Fiscal Year 2024
Sustainability
Report(February 1, 2023 – January 31, 2024)
1 | Fiscal Year 2024 Sustainability ReportTable of Contents
Introduction4
A message from our Chairman and CEO 
About Genesys
FY24 at a glance Awards and recognition
Our sustainability approach Material issues
Aligning material issues with action
Putting sustainability to work

4
5
6
7
8
9
9
10

Advancing environmental sustainability

12

Using our product for good

19

Pursuing carbon neutrality
Collaborating with AWS to cut carbon
Genesys cloud operations are now carbon neutral 
Our roadmap to net zero 
Earning recognition from CDP 
Embracing green information technology (IT)
Our green IT principles 
Empathy in action 
Meaningful connections with customers 
Addressing healthcare’s empathy gapImproving the employee experience 
Leveraging Genesys cloud customer journeymanagement to look inside the donor journey 
Delivering empathy across industries
Critical services when they’re needed most 

13
13
14
15
17
18
18
20
20
21
21
22
23
23

A consistent experience for every patient
A beacon of hope and support Connectivity at every touchpointPartnerships that make an impact
Social impact goal 
Delivering random acts of kindness for a cause 
Improving uptime and availability 

23
24
24
25
25
26
27

Dedicated to diversity, equity and inclusion

28

Refining and reaffirming our DEI approach 
Global DEI pillars
Diversifying our workforce Representation at GenesysCreating equitable opportunities to advance
Recruiting through diverse perspectives 
Our inclusive hiring approach
Building a culture of belonging 
Measuring inclusion as part of ouremployee experience
Creating a sense of community and connection
How our employee groups promote DEI worldwide
Recognizing employees who inspire DEI progress

29
29
30
30
31
32
32
33
33
33
34
35

Investing in our talent

Turning potential into growthCollaborating to explore the future of work
Providing a best-in-class employee experienceOur fiscal year 2024 survey at a glanceSupporting all aspects of employee well-being
How we promoted employee well-being infiscal year 2024
Creating a positive impact, together
Keys to making an impact together
Expanding our impact in fiscal year 2024

36
37
37
38
38
40
40
41
41
42

Celebrating a decade of Project ImpactSupporting strong, empowered girls 
Mentoring teens in STEM 
Helping women start careers in nursingSolving for smart cities
Providing community meals Supporting reforestation

42
42
43
43
43
44
44

Our fiscal year 2024 impact by the numbers

44

Operating ethically and responsibly

Leading our company toward success
Managing enterprise risksKey governance policies
Maintaining a culture of ethics and complianceEthics and compliance focus areas 
Focusing on anti-corruption
Promoting ethical conduct
Providing a work environment freeof unlawful harassmentReporting and investigating ethics
and compliance concerns 

45
46
46
46
47
47
47
48

48
48

Facilitating export compliance
Committing to environmental health, safety
and human rights
Practicing responsible procurement
Purchasing with environmental sustainability in mind 
Collaborating to promote progress
Diversifying our supplier network 
Changing the game for women in business
Creating a sustainable conference Xperience
Keeping digital assets private and secure
Aligning with globally recognized frameworks
Taking an organization-wide security approach Powering ethical, responsible AI
Maturing our AI Ethics program
Accelerating AI innovation with AWS 
AI Ethics guidelines
Collaborating to investigate AI biases

49
49
50
50
50
51
51
52
53
53
53
54
54
54
54
55

Appendix56
About this report 
56
Forward-looking statements
57
GRI index 
58
SASB index 66
TCFD index 68
UN SDG index 72Genesys environmental methodology 73Genesys GHG Emissions
73
Calculation methodology
74

A message from our Chairman and CEO
Our fiscal year, which ended January 31, 2024 (FY24), was a remarkable success for Genesys. As we move closer to delivering our vision of Experience asa Service®, with more than 5,700 organizations and growing, now realizing the benefits of our award-winning Genesys Cloud™ platform, we do so consciousof the persistent challenges climate change and social inequity continue to present for humanity.
Genesys is meeting those challenges with leadership and progress toward our 2030 goals, which include achieving carbon neutrality, creating positive
impact through our charitable offer by supporting charities to touch the lives of people in need, employing a workforce as diverse as the markets where
we work, and maximizing the availability and compliance of our technology.
Over the past fiscal year, I’m pleased with how we’ve advanced our efforts in each of the Environment, Social and Governance pillars that comprise oursustainability strategy.

Environment

GovernanceWe reduced emissions by 12% organically compared to our fiscal year
ended January 31, 2023 (FY23), and we began work to validate our
reduction strategy with the Science Based Targets Initiative to alignour approach with best practices for reporting. Genesys also received
improved assessments from CDP and EcoVadis this year, ranking higher
than the North America and Global average of the IT and Software andDevelopment industry with a B score from CDP, and earning a Gold
Medal from EcoVadis, representing a top 5% placement among morethan 100,000 companies assessed by the organization. Additionally,
our newest R&D center in Budapest, Hungary, opened in late 2023 with
LEED Gold status.

As artificial intelligence (AI) continued to move further into the mainstream
and the board room the past year, we matured our use of AI andethics guidelines to govern our use of AI in product development. Ourcross-functional AI Ethics Board oversees these guidelines and ensurescompliance with global AI regulations as they evolve. We also continued
to prioritize the security, privacy and high reliability of our technology.
We established a new Enterprise Risk Management (ERM) program in
fiscal year 2024 and have identified and implemented proactive crossfunctional plans to mitigate potential risks.

SocialWe announced the expansion of our efforts to help people in need withthe use of our technology at our Xperience customer event in June
2023. The Genesys Charitable Offer provides eligible charities a 50%
price reduction for the Genesys Cloud platform and other services.
Meanwhile, Genesys continued to make gains on its diversity andinclusion initiatives.

In sum, as we issue our 4th annual sustainability report this year, Genesys
has made significant and continued gains on the objectives we set forthin launching our formal sustainability program. We believe that these
efforts are not only good for the planet and the people that make up ourcommunities; they are also good for business. Our steadfast commitment
to sustainability remains a top priority for Genesys, and I look forward to
sharing our meaningful progress as we move ever closer to achieving oursustainability goals in 2030.

Tony Bates

Genesys Chairman and CEO

4 | Fiscal Year 2024 Sustainability ReportAbout Genesys
Genesys® empowers more than 8,000
organizations in over 100 countries to improveloyalty and business outcomes by creating thebest experiences for customers and employees.
Through Genesys Cloud, the #1 AI-powered
experience orchestration platform, Genesys
delivers the future of CX to organizationsof all sizes so they can provide empathetic,
personalized experiences at scale. As thetrusted, all-in-one, born in the cloud platform,
Genesys Cloud accelerates growthfor organizations by enabling them todifferentiate with the right customer experienceat the right time while driving stronger
workforce engagement, efficiency andoperational improvements. sustainable

practices into everything we do—fromthe way we design our products andbuild inclusive teams to how we support
communities. In our 2023 Sustainability
Report, learn how Genesys is contributing
to a better future through our people,
products and commitments.

5 | Fiscal Year 2024 Sustainability ReportFiscal year 24 at a glance
Our business• >8,000 customers across 100+ countries• >55 of the Fortune 100 companies are Genesys customers• Nearly $2.3 billion total revenue• Total annual revenue of over $1.2 billion for Genesys Cloud, an increase of more than 45% year over year
• >5,700 Genesys Cloud platform customers• Strong profitability, delivering high 20s Adjusted EBITDA margin1

Our products

Our impact

Our workforce• 1,880 issued and pending patents• 12% organic emissions reduction
since FY23

• 6,200+ employees• Over 9 million conversations3
powered by the Genesys Cloud
platform for charitable organizations
in FY24• 25% underrepresented groups4 5• 99.986% availability for our
Genesys Cloud platform2• 30% women

1 Adjusted EBITDA represents Earnings before Interest, Taxes, Depreciation & Amortization, plus other adjustments such as one-time expenses,
restructuring charges and stock-based compensation expense.
2 Downtime is measured only when one of the critical services is at 50% or less.
3 A Genesys Cloud conversation is an interaction between multiple participants over at least one media channel such as chat, phone, or email. Genesys Cloud uses conversations to track
multiple participants and media channels in an interaction. Participants include automated participants in the call such as an interactive voice response (IVR) menu and automatic call distributor(ACD). Media channels include calls, faxes, chats, emails, social expressions, screen share, and co-browsing. In FY24, we refined our 2030 social goal to positively impact people in need in order
to better align the measurement of our progress towards the goal with how we identify and track interactions on our platform.
4 US only
5 “Underrepresented groups” refers to a subgroup of the population whose representation is disproportionately low relative to their numbers in the general population. The subgroup may be
identified by race, ethnicity, age, sex, gender or socio-economic status.

6 | Fiscal Year 2024 Sustainability ReportAwards and recognition
As of April 2024
ECOVADISGARTNER®

Gold Medal rating: Top 5% of companies assessed by EcoVadis,
top 2% of companies in the software publishing industry, top 1% ofcompanies rated for sustainable procurement

A Leader in 2023 Magic Quadrant™ for Contact Center asa Service6
Highest Ranked Vendor in 2023 Critical Capabilities for CCaaS
for High-Volume Customer Call Center, Customer Engagement
Center, and Global Contact Center Use Cases7

FORRESTER

2023 Forrester Wave™: A Leader in Contact Center as a Service8

IDC

Ranked #1 in Worldwide Contact Center Applications Software
Market Shares, 20229
Named a Leader in IDC MarketScape: Worldwide General Purpose
Conversational AI Software 2023 Vendor Assessment10
Named a Leader in IDC MarketScape:Worldwide Front-Office
Conversational AI Software 2024 Vendor Assessment11

6 Gartner, “Magic Quadrant for Contact Center as a Service.” By Drew Kraus, Pri Rathnayake, Steve Bloodand Pankil Sheth. Published Aug. 7, 2023.
7 Gartner, “Critical Capabilities for Contact Center as a Service.” By Steve Blood, Pri Rathnayake, Drew
Kraus and Pankil Sheth. Published Aug. 7, 2023.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. andinternationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates andare 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.
8 Forrester Research, Inc., “The Forrester Wave™: Contact Center as a Service, Q1 2023.” By Max Ball.
Published March 27, 2023.

7 | Fiscal Year 2024 Sustainability ReportOMDIA

FROST &SULLIVAN

Omdia Universe: A Leader in Customer Engagement Platforms,
2023-2412
2023 North American Sustainability Contact Center Company of
the Year Award13
Leader in Frost Radar: Enterprise Cloud Contact Centers in North
America, 202314
Leader in Frost Radar: Latin American Cloud Contact
Centers, 202315
Leader in Frost Radar: European Cloud Contact Center
Market, 202316
Leader in Frost Radar: Cloud Contact Center Services in
Asia-Pacific, 202317
Leader in Frost Radar: Workforce Optimization Solutions, 202318

9 IDC, Worldwide Contact Center Applications Software Market Shares, 2022: CCaaS Turns the Heat Up,
Doc. #US50845523, June 2023
10 IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment,
Doc #US49988023, November 2023
11 IDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc#US51955724, March 2024
12 Omdia, “Omdia Universe: Customer Engagement Platforms, 2023-24.” By Mila D’Antonio and Charles
Juniper. Published Oct. 12, 2023
13 Frost & Sullivan, 2023 North American Sustainability Contact Center Company of the Year Award
14 Frost & Sullivan, Frost Radar: Enterprise Cloud Contact Centers in North America, 2023, September 2023
15 Frost & Sullivan, Frost Radar: Latin American Cloud Contact Centers, 2023, May 2023
16 Frost & Sullivan, Frost Radar: European Cloud Contact Center Market, 2023, April 2023
17 Frost & Sullivan, Frost Radar: Cloud Contact Center Services in Asia-Pacific, 2023, April 2023
18 Frost & Sullivan, Frost Radar: Workforce Optimization Solutions, 2023, September 2023

Our sustainability approach
Genesys takes environmental,social and governance (ESG)
issues into consideration in
all that we do. As we position
ourselves as the partner,
employer and vendor of choicein our industry, we focus onenvironmental stewardshipand social responsibility while
adhering to principles of good
corporate governance.
To hold ourselves accountableand promote meaningfulprogress, we have set targets
and goals within each pillar of
our ESG strategy. We closely
monitor key performanceindicators in these areas tostay on track. Our successis dependent upon engaging
our entire organization in thiswork. Our Global Sustainability
team manages initiatives
and policies and tracks ESG
developments, which include
sustainability communications
with employees, investors andother stakeholders.

SocialGovernanceOur 2030 goal:

Our 2030 goal:

Our 2030 goal:

Become carbon neutral

Power a total of 80 million
conversations between
charities and people in needMaximize availability andcomplianceHave a workforce as diverse as
the markets where we work

Progress through FY24:

Progress through FY24:

Progress through FY24:•

Reduced GHG emissions by
12% organically, comparedto FY23•

30% of leadership roles held
by women•

Held ESG training for Boardof Managers•

Made progress towards
submitting emissions reduction
targets to the Science Based
Targets Initiative

25% of US employees fromunderrepresented groups••

Established Enterprise Risk
Management program•

4,700 volunteer hours loggedby employees•

100% of employees completedcompliance training•

Over 9 million conversations
powered by the Genesys
Cloud platform for charitableorganizations in FY24•

Delivered 99.986% service
availability for Genesys Cloud•Achieved LEED Goldcertification for R&D centerin Budapest

Our approach:•••

8 | Fiscal Year 2024 Sustainability Report

Environment

Move customers fromon-premises deployments
to the cloud
Create a workplaceof the future withsustainable facilities
Enable eco-friendly travel andvirtual meetings

Our approach:Our approach:•Prioritize customers’ privacy
and security•

Use our products for good••Engage our employees tocontinue to be an employerof choice

Maintain the availability ofour products, 24/7•

Adhere to high ethical andanti-corruption standards•

Commit to ethical AI•

Advance oursustainable procurement•

Promote diversity, equity
and inclusion (DEI) in our
workforce and supply chain

“I am so proud of the continued progress
we have made over the past three
years. We are accelerating sustainability
across Genesys through intentional andempathetic leadership.”Bridgette McAdoo
Global Chief
Sustainability Officer

Material issues
When assessing our sustainability strategy and evaluating
our performance, it is crucial that we reach out andintently listen to our customers, industry peers, suppliers,
employees and communities. To do so, Genesys conducts
a materiality19 assessment every two years to help identify
and prioritize the issues that are the most impactful to ourbusiness and important to our stakeholders.
In April 2023, we completed our most recent assessment,
which highlighted material issues for Genesys tostrategically lead, manage or monitor, as well as emerging
issues, such as cybersecurity and ethical AI, that are likely
to grow in importance in the future. We aim to align oursustainability strategy with issues that have been identified
as most important to our prospects and customers inmaking purchasing decisions.

19 Material 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 construed in accordance with securities
or other laws, or as used in the context of financial statements and reporting.

9 | Fiscal Year 2024 Sustainability Report

Aligning material issues with action
Lead

ManageOpportunity to provide
elevated industry leadershipif circumstances arise.

Issues that are critical to
the sound operation of thebusiness and that should be
actively managed.

•

ESG Strategy (overall)•Climate and Emissions•

Energy Use•

Product for Good•

Employee Experience

•

DEI

•

Human Rights•

Cyber/Privacy•

Ethical Conduct•

Ethical AI•

Corporate GovernanceMonitor

Anticipate

Issues that warrant ongoing
monitoring and maintenanceand that should be elevatedif circumstances arise.

Emerging issues that should
be explored periodicallyto determine if more active
management is required.

•

Waste Management•

Biodiversity•

Sustainable Product Design••

Circular Economy &Resource Consumption

Climate Disclosure
Regulation•

Geopolitical Risks•

Worker Wellbeing and Safety•

Metaverse•Intellectual Property
Protection andCompetitive Behavior•

Technology Resilience•

UpskillingPutting sustainability
to work
Our Genesys Sustainability Ambassador network includes
more than 150 employees who spent part of their work time
supporting sustainability initiatives through education andengagement with local communities and teams. In fiscal year
2024, they worked across functions and geographies to help
us build momentum in the following ways:
Globally, our ambassadors hosted a variety of activities,
including planting, cleanup and education events. They alsocelebrated April’s Earth Month and planned events during
Social Wellness Month, Plastic-Free July, World Cleanup Day,
World Car-Free Day, Global Inclusion Awareness Month andthe Global Day of Service.
In North America, ambassadors provided disaster relief
in response to the August 2023 Hawaii wildfires. They also
supported our partnership with Habitat for Humanity to help
provide affordable housing to communities in Canada.
In our Europe, Middle East and Africa region, we launchedprojects to support reforestation in Italy and promoted
biodiversity in France. We also took part in a Cycle
Challenge from Brussels to Amsterdam and supported
communities in Turkey and Syria through earthquake relief.
Our Galway, Ireland, teams hosted several initiatives, froma Stamps for Sustainability Drive to a Sustainability Expo inAutumn.

10 | Fiscal Year 2024 Sustainability Report“Serving as an ambassador allows me
to understand how our organization,
products and operations are imbued withsustainability, and to participate in hands-on
sustainability projects. I enjoy working with
global colleagues who share a passion forsustainability and the ambassador program
has made that possible.”
Trevor Reese
Vision and Innovation Associate
Specialist, Global SBCS & IND, NA

“It’s fantastic to be able to use lifelong
work skills to drive and celebrate all thewonderful green activities that we organizeand participate in, both at a local level andwith our global community.”
Justine Delaney
Facilities Coordinator, EMEA

In our Asia-Pacific region, we worked with the Haribon
Foundation for a Philippines-based coastline cleanup projectin Manila. We also supported disaster relief efforts in Manila
after damage from a typhoon and took part in an Invest in
Our Planet contest in India.

"I enjoy being able to inspire and engage
others as I continue to walk the talk. As anambassador, I can motivate people to adopt
sustainable practices in their daily lives—
both at home and in the office—encouraging
wider systematic changes.”
Anna Mae Ditchella
Senior Manager, Global
Finance Processes, APAC

The annual Sustainability Going the Extra Mile (GEM) Award is presented to a team member who
demonstrates exceptional sustainable engagement, while working to educate other team members.
In addition to being a Sustainability Ambassador, Tara Dalrymple, Workplace Community Manager,
was the 2023 winner of the Going the Extra Mile Award. Says Tara, “We can all make a difference,starting with small, everyday actions that collectively create a significant impact. I encourage mycolleagues to share their knowledge, inspire others and work together to find innovative solutions
to the challenges our planet faces.”

11 | Fiscal Year 2024 Sustainability ReportAdvancing
environmental
sustainability
When we consider how Genesys can make a positive
impact on the world, we must look at the bigger
picture. How can we create solutions that spark
connections and drive growth while mitigating the risksof climate change? In answering that question, we’ve
challenged ourselves to become carbon neutral by2030 and, as a signatory to the Climate Pledge, achieve
net zero (i.e., eliminating GHG emissions as much as
possible and offsetting residual emissions) by 2040.
To do so, we are working to reduce emissions acrossour value chain, with an aim to support efforts to limit
global temperature increases to 1.5 degrees Celsius.
Along the way, we’re supporting our customers withcarbon-smart, cloud-based solutions and embedding
sustainability into the ways we operate each day.

12 | Fiscal Year 2024 Sustainability ReportPursuing carbon
neutrality
We continue to make progress toward our goal of becoming
carbon neutral by 2030. Our approach to achieving carbon
neutrality is to proactively avoid and reduce our overall
emissions and to purchase carbon offsets for emissions thatare not practical to eliminate at this time. Not only are wefocused on reducing the carbon footprint of our operations,but we are also innovating energy-efficient products andother solutions to promote progress for our customers on
a broader scale. For instance, we collaborate with manycustomers to help them transition to the Genesys Cloud
platform, enabling them to unlock the power of experienceorchestration while managing their climate impact. Our
cloud architecture, code optimization and cloud-based
media fabric help us run the Genesys Cloud platform in a
way that can result in a much lighter carbon footprint than
traditional on–premises software solutions.

Collaborating with AWS
to cut carbon
The Genesys Cloud platform is built
on AWS. Beyond offering emissions
reductions by allowing customers to shift
away from on-premises solutions, theelectricity consumed at more than halfof the AWS regions where our Genesys
Cloud platform is hosted as attributable
to 100% renewable energy in 2022,
according to Amazon.20
Learn more about how we’re leveraging
AWS to improve uptime and availability.

20 Amazon Sustainability, Innovating Products and Services, The Cloud, https://sustainability.
aboutamazon.com/products-services/the-cloud?energyType=true, visited June 2024

13 | Fiscal Year 2024 Sustainability ReportBecause cloud-based solutions often make use of scalable
computing architectures that aim to match resources withdemand and rely on more efficient server technology
organizations that shift from traditional, on-premises
options to cloud-based solutions can reduce related
emissions by up to 88%21. Customer use of on-premises
solutions is the biggest contributor to Genesys own carbon
footprint, making our pivot to a cloud strategy central toachieving our carbon neutrality goal. Thanks to Genesys
Cloud's resource efficient design and Amazon’s investments
in energy efficiency and renewable energy, our cloudrelated emissions did not increase in fiscal year 2024, evenas we added hundreds of new Genesys Cloud customers.

21 451 Research, “The Carbon Reduction Opportunity of Moving to Amazon Web Services.” Published
October 2019.
22 Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the
estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using
the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge
devices which manage connections between phones, SIP trunks, telephony gateways, Genesys Cloud, and3rd party systems. We plan to apply carbon credits purchased from Rubicon Carbon against these annual
emissions, resulting in a carbon-neutral footprint for our Genesys Cloud operations.
”Emissions from Genesys Cloud AWS usage“ include direct emissions from operations and indirectemissions from producing the electricity used to host Genesys Cloud. Emissions from all commercial
agreement types (i.e., cloud, subscription, and license) are included. Emissions from research anddevelopment performed on AWS platforms, such as development, testing, and demo systems, areincluded. Emissions from electricity from use of third-party tools, hardware used by developers, andupstream activities such as R&D-related travel are excluded. Emissions from reselling telecommunications
services are excluded. Emissions from software integrations resulting from Genesys’ acquisitions areincluded once their systems are internalized on AWS.

14 | Fiscal Year 2024 Sustainability Report

Genesys Cloud operations
are now carbon neutral
As of today, the operations of Genesys Cloud arecarbon neutral — a milestone achieved throughour expansion of customer access to moreenergy-efficient cloud services and our investment
in carbon credits to cover residual emissions.22
Emissions from on-premises deployments areoften much higher than those from comparable
cloud deployments, in large part due to inflexible
architecture designed for peak load scenarios.
This approach can waste energy to keep
unneeded computing resources active. Genesys
Cloud addresses this issue with its use of AWS
through elastic load balancing that automaticallymatches and distributes computing resources inline with demand.
This flexible design, alongside the energy-efficient
data centers and modern infrastructure hosting
Genesys Cloud, results in significant reductions
in energy use and related emissions. Genesys
plans to apply carbon credits to offset residual
emissions annually, resulting in a carbon-neutral
footprint for the operations of Genesys Cloud.

Our roadmap to net zero
By measuring our GHG emissions, we identify ways to reduce them. In fiscal year 2024, we establisheda new baseline for GHG emissions23 as we worked toward the submission of our reduction targets
for validation by the Science Based Targets Initiative (SBTi), which we plan to do in fiscal year 2025.
Within this process, we are working to refine our GHG measurement methodology and expand thecategories we measure within our Scope 3 emissions.24 For more information about our environmental
methodology, see the Appendix to this report. See our progress over the past three years—and ourplans for the decades ahead:

FY22
240000240000240000180000180000180000120000120000120000

60000

60000

60000

0

Sc.1

Sc.2

Sc.3

FY22 Emissions by Scope (Metric Tons CO2e)

0

C.11

C.1

Other

FY22 Scope 3 Emissions by Category

0

P.E

E.E

FY22 Scope 3 Emissions Breakdown

Scope 1: 212

Category 11: Use of sold products 160,324 (70%)

Product-related emissions: 160,324 (69%)

Scope 2 (location-based): 7,420

Category 1: Purchased goods and services 65,237 (28%)

Employee-related emissions: 70,422 (31%)

Scope 3: 230,746

Other categories (3, 6, 7, 8, 15) : 5,185 (2%)
Total: 230,746

23 In fiscal year 2024, in preparation for setting science-based targets, Genesys revised its baseline year from fiscal year 2021 to fiscal year 2022 to minimize the influence of the global COVID-19 pandemic on our
metrics and better reflect business operations as usual at that time.
24 In fiscal year 2024, methodological and data quality refinements resulted in changes in Genesys’ emissions compared to those reported in prior years. These adjustments have been applied to prior periodsin this report, including our revised fiscal year 2022 baseline. Purchased Goods & Services now aims to include all purchases made by Genesys and is estimated based on internal spend by U.S. environmentallyextended Input-Output (EEIO) factors. Use of Sold Products has been broadened to include additional product-related emissions as a result of more comprehensive source information and refinement incalculations and methodology. The category includes emissions from Genesys Cloud, Genesys Engage Cloud as well as Genesys Engage and Genesys PureConnect on-premises deployments, and physical andvirtual edge devices. Please refer to ’Genesys Environmental Methodology’ for details about operational boundaries and assumptions made in the estimation process.

15 | Fiscal Year 2024 Sustainability Report

FY23
240000240000240000180000180000180000120000120000120000

60000

60000

60000

0

Sc.1

Sc.2

Sc.3

FY23 Emissions by Scope (Metric Tons CO2e)

0

C.11

C.1

Other

FY23 Scope 3 Emissions by Category

0

P.E

E.E

FY23 Scope 3 Emissions Breakdown

Scope 1: 66

Category 11: Use of sold products 148,278 (63%)

Product-related emissions: 148,278 (62%)

Scope 2 (location-based): 7,096

Category 1: Purchased goods and services 78,829 (33%)

Employee-related emissions: 89,094 (38%)

Scope 3: 237,372

Other categories (3, 6, 7, 8, 15) : 10,265 (4%)
Total: 237,372

FY24240000240000240000180000180000180000120000120000120000

60000

60000

60000

0

0
Sc.1

Sc.2

Sc.3

FY24 Emissions by Scope (Metric Tons CO2e)

C.11

C.1

Other

FY24 Scope 3 Emissions by Category

0

P.E

E.E

FY24 Scope 3 Emissions Breakdown

Scope 1: 25

Category 11: Use of sold products 132,596 (63%)

Product-related emissions: 132,596 (63%)

Scope 2 (location-based): 6,517

Category 1: Purchased goods and services 63,165 (30%)

Employee-related emissions: 76,554 (37%)

Scope 3: 209,150

Other categories (3, 6, 7, 8, 15) : 13,389 (7%)
Total: 209,150

16 | Fiscal Year 2024 Sustainability Report

Genesys has obtained reasonable assurance for Scope 1
and 2 emissions and limited assurance for Scope 3 emissions
from our external auditor, Apex Companies, LLC, for selectsustainability metrics. View our GHG Emissions Verification
Statement to learn more.

Our path towards net zero
2025
Amazon is on a path to match all of its global
energy use with 100% renewable energy by2025. If AWS achieves this goal, our productrelated emissions will be near zero.

2025-2030
The United Nations created the Sustainable Development Goals (SDGs)
as a blueprint for promoting prosperity and protecting the planet. Of
its 17 goals, six align most closely with our sustainability goals andpriorities. See the Appendix for more information about how Genesys
contributes to each SDG.
5: Gender Equality
8: Decent Work and Economic Growth
9: Industry, Innovation and Infrastructure
10: Reduced Inequalities
12: Responsible Consumption and Production
13: Climate Action

Earning recognition from CDP
In fiscal year 2024, CDP awarded us a B grade, whichsurpasses the North America and Global average scoresfor the IT and Software Development Industry. We attribute
this ranking to our cloud strategy and our commitment toembedding sustainability across the organization.

17 | Fiscal Year 2024 Sustainability Report

During this period, we plan to shift our focus toemployee-related emissions, including emissions
from business travel and commuting. We plan toaddress these emissions through increased supplierengagement, encouraging sustainable travel practices
and exploring further opportunities to eliminate
difficult-to-abate emissions in our value chain. We
plan to reduce travel-related emissions by maximizing
use of video and teleconferencing, minimizing flightfrequency, and prioritizing public transport andridesharing where possible.

2030
Our goal is to achieve carbon neutrality for
all emissions scopes. We will continue ourpartnership with Rubicon Carbon, a carbon
reduction and removal solutions provider, tooffset residual emissions that we are not able
to abate with offsets from a variety of carbon
projects around the globe.

2040
As a Climate Pledge signatory, we have committed
to a goal to become a net-zero company by 2040
and to align our strategy with best practices
associated with science-based targets. In order tomeet this goal, over the long term, we plan to shift
away from reliance on carbon offsets.

Embracing green
information technology (IT)Our green IT
principles
Genesys aims to embrace “green
IT” by transitioning all our
on-premises systems to thecloud. Our objective is to achievea full transition to cloud-based
operations within the next three
years, thereby advancing oursustainability initiatives andfostering overall improvement inour organizational practices.

As a global technology company, IT plays a fundamental role in our daily
operations. Therefore, we recognize the importance of minimizing theenvironmental impact of digital processes and tools. We embrace green IT
principles by focusing on environmentally conscious IT hardware, software,systems, applications and practices.
In fiscal year 2024, we advanced these efforts by moving 54% of our own
on-premises servers to cloud-based operations. This enabled faster processing
times while also reducing energy consumption. In addition to enhancing
sustainability, the initiative was part of a focus on moving toward a Software as aService model.

Genesys energy metrics
Energy Consumption (MWh)20000

Total Electricity Consumption (MWh)Total:
19,377
Total:
16,49812000

Total:
15,833

Total:
11,634
Total:
9,874

12000

Total:
8,759

8000

6000

4000

0

0
FY22

FY23

FY24

FY22

FY23

FY24

From fuel consumption

1,123

362

139

From grid electricity (offices)

11,634

9,874

From co-location datacenters

6,620

6,262

18 | Fiscal Year 2024 Sustainability Report

100%

50%

FY22

FY23

FY24

0

FY22 FY23 FY24

FY22

FY23

FY24

Electricity consumption (U.S.)

7,216

6,127

6,225

8,759

Electricity consumption (international)

4,418

3,728

2,534

6,935

Percentage renewable electricity (grid)

20%

19%

25%

Using our
product
for good
At Genesys, technology and empathy go
hand in hand. Organizations can convey
empathy by anticipating customers’ needs,
promptly addressing their concerns andmaking them feel heard. By developing
our platform’s capabilities, we enablebusinesses to build more empathetic andtrusting relationships with their customers.
Over the past year, we’ve introduced
new features, expanded our global
footprint and made a bold commitment tosupport charitable organizations — all soorganizations worldwide can do more forthe customers they serve.

19 | Fiscal Year 2024 Sustainability ReportEmpathy in action
Today, every business is in the people business. At a time whencustomers have access to endless information and choice, howbrands present themselves and interact with their customers mattersmore than ever. Businesses win by earning customer loyalty, which
they can do by demonstrating genuine empathy with their customers.
For Genesys, the word “empathy” has a very specific meaning:It’s an actionable, measurable approach to putting customers andemployees at the forefront of everything we do. By harnessing data,
AI and engagement tools across functions, businesses can create
personalized experiences that provide true empathy, drive loyalty
and build trust. We call this approach Experience as a Service, and it
characterizes all the products and services we offer, from our
all-in-one cloud contact center solution to platforms that allow
businesses to manage resources and engage leads.

Meaningful connections
with customers
Customers interact with contact centers to complete a wide rangeof important tasks — from making an appointment to accessing
government services. Our solutions are designed to give them highly
personalized experiences every time, whether that’s an agent who
sympathizes while solving a complex issue or a quick answer from abot. Genesys is continually improving how we deliver these solutions.
For example, in February 2024, we acquired Radarr Technologies, aleading AI-based social and digital listening, analytics and consumer
engagement company, which, when combined with our Genesys
Cloud platform, will allow organizations to engage naturally withcustomers on the social channels of their choice.

20 | Fiscal Year 2024 Sustainability Report“Empathy, when cultivated authentically,
fosters innovation. Empathy enables us togain a deep understanding of those we areinnovating for and unlock the full potentialof our teams. At Genesys, empathy is acompany value and a business priority.”
Zhengwei Luo
VP, Business Operations

Addressing healthcare’s empathy gap
Healthcare journeys are intensely personal. For many patients, they are a time when stakes and emotions are high.
Patients want to feel confident in their decisions at each step. Yet according to Genesys research25, only about one-thirdof patients are confident in any part of the journey — from choosing the right provider to knowing what they need to doafter an appointment.
Healthcare providers can do more to express empathy to patients as they consider providers, make appointments
and receive care. For example, they can allow patients to schedule visits using the channel they prefer and employ AI
tools to offer personalized information and follow-up after a visit. While it might seem counterintuitive, more technology
can lead to more person-to-person interaction. By automating routine tasks, like scheduling and sending reminders,providers can spend more time listening to each patient’s concerns and answering their questions.
When patients are empowered with the information they need, they’re more likely to adhere to their care plans.
Empathetic communication can make or break a relationship with a patient — and can make all the difference in longterm recovery and health.

Improving the employee experience
Prioritizing empathy is also beneficial for contact center employees. The contact center can be a difficult work environment,characterized by high turnover due to long working hours, challenging customer interactions and complicated tools andprocesses. Genesys solutions make these employees’ jobs both easier and more enjoyable. For example, AI-generated callsummaries allow them to achieve in seconds what previously took minutes for each conversation. Tools like the Customer
Journey Management Platform streamline data from multiple sources into a single customer view, allowing for more robust
customer interactions. Genesys research26 reveals that learning new skills and technologies is what high-performing contact
center agents globally say they enjoy most about working in a contact center. By making this work more rewarding for theiremployees, businesses can lower attrition — and in turn, improve service for their customers.

25 Genesys, “Healthcare’s Empathy Gap.” Published 2023.
26 Genesys, “Human Values: The operating system for a high-performing contact center.” Accessed March 2024.

21 | Fiscal Year 2024 Sustainability Report

Leveraging Genesys Cloud Customer
Journey Management to look insidethe donor journey
For nonprofits that rely on public donations, understanding thejourney that donors take to making a contribution is essential.
One of these organizations is the Canadian Red Cross (CRC).
To gain better visibility into the donor journey and maximize
its collection efforts, CRC turned to Genesys Cloud Customer
Journey Management. By visualizing the donor journey fromend to end, CRC was able to improve its organic donation
efforts, potentially improving its donor reactivation rate by 20%.
Says Andrew George, Director of Direct and Integrated
Marketing at CRC, “We can reveal the actual paths that
donors would take across channels over time, and not just
how we wanted them to do it, but the way they actually did.
My favorite attribute is the speed. We don’t have unlimited
resources like many corporate organizations, and the fact that
I can now perform an analysis myself in hours without needing
someone to write code is huge.”

22 | Fiscal Year 2024 Sustainability Report

Delivering empathy across industries
Genesys is proud to deliver billions of customer experiences every year for organizations in over 100 countries. We
are especially proud to do so for organizations that are making a positive impact on the world. Here are a few waysthat our technology and solutions are helping customers make a difference.

Critical services whenthey’re needed mostA consistent experiencefor every patient

The Family Support Division (FSD) at the Missouri
Department of Social Services (DSS) helps people across thestate access crucial services like food stamps, child support
and temporary assistance. During the COVID-19 pandemic,
Missourians’ needs increased, and so did DSS’s call volume.
The division’s outdated phone system soon became unable
to accept calls, causing long delays in scheduling interviews.
DSS needed a new solution, and fast. They turned toGenesys Cloud, enabling customers to interact via phone,text, chat, email and social media. Appointments are now
largely handled by a chatbot, freeing employees to spend
time with customers with more complex needs. DSS’s
response times have gone up by 44% — allowing them toconnect more people with the services they need.27

AdaptHealth is a network of medical equipment companies
that provide patients with products for diabetes care, sleep
therapy and rehabilitation that they use in their own homes.
The company has grown through acquisitions in recent years,
leaving its multiple contact centers tied to disconnected onpremises and cloud solutions, including outdated telephonysystems. The company needed a single, streamlined system
for its contact center operations, and found it in Genesys
Cloud. Soon after, AdaptHealth also incorporated Genesys
Cloud Workforce Engagement Management and saw a 60%
improvement in agent productivity and 96% average agent
quality scores. Agents enjoy gamification features like friendly
challenges and group rankings, which make work both more
fulfilling and more fun.28

27 "Genesys Customer Stories: Protecting the most vulnerable”
28 Genesys, “Helping patients live their best lives.” Accessed March 2024.

23 | Fiscal Year 2024 Sustainability ReportA beacon of hope and support
For over five decades, Vibrant Emotional Health has
operated numerous crisis centers and lifelines, deliveringvital mental health and crisis intervention services tothousands of individuals daily across the United Statesand its territories. Among its pivotal lifelines is the 988
Suicide & Crisis Lifeline, which launched in July 2022. Sincetransitioning to Genesys Cloud in January 2023, VibrantEmotional Health has effectively routed more calls, texts,
and chats, ensuring individuals seeking care and assistancereceive prompt and compassionate assistance.

Connectivity at every touchpoint
Schneider Electric is a global leader in sustainability,committed to accelerating the transition to a cleaner andfairer world. The global specialist in energy management andautomation for energy efficiency and sustainability, Schneider
Electric solutions have helped customers avoid 553 million
tons of CO2 since 2018. In line with its net-carbon-neutral
targets, Schneider Electric is decarbonizing its operations
through digitization, electrification, efficiency and sustainable
solutions, which include modernizing its customer experience
platform for customers and employees with Genesys Cloud.
The transition from an energy-intensive on-premises system
to the cloud and digital solutions is enabling Schneider
Electric to streamline its operations and reduce its
carbon footprint.

24 | Fiscal Year 2024 Sustainability ReportPartnerships thatmake an impact
Nonprofit organizations play a crucial role in helping others— from supporting survivors of domestic violence tooffering life-saving emergency services in times of crisis.
Many of these organizations rely on various channels ofoutreach to connect with donors or maintain hotlines foressential support.
At the same time, nonprofits often operate with limited
budgets, and many don’t have the time or resources tomanage complex IT solutions. Genesys is dedicated to using
our products for the betterment of others. That’s why, in
2023, Genesys announced an expansion of our efforts to
help charitable organizations advance the work they do. For
qualified charitable organizations, Genesys now offers a 50%
discount on:• Genesys Cloud licenses• Implementation of Jumpstart services• Beyond training subscriptions

Now, these organizations can focus more on providing
support and empathy to their communities — and less on
figuring out how to stretch funding.

25 | Fiscal Year 2024 Sustainability ReportSocial impact goal
Use Genesys Cloud topower a total of 80 million
conversations between
charities and people in needby 2030.

In FY24, we powered over
9 million conversations forcharitable organizations.

Delivering random acts of kindness for a cause
One nonprofit that is already benefiting from Genesys charitable offer is Canteen Australia. Canteen supports
12– to 25-year-olds dealing with a cancer diagnosis or one in their close family. Through specialist medical care,coordination of clinical trials and psychosocial care, Canteen helps young Australians not only get the care they need,but also resources to cope and communicate.
Maintaining strong connections with their donor base is critical — and the organization knew that they had room for
improvement. “We had just normal analog phone systems. We were running stuff on spreadsheets,” says Dave Nair,
Supportive Care Manager for Canteen Australia. “We were pretty much focused on doing the inbound calls and justtrying to retain as many donors as we can.” By implementing Genesys Cloud, Canteen gained the ability to connect
with supporters through the method they prefer — whether email, phone or SMS.
“And I think the biggest thing was, not only were we delivering an amazing donor journey customer experience, wewere transforming the employee experience as well,” Nair says.
With Genesys Cloud, Canteen now has the capacity to conduct outbound donation campaigns. Recently, they alsobegan using AI to identify donors at risk of cancellation. We’re committed to making a difference for nonprofits like
Canteen — so they can make an even bigger difference for others.29

29 Genesys. “How Canteen Australia transformed their contact center.” Accessed March 2024

26 | Fiscal Year 2024 Sustainability ReportImproving uptime
and availability
Our customers depend on always-on connectivity.
When customers can operate seamlessly and avoid
service disruptions, they are better positioned to earn
and maintain customers’ trust.
Many organizations mandate physical distance between
data centers, providing redundancy in the event of natural
disasters or other disruptions. The Genesys Cloud platform
is built on the AWS network of cloud computing resources.
This network is composed of AWS Regions, and within eachregion there are multiple Availability Zones consisting of one
or more discrete data centers. Genesys leverages a minimumof three AWS Availability Zones in each region for enhanced
resilience and consistent performance.
In fiscal year 2024, we expanded Genesys Cloud availability
in Jakarta, Hong Kong, Paris, Osaka and Zurich, providing
better business continuity and lower data latency forcustomers in these parts of the world.

27 | Fiscal Year 2024 Sustainability Report

99.986% uptime
for our Genesys Cloud platform in FY24

Dedicatedto diversity,
equity andinclusion
Our North Star is to embed diversity, equity andinclusion (DEI) principles into the fabric of ourcompany. We are dedicated to fostering a culture
rooted in empathy, in which every employee feels
valued, heard and understood. We believe that
integrating DEI best practices into all aspects of
how we operate is essential to creating a positive
employee experience. Fiscal year 2024 was aturning point, with many of these best practices
beginning to reach a steady state. Now, we arefine-tuning our processes and programs while also
exploring new ways to further our DEI initiatives.

28 | Fiscal Year 2024 Sustainability ReportRefining and reaffirming our DEI approach
We gain an edge by cultivating a deeper understanding of ourcolleagues’ and customers’ unique perspectives, and by recognizing
our differences as a collective strength. Research indicates that mostemployees want to work for companies that value DEI.30 Investingin DEI can help companies drive more revenue from innovation andenhance their capacity for change.31 32
For these reasons, we continued to focus on enhancing our DEI
approach in fiscal year 2024, even in the face of emerging challenges.
It was a year in which the technology industry faced economic
headwinds, causing many companies to reexamine workplacepriorities.33 Socially and politically, institutions also faced heightened
scrutiny of various DEI efforts.34 Our response to these industry
challenges was to take stock of our DEI strategy, including potential
benefits and risks. Doing so reaffirmed our focus on DEI initiatives that
contribute to our work to enhance our culture and workplace.
After laying the foundation for our holistic DEI approach in recent
years, we began to mature our programs and processes in fiscal year
2024. We continued to progress toward our long-term aspirations
while engaging employees in DEI principles. For example, in
October, we celebrated Global Inclusion Awareness with employees
worldwide. The month’s events highlighted our inclusion groups and
DEI councils and included a discussion with several members ofGenesys leadership, including our CEO.

30 WebMD Health Services, “Why your program may be failing employees.” Published Feb. 23, 2023.
31 Harvard Business Revenue, “How investing in DEI helps companies become more adaptable.” By David Michels, Kevin
Murphy and Karthik Venkataraman. Published May 5, 2023.
32 Forbes, “Diversity confirmed to boost innovation and financial results.” By Stuart R. Levine. Published Jan. 15, 2020.
33 The Wall Street Journal and Deloitte, “2023 Technology Industry Outlook.” By Paul Silverglate. Published Feb 7, 2023.
34 The Washington Post, “Critics of corporate diversity efforts emerge, even as initiatives falter.” By Taylor Telford.
Published April 1, 2023.

29 | Fiscal Year 2024 Sustainability Report

Global DEI pillars
Align the diversity of our workforce to ourmarkets. Embed inclusive practices in ourtalent acquisition decisions, working toward
a more equitable representation across ourglobal workforce.
Remove systemic barriers to create
equitable opportunities. Embrace DEI
principles across the Genesys talentmanagement framework and implement DEI
training across the enterprise.
Foster a culture centered on inclusion
and belonging. Foster an inclusive andempathetic environment at Genesys withan intentional focus on multi-cultural
programming activities.
Champion equity in our local communities.
Show compassion, demonstrate empathy
and help bridge the gap to create access toopportunities, education and resources.

Diversifying ourworkforce
We want to have a workforce as diverse as the markets
where we work, which is why we’ve focused on our
recruiting and sourcing processes over the past several
years. Despite industry headwinds and a slower paceof hiring, we continued to make gains in fiscal year
2024, including surpassing 30% representation of
women among our global workforce for the first time.
We also saw our strongest year of growth among
underrepresented groups, with 35% of all new hires
identifying as people of color.

“Our 2023 DEI efforts at Genesys speak to
the resolute approach required to maintainmomentum in this space. In 2023, Genesys
eclipsed the 30% threshold of female
representation among our global workforce
and achieved some of the highest belonging
scores from our Employee Experience Index.
We believe this serves as an affirmation fromour workforce of our steadfast focus on our
DEI journey.”
Eric Thomas
Chief Diversity Officer at Genesys

Representation at Genesys
Race/ethnicity

Race/ethnicity

US workforce

US leadership (Director & above)

30 | Fiscal Year 2024 Sustainability Report

Asian: 13%

Asian: 12%

Black: 6%

Black: 4%

Latinx: 5%

Latinx: 6%

Two or more races: 2%

Two or more races: 0.1%

Undisclosed: 6%

Undisclosed: 5%

White: 69%

White: 73%

Creating equitable
opportunities
to advance
To diversify Genesys leadership, we must
provide equitable opportunities for career
growth. As we matured our DEI strategy,
this was one of our focus areas in fiscal
year 2024. We set out to ensure that
equity was built into all aspects of ourtalent management processes — fromrecruitment to promotion and beyond. For
example, we created a more structured
approach for succession planning, with
an emphasis on being intentional as we
identify and develop future leaders.
We also piloted a six-month mentorshipprogram that provided more than 20
participants with career coaching from
Genesys senior leaders. We found the pilot
to be successful, with favorable feedback
from coaches and participants alike. In
the future, we hope to scale the program
across our enterprise.
Learn more about how we’re investing in
the professional growth and developmentof our teams.

31 | Fiscal Year 2024 Sustainability Report

30%

30%

20%

20%

10%

10%

0

FY21

FY22

FY23

FY24

FY21

FY22

FY23

FY24

0

Women

FY22

FY23

FY24

FY21

FY22

FY23

FY24

Underrepresented groups

Global workforce

Global leadership

US workforce

US leadership

FY21: 27%

FY21: 25%

FY21: 20%

FY21: 19%

FY22: 28%

FY22: 28%

FY22: 22%

FY22: 20%

FY23: 30%

FY23: 30%

FY23: 24%

FY23: 22%

FY24: 30%

FY24: 30%

FY24: 25%

FY24: 22%

7%

7%

4%

4%

2%

2%

0

FY21

FY21

FY22

FY23

FY24

FY21

FY22

FY23

FY24

Black employees

0

FY21

FY22

FY23

FY24

FY21

FY22

FY23

FY24

Hispanic employees

US workforce

US leadership

US workforce

FY21: 4%

FY21: 1%

FY21: 4%

FY21: 5%

FY22: 5%

FY22: 2%

FY22: 4%

FY22: 6%

FY23: 6%

FY23: 3%

FY23: 5%

FY23: 6%

FY24: 6%

FY24: 4%

FY24: 5%

FY24: 6%

US leadership

Recruiting through Diverse Perspectives
Our aspiration to have a workforce that reflects the diversity in the markets where we work begins with inclusive hiring
practices that widen the pool of qualified candidates and create opportunities for all. With this in mind, we partner with
our recruitment teams to attract qualified candidates with diverse backgrounds and experiences. We also work with thecompany’s leadership, hiring managers and talent management teams to help them recognize and mitigate unconscious
biases. Our multi-pronged approach leverages technology, training, pipeline building and competency-based tools to help
us grow our workforce in an inclusive, equitable way. For example, in fiscal year 2024, we leveraged our social media
channels to amplify open positions via inclusive hiring campaigns.

Our inclusive hiring approach

Upskill our leaders
through training
focused on addressing
systematic inequities
and avoiding damaging
misconceptions. This
enables us to more
effectively engage andrecruit diverse talent.

32 | Fiscal Year 2024 Sustainability Report

Build a robust talentpipeline by partneringwith historically Black
colleges and universities
and professionalorganizations throughwhich we can connect
with women andcandidates fromunderrepresented groups.

Leverage inclusivetechnology to analyze job
descriptions forterms that can detract
diverse applicantsand block personallyidentifiable information,
therefore promoting
competency-based hiring.

Help our managers
recognize and mitigate
biases by requiringthem to complete two
unconscious bias training
modules: DECIDE,
which focuses on theneuroscience of breaking
biases, and SELECT,
which focuses on
mitigating unconscious
biases in theinterview process.

Promotecompetency-based hiringby equipping all recruitersand hiring managers withcompetency-based toolsthat help them avoid
biases and ensure an
objective hiring approach.

Building a cultureof belonging
Our aspiration isn’t just to attract and promote diverse talent — it’s tomake sure that people feel a sense of belonging once they are here.
For people of all backgrounds, a sense of belonging is important for
overall well-being and is tied to strong performance on the job. Researchsuggests that those who experience belonging in the workplace are
far more likely to look forward to coming to work, remain at theircompany for the long term, and be treated fairly regardless of race.35
We emphasize initiatives to increase intercultural competency andunderstanding and invest in programming and groups focused on
activating these principles from the ground up.

Even while navigating industry challenges,
our fiscal year 2024 Belonging score heldstrong. We achieved a score of 89 among
all employees, 90 among women and 86
among underrepresented groups in the
United States.
Scores range from 0 to 100.

Measuring inclusion as partof our employee experience

Creating a sense ofcommunity and connection

One of the ways we assess our culture of belonging is through our
Inclusion Score. Our method is to examine sentiments about fairness
and equity among different employee demographics and cohorts, thenscore those sentiments against Genesys global employee population.
The objective is to identify potential workplace disparities and pinpoint
actions to improve.

At Genesys, leadership isn’t just about an employee’s
job title or experience. We also see leaders as those
who embody our values and DEI principles in theway they show up for their colleagues each day. Our
inclusion groups and regional DEI councils empower
employees to play a leading role in promoting crosscultural understanding and strengthening our One
Genesys culture. In fiscal year 2024, we evolved ourmodel for these groups to enable an expanded focus
on key business imperatives.

In fiscal year 2024, we evolved our Inclusion Score by integrating it into
our Employee Experience Index™, which measures our employees’
experience from recruitment and onboarding all the way through theoffboarding process. We believe this will help us provide anatmosphere in which every employee has a voice.
35.
Great Place to Work, “Belonging in the Workplace: What Does It Mean and Why Does It Matter?”
By Tony Bond. Published June 16 2022

33 | Fiscal Year 2024 Sustainability Report

How our employee groups promote DEI worldwide
Our regional DEI councils are present in all regions
where we do business to address the unique cultural
nuances of our global workforce.

N.AMERICA

APAC

EMEA

LATAM

Our inclusion groups create spaces for membersof underrepresented groups and their allies to build
community, advocate for issues they are passionate
about and further their personal and professional
growth. These groups complement our DEI councils
and are key to furthering our workplace andleadership representation aspirations.

These groups helped us build a culture of empathy and connection
through the following programming in fiscal year 2024.
GAIN commemorated Asian and Pacific Islander (API) Heritage
Month by organizing a workshop, panel discussion and trivia
event aimed at celebrating the unique contributions andexperiences of individuals from diverse backgrounds while
amplifying the voices of API individuals.

GWOC and GLiT collaborated to host a full month of eventsin honor of the rich traditions and achievements of Latinx and
Hispanic communities during Hispanic Heritage Month.
GWIT and GWOC celebrated Women’s History Month bybringing together more than 850 employees for a panel
discussion featuring four of Genesys female leaders.
GBEAM hosted a series of events during Black History Monthto commemorate the impact and contributions of Black
Americans, and hosted Juneteenth celebrations and watch
parties at Genesys offices across the US
G+ organized an engaging workshop and giving campaign toraise awareness about the experiences of LGBTQ+ refugees
around the globe.

34 | Fiscal Year 2024 Sustainability Report

Recognizing employees who inspire DEI progress
When an employee steps up as a true changemaker, we see it as a cause for celebration. For the past four years, we havehonored employees who deliver DEI excellence with our Inspire Awards. In fiscal year 2024, we added a new leadershipcategory for those at the vice president level and above. The purpose of these awards is to facilitate collective responsibility
around DEI while recognizing leaders in our company who are driving progress and modeling the inclusive behaviors we want
to instill. Our fiscal year 2024 recipients include:

Chris Tazewell

Vanessa Lynch

Vic Oditah

Scott Cravotta

Changemaker

Bridge Builder

Local HeroAn individual who brings
diversity, equity andinclusion to Genesys.

Someone whose efforts
connect different teams,
regions and communities
within Genesys tofoster diversity, equity
and inclusion.

An employee whose
efforts enrich and improve
our local communities.

Excellence in Inclusive
Leadership

35 | Fiscal Year 2024 Sustainability Report

An executive who has
demonstrated exceptional
commitment to advancing
DEI at Genesys.

Investingin our talent
When we move as a team, we all win.
One of our company’s great strengths is
our One Genesys community, in which we
center empathy and collaborate toward
common goals. Employees are at the heartof our strategy, and we strive to deliver an
exceptional workplace experience — one
where everyone has a voice and the ability
to take ownership of their work. We seek
people who are driven to realize their fullpotential while making a positive impact
on our customers, communities and teams.
Once they’re here, our goal is to support
our employees’ well-being while helping tofuel their passion, growth and development.
36 | Fiscal Year 2024 Sustainability ReportTurning potential
into growth
Genesys is a place where people can be both collaborative
teammates and self-starters, learners and leaders, masters of theircraft and beginners honing a new skill. The drive to learn and growis something we look for in our employees, and we support themby providing flexible programming and tools. From educational
resources to development programs to performance-based
feedback, we take a multifaceted approach to propel our people
and company forward.
During fiscal year 2024, we put new systems in place to set thestage for expanded training and development opportunities tocome. Much of the year was spent building new cloud-based
enterprise management systems for our learning and talentofferings. We focused on aligning our programming with thecompany’s performance management processes and continued
many of our core learning initiatives. Highlights include:• Continuing our annual growth and development season with in-depth
development opportunities, including online workshops, office hours
and expanded training.
• Hosting a speaker series to help employees deepen theirunderstanding of our compensation process.
• Holding a leadership session for those at the VP level and above
as part of our Leadership Community Day focused on creating safe
spaces for teams to take risks.
• Introducing the Genesys Way of Leading (GWOL) framework,
which defines what we expect from all people managers, including
Operational Excellence and Leadership Excellence.

37 | Fiscal Year 2024 Sustainability Report

We also launched a Global Career Framework thatprovides greater transparency and clarity around careerdevelopment opportunities. This is an important program
based on the employee experience survey feedback anda key outcome of Genesys strategic priority to becomea talent destination. In fiscal year 2024, we introduced
the foundations of this framework, defining how jobs areorganized across the business and around the world in
a consistent way. We also rolled out a company-wide
job architecture and classification system for roles
within organizations, which serves as the foundation for
performance evaluation, compensation, career growthand development.

Collaborating to explore
the future of work
In 2023, we organized Genesys Collaborate,
a three-day pilot program, across our sites inIndianapolis, Indiana; Menlo Park, California; andGalway, Ireland. Participants had opportunities
to listen to leadership presentations, networkwith peers and contribute to our strategy for the
future of work. We also offered a Design Thinking
Practitioner Bootcamp, along with an additional
Design Thinking Champion course. Genesys
Collaborate provided a chance to think about
new ways of working while coming together inperson as a One Genesys community. Based on
the pilot’s success, we plan to scale the program
to additional global locations in fiscal year 2025.

Providing a best-in-classemployee experience
When employees feel engaged and inspired, they are better positioned to deliver their best work. We
recognize the value our employees bring to the business and strive to create a workplace where they can
thrive. As we cultivate an environment rooted in empathy, we pay close attention to the insights of ouremployees worldwide to create programming that is tailored to their needs.
Each year, we conduct an Employee Experience survey to stay in tune with our employees and learn how
we can improve. In FY24, we updated our survey questions to align with what matters most to employees,
covering topics such as compensation and career development. Our results are benchmarked36 to track
our performance based on the expectations of employees at Technology companies to ensure that
Genesys remains a talent destination. Moving forward, we are focused on sharing survey data across theorganization and streamlining our workstreams to enhance our One Genesys approach.

Our fiscal year 2024 survey at a glance

36.

Benchmarks collected via collaboration with external research vendor. Process included hundreds of hours of interviews and thousands of panel responses.

38 | Fiscal Year 2024 Sustainability ReportIn fiscal year 2024, Genesys was certified as aGreat Place to Work® in the United States. Whensurveyed in connection with the certification, 88% of
employees reported that Genesys is a great place towork — compared to 57% of employees at a typicalUS-based company. Genesys has been named a
Great Place to Work throughout the world, withadditional certifications in the U.K., Canada, Ireland,Brazil, the Philippines and India.

39 | Fiscal Year 2024 Sustainability ReportSupporting all aspectsof employee well-being
We’re dedicated to enhancing the overall well-being of our employees and their families, whether through tools
for financial success or time off to rest and recharge.
Our Workplace of the Future program is at the heart of our approach to work-life balance, empowering
employees to collaborate with their managers to establish a schedule and modality that enables them to do theirbest work. We also emphasize resources to support family planning and enhanced physical, mental and financial
health. In fiscal year 2024, we expanded financial wellness resources through a new partnership with Perks at
Work that provides employees with discounts on items such as electronics, travel, restaurants and tickets tomovies, theme parks and shows. The program also gives employees and their families access to online classes on
topics such as leadership, nutrition and fitness.

How we promoted employee well-being
in fiscal year 2024
Flexibility in the form of our Workplace of the Future program, August “Free”
Fridays, Global Diversity Day, an enterprise-wide shutdown for end-of-year
wellness and reimbursements for home-office equipment.

Engagement and educational resources through webinars, tutoring options
for employees with school-aged kids and our Social Wellness Month, which
included resources created with our Sustainability and DEI teams.

“For me, wellness is personal and it’sa priority. When I’m in a good place,
I’m a better wife, parent and leader.”Jon’a Joiner
Head of global inclusion andbelonging at Genesys

Well-being and mental health support provided through Lyra, including an
alcohol recovery program for employees in the U.S.

Financial wellness tools such as access to discounts and online classes
through our new partnership with Perks at Work.

40 | Fiscal Year 2024 Sustainability Report

Visit our website to learn more about
our comprehensive benefits and how
we’re ensuring that Genesys is aworkplace of choice.

Creating a positive impact, together
One of our values at Genesys is that we “Fly in Formation.” One thing that value means to us is that, when we
see our neighbors in need, we work side by side to provide support. Our Impact Together program empowers
employees to uplift their communities by contributing their skills, time and goodwill. From delivering global
disaster relief to supporting local food banks to hands-on STEM activities in schools, we’re proud of how we’vestrengthened our communities throughout the years.

Keys to making an impact together
Employee-driven and employer-supported
We put our energy behind not-for-profits that are important to our employees
and our organization.

Many ways to give backEmployees can make their impact go further by participating in matching
opportunities, Dollars for Doers, corporate volunteer and giving initiatives
and paid volunteer time off.

Leveraging grassroots action
Many of our initiatives focus on supporting underserved communities, and we
encourage employee inclusion groups and regional DEI councils to partnerwith organizations that align with their missions.

41 | Fiscal Year 2024 Sustainability ReportExpanding our impact in fiscal year 2024
Throughout the year, we put Impact Together to work to facilitate community initiatives
worldwide. In line with our dedication to sustainability, Genesys supported various Earth Monthactivities—from group cleanups throughout our Europe, Middle East and Africa (EMEA) region
to sapling planting and coastal cleanup events in our Asia Pacific (APAC) region. Our North
American teams got involved through similar community planting efforts and events to clean up
local rivers, trails and parks. And for the third consecutive year, we engaged global employees
through our annual Day of Service, with participation in 35 community-facing projects.
Additional highlights from our fiscal year 2024 community efforts include:
Celebrating a decade of Project Impact
We wrap up each year with Project Impact, our global giveback campaign. After hosting fooddrives for the past nine years, we took a new approach in fiscal year 2024 by supporting thenext generation of STEM professionals. Employees nominated STEM organizations that are
making an impact in their communities, with a scoring committee selecting 10 for Genesys tosupport. To encourage employees to give to these organizations, Genesys pledged additional
donations of $5,000, $10,000 and $20,000 to the three organizations that received the most
support. The winning not-for-profit was Water to Thrive, a US-based organization providing
clean water to communities in rural Africa.
Supporting strong, empowered girls
Together with our Women in Tech (GWiT) ERG, Genesys partnered with Girls Inc., anorganization that creates safe environments where girls are encouraged to take risks, learn fromexperiences and grow. The partnership kicked off with a company-matched giving opportunity
for International Women’s Day, which raised more than $6,000. It continued during Xperience
2023, Genesys annual partner event, with leaders and alumni from Girls Inc. of Metro Denver(GIMD) participating in a panel discussion and attendees packing STEM kits for local girls.
Genesys employees also hosted 40 students from GIMD’s Eureka! Summer STEM Camp during
the event, inviting them to attend breakout sessions, visit the Expo floor, ask questions andnetwork with Genesys partners and employees.

42 | Fiscal Year 2024 Sustainability ReportMentoring Teens in STEM
Genesys Indianapolis employees have long held a partnership with Indiana University-Purdue
University Indianapolis (IUPUI) Informatics Diversity-Enhanced Workforce (iDEW) program,which connects Indianapolis high schools to employers to provide educational workshops,
certifications, college credit and employment. This year, our employees partnered with Pike
High School to provide networking and STEM activities throughout the year. At the end of thesemester, the employees served as jurors providing valuable feedback for their capstone
projects. According to iDEW Program Manager Vicki Daugherty, “Students at Pike, who werealso earning the Google Data Analytics Certificate, were excited to have Genesys professionals
give insights to their capstone projects.”
Helping women start careers in nursing
Our team in India supported 12 students in the Home Nursing Course offered by the Association
for Non-Traditional Employment for Women (ANEW). ANEW specializes in empowering
underprivileged women by providing them with nursing career opportunities. Upon graduation,
many women serve at government hospitals that provide free hospitalization and healthcare
across the state.
Solving for smart cities
Genesys employees in Tel Aviv joined other leading tech companies to sponsor a Smart City
hackathon put on by Tel Aviv University’s Computer Science Club. Teams were tasked withusing technology and data to solve issues in urban mobility. The hackathon engaged 200
students, with Genesys engineers serving among a group of mentors who hosted a mobile
workshop and Vice President of R&D at Genesys Cloud WEM David Konig serving as a judge.

43 | Fiscal Year 2024 Sustainability ReportProviding community meals
In fiscal year 2024, Rise Against Hunger (RAH) marked its 25th year of working with community members
to pack nutrient-rich meals for people in need. To commemorate this milestone, RAH hosted events
throughout South Africa in recognition of the life and service of Nelson Mandela. The Genesys teamin Johannesburg teamed up with RAH for an event in July. In addition to Genesys corporate donationof more than $650, our employees volunteered to pack meals for distribution to the country’s Early
Childhood Development Centres.
Supporting reforestation
Employees in Rome, Italy, volunteered with the organization Alberi in Periferia (Trees on the Outskirts) totake part in an urban reforestation project. The organization’s goal is to plant as many trees as possible,
with the help of local community members and organizations. Since 2019, it has planted more than
1,500 trees through 35 initiatives with Genesys and other partners.

Our fiscal year 2024 impact by the numbers

44 | Fiscal Year 2024 Sustainability ReportOperating ethicallyand responsibly
We believe in leading with our values andcentering practices to make our company
more ethical, profitable and resilient. Ourhigh standards of conduct guide us to act withintegrity and compliance — from our approachto data privacy and security to how we develop
new technologies and tools. Though sometimes
this means putting in extra effort or taking themore challenging path, we know it is always
worth it to do what’s right.

45 | Fiscal Year 2024 Sustainability ReportLeading our company toward successAs we work toward a better, more sustainable future, our strong corporate governance structure keeps us on a solid
footing. The hallmarks of our governance program include regular, robust reporting and a Board of Managers thatis highly engaged. The Genesys Board oversees our operations and corporate governance, alongside our CEO. The
Board includes independent members as well as representatives from the private equity firms Hellman & Friedman andPermira, which collectively own a majority stake in our company.
Our Board has a high level of visibility into key ESG issues at our company and holds dedicated sessions on ESG topics
at least once per year. The Board also receives quarterly briefings, which often include updates and key progress
indicators related to our ESG-related initiatives. In fiscal year 2024, we held an ESG training for the Board led by athird-party governance expert. The training focused on raising Board members’ awareness of emerging regulations
and what our company is doing to prepare. Our goal is to drive annual progress by keeping sustainability issues at theforefront of all we do.

Managing enterprise risks

Key governance policies

To meet business and ESG objectives, we proactively monitor
and mitigate enterprise risks. With this in mind, we enhanced
our risk management efforts by establishing a formalized
Enterprise Risk Management (ERM) program in fiscal
year 2024 with corresponding governance and oversightprocesses. Our program includes performing an annual
enterprise risk assessment process that includes interviews
with key senior management, Board representatives andother stakeholders, as well as related due diligence and risk
mitigation efforts. We review the results of the assessmentwith the Audit Committee of the Board. Then, functional andbusiness unit owners develop risk action plans, which the
ERM leadership team monitors for execution.

Genesys has implemented the following
governance policies, which apply to all
employees, temporary workers, contractors
and consultants around the world:

46 | Fiscal Year 2024 Sustainability Report• Genesys Code of Conduct (includes our
Anti-Corruption Policy, Modern Slavery Policy
and Whistleblower Policy).
• Genesys Supplier and Business Partner Codeof Conduct• Supplier Diversity Statement

Maintaining a culture of ethics
and compliance
Today’s corporations are held to high standards of behavior, and Genesys continuously works to raise
the bar. We strive to demonstrate business excellence by putting ethical, compliant behavior front andcenter in our organization. From our leaders to our employees and our partners, we strive to protect thecompany’s reputation and are committed to doing business the right way.

Ethics and compliancefocus areas
Anti-corruption: In every region where we
operate, we are diligent in our efforts tomonitor and mitigate corruption-related risks.
Data privacy: Whether we’re serving a globalorganization or a small business, we strive
to adhere to all applicable data protection
requirements and standards and keep ourcompany’s and our customers’ assets secure.
Ethical conduct: From an employee’s firstdays with the company, we communicate our
expectations for ethical decision-making andbehavior, both during our onboarding process
and through annual training.

47 | Fiscal Year 2024 Sustainability Report

Focusing on anti-corruption
Genesys conducts business across six continents. Wherever we
operate, we take an active role in avoiding corrupt activities or
behavior. Our business partners must certify that they are awareof — and agree to abide by — the terms of our Anti-Corruption
Policy, which makes clear that Genesys does not offer or accept
bribes or kickbacks and does not tolerate corruption in anyof our business dealings. The policy applies to all Genesys
employees and third parties with whom we engage. It aligns with
anti-corruption laws including the US Foreign Corrupt Practices
Act, the UK Bribery Act, the OECD Convention on Combating
Bribery of Public Officials in International Business and the UN
Convention Against Corruption.
Among the hallmarks of our Ethics and Compliance program are
our due diligence processes. Not only do we maintain auditingrights with our business partners, but we also practice them byregularly conducting in-person audits with many of our global
partners. The process is meant to verify that these partners
meet rigorous standards for compliance with anti-corruption
laws, and to assess any corruption risks within the regional
business ecosystem.

Promoting ethical conduct
We administer regular training to our employees to reaffirm the importance of ethical and compliant behavior
across our organization. This is part of our onboarding process, and all employees complete an annual compliancetraining module, which covers topics such as ethics, privacy and security, 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 focuses on engaging in ethical and fair business practices that alignwith our values. In fiscal year 2024, we began using a new survey vendor and incorporated ESG topics into theannual training, which we plan to expand further in FY25.

Providing a work environment
free of unlawful harassment
We prohibit all forms ofharassment on any basis, inaccordance with all federal,state and local laws, ordinancesand regulations. This policy
applies to all persons involvedin the operation of the company
and prohibits unlawful
harassment by any employee
or manager of Genesys, aswell as contingent workers,
vendors, customers and anyother persons, including unpaid
interns and volunteers.

48 | Fiscal Year 2024 Sustainability Report

Reporting and investigating ethics and compliance concerns
Should an employee or business partner have concerns about a potential violation of
our Code of Conduct or any other Genesys policy or governmental law, we provide
several avenues to speak up. Employees and partners can report their concerns throughour Compliance Helpline, which is hosted by a third party and available 24 hours a day,seven days a week. Employees can also share concerns with a manager or our chiefcompliance officer, as well as our human resources and legal departments.
We do not tolerate intimidation or reprisal against anyone who makes a report ingood 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. We investigate and, if appropriate, raise reports for review by the Genesys
Ethics and Compliance Team and our Ethics and Compliance Oversight Committee. The
Ethics and Compliance Oversight Committee includes representation from our Executive
Leadership Team, including our CEO. As appropriate, the committee raises reported
issues to our Audit Committee and other members of the Board.

Facilitating export compliance
We have strict procedures in place to facilitate compliance with export control rules and lawsof the countries where we do business. This includes taking steps designed to ensure that:• Our products are properly classified for export• The parties involved in export transactions are properly screened• All applicable export authorizations are accurate and obtained in a timely manner

When necessary, we engage third parties to provide additional assurance that we areoperating in compliance with applicable rules and laws.

Committing to environmental
health, safety and human rights
Genesys is committed to preserving a workplace that is safe andhealthy for our employees and customers while continuously
driving employee awareness, environmental responsibility andgovernance of human rights issues. The Environmental, Healthand Safety Policy and Genesys Code of Conduct state thatthe directors, managers, officers and employees of Genesys
will protect the environment and the health and safety of thecommunities where Genesys conducts business by respecting
all applicable environmental, health and safety laws to maintaina safe, healthy and secure work environment.

49 | Fiscal Year 2024 Sustainability ReportPracticing responsible
procurement
We strive to take a thoughtful approach to sourcing products and services
for our business. Many of our ESG impacts occur within the Genesys supply
chain, so we expect our partners to engage in responsible, sustainable
and inclusive sourcing practices that support our sustainability goals. We
leverage various training courses to educate our Sourcing and Procurement
team on responsible procurement practices, including a sustainableprocurement course on fair competition, sustainable purchasing andsupplier diversity.

Continuous
EcoVadis recognition
Genesys second consecutive
EcoVadis Gold Medal ranks usamong the top 1% of companies
EcoVadis rated for sustainableprocurement within the software
publishing industry.

Purchasing with environmental sustainability in mind
Our Responsible and Sustainable Procurement Guidelines help drive us to conserve natural resources by promoting and purchasing
recycled, recyclable and renewable materials when possible. For example, when selecting Genesys-branded products for our online
catalog, we seek items produced with renewable materials and recycled content. Similarly, we seek computer equipment that uses
fiber-based, recycled packaging or contains recycled tin. Where feasible, we purchase computer equipment with at least an ENERGYSTARTM certification and Alternative Low Power Mode.

Collaborating to promote progress
We are committed to engaging in ethical and fair business practices and expect the same from our suppliers and business partners.
Our Supplier and Business Partner Code of Conduct, along with our Modern Slavery Policy, set forth our ESG expectations for third
parties and are included in our contracting process. We also expect third parties to conduct internal risk assessments in accordancewith this Code of Conduct, along with providing any 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 criteria
related to regulatory and legal compliance, as well as other risks such as geopolitical, country, privacy, financial and information
security risks. We furthered this process throughout fiscal year 2024 by conducting targeted ESG assessments and supplier audits
within our supplier base.

50 | Fiscal Year 2024 Sustainability ReportDiversifying our
supplier network
We are dedicated to cultivating a diverse
supplier network through which we can workwith sourcing partners to support mutual
growth. Our Supplier Diversity Program helps
us seek sourcing partners who share our DEI
values and offer products or services that arealigned with our business needs.
One way we furthered our supplier diversity
efforts in fiscal year 2024 was throughour membership in the Supplier Diversity
Coalition, an initiative created by a group oftechnology companies that prioritize diverse
supplier partnerships. We leveraged thecoalition to survey suppliers and gain insights
into the diverse representation within eachsupplier’s board of directors, leadershipteam and employee base. We have reviewed
this data when making decisions aboutvendor selection and contract renewals while
continuing to evolve our supplier diversity
categories. View our Supplier Diversity
Statement for further details.
51 | Fiscal Year 2024 Sustainability Report“When clients are enthusiastic, it fosters creativity
and collaboration, allowing us to present uniqueand tailored solutions that resonate with theirteams and customers. Collaborating with acompany like Genesys, where the people behindthe brand are supportive and engaged, hasresulted in a successful and fulfilling partnership.”Janie Goldberg
Founder of Omnisource Marketing,a WBENC certified company

Changing the game for women in business
As the daughter of an entrepreneur, Janie Goldberg had business in her blood
when she graduated with an accounting degree in 1966. Hitting the glass ceilingas a young woman made her eager to change the game for women in business.
Eventually, her own entrepreneurial spirit led her to found Omnisource
Marketing in 1989, which has been certified by the Women’s BusinessEnterprise National Council.
The company originally served as a prime supplier of branded merchandise
to Interactive Intelligence. When Genesys acquired Interactive Intelligencein 2016, we continued the partnership, which supported the launch of the
shopgenesys online store, which includes sustainable offerings such as
corporate attire, books, backpacks and accessories. We are proud to include
women-owned businesses such as Omnisource Marketing within our robustand diverse supplier network.

Creating a sustainable conference Xperience
We aspire to embed sustainability into all aspects of what we do, including key company events. Partnering with venues and suppliers
enables us to extend our sustainability journey, while educating and inspiring others to join.
During the summer of 2023, we held our annual Genesys Xperience conference in Denver, Colorado, bringing together attendees
from organizations of all sizes and sectors. From the inception, we’ve highlighted and planned ways for attendees to responsibly
prepare, while anticipating how they would “Xperience Sustainability” at the conference.
In organizing the event, we embraced a variety of sustainable practices, such as providing options for meatless meals; supporting
sustainable, diverse and local suppliers; and planning sustainability-focused activities. We also assessed and worked to reduce
the event’s carbon footprint. To offset the remaining emissions, Genesys partnered with Rubicon Carbon to support the Kulera
Landscape project in Malawi, Africa.
In part, project funds supported increased capacity for Malawi’s Department of National Parks and Wildlife, which works with
community members to manage and protect conservation areas that are home to zebras, leopards, elephants and many othernative animals.
View our website for additional information about carbon offsets.

52 | Fiscal Year 2024 Sustainability ReportKeeping digital assets
private and secure
As a global technology company, data privacy and security
are paramount to Genesys business and our ability to maintainstakeholder trust. Cybersecurity threats are becoming more complex
and advanced, so we regularly work to enhance privacy and security
safeguards and adopt new best practices as they emerge.

Aligning with globally
recognized frameworks
We leverage region-specific information security standards to bolster
the security of our global platforms. Where required, we also expand
the scope of the standards to which we are certified to include areas
with a significant operational presence. We monitor and comply
with various data privacy regulatory frameworks, including Europe’s
General Data Protection Regulation (GDPR). Our Information Security
teams observe internationally recognized security frameworks andwork to ensure that Genesys products maintain compliance with PCI,HITRUST, SOC 2 Type 2, HIPAA, IRAP, BSI C5, ISO 27001 and otherstandards. We also cooperate with the ISO 27018 audits, whichcontain privacy controls.

Taking an organization-wide
security approach
Our Privacy team works closely with business units across
our organization to embed privacy into our processes andproducts. We also administer data privacy training to ouremployees to enhance their awareness of best practices
and concerns. Individuals and teams responsible for data
privacy and cybersecurity at Genesys include:
Chief Privacy Officer - Oversees our companywide
Data Privacy Program, monitors its effectivenessand advises on global privacy laws and requirements.
European Data Protection Officer - Oversees ourcompliance with all requirements of European dataprotection law.
Business unit security teams - Represent thevarious software tools and platforms our customers
use, headed by a vice-president-level position.
Chief Information Security Officer (CISO) - Worksclosely with business unit security teams to help
bolster the company’s overall information
security capabilities.
Information security team - Trains developers insecure coding principles and security practices andworks with the CISO and business units to provide
services in vulnerability management, security
architecture, third-party risk management, guidanceon risk and compliance, penetration testing, andcode scanning and reviews.
All Genesys employees - Participate in annual
training to review key principles and tenets
involving cybersecurity, privacy and compliance.

53 | Fiscal Year 2024 Sustainability ReportPowering ethical, responsible AI
The use of AI isn’t new, but more sophisticated models and new applications of AI are constantly emerging. At Genesys, we fuse multiple formsof AI — including conversational, predictive and generative models — to scale seamless, individualized experiences for organizations
worldwide. As we forge new paths in AI orchestration, we aspire to ground our practices in innovation, security and ethics. We want todeliver tools and services that customers and consumers can rely on, so we’re positioning Genesys at the forefront of responsible AI use.

Maturing our AI Ethics program

Accelerating AI innovation with AWS

AI technologies offer many advantages; however, they canalso pose challenges around bias and inappropriate use.
Understanding this, we’ve established a set of AI ethics
guidelines in fiscal year 2023 to govern the way we develop AI
products. We have also established a cross-functional AI Ethics
Board comprised of leaders within our engineering, R&D andproduct teams. These leaders are responsible for overseeing
our AI governance framework and ensuring compliance with
global AI regulations as they evolve. The Board regularly reviews
emerging AI issues and legislation to coordinate appropriate
workstreams and activities and stay ahead of the curve.

In fiscal year 2024, we deepened our long relationship with AWS
to supercharge AI innovation. We are now leveraging Amazon
Bedrock — a fully managed service that expands Genesys AI
model portfolio and makes large language models from AI startups
and AWS available to Genesys Cloud users. This will enhanceusers’ ability to innovate across use cases and industries, enablingthem to continuously strengthen their customer and employee
experiences. We’re proud to collaborate on this importantdevelopment with AWS, which has demonstrated a like-mindedfocus on AI ethics.

AI Ethics guidelines
Balance value creation with empathy – We are committed to ensuring
the needs of our stakeholders, end customers, agents/employees andbusinesses are well understood and considered throughout thevalue-creation process and across our product portfolio.

Understand and reduce bias - We arecommitted to understanding and reducing bias
in AI models to support ethically fairdecision-making.

Incorporate privacy by design principles - We are committed to thecore principles of privacy by design and protecting an individual’s rightto privacy from the outset.

Be transparent – We are committed to ensuringthat our stakeholders understand underlying
decision-making processes.

54 | Fiscal Year 2024 Sustainability ReportThough robust AI testing capabilities were already inplace, we have focused on expanding these capabilities
and making test cycles even more rigorous. Our goal isto ensure the end-to-end safety and security of all AI
products from conception to release. Transparency is key
to this work, so we began implementing model and datacards for our products to identify their underlying models
and how they were trained. We also defined a new impact
assessment process to support our AI Ethics guidelines
and help ensure ongoing regulatory compliance.

“As new AI technologies continue to emerge,
they have the potential to transform the way
we work — provided we take the necessary
steps to ensure a customer’s security
and safety. I foresee many more exciting
applications to come in the next few years
that can augment and improve the way wedeliver customer experiences.”
Brett Weigl
General Manager, Digital,
AI and Journey Analytics

Collaborating toinvestigate AI biases
The AI landscape is ever-changing, and there is much
we can learn by studying these powerful tools. At
Genesys, we’ve partnered with the University of
Galway in Galway, Ireland, to advance research ona number of AI topics. Among them is a study on thedetection and documentation of potential biases. The
study focuses on the broader technological landscape,in which the input of one AI model may be based on
the output of another. Through the project, we areworking to develop a chain of custody for AI data so
we can better understand the spread of underlying
biases and ultimately support more ethical andequitable forms of AI.
55 | Fiscal Year 2024 Sustainability ReportAppendix
About this report
This report includes updates on our sustainability strategy, performance and related metrics,
covering our fiscal year 2024, which is the period from February 1, 2023, to January 31, 2024,with additional information on activities, where appropriate, through June 2024. Unless indicated or
the context requires otherwise, all metrics cover our fiscal year 2024. The report covers the socialand environmental performance, governance, compliance and risk management aspects of ourbusiness and is informed by the Global Reporting Initiative (GRI) standards, the Task Force on
Climate-Related Financial Disclosures (TCFD) Framework and the Sustainability Accounting Standards
Board (SASB). We obtained limited or reasonable assurance, as applicable, from Apex Companies,
LLC, our external auditor, for select sustainability metrics as further described within this report.
The goals and projects described in this report are aspirational. As such, no guarantees or promises
are made that these goals and projects will be met or successfully executed. Furthermore, data,
statistics and metrics included in this report are non-audited estimates, not prepared in accordancewith 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 consideredguarantees 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, theterms “material” and “materiality,” as defined by or construed in accordance with securities or otherlaws, or as used in the context of financial statements and reporting. Information contained on any
website referenced or linked herein is not incorporated by reference into this report.

56 | Fiscal Year 2024 Sustainability Report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 andassumptions. Should one or more of these risks or uncertainties materialize, or should underlying
assumptions prove incorrect, actual results may vary materially from those indicated or anticipatedby such forward-looking statements. The inclusion of such statements should not be regarded as arepresentation that such plans, goals, targets, estimates or expectations will be achieved. Importantfactors that could cause actual results to differ materially from such plans, goals, targets, estimatesor expectations include, among others: changes in economic, political and business conditions;pandemics, global hostilities, natural disasters or other significant events that disrupt normal
business operations or other events beyond our control and actions by governments, businesses
and individuals in response to the situation; technological advances or innovation; mergers andacquisitions or significant business model changes; unexpected delays, difficulties and expenses in
executing against our goals set forth in this report; and changes in laws or regulations, including thoserelated to climate initiatives. The forward-looking statements in this report are made as of the date ofthis report unless otherwise indicated. We undertake no obligation to update these forward-looking
statements to reflect subsequent events or circumstances.

57 | Fiscal Year 2024 Sustainability ReportGRI index
Statement of Use

Genesys has reported the information cited in this GRI content index for the period February 1, 2023 to January 31, 2024 [withreference/in accordance] to the GRI Standards

GRI 1 used

GRI 1: Foundation 2021

GRI Standard/Other Source

Disclosure

Fiscal Year 2024 Location/Response

General Disclosures
GRI 2: General Disclosures 2021
The organization and its reporting
2-1

Organizational details

Genesys Cloud Services, Inc. Menlo Park, CA, USA

2-2

Entities included in the organization’ssustainability reporting

Genesys is a private-owned company and the sole entity included in thissustainability report

2-3

Reporting period, frequency and contact
point

February 1, 2023-January 31, 2024
Annually
sustainability@genesys.com

2-4

Restatements of information

Any restated information can be found in our Sustainability Report

2-5

External assurance

Apex, our independent auditor, assessed and verified our GHG emissions in FY24

2-6

Activities, value chain and other business
relationships

Fiscal Year 2024 Sustainability Report > About Genesys> Corporate Governance

2-7

Employees

Fiscal Year 2024 Sustainability Report > FY24 at a glance

2-8

Workers who are not employees:
Total number of workers who are not
employees and whose work is controlled
by the organization

Genesys does not disclose this information

2-9

Governance structure and composition

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

Activities and workers

Governance

58 | Fiscal Year 2024 Sustainability ReportGRI Standard/Other Source

Disclosure

Fiscal Year 2024 Location/Response

2-10

Nomination and selection of the highest
governance body

Genesys's board of managers consists of seven members, who are the Company's
CEO, representatives from our private equity sponsors, and two
independent directors

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 inoverseeing the management of impacts

Although Genesys is a privately held company, Genesys' Chief Executive Officer(CEO) serves as chairman of the company's Board of Managers and oversees
business strategy for the company, which includes climate-related policies
and strategy. As sustainability is one of our strategic business KPIs, our CEO
is ultimately responsible for overseeing and monitoring Genesys' sustainability
program and progress towards the company's 2030 goals, which include achievingcarbon neutrality. Sustainability is one of the four categories of metrics by which
the company evaluates its business performance (the other three being growth,
profitability, and experience)
Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Leading our company towards success

2-13

Delegation of responsibility for managing
impacts

Genesys has a Board of Managers. The Board of Managers is chaired by our CEO
and made up of six other experienced, external experts. At least once per year,
the company's Global Sustainability Officer presents a formal update to the Boardof Managers on progress towards Genesys 2030 sustainability targets and annual
performance milestones.
Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Leading our company towards success

2-14

Role of the highest governance body insustainability reporting

The Global Chief Sustainability Officer (GCSO) is a member of the Genesys
leadership team, reporting to the SVP, Strategy and Operations, who reports
to the Chief Executive Officer (CEO). The GCSO oversees the implementationof our sustainability strategy, integrates sustainability throughout our company,and monitors our environmental and social performance. The GCSO leads theinternal sustainability team and works closely with an internal Sustainability
Council composed of representatives from 11 business functions. The GCSO
and council work together to create sustainability initiatives and policies, track
ESG developments, and manage sustainability communications with employees,
investors and other stakeholders.
Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Leading our company towards success

59 | Fiscal Year 2024 Sustainability ReportGRI Standard/Other Source

Disclosure

Fiscal Year 2024 Location/Response

2-15

Conflicts of interest

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Maintaining a culture of ethics and compliance

2-16

Communication of critical concerns: How
Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >concerns are communicated to the highest Maintaining a culture of ethics and compliancegovernance body, report the total number
and the nature of critical concerns during
the reporting period

2-17Collective knowledge of the highest
governance body

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

2-18

Evaluation of the performance of thehighest governance body: Overseeing themanagement of the organization’s impacts
on the economy, environment, and people

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Leading our company towards success

2-19

Remuneration policies

Our executive management team is compensated based, in part, on overall
company performance and effective management of our four pillars that include
aspects of sustainability, growth, profitability, and experience

2-20

Process to determine remuneration

Our executive management team is compensated based, in part, on overall
company performance and effective management of our four pillars that include
aspects of sustainability, growth, profitability, and experience

2-21

Annual total compensation ratio: Ratioof the annual total compensation for theorganization’s highest-paid individual tothe median annual total compensation
for all employees, ratio of the percentage
increase.

Genesys does not disclose this information

Strategy, policies and practices
2-22

60 | Fiscal Year 2024 Sustainability ReportStatement on sustainable development
strategy

Fiscal Year 2024 Sustainability Report > CEO Message

GRI Standard/Other Source
2-23

Disclosure

Fiscal Year 2024 Location/Response

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 (including Whistleblower Policy)
Supplier & Business Partner Code of Conduct
Supplier Diversity Statement
AI Ethics Guidelines
Responsible and Sustainable Procurement Guidelines
https://www.genesys.com/company/legal/global-tax
https://www.genesys.com/company/legal
https://library.genesys.com/m/7481f9dc11ecfc05/original/Genesys-supplierdiversity-statement_EN.pdf

2-24

Embedding policy commitments

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Key governance policies; Focusing on anti-corruption; Ensuring ethical conduct;
Providing a work environment free of unlawful harassment
Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Practicing responsible procurement; Keeping digital assets private and secure;Powering ethical, responsible AI

2-25

Processes to remediate negative impacts

Genesys does not disclose this information

2-26

Mechanisms for seeking advice and raising Codes of Conduct:
concerns
https://www.genesys.com/company/legal/ethics-and-compliance

2-27Compliance with laws and regulations:
Report the total number of noncompliance instances with laws andregulations

Genesys does not disclose this information

2-28

Membership associations: List ofmembership associations

Genesys does not disclose this information

Approach to stakeholder engagement

Fiscal Year 2024 Sustainability Report > Introduction > Our sustainability approach

Stakeholder engagement2-29

61 | Fiscal Year 2024 Sustainability ReportGRI Standard/Other Source

Disclosure

Fiscal Year 2024 Location/Response

Collective bargaining agreements: How
the organization engages in collective
bargaining with its employees

Employees in multiple regions are covered by collective bargaining agreements

3-1

Process to determine material topics

Fiscal Year 2024 Sustainability Report > Introduction > Our sustainability approach

3-2

List of material topics

Fiscal Year 2024 Sustainability Report > Introduction > Our sustainability
approach> Material issues

3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Focusing on anti-corruption

205-1

Operations assessed for risks related tocorruption

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Focusing on anti-corruption

205-2

Communication and training about anticorruption policies and procedures

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Focusing on anti-corruption

3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

302-1

Energy consumption within theorganization

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality
Earning recognition from CDP, C8.2a

302-2

Energy consumption outside of theorganization

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality> Total Energy Consumption (MWh)302-3

Energy intensity

Total Energy Consumed in FY24: 15,833 MWh (Source: Latest GHG inventory CDP, C8.2a)
Total Customers: More than 5,700 (Source: About Genesys)
Energy Intensity Ratio: 2.78 MWh/customer

2-30

Material topics
GRI 3: Material Topics 2021

GRI 200: Economic
GRI 205: Anti-corruption

GRI 300: Environmental
GRI 302: Energy

62 | Fiscal Year 2024 Sustainability ReportGRI Standard/Other Source

Disclosure

Fiscal Year 2024 Location/Response

302-4

Reduction of energy consumption

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

302-5

Reductions in energy requirements ofproducts and services

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

305-1

Direct (Scope 1) GHG emissions

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

305-2

Energy indirect (Scope 2) GHG emissions

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

305-3

Other indirect (Scope 3) GHG emissions

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

305-4

GHG emissions intensity

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality > Earning recognition from CDP
CDP 2023 Climate Change response, C6.10

305-5

Reduction of GHG emissions

Fiscal Year 2024 Sustainability Report > Advancing Environmental Sustainability >Pursuing carbon neutrality

305-6

Emissions of ozone-depleting substances(ODS): Production, imports, and exports of
ODS

Genesys does not emit significant ozone-depleting substances in its operations

305-7

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

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

GRI 305: Emissions

GRI 400: Social
GRI 404: Training and Education
3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Putting sustainability to work > Investing in
Our Talent > Turning potential into growth404-1

Average hours of training per year per
employee: Average hours of training
gender and employee category

In FY24, we offered the following training hours to our employees: All employees:
20 hours per employee Managers: 16 hours per manager VP Level & Above: 16hours per leader

404-2

Programs for upgrading employee skills
and transition assistance programs

Fiscal Year 2024 Sustainability Report > Investing in Our Talent > Turning potential
into growth

63 | Fiscal Year 2024 Sustainability ReportGRI Standard/Other Source
404-3

Disclosure

Fiscal Year 2024 Location/Response

Percentage of employees receiving regularperformance and career development
reviews: Percentage of total employees
by gender and by employee category
who received a regular performance andcareer development review during thereporting period

Fiscal Year 2024 Sustainability Report > Investing in Our Talent > Providing a
best-in-class employee experience> 98% of employees received an annual
performance review in FY24

GRI 405: Diversity and Equal Opportunity
3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Committed to diversity, equity andinclusion > Practicing Responsible Procurement > 5.3% Tier 1 supplier spend in
fiscal year 2024 was with suppliers that qualify as diverse suppliers under our
Suppler Diversity Statement

405-1

Diversity of governance bodies
and employees

Fiscal Year 2024 Sustainability Report > Committed to diversity, equity andinclusion > Diversifying our workforce

405-2

Ratio of basic salary and remunerationof women to men: Average pay of eachgender grouping within each
employee category

Genesys does not disclose this information

3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Committed to diversity, equity and inclusion
Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Leading our company toward success
Code of Conduct (including Whistleblower Policy):
https://www.genesys.com/company/legal

406-1

Incidents of discrimination and corrective Genesys does not disclose this information
actions taken: Total number of incidents of
non-compliance can include management
system audits, formal monitoring
programs, or grievance mechanisms

GRI 406: Non-discrimination

GRI 413: Local Communities
3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Putting sustainability to work> Using our
product for good > Partnerships that make an impact

413-1

Operations with local community
engagement, impact assessments, anddevelopment programs2024 Sustainability Report > Putting sustainability to work> Using our product forgood > Partnerships that make an impact

64 | Fiscal Year 2024 Sustainability ReportGRI Standard/Other Source

Disclosure

Fiscal Year 2024 Location/Response

Operations with significant actual andpotential negative impacts on local
communities

Genesys does not disclose this information

3-3Management of material topic

Fiscal Year 2024 Sustainability Report > Operating ethically and responsibly >Keeping digital assets private and secure

418-1

Substantiated complaints concerning
breaches of customer privacy andlosses of customer data: Total numberof substantiated complaints received
concerning breaches of customer privacy

Genesys does not disclose this information

413-2

GRI 418: Customer Privacy

65 | Fiscal Year 2024 Sustainability Report

SASB index
Topic

Accounting Metric

Category

Environmental
Footprint ofHardware
Infrastructure(1) Total energy consumed(2) percentage grid electricity(3) percentage renewable

Quantitative Gigajoules,
percentage (%)

TC-SI130a.1

Fiscal Year 2024 Sustainability Report > Advancing
Environmental Sustainability > Pursuing carbon
neutrality > Environmental data

(1) Total water withdrawn, (2) total water
consumed; percentage of each in regionswith High or Extremely High Baseline
Water Stress

Quantitative "Thousand cubic
meters (m3),Percentage (%)"

TC-SI130a.2

While water stewardship is of the utmost
importance, due to our small leased real estate
footprint, we do not collect data as it does not havea significant impact on our operations. We willcontinue to work with our asset owners to pursue
the upmost sustainable options for our offices

Description of the integration ofenvironmental considerations to strategicplanning for data center needs

Discussion
andAnalysisn/a

TC-SI130a.3

Fiscal Year 2024 Sustainability Report > Advancing
Environmental Sustainability > Pursuing carbon
neutrality > Embracing green information technology (IT)Description of policies and practices
relating to targeted advertising and user
privacy

Discussion
andAnalysisn/a

TC-SI220a.1

Fiscal Year 2024 Sustainability Report > Operating
ethically and responsibly > Keeping digital assets
private and secure

Number of users whose information isused for secondary purposes

Quantitative Number

TC-SI220a.2

Genesys does not disclose this information

Total amount of monetary losses as a
Quantitative Presentation
currency
result of legal proceedings associated withuser privacy

TC-SI220a.3

Genesys does not disclose this information(1) Number of law enforcement requests
for user information, (2) number of users
whose information was requested, (3)percentage resulting in disclosure

Quantitative Number,percentage (%)

TC-SI220a.4

Genesys does not disclose this information

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

Discussion
andAnalysis

TC-SI220a.5

Genesys does not disclose this information(1) Number of data breaches, (2)percentage that are personal data
breaches, (3) number of users affected

Quantitative Number,percentage (%)

TC-SI230a.1

Genesys does not disclose this information

Data Privacy& Freedom ofExpression

Data Security

66 | Fiscal Year 2024 Sustainability Report

Unit of Measure Coden/a

Fiscal Year 2024 Response

TopicAccounting Metric

Category

Unit of Measure CodeFiscal Year 2024 Response

Data Security

Description of approach to identifying andaddressing data security risks, including
use of third-party cybersecurity standards

Discussion
andAnalysisn/a

TC-SI230a.2

Fiscal Year 2024 Sustainability Report > Operating
ethically and responsibly > Keeping digital assets
private and secure

Recruiting& Managing
a Global,Diverse Skilled
Workforce

Percentage of employees that require awork visa

Quantitative Percentage (%)

TC-SI330a.1

We are currently sponsoring 220 people in the US

Employee engagement as a percentage VI

Quantitative Percentage (%)

TC-SI330a.2

Fiscal Year 2024 Sustainability Report > Investingin Our Talent > Providing a best-in-class employee
experience

Percentage of (1) gender and (2)diversity group representation for (a)executive management, (b) non-executive
management, (c) technical employees, and(d) all other employees

Quantitative Percentage (%)

TC-SI330a.3

Fiscal Year 2024 Sustainability Report > Committed
to diversity, equity and inclusion > Diversifying ourworkforceIntellectual
Property
Protection &Competitive
Behavior

Total amount of monetary losses as a
Quantitative Presentation
result of legal proceedings associated withcurrency
anti-competitive behavior regulations

TC-SI520a.1

Genesys does not disclose this information

Managing
Systemic Risks
from Technology
Disruptions

Number of (1) performance issues and (2)service disruptions; (3) totalcustomer downtime

Quantitative Number, Days

TC-SI550a.1

Genesys Cloud had 99.986% uptime

Description of business continuity risks
related to disruptions of operations

Discussion
andAnalysisn/a

TC-SI550a.2

Fiscal Year 2024 Sustainability Report > Operating
ethically and responsibly > Keeping digital assets
private and secure

Activity Metric

Category

Unit of Measure Code

(1) Number of licenses or subscriptions, (2) percentage
cloud-based

Quantitative Number,
Percentage (%)

TC-SI000.A

Genesys uses different KPIs to communicate ourbusiness performance to investors than thosesuggested by SASB > Fiscal Year 2024 Sustainability
Report > FY24 at a glance(1) Data processing capacity, (2) percentage outsourced

Quantitative See note

TC-SI000.B

Genesys does not disclose this information(1) Amount of data storage, (2) percentage outsourced

Quantitative Petabytes,
Percentage (%)

TC-SI000.C

Genesys does not disclose this information

Fiscal Year 2024 Response

Note for TC-SI-000.B: Data processing capacity shall be reported in units of measure typically tracked by the entity or used as the basis for contracting software and information technology (IT) services, such as million service
units (MSUs), million instructions per second (MIPS), mega floating-point operations per second (MFLOPS), compute cycles or other. Alternatively, the entity may disclose owned and outsourced data processing needs in other units ofmeasure, such as rack space or data center floor area. The percentage outsourced shall include on-premise cloud services, those that are hosted on public cloud, and those that are residing in co-location data centers.

67 | Fiscal Year 2024 Sustainability Report

TCFD index
Disclosure
Focus Area

Recommended
Disclosure

Fiscal Year 2024
Response

Fiscal Year 2024
Referencea) Describe theboard’s oversight ofclimate-related risks
and opportunities.

Genesys's board of managers has oversight of climate-related risks and opportunities. The board
consists of 7 members, who are the Company's CEO, representatives from our private equity
sponsors, and two independent directors.

Fiscal Year 2024 Sustainability
Report > Operating ethicallyand responsibly > Leading ourcompany toward success
CDP 2023 Climate Change
response, C1.1a-1.2ab) Describe
management’s rolein assessing andmanaging climaterelated risks andopportunities.

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 theimplementation of our global sustainability strategy, integrates sustainability throughout ourcompany, 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.

Fiscal Year 2024 Sustainability
Report > Operating ethicallyand responsibly > Leading ourcompany toward success
CDP 2023 Climate Change
response, C1.1a-1.3aa) Describe theclimate-related risks
and opportunities
the organization has
identified over the
short, medium, andlong term.

Risks & Opportunities:• Regulatory: Genesys considers the influence of local and federal regulations, including
environmental and climate-related 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 to date, energy efficient server and IT equipment.
Genesys datacenter partners continue to innovate and adopt more energy efficient processors
and carbon-reducing building management strategies• Legal: As a global company, Genesys is may be subject to climate-related litigation claims andrisks. Our Sustainability and Legal teams work together to ensure that any climate-related
legal risks to the business are known, planned for and acknowledged within our policies
and operations.
• Market Pressure: Genesys acknowledges the risk presented by failing to respond toclimate-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 theirsustainability journeys.

Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability
CDP 2023 Climate Change
response, C2.1-2.4a

Governance
Disclose theorganization’s
governance aroundclimate-related risks
and opportunities.

Strategy
Disclose the actualand potential
impacts of climaterelated risks andopportunities on
the organization’s
businesses, strategy
and financial
planning.

68 | Fiscal Year 2024 Sustainability ReportDisclosure
Focus Area

Recommended
Disclosure

Fiscal Year 2024
Response•

Disclose the actualand potential
impacts of climaterelated risks andopportunities on
the organization’s
businesses, strategy
and financial
planning.

••b) Describe theimpact of climaterelated risks andopportunities on
the organization’s
businesses, strategy,
and financial
planning.

69 | Fiscal Year 2024 Sustainability Report

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 and potential customers increasingly expect their value
chain partners to reflect their values and support them in progressing 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 ourpartner's datacenter infrastructure. Acute climatic events like flooding and extreme heat
may strain datacenter and office operations, for example by necessitating additional coolinginfrastructure 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 futurewith warmer summers, rising sea levels, and more frequent extreme weather events maychange 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 likelihood offlooding. Partners may pose additional costs to Genesys to offset infrastructure projects.
Further, customers may be less inclined to purchase Genesys solutions if adapting to climatechange reduces their margins.
Products and Services: Genesys is in the middle of a complete premises to cloudtransformation. This is in support of our business strategy and our climate targets, as ourcloud-based solutions are a significantly cleaner service model to provide. In the reporting
period Genesys halted hardware sales as we continue to encourage our cloud-based 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 for the company. We are currently evaluating our entire supply chain andimplementing new policies and procedures to more 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 to our 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 can reserve space when needed. A significant portionof the workforce is either hybrid or fully remote. These operational changes have reduced
employee commute impacts and scope 2 emissions from facilities.

Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability
CDP 2023 Climate Change
response, C2.3-3.4

As we advance our climate journey, we are committed to aligning our strategy with best practices
associated with science-based targets . We laid the groundwork in FY24 to submit reduction
targets for validation by the Science Based Targets Initiative (SBTi), which we plan to do in the
coming year.

Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability >Pursuing carbon neutrality
CDP 2023 Climate Change
response, C3.1-3.4

•

•
•
•

c) Describe theresilience of theorganization’s
strategy, taking
into considerationdifferent climaterelated scenarios,
including a 2°C or
lower scenario.

Fiscal Year 2024
ReferenceDisclosure
Focus Area

Recommended
Disclosure

Fiscal Year 2024
Response

Fiscal Year 2024
Referencea) Describe theorganization’s
processes for
identifying andassessing climaterelated risks.

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

Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability
Fiscal Year 2024 Sustainability
Report > Operating ethicallyand responsibly > Leading ourcompany toward success >Managing enterprise risk
Fiscal Year 2024 Sustainability
Report > Introduction > Oursustainability approach
CDP 2023 Climate Change
response, C2.1-2.4a

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

b) Describe theorganization’s
processes for
managing climaterelated risks.
c) Describe
how processes
for identifying,assessing, andmanaging climaterelated risks areintegrated into
the organization’s
overall risk
management.

As Genesys actively conducts materiality assessments and seeks to understand climate risk, thecompany integrated climate action into its strategy through the following commitments:
1) Committing to Science-Based Targets Initiative (SBTi)
2) Continuing partnership with Rubicon Carbon's Services3) Signing the Climate Pledge
4) Reducing emissions through our products and services5) Decarbonizing our operations

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

a) Disclose themetrics used by
the organization
to assess climaterelated risks andopportunities in linewith its strategy andrisk management
process.

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.

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

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 ourshipping, hardware procurement, business travel and employee commuting activities.

70 | Fiscal Year 2024 Sustainability Report

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

Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability >Pursuing carbon neutrality
Fiscal Year 2024 Sustainability
Report > Introduction > Oursustainability approach>
CDP 2023 Climate Change
response, C4.1a-4.3c
Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability >Pursuing carbon neutrality> Oursustainabiity approach>
CDP 2023 Climate Change
response, C5.2-5.2, C6.1-6.10

Disclosure
Focus Area

Recommended
Disclosure

Fiscal Year 2024
Response

Fiscal Year 2024
Referencec) Describe thetargets used by
the organization
to manage
climate-related risks
and opportunities
and performanceagainst targets.

By 2030, we seek to be carbon neutral, and we remain on track to achieve it. We believe the key
is executing a strategy 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. Core to this strategy is our focus on delivering energyefficient and carbon-smart products and services. This strategy supports our own path toward
carbon neutrality while enhancing sustainability among the businesses we serve.

Fiscal Year 2024 Sustainability
Report > Advancing
Environmental Sustainability >Pursuing carbon neutrality
Fiscal Year 2024 Sustainability
Report > Introduction > Oursustainability approach> CDP
2023 Climate Change response,
C4.1a-4.3c

71 | Fiscal Year 2024 Sustainability ReportUN SDG index
United Nations SDG
Goal 5
Gender equality

Genesys material topic

How we contribute• Workforce DEI• Dedicated to DEI• Supplier DEI• Creating a positive impact, together• Supplier diversity

Goal 8Decent work andeconomic growth• Workforce DEI andworkforce engagement andwell-being• Investing in our talent

Goal 9Industry, innovationand infrastructure• Product for good/Social
impact• Delivering empathy across industries• Dedicated to DEI• Pursuing carbon neutrality• Deepening our relationship with AWS• Putting sustainability to work
• Partnerships that make an impact

Goal 10
Reduced inequalities• Workforce DEI• Dedicated to DEI• Supplier DEI• Creating a positive impact, together• Supplier diversity

Goal 12
Responsible
consumption andproduction• Sustainable product design• Pursuing carbon neutrality• Circular economy andresource consumption• Embracing green information technology

Goal 13
Climate action• Climate change management• Pursuing carbon neutrality• Customer carbon reduction• Embracing green information technology• Operational energy andemissions72 | Fiscal Year 2024 Sustainability Report• Practicing responsible procurement

Genesys environmental methodology
Genesys is committed to advancing its sustainability initiatives, reducing its environmental footprint and maintaining transparency
in reporting. We aim to balance the needs of all our stakeholders, including our ambition to grow our business while managing
environmental and social risks and opportunities. We understand that our financial, environmental, and social performance aretightly connected, and we seek to deliver shared value as we embed sustainability into our strategy, goals, and operations.

Genesys greenhouse gas emissions
Genesys greenhouse gas (GHG) footprint comprises emissions primarily from our upstream and downstream value chain,followed by direct emissions from operating our business. We define organizational boundaries using the operational control
approach, aligned with the definition from the GHG protocol (chapter 3). Operational control criteria are met when Genesys has
full authority to establish and implement its operational policies. Our reporting includes all emissions from all operations overwhich the company exercises operational control, as well as all value chain emissions we’ve identified to date.
Genesys reports its GHG emissions in metric tons of CO2 equivalent annually in accordance with the GHG protocol guidelines.
Source emissions are classified according to the GHG Protocol scope classifications:• Scope 1 refers to direct GHG emissions from sources that are owned or controlled by the company.
• Scope 2 refers to indirect GHG emissions generated by the energy production of utilities.
• Scope 3 refers to all other indirect GHG emissions including, but not limited to, activities occurring
within our supply chain and from product use.

In preparation for SBTi validation and to refine our methodology to cover additional categories, we updated the baseline for our
GHG inventory to fiscal year 2022, and had the data independently verified by our assurance provider. Hence, Genesys details
the company’s global emissions abatement effort, starting with calculating and baselining fiscal year 2022 GHG emissions.

73 | Fiscal Year 2024 Sustainability ReportIn fiscal year 2024, the following source emissions were categorized in accordance with GHG Protocol scope classifications.

Scope 1

Scope 3

Stationary combustion (e.g., natural gas use
at leased offices)••

Scope 2

Purchased electricity consumption at leased offices
Electricity consumption at co-location datacenters

Upstream

Downstream

•
•
•
•
•
•

•

Purchased goods and services
Fuel and energy-related activities
Business travel (e.g., rental cars, ridesharing, air travel, and rail travel)
Upstream leased assets (e.g., employee leased vehicles)
Employee commuting
Remote employee energy consumption••

Product in use (including on-premises software deployment,
Edge devices, and cloud-based products such as Genesys
Cloud and Genesys Engage)
Waste
Investments

In addition, Genesys discloses the external reduction of electricity emissions from renewable energy sources and/or carbon offsets toaddress residual emissions.

Calculation methodology
Genesys refers to the industry-standard World Resources Institute (WRI) Greenhouse Gas Protocol in calculating and reporting
emissions. We obtain third-party assurance of our emissions inventory annually. In fiscal year 2024 we have obtained reasonableassurance for Scope 1 and Scope 2 and limited assurance for Scope 3. Additionally, we are in the process of setting emissions
reductions targets in line with the criteria of the Science Based Targets Initiative.
We calculate our emissions based on activity and financial data. We prioritize activity data such as electricity used in our facilities asmeasured by our utility providers but use financial data when activity data is unavailable. We use publicly available emission factors
provided by recognized agencies such as the US Environmental Protection Agency (EPA) and International Energy Agency (IEA) in ouremissions calculations. To convert the different emission types into CO2e, the Global Warming Potential factors given in AR5 are applied.
For activity data, we calculate total emissions by applying relevant factors to specific measured data. For example, we multiply ourelectricity use at a given location as provided on utility bills by that country or region’s specific emission factor (from the IEA, forexample) to calculate the site’s emissions from electricity use. In a few cases when electricity invoices from leased facilities are notseparately available for Genesys offices, we allocate a portion of the electricity consumed by the total building based on floor space
we occupy. As another example, to estimate emissions related to employee commuting and virtual employee energy consumption,
we conduct an employee survey once every two years to gather data on how employees travel to work, distance covered, number of
74 | Fiscal Year 2024 Sustainability Reportoffice visit days, electricity usage by virtual employees, howmany people are sharing the space and hours worked. Thisdata informs a model to estimate emissions from employee
commuting and remote working. Activity data is used in thecalculation of our scope 1 and 2 emissions, fuel andenergy-related activities, product in use, business travel,and employee commuting.

As best practices for calculation methodologies continue to
evolve and the accuracy and granularity of data available tous improves, we plan to update previously reported data toreflect these developments in future reports. The following
table details the revisions made to previously reported
emission numbers as described in this year’s report:

Due to the complex nature of our business, we use spendbased methods to evaluate our emissions in cases where
activity data is not possible to source or of questionable
quality. For example, the Scope 3 categories of purchased
goods and services and the non-flight components ofbusiness travel are calculated based on spend-based
methods. We apply Environmentally Extended Input Output(EEIO) factors to purchased goods and services expenditures
to estimate emissions. We also use spend-based emission
factors to calculate emissions related to business travel bytrain, rideshares and rental cars. In some cases, we gather
emissions data directly from suppliers.

Emission
Category

FY22
Published

FY22
Revised

FY23
Published

FY23
RevisedOverall Emissions

143,561

238,378

131,680

244,534

Scope 1

212

212

66

66

Scope 2

7,421

7,420

7,096

7,096

Scope 3

135,928

230,746

124,519

237,372

Scope 3Category 1:
Purchased goods
and services

5,846

65,237

8,161

78,829

Scope 3Category 6:
Business travel

510

510

4,339

3,881

Scope 3Category 7:
Employeecommuting

5,942

2,599

4,500

4,550

Scope 3Category 8:
Upstream Leased
Assets)*

25

708

40

708

Scope 3Category 11: Useof sold products

123,605

160,324

107,479

148,278

Scope 3
Other categories*

-

1,368

-

1,126

In certain cases, we must make assumptions to complete
calculations in the absence of more accurate data. For
example, in instances when we know electricity was used in
the United States but not the specific state it was generated
in, we will use the average grid emissions factor for thecountry instead of a state-specific eGrid factor. As anotherexample, for Use of Sold Product we make assumptions
about the energy requirements of on-premises deployments
based on the typical compute, network and storage
equipment needs. This fiscal year we revised the calculation
to reference a more comprehensive source dataset andrefined sizing assumptions for customers who are not billed
by number of agents. Further, we rely on AWS data in thisemissions category and are subject to their underlying
assumptions. We continue to refine our methodologies andimprove our accuracy over time.
75 | Fiscal Year 2024 Sustainability Report*Blank represents newly added catgory in FY24