Genesys EMEA

Every year, Genesys� orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service?, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Foundry, TechTarget, Intentisify, Think ABM

Twogether - Managing Channel Alliances (AWS)

From June 2025 the AE & Sales team are moving to an ABE (account based engagement approach) where sales pods are required to build account plans.
Genesys have made further rounds of redundancies, most recently were the MOPs team
There has been a big shift in recent partnerships: Salesforce, ServiceNow - Genesys are using the larger logos as brand confidence builders
Another revision of the Marketing team now has Marina managing PAN EMEA budget. Regional marketers have their own spend but as we are in regular conversations with them, they will use their spend with INFUSE.
Genesys have told us that they are shifting their efforts to use 6sense as a baseline. Any appointment/meeting created by SDRs that is not an account on 6sense then they will not be paid commission/associated revenue on their number.
We're very close to going ahead with INFUSE One, but the marketers we are working with are still in FOMU mode where they do not want to completely change their current setup of minimum number of delivered leads. The breakdown of budget is also segmented.
Budgets are now in 4 x buckets: Fast Start, AI, Strategic Alliances (AWS, Azure etc), Competitors (Avaya, 8x8)
Would be open to a global MSA if we could offer more cost effective rates.
Partnership Insights and Feedback:
Focus has been on 6Sense alignment and upskilling the team on how to build segments + include it as part of the wider strategy.
Removed HGI from their tech stack
Channel Insights
Genesys have their own ‘bespoke’ global PRM built on ZiftONE platform called PMC (Partner Marketing Centre) to manage their channel. This system manages the majority of their partners except Deal Registration which is via Salesforce.
All partner marketing activity goes  through this PRM, 3rd party suppliers have the opportunity to be in their small ‘marketplace’ within this platform where partners can access marketing solutions. Currently 3rd party suppliers cannot upload leads back into the PMC so would supply direct to partners.
There is a separate EMEA Channel Marketing team: Emily Bloomfield, Paula Crabtree Darren is speaking to and have worked with previously - Orange Business, TATA.
As from 7th July 2025, INFUSE has been set up on the PMC  (https://pmc.genesys.com/#/page/login_page )as a supplier. Therefore we can access Genesys content on the platform. Also we will be listed on the ‘marketplace’ so partners can see what we do (although no-one ever self serves or really uses it)

Foundry - quarterly campaigns run via Foundry, purely content syndication
Intentisfy - have trialled them in certain regions and are considered one of the better content syndication vendors they have tested
ThinkABM - we know Marina is working with them but unsure on the type of campaigns - likely to be transactional content syndication
Techtarget - used more by Emily Bloomfield when running regional campaigns + channel activity. Emily’s quote when Darren challenging the spend with Tech Target - “We can’t give you all of our money”


From June 2025 the AE & Sales team are moving to an ABE (account based engagement approach) where sales pods are required to build account plans.

Genesys have made further rounds of redundancies, most recently were the MOPs team

There has been a big shift in recent partnerships: Salesforce, ServiceNow - Genesys are using the larger logos as brand confidence builders

Another revision of the Marketing team now has Marina managing PAN EMEA budget. Regional marketers have their own spend but as we are in regular conversations with them, they will use their spend with INFUSE.

Genesys have told us that they are shifting their efforts to use 6sense as a baseline. Any appointment/meeting created by SDRs that is not an account on 6sense then they will not be paid commission/associated revenue on their number.

We're very close to going ahead with INFUSE One, but the marketers we are working with are still in FOMU mode where they do not want to completely change their current setup of minimum number of delivered leads. The breakdown of budget is also segmented.

Budgets are now in 4 x buckets: Fast Start, AI, Strategic Alliances (AWS, Azure etc), Competitors (Avaya, 8x8)

Would be open to a global MSA if we could offer more cost effective rates.

Partnership Insights and Feedback:
Focus has been on 6Sense alignment and upskilling the team on how to build segments + include it as part of the wider strategy.

Removed HGI from their tech stack

Channel Insights
Genesys have their own ‘bespoke’ global PRM built on ZiftONE platform called PMC (Partner Marketing Centre) to manage their channel. This system manages the majority of their partners except Deal Registration which is via Salesforce.

All partner marketing activity goes  through this PRM, 3rd party suppliers have the opportunity to be in their small ‘marketplace’ within this platform where partners can access marketing solutions. Currently 3rd party suppliers cannot upload leads back into the PMC so would supply direct to partners.

There is a separate EMEA Channel Marketing team: Emily Bloomfield, Paula Crabtree Darren is speaking to and have worked with previously - Orange Business, TATA.

As from 7th July 2025, INFUSE has been set up on the PMC  (https://pmc.genesys.com/#/page/login_page )as a supplier. Therefore we can access Genesys content on the platform. Also we will be listed on the ‘marketplace’ so partners can see what we do (although no-one ever self serves or really uses it)