti-Corruption Policy makes clear that Genesys does not offer or accept bribes or
kickbacks and does not tolerate corruption in any of our business dealings. It applies to
all Genesys employees and third parties with whom we engage. The policy aligns with
anti-corruption laws including the U.S. Foreign Corrupt Practices Act, the U.K. Bribery
Act, the OECD Convention on Combating Bribery of Public Officials in International
Business and the U.N. Convention Against Corruption.
Our business partners are required to certify that they are aware of, and agree to abide
by, the terms of our Anti-Corruption Policy. We also conduct substantial due diligence,
which includes face-to-face audits with partners in their local offices. This process isdesigned to verify that our partners meet rigorous standards for compliance with anticorruption laws.
Export compliance
We have strict procedures in place to facilitate compliance with export control rules
and laws of the countries where we do business, including robust internal steps
designed to ensure that our products are properly classified for export, the parties
involved in export transactions are properly screened and all applicable export
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Operating Ethically andResponsibly

Appendix

Corporate governanceWe engage third parties to provide additional assurance that we are operating incompliance with applicable rules and laws.
Anti-harassment
Genesys is committed to providing a work environment free of unlawful harassment.
We prohibit all forms of harassment on any basis, in accordance with all federal, stateand local laws, ordinances and regulations. Our policy applies to all persons involved in
the operation of the company and prohibits unlawful harassment by any employee ormanager of Genesys, as well as contingent workers, vendors, customers and any otherpersons, including unpaid interns and volunteers.

Governance policies
We have implemented the following governance policies, which apply
to all employees, temporary workers, contractors and consultants
around the world. In FY23, we updated our Code of Conduct, Supplier& Business Partner Code of Conduct, and Anti-Corruption Policy, andadded a new policy on modern slavery.
Genesys Code of Conduct
Genesys Supplier & Business Partner Code of Conduct
Supplier Diversity Statement
Genesys Anti-Corruption Policy

Sales, Services andOperations in Russia

Modern Slavery Policy
Whistleblower Policy

In Mid-March 2022, in response to the unjustified
attack on Ukraine and the implications of theconflict to Eastern Europe, Genesys made thedecision to halt all sales and operations in
Russia and Belarus. Genesys also decided that,in addition to sales and operations, to suspend
services and support for partners and customers
in those regions.

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Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Responsible Procurement
Our responsible andsustainable procurement
guidelines
aim to conserve natural resources through the promotion andpurchase of recycled, recyclable and renewable materials. We also
conduct our Sustainable Procurement course, which helps guide theSourcing and Procurement team in fair competition, green purchasing
and supplier diversity.

Achieving ambitious sustainability goals is possible only when we engage with all
our key stakeholders. Since many of our environmental, social and governance(ESG) impacts occur within our supply chain, we believe it is important toengage with partners that also strive to have a positive impact. By leveraging
our purchasing power and influence to encourage the adoption of sustainable
practices, we aim to amplify our impact.
Environmentally preferable purchasing
We incorporate environmental considerations into our purchasing decisions.
For example:
Our preference is to purchase at least ENERGY STAR TM Certified &Alternative Low Power Mode (ALPM) computer equipment. Other computerequipment attributes include recycled tin and fiber-based packaging containing
recycled materials.

2022 Sustainability Report, Genesys

We seek to source sustainable Genesys branded products for our online catalog,
which are produced with recycled content and renewable materials such asbamboo and fibers.
Doing more, together
We hold all our suppliers to the same high standards with which we operate our own
business. Our updated Supplier and Business Partner Code of Conduct sets forth our
ESG expectations for our suppliers and is included in contracting. Third parties arealso expected to conduct their own internal risk assessments in accordance with thisCode of Conduct, along with providing requested ESG information. Through our Vendor
Qualification and Risk Mitigation processes, we evaluate new suppliers to help ensure
their practices align with our values. This vetting process assesses various criteria,
including regulatory and legal compliance, geopolitical, country, privacy, financial andinformation security risks. Additionally, in FY23, we’ve conducted new targeted ESG
assessments within our supplier base.
As part of our efforts to prioritize diversity across
supplier partnerships, we are a member of the
Supplier Diversity Coalition, a group of technology
companies that prioritizes diversity across supplierpartnerships. Through this initiative, we survey
our suppliers to not only track minority ownership, but to also gain insights into therepresentation including women, racial minorities and LGBTQ individuals within eachsupplier’s employee base, leadership team and board of directors. We review this datawhen making decisions about vendor selection and contract renewals, while continuing
to evolve our supplier diversity categories. Please see the Supplier Diversity Statementfor details (in the Corporate governance policies section).

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Privacy and security
We understand the importance of data privacy and security
to maintain our customers’, suppliers’, business partners’ andemployees’ trust. As part of this process, we continually adopt
and upgrade our safeguards as cybersecurity threats evolve.
We have identified key region-specific information security
standards to bolster the security of our platforms around theworld. Where required, we also expand the scope of the globally
recognized standards to which we are certified to include areas
with a significant operational presence. We also monitor andcomply with various data privacy regulatory frameworks acrossthe globe, including Europe’s General Data Protection
Regulation (GDPR).
Our Information Security teams observe internationallyrecognized security frameworks and work to ensure that
Genesys products maintain compliance with PCI, HITRUST, SOC
2 Type 2, HIPAA, IRAP, BSI C5, ISO 27001 and others.
We also cooperate with the ISO 27018 audits, which containprivacy controls.
The privacy team works closely with the various internalbusiness units to ensure “privacy by design” is embedded in
our processes and offerings. In addition to this review process,employees are given data privacy training to ensure that privacy
is a key part of the development process.

Role

Responsibilities

Chief Privacy Officer (CPO)
European Data Protection
Officer (EDPO)
Business unit security teams
Chief Information Security
Officer (CISO)

Oversees our companywide data privacy program, monitors its effectiveness andadvises on global privacy laws and requirements

Helps ensure that Genesys meets all requirements of European data protection law

Represent the various software and platforms that our customers use, headed bya vice-president-level position
Works closely with business unit security teams to help bolster the company’s overall information
security capabilities
Works with the CISO and business unit teams to provide services in vulnerability management, security

Information security teamarchitecture, third-party risk management, guidance on risk and compliance, penetration testing andcode scanning/review, and to train developers in secure coding principles and security practices

All Genesys employees

Participate in annual training to review key principles and tenets involving cybersecurity, privacy
and compliance“We look to the principles of GDPR to guide how we process personal data and apply those across ourglobal customer base. We have a duty to not only our customers, but to our customers’ customers, toprotect their personal information and ensure it’s processed in way that is fair, transparent and secure.”

William Dummett
Chief Privacy Officer

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

Empathy through ethical AI
Genesys uses AI to deliver empathetic experiences for customers andemployees at scale. AI and automation tools can make contact center
agents’ jobs easier—growing customer loyalty and boosting revenue along
the way. Over the past year, new forms of AI, including large language
models, have received significant interest due to both the exciting
possibilities and ethical questions they present. Genesys is committed toseeking practices that aim to leverage our AI technology is built, used andapplied in a way that is responsible and fair.
Five years ago, we launched an AI Ethics program in an effort to holdus accountable to our commitment and to develop products thatminimize bias and don’t diminish the data rights or privacy of individuals
or communities. From there, we formed an AI and Ethics Roundtable
representing teams who create our AI models, including data scientists,
researchers and engineers. The roundtable also includes experts fromour marketing, product management and legal departments, whose main
objective is to communicate our AI Ethics guidelines to partners, customers
and employees. We evolved these guidelines in FY23 to align with our corevalues. Our updated guidelines include:

Building on the work of the AI and Ethics Roundtable in 2021 and 2022,
we evolved Genesys’ AI Ethics guidelines to align with our core values. We
believe it is critical that the value creation opportunities offered by AI are
considered together with empathy toward users (customers and agents).
We also believe that applications of AI must provide a sufficient level oftransparency, measure and reduce bias where possible, and build on privacy
as a core principle. Our efforts toward ethical AI resulted in the creation of a2022 Sustainability Report, Genesys

Balance value creation with empathy
Genesys is committed to ensuring the needs of our stakeholders, end
customers, agents/employees and businesses are well understood andconsidered throughout the value-creation process and across our
product portfolio.

Incorporate privacy by design principles
Genesys is committed to the core principles of privacy by design, protecting
an individual’s right to privacy from the outset.

Understand and reduce bias

Genesys is committed to understanding and reducing bias in AI models to
support ethically fair decision-making.

Be transparent

Genesys is committed to ensuring stakeholders understand the underlying
decision-making processes.

cross-functional Genesys AI Ethics Board that is responsible for the Genesys
AI governance framework and tasked with overseeing the company’s
compliance with the rapidly evolving AI regulations worldwide. We havebenefited from this proactive approach, especially in light of the very recent
growth in popularity of Large Language Models (LLM) through applications
such as ChatGPT that raise many key questions about AI Ethics, handlingpersonal data or explainability.
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Investing in Our Talent

OperatingOperating Ethically
Ethically andandResponsibly

Appendix

Appendix2022 Sustainability Report, Genesys

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Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

About this report
This report includes updates on our sustainability strategy, performanceand related metrics, covering our fiscal year 2023, which is the period fromFeb. 1, 2022, to Jan. 31, 2023, with additional information on activities, whereappropriate, through April 2023. Unless indicated or the context requires
otherwise, all metrics cover our fiscal year 2023.
The report covers the social and environmental performance, governance,compliance and risk management aspects of our business and is informed by
the Global Reporting Initiative (GRI) standards, TCFD Framework and SASB. We
obtained limited assurance from Apex Companies, LLC, a third-party service
provider, for select sustainability metrics.
The goals and projects described in this report are aspirational. As such, noguarantees or promises are made that these goals and projects will be met or
successfully executed. Furthermore, data, statistics and metrics included in thisreport are non-audited estimates, not prepared in accordance with generally
accepted accounting principles (GAAP), continue to evolve and may be based onassumptions believed to be reasonable at the time of preparation, but should not
be considered guarantees and are subject to future revision.
This report uses certain terms including those that GRI or others refer to as“material” to reflect the issues or priorities of Genesys and its stakeholders.
Used in this context, however, these terms are distinct from, and should not be
confused with, the terms “material” and “materiality” as defined by or construedin accordance with securities, or other, laws or as used in the context of financial
statements and reporting.

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Appendix

Forward-looking statements
Statements of future events or conditions in this report, including those that concern future
circumstances and results and other statements that are not historical facts and are sometimes
identified by the words “may,” “will,” “should,” “potential,” “intend,” “expect,” “endeavor,” “seek,”“anticipate,” “estimate,” “believe,” “could,” “project,” “predict,” “continue,” “goal,” “target” or othersimilar words or expressions, are forward-looking statements. Forward-looking statements are
based upon current plans, estimates and expectations that are subject to risks, uncertainties
and assumptions. Should one or more of these risks or uncertainties materialize, or should
underlying assumptions prove incorrect, actual results may vary materially from those indicatedor anticipated by such forward-looking statements. The inclusion of such statements should not
be regarded as a representation that such plans, goals, targets, estimates or expectations will
be achieved.
Important factors that could cause actual results to differ materially from such plans, goals,
targets, estimates or expectations include, among others: changes in economic, politicaland business conditions; pandemics (including the COVID-19 pandemic), global hostilities
or natural disasters that disrupt normal business operations or other events beyond ourcontrol and actions by governments, businesses and individuals in response to the situation;technological advances or innovation; mergers and acquisitions or significant businessmodel changes; unexpected delays, difficulties and expenses in executing against our goals
set forth in this report; and changes in laws or regulations, including those related to climate
initiatives. The forward-looking statements in this report are made as of the date of this report,
unless otherwise indicated, and we undertake no obligation to update these forward-looking
statements to reflect subsequent events or circumstances.

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Appendix

GRI Index
Statement of Use

Genesys has reported the information cited in this GRI content index for the period February 1, 2022 to January 31, 2023 with reference to the GRI standard.

GRI 1 used

GRI 1: Foundation 2021

GRI Standard/Other Source

Disclosure

Location/Response

2-1

Organizational details

Genesys Telecommunications Laboratories Inc. Menlo Park, CA, USA

2-2

Entities included in the organization’s sustainability reporting

Genesys is an incorporated, privately-owned company and the sole entity included in sustainability reporting.

2-3

Reporting period, frequency and contact point

February 1, 2022-January 31, 2023 Annually sustainability@genesys.com

2-4

Restatements of information

Any restated information can be found in the footnotes of our Sustainability Report.

2-5

External assurance

Apex, our third party auditor, assessed and verified our GHG emissions in FY23.

2-6

Activities, value chain and other business relationships

About Genesys

2-7

Employees

About Genesys

2-9

Governance structure and composition

Genesys Leadership https://www.genesys.com/company/leadership

2-10

Nomination and selection of the highest governance body

Corporate governance

2-11

Chair of the highest governance body

Tony Bates is both the Chairperson of the Board and CEO of Genesys.

2-12Role of the highest governance body in overseeing themanagement of impacts

Although Genesys is a privately held company, Genesys’ Chief Executive Officer (CEO) serves as chairman of the company’s Operating Committee and oversees business strategy for the company, which includes climate-related policies and strategy. As sustainability is a strategic business KPI, our CEO is ultimately responsible for overseeing and monitoring Genesys’ sustainability program andprogress towards the company’s 2030 goals, which include achieving carbon neutrality. Sustainability is one of the four metrics bywhich the company evaluates its business performance (the other three being growth, profitability, and experience).

2-13

Delegation of responsibility for managing impacts

As a privately held company, Genesys maintains an Operating Committee (which in essence functions like a boardof directors). The Operating Committee is chaired by our CEO and made up of experienced, external experts who serve as Committee
Members. At least twice per year, the company’s Global Sustainability Officer presents a formal update to the Operating Committee
on progress towards Genesys 2030 sustainability targets and annual performance milestones.

2-14

Role of the highest governance body in sustainability reporting

The Chief Sustainability Officer (CSO) is a member of the Genesys leadership team, reporting to the EVP, Chief Strategy and Operations Officer, who reports to the Chief Executive Officer (CEO). The CSO oversees the implementation of our sustainability strategy,
integrates sustainability throughout our company, and monitors our environmental and social performance. The CSO leads theinternal sustainability team and works closely with an internal Sustainability Council composed of representatives from 11 business
functions. The CSO and council work together to create sustainability initiatives and policies, track ESG developments, and manage
sustainability communications with employees, investors and other stakeholders.

General Disclosures
GRI 2: General Disclosures 2021
The organization and its reporting

Activities and workers

Governance2022 Sustainability Report, Genesys

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Appendix

GRI Index
2-15

Conflicts of interest

Corporate governance

2-17

ollective knowledge of the highest governance body

Genesys Leadership https://www.genesys.com/company/leadership

2-19

Remuneration policies

2-20

Process to determine remuneration

Our Board of Managers is compensated based, in part, on overall company performance and effective management of our fourpillars that include many aspects of sustainability, growth, profitability, and experience.

Strategy, policies and practices
2-22Statement on sustainable development strategy

CEO Letter

2-23

Policy commitments

Global Tax Policy
Trade Compliance Policy
Anti-Corruption Policy
Data Privacy Policy
Anti-Harassment Policy
Competitive Practices Policy
Modern Slavery Policy
Code of Conduct
Supplier & Business Partner Code of Conduct
Supplier Diversity Statement
Whistleblower Policy
AI Ethics Guidelines
All Policies: https://www.genesys.com/company/legal
AI Ethics Guidelines: https://www.genesys.com/collateral/ai-ethics-guidelines

2-24

Embedding policy commitments

Corporate governance
Responsible procurement
Privacy and security

2-25

Processes to remediate negative impacts

Whistleblower Policy https://www.genesys.com/media/Whistleblower-Policy-April-21-v2.pdf

2-25

Mechanisms for seeking advice and raising concerns

Whistleblower Policy https://www.genesys.com/media/Whistleblower-Policy-April-21-v2.pdf

Approach to stakeholder engagement

Integrating sustainability across Genesys

Stakeholder engagement
2-29
Material topics
GRI 3: Material Topics 2021

Approach to stakeholder engagement

3-1

Process to determine material topics

Integrating sustainability across Genesys

3-2

List of material topics

Integrating sustainability across Genesys

3-3Management of material topics

Integrating sustainability across Genesys

Management of material topic

Corporate governance

GRI 200: Economic
GRI 205: Anti-corruption
3-32022 Sustainability Report, Genesys

54

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

GRI Index
205-1

Operations assessed for risks related to corruption

Corporate governance
Responsible procurement

205-2

Communication and training about anti-corruption policies
and procedures

Corporate governance

3-3Management of material topic

Advancing Environmental Sustainability

302-1

Energy consumption within the organization

Advancing Environmental Sustainability

302-2

Energy consumption outside of the organization

Advancing Environmental Sustainability

302-3

Energy intensity

Total Energy Consumed: 19,424 MWh (Source: CDP, C8.2a)
Total Customers: 7,000 (Source: About Genesys)
Energy Intensity Ratio: 2.77 MWh/customer

302-4

Reduction of energy consumption

Advancing Environmental Sustainability

302-5

Reductions in energy requirements of products and services

Advancing Environmental Sustainability

3-3Management of material topic

Advancing Environmental Sustainability

302-1

Direct (Scope 1) GHG emissions

Advancing Environmental Sustainability

302-2

Energy indirect (Scope 2) GHG emissions

Advancing Environmental Sustainability

302-3

Other indirect (Scope 3) GHG emissions

Advancing Environmental Sustainability

302-4

GHG emissions intensity

2022 CDP Climate Change, C6.10

302-5

Reduction of GHG emissions

Advancing Environmental Sustainability

302-7

Nitrogen oxides (NOX), sulfur oxides (SOX), and other significant
air emissions

Omission: Genesys does not emit significant air emissions due to the nature of its business model.

3-3Management of material topic

Investing in our Talent

404-1

Average hours of training per year per employee

In FY23, we offered the following training hours to our employees:
All employees: 22 hours per employee
Managers: 28 hours per manager
VP Level & Above: 20 hours per leader

404-2

Programs for upgrading employee skills and transition
assistance programs

Investing in our Talent

GRI 300: Environmental
GRI 302: Energy

2022 CDP Climate Change, C8.2a

GRI 305: Emissions

GRI 400: Social
GRI 404: Training and Education

2022 Sustainability Report, Genesys

55Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

GRI Index
404-3

Percentage of employees receiving regular performance andcareer development reviews

95% of employees received an annual performance review in FY23.

3-3

Management of material topic

Advancing Environmental Sustainability

405-1

Diversity of governance bodies and employees

Diversifying our workforce

Management of material topic

Creating a culture where everyone belongs
Corporate governance
Code of Conduct
Whistleblower Policy

GRI 405: Diversity and Equal Opportunity

GRI 406: Non-discrimination
3-3

Code of Conduct: https://www.genesys.com/company/legal/code-of-conduct
Whistleblower Policy: https://www.genesys.com/media/Whistleblower-Policy-April-21-v2.pdf
GRI 413: Local Communities
3-3Management of material topic

Using our Product for Good
Amplifying our impact

413-1

Operations with local community engagement, impact
assessments, and development programs

Using our Product for Good
Amplifying our impact

413-2

Operations with local community engagement, impact
assessments, and development programs

Using our Product for Good
Amplifying our impact

Management of material topic

Privacy and security

GRI 418: Customer Privacy
3-32022 Sustainability Report, Genesys

56Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

SASB Index
SASB Index
Topic

Accounting Metric

Category

Unit of MeasureCode2023 Response

Environmental Footprint ofHardware Infrastructure

Total energy consumed, percentage grid electricity,
percentage renewable energy

Quantitative

Gigajoules, percentage (%)

TC0102-01

Our GHG Footprint

Total water withdrawn, percentage recycled,
percentage in regions with High or Extremely HighBaseline Water Stress

Quantitative

Cubic meters (m3), percentage (%)

TC0102-02

Description of the integration of environmental
considerations to strategic planning for data center
needs

Discussion and Analysis

n/aTC0102-03

Advancing Environmental Sustainability

Discussion of policies and practices relating tocollection, usage, and retention of customers’
information and personally identifiable information

Discussion and Analysis

n/aTC0102-04

Privacy and Security

Percentage of users whose customer informationis collected for secondary purpose, percentage whohave opted-in

Quantitative

Percentage (%)

TC0102-05

Amount of legal and regulatory fines andsettlements associated with customer privacy

Quantitative

U.S. dollars ($)

TC0102-06

Number of government or law enforcement
requests for customer information, percentage
resulting in disclosure

Quantitative

Number, percentage (%)

TC0102-07

List of countries where core products or services
are subject to government-required monitoring,
blocking, content filtering, or censoring

Discussion and Analysis

n/aTC0102-08

Number of data security breaches and percentage
involving customers’ personally identifiable
information

Quantitative

Number, percentage (%)

TC0102-09

Discussion of management approach to identifying
and addressing data security risks

Discussion and Analysis

n/aTC0102-10

Percentage of employees that are (1) foreign
nationals and (2) located offshore

Quantitative

Percentage (%)

TC0102-11

Employee engagement as a percentage VI

Quantitative

Percentage (%)

TC0102-12

Employee Engagement and Satisfaction

Percentage of gender and racial/ethnic grouprepresentation for: (1) executives and (2) all other

Quantitative

Percentage (%)

TC0102-13

Diversifying our Workforce

Number of (1) performance issues and (2) service
disruptions; total customer downtime

Quantitative

Number, Days

TC0102-14

Discussion of business continuity risks related todisruptions of operations

Discussion and Analysis

n/aTC0102-15

Data Privacy & Freedom of Expression

Data Security

Recruiting & Managing a Global, Diverse
Skilled Workforce

Managing Systemic Risks fromTechnology Disruptions

2022 Sustainability Report, Genesys

Privacy and Security

Improved Uptime and Availability

57

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

SASB Index
SASB Index
Topic

Accounting Metric

Category

Unit of Measure

CodeIntellectual Property Protection & Competitive Behavior

Number of patent litigation cases, number
successful, and number as patent holder

Quantitative

Number

TC0102-16

Amount of legal and regulatory fines andsettlements associated with anti-competitive
practices XVIII

Quantitative

U.S. dollars ($)

TC0102-172022 Sustainability Report, Genesys

2023 Response58Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

TCFD Index
Disclosure Focus Area

Recommended Disclosure2022 Response

2022 Referencea) Describe the board’s oversight of climate-relatedrisks and opportunities.

Although Genesys is a privately held company, Genesys’ Chief Executive Officer (CEO) serves as chairman of thecompany’s Operating Committee and oversees business strategy for the company, which includes climate-related
policies and strategy. As sustainability is a strategic business KPI, our CEO is ultimately responsible for overseeing
and monitoring Genesys’ sustainability program and progress towards the company’s 2030 goals, which include
achieving carbon neutrality. Sustainability is one of the four metrics by which the company evaluates its businessperformance (the other three being growth, profitability, and experience). Genesys maintains an Operating
Committee (which in essence functions like a board of directors). The Operating Committee is chaired by our CEO
and made up of experienced, external experts who serve as Committee Members. At least twice per year, thecompany’s Global Sustainability Officer presents a formal update to the Operating Committee on progress towards
Genesys 2030 sustainability targets and annual performance milestones.

Introduction> Integrating
sustainability across Genesys
Introduction> Sustainability
governance2022 CDP Climate Change,
C1.1a-1.2ab) Describe management’s role in assessing andmanaging climate-related risks and opportunities.

Sustainability is integrated into the strategy of Genesys as one of our four key business metrics along with growth,
profitability and experience . Our Chief Sustainability Officer oversees the implementation of our global sustainability
strategy, integrates sustainability throughout our company, and monitors our environmental and social performance.
The Global Sustainability team manages our initiatives and policies and tracks ESG developments, which includes
sustainability communications with employees, investors, and other stakeholders.

Integrating sustainability
across Genesys
2022 CDP Climate Change,
C1.1a-1.3aa) Describe the board’s oversight of climate-relatedrisks and opportunities.

Risks & Opportunities:• Regulatory: Genesys considers the influence of local and federal regulations, including environmental and climaterelated rules, when making business decisions. As a result, Genesys has taken a proactive approach to the detailed
reporting of climate-related risks, emissions, and net-zero transition plans.
• Technology: Climate-related technological risks are relevant and include failing or too slowly adopting lower
emission technologies. Genesys partners with enterprise datacenter infrastructure companies who maintain up todate, energy efficient server and IT equipment. Genesys datacenter partners continue to innovate and adopt moreenergy efficient processors and carbon-reducing building management strategies.
• Legal: As a global company, Genesys is open to any climate-related litigation claims and risks. Our Sustainability
and Legal teams work together to ensure that any climate-related legal risks to the business are known, planned forand acknowledged within our policies and operations.
• Market Pressure: Genesys acknowledges the risk presented by failing to respond to climate-related market
changes. For example, more and more customers each year include sustainability criteria in their proposal
requests. Sustainability has become a competitive advantage highlighting those who are better equipped to support
customers on their sustainability journeys.
• Reputation: Genesys’ ability to attract and retain customers depends on its reputation. Demonstrating continual
progress towards the company’s publicly stated sustainability goals has grown in importance as current andpotential customers increasingly expect their value chain partners to reflect their values and support them inprogressing towards their own sustainability and climate-related targets.
• Acute Physical: Although Genesys is a software as a service (SaaS) company, acute climate risks are relevant
because we maintain leased office spaces globally and depend on our partner’s datacenter infrastructure. Acuteclimatic events like flooding and extreme heat may strain datacenter and office operations, for example bynecessitating additional cooling infrastructure to protect uptime and provide a safe and comfortable working
environmental for employees.
• Chronic Physical: Widespread, long-term changes to global climate present risks to Genesys by introducing
uncertainty for our business partners and customers. For example, a future with warmer summers, rising sea levels,and more frequent extreme weather events may change where is considered an ideal geographic location to locate
infrastructure, for example a datacenter, as it influences grid electricity costs and may pose an increased likelihoodof flooding. Partners may pose additional costs to Genesys to offset infrastructure projects. Further, customers may
be less inclined to purchase Genesys solutions if adapting to climate change reduces their margins.

Integrating sustainability
across Genesys
2022 CDP Climate Change,
C1.1a-1.3a

Governance
Disclose the organization’s governancearound climate-related risks andopportunities.

Strategy
Disclose the actual and potential impactsof climate-related risks and opportunities
on the organization’s businesses, strategy
and financial planning.

2022 Sustainability Report, Genesys

59Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

TCFD Index
Disclosure Focus Area

Recommended Disclosure2022 Response

2022 Reference

Disclose the actual and potential impactsof climate-related risks and opportunities
on the organization’s businesses, strategy
and financial planning.

b) Describe the impact of climate-related risks andopportunities on the organization’s businesses,
strategy, and financial planning• Products and Services: Genesys is in the middle of a complete premises to cloud transformation. This is in supportof our business strategy and our climate targets, as our cloud-based solutions are a significantly cleaner service
model to provide. In the reporting period Genesys halted hardware sales as we continue to encourage our cloudbased solutions that require little or no hardware to implement.
• Supply Chain: As of February of 2021 we have halted the resale of hardware products as an income source forthe company. We are currently evaluating our entire supply chain and implementing new policies and procedures tomore closely monitor our value chain impacts.
• R&D Investments: Genesys R&D directly supports our best-in-class cloud service offerings, which are directly tied toour environmental targets and footprint reduction strategy.
• Operations: Genesys continues to evaluate its physical operations and office locations. During the reporting period
Genesys reduced its leased office space, transitioning many offices to “hoteling” systems where employees canreserve space when needed. A significant portion of the workforce is either hybrid or fully remote. These operationalchanges have reduced employee commute impacts and scope 2 emissions from facilities.

Advancing Environmental
Sustainability
2022 CDP Climate Change,
C2.3-3.4c) Describe the resilience of the organization’s
strategy, taking into consideration different climaterelated scenarios, including a 2°C or lower scenario

Genesys is young in its sustainability journey and has focused its environmental sustainability efforts on strategicplanning and developing its carbon inventory. The company anticipates completing climate-related scenario analysis
to inform its strategy in the next two years.

Advancing Environmental
Sustainability
2022 CDP Climate Change,
C3.1-3.4a) Describe the organization’s processes for
identifying and assessing climate-related risks.

Genesys conducted a formal materiality assessment using qualitative factors such as reputational and regulatory
risk to identify and prioritize the most impactful sustainability issues by business relevance and importance to ourstakeholders. Key topics with elevated relevance were defined as most substantive through this process. These
topics shape our sustainability strategy and reporting efforts today, and any issue pertaining to these items is
considered strategically substantive.

Advancing Environmental
Sustainability
2022 CDP Climate Change,
C2.1-2.4a

Risk Management
Disclose how the organization
identifies, assesses and manages
climate-related risks.

b) Describe the organization’s processes for
managing climate- related risks.

Advancing Environmental
Sustainability
2022 CDP Climate Change,
C2.1-2.4ac) Describe how processes for identifying,assessing, and managing climate-related risks
are integrated into the organization’s overall risk
management.

As Genesys actively conducts materiality assessments and seeks to understand climate risk, the company
integrated climate action into its strategy through the following commitments:
1) Committing to Science-Based Targets Initiative (SBTi)
2) Joining Rubicon Carbon’s launch coalition
3) Signing the Climate Pledge
4) Reducing emissions through our products and services5) Decarbonizing our operations

Advancing Environmental
Sustainability
2022 CDP Climate Change,
C2.1-2.4aa) Describe the organization’s processes for
identifying and assessing climate-related risks.

As defined by the internationally recognized GHG Protocol’s standards, we consider our GHG impact in thecontext of:• Scope 1 emissions: Direct emissions generated from our own assets.
• Scope 2 emissions: Indirect emissions generated by the energy production of utilities.
• Scope 3 emissions: All other indirect emissions including, but not limited to, activities occurring within our supply
chain and from product use.

Advancing Environmental
Sustainability
Integrating Sustainability
Across Genesys
2022 CDP Climate Change,
C4.1a-4.3c

Metrics and Targets
Disclose the metrics and targets used toassess and manage relevant climaterelated risks and opportunities.

Additionally, we use our emissions metrics to pursue our goal to become carbon neutral by 2030. Our emissions
metrics give us the ability to remain on track to achieving our goal.

2022 Sustainability Report, Genesys

60Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

TCFD Index
Disclosure Focus Area

Recommended Disclosure2022 Response

2022 Reference

Disclose the metrics and targets used toassess and manage relevant climaterelated risks and opportunities.

b) Disclose Scope 1, Scope 2, and, if appropriate,
Scope 3 greenhouse gas (GHG) emissions, and therelated risks.

Genesys discloses Scope 1, Scope 2, and Scope 3 emissions as it aims to transparently address climate change
and reduce emissions our products, operations and data centers, as well as our shipping, hardware procurement,
business travel and employee commuting activities.

Advancing Environmental
Sustainability
2022 CDP Climate Change,
C5.2-5.3, C6.1-6.10c) Describe the targets used by the organization to
manage climate-related risks and opportunities andperformance against targets.

By 2030, we seek to be carbon neutral, and we remain on track to achieve it. We believe the key is executing astrategy that leverages our company’s strengths. Our approach is to proactively avoid and reduce our overall
emissions, and to purchase carbon offsets for emissions that are not practicable to eliminate at this time. Coreto this strategy is our focus on delivering energy-efficient and carbon-smart products and services. This strategy
supports our own path toward carbon neutrality while enhancing sustainability among the businesses we serve.

Advancing Environmental
Sustainability
Integrating Sustainability
Across Genesys
2022 CDP Climate Change,
C4.1a-4.3c

2022 Sustainability Report, Genesys

61

Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

U.N. SDG Index
U.N. SDG

Genesys material topic

How we contribute

Goal 5: Gender equality• Workforce DEI• Committing to DEI

Goal 8: Decent work and economic growth• Workforce DEI and workforce engagement and well-being• Investing in top talent• Caring for our planet• Committing to DEI

Goal 10: Reduced inequalities• Workforce DEI

Goal 11: Sustainable cities and communities• Community impact• Committing to DEI-focused giving through Impact Together• Sustainability Ambassadors• Giving back through Impact Together• Supporting inclusive communities• Climate change management

Goal 13: Climate action• Customer carbon reduction• Doing our part to mitigate climate change• Operational energy and emissions

2022 Sustainability Report, Genesys

62Introduction

Advancing Environmental
Sustainability

Using Our Product for Good

Committed to Diversity, Equity
and Inclusion

Investing in Our Talent

Operating Ethically andResponsibly

Appendix

About Genesys
Every year, Genesys® orchestrates billions of remarkable customer experiences fororganizations in more than 100 countries. Through the power of our cloud, digitaland AI technologies, organizations can realize Experience as a ServiceSM, our vision
for empathetic customer experiences at scale. With Genesys, organizations have thepower to deliver proactive, predictive, and hyper personalized experiences to deepen
their customer connection across every marketing, sales, and service moment on any
channel, while also improving employee productivity and engagement.
By transforming back-office technology to a modern revenue velocity engine
Genesys enables true intimacy at scale to foster customer trust and loyalty.

2022 Sustainability Report, Genesys

63