Genesys says that in his new role, Funnell, who was appointed VP Australia-New Zealand in 2016, is charged with managing and executing on an accelerated growth strategy in the Asia-Pacific region for Genesys Cloud, the company’s all-in-one contact centre solution - and overseeing more than 1,600 Genesys employees based in the region.

Funnell has more than 20 years’ experience in IT and telecommunications and has worked at start-ups and emerging technology companies, including serving as managing director of Mitel Networks and March Networks. Prior to joining Genesys, he held the position of director of the collaboration and contact centre practice at Telstra.

Genesys sales director, Mark Buckley, has been promoted to replace Funnell asVice President of Australia and New Zealand (ANZ) and will also serve as country manager. Before serving in various sales roles at Genesys for the past seven years, Buckley was vice president of enterprise at Alcatel-Lucent.

Commenting on Funnell’s appointment, Genesys chief executive officer Tony Bates said, “Organisations all over the world are eager for cloud-based contact centre solutions that deliver highly personalised customer experiences supported through artificial intelligence (AI)”.

“With Gwilym’s solid track record and market expertise, we are confident that Genesys is well-positioned to help even more businesses in Asia-Pacific capitalise on our technologies so they can build trust and loyalty with their customers.”

“I’m thrilled to step into a broader regional position to help accelerate the growth of our company’s cloud and AI solutions across the Asia-Pacific market. We are investing in new innovations, building a world-class team and working more closely than ever with our strong ecosystem of partners to enable businesses in APAC to deliver the world’s best customer experiences,” Funnell said.