Stay Ahead with Expert-Led Insights
Navigating Complexity. Driving Progress. Creating Lasting Impact.
Welcome to the TeKnowledge Insights hub! Here, you’ll find a blend of strategic perspectives, real-world case studies, and expert analysis designed to empower organizations to navigate challenges and seize new opportunities.
Explore the insights that matter most. Stay informed, gain new perspectives, and discover how businesses worldwide are unlocking new opportunities with TeKnowledge.
Stay Ahead with Expert-Led Insights
Navigating Complexity. Driving Progress. Creating Lasting Impact.
Welcome to the TeKnowledge Insights hub! Here, you’ll find a blend of strategic perspectives, real-world case studies, and expert analysis designed to empower organizations to navigate challenges and seize new opportunities.
Explore the insights that matter most. Stay informed, gain new perspectives, and discover how businesses worldwide are unlocking new opportunities with TeKnowledge.
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The latest developments, strategic partnerships and milestones.
- Blog & Industry Trends
Artificial intelligence (AI) is no longer a futuristic concept—it’s already transforming how enterprises approach customer service. Yet, many organizations struggle to fully realize its potential in improving their support operations. Understanding what customer service automation means, how it evolves support teams, and what benefits it brings is key to making strategic decisions about AI adoption.
Customer Service Automation: What Is It Referring To?
Customer service automation involves using technology—especially AI—to streamline support tasks, engage with customers at scale, and gain actionable insights from interactions. From handling high volumes of simple requests to enabling proactive care, automation is reshaping how enterprises interact with their customers.
This transformation is not just about efficiency; it’s about enhancing customer experiences through responsive, always-available, and intelligent support systems.
Difference Between Basic and Intelligent Automation
Not all automation is created equal.
Basic automation includes scripted workflows and rule-based bots that answer FAQs or perform routine tasks. It’s useful, but limited in scope and effectiveness.
Intelligent automation, however, involves AI and machine learning capable of understanding context, learning over time, and adapting. Intelligent systems integrate with your customer data, support agents during live interactions, and provide predictive recommendations—offering a far more seamless and scalable solution.
The Evolution of Support Teams Through Automation
Beyond automating tasks, AI is playing a pivotal role in how support teams are structured, how they work, and how they deliver value.
From Reactive to Proactive Support
Traditional support models are reactive—resolving issues after customers report them. Intelligent automation enables a shift toward proactive service, where systems detect signals of potential problems and engage customers before they reach out.
Many organizations are already transforming customer experience with proactive AI-driven support, enabling faster resolutions, fewer tickets, and significantly improved customer satisfaction.
Redefining Roles and Responsibilities
A common misconception about automation is that it replaces human agents. In reality, it elevates them.
By offloading repetitive inquiries and processing tasks to AI, agents can focus on more complex and emotionally nuanced interactions. This shift enhances job satisfaction, reduces burnout, and allows agents to deliver greater value as knowledge experts and relationship builders.
Automation in Multichannel and Omnichannel Environments
Today’s customers interact with brands across multiple channels—email, chat, phone, social media. Successful automation strategies ensure consistent customer experiences across all of these environments.
However, when AI solutions are implemented in silos or added onto outdated infrastructure, the result is often a fragmented experience. Best-in-class implementation, guided by partners like TeKnowledge, ensures seamless orchestration across platforms—developing true omnichannel intelligence.
Key Benefits of Customer Service Automation for Teams
When executed thoughtfully, AI deliver measurable improvements to both customer experience automation and operational performance.
Faster Response and Resolution Times
AI-powered tools enhance response times by instantly routing tickets, providing self-service options, and assisting live agents in real time. Many enterprises have seen significant lifts in key metrics such as CSAT and NPS by implementing automation at scale.
Reduced Repetitive Tasks and Agent Burnout
Repetitive, low-value tasks are not only inefficient but also contribute to high agent turnover. By taking over these tasks, automation reduces workloads while increasing job satisfaction—ensuring support teams stay engaged and motivated.
Consistent Service Quality at Scale
It’s one thing to deliver great service—it’s another to sustain that quality across millions of interactions. Automation standardizes responses, enforces company policies, and scales effortlessly with demand, enabling consistent service delivery even during high-volume peaks.
Data-Driven Decision Making
AI thrives on clean, integrated data. When your automation solutions are powered by robust datasets, they unlock insights that help optimize workflows, personalize customer experiences, and inform strategic decisions company-wide.
TeKnowledge: Your Partner for Customer Service Automation
Implementing AI in enterprise support isn’t just a technology decision—it’s a strategic shift. Many businesses face barriers such as poor integration, fragmented data, internal resistance, and uncertainty over ROI.
That’s where TeKnowledge comes in.
As a trusted partner of Genesys and an expert in transforming enterprise customer service ecosystems, TeKnowledge helps organizations navigate complex AI deployment journeys. From discovery to implementation, their team provides hands-on guidance, tailored training, and experienced change management to ensure your systems run optimally—and your people embrace them.
By combining deep operational consulting with managed services, TeKnowledge ensures your customer service automation strategy delivers long-term success—not just short-term fixes.
Ready to scale your support operations with intelligent automation?
Reach out to TeKnowledge today to learn how your customer service can be transformed—proactively, intelligently, and sustainably.
- Blog & Industry Trends
In today’s hyper-connected economy, cybersecurity in financial services is becoming increasingly vital as the sector undergoes rapid digital transformation, unlocking new opportunities for growth but also exposing itself to more sophisticated and relentless cyber threats. The sensitive nature of financial data, compliance pressures, and the industry’s special appeal to cybercriminals make cybersecurity in financial services a critical cornerstone for banks, fintechs, insurers, and all financial institutions. Organizations in this sector must not only guard their data and assets but also secure customer trust as operations migrate to digital platforms and cloud-based solutions.
This article explores the main facets of cybersecurity in financial services, the unique risks facing the industry, and actionable measures to prevent, detect, and respond to attacks.
Why is Cybersecurity Critical in the Financial Sector?
The Growing Digitalization of Financial Services
The financial sector is experiencing explosive growth in digital banking, mobile payments, and cloud-based platforms, expanding customer access but also the “attack surface.” The global banking cybersecurity market was valued at $74.3 billion in 2022 and is forecast to reach $282 billion by 2032, underscoring the industry’s escalating investment to counter evolving cyber threats. Nearly one-fifth of major reported cyber incidents target the financial sector, resulting in $12 billion in direct firm losses globally. In Europe alone, from January 2023 to June 2024, 46% of reported cyber incidents struck credit institutions (banks).
This rapid shift—driven in part by the pandemic—has required integrating legacy and third-party technologies, each with potential vulnerabilities demanding new security strategies.
For further details, see The Challenges of Legacy Financial Systems.
Financial Institutions as High-Value Targets
Financial institutions are prime targets due to the volume of funds and sensitive data they manage. 64% of financial organizations reported at least one cyberattack in 2024. Meanwhile, 95% of attacks on the financial sector are financially motivated.
The average cost of a data breach in this sector is $5.85 million, substantially higher than most other sectors. In the United States alone, 566 breaches in 2022 led to over 254 million leaked records from finance and insurance organizations. Ransomware attacks increased from affecting 55% of firms in 2022 to 64% in 2023.
Cyberattacks are now considered a major risk to global financial stability. This drives not just operational cost, but also potential insolvency and market-wide disruption
Common Cyber Threats in the Financial Industry
Phishing, Malware, and Ransomware
Phishing remains the leading attack vector: It is the most common initial method for cybercriminals to gain access to financial systems, typically by stealing credentials or delivering malware through deceptive emails. Many major industry reports for 2025 confirm that phishing is a key threat, serving as the initial step in most attack chains.
Ransomware is now the most damaging and disruptive threat: Nearly two-thirds (65%) of financial institutions reported being hit by ransomware in the last year—an all-time high. Ransomware attacks are evolving, with attackers not just encrypting data but also stealing it (double extortion), causing operational disruption, regulatory fines, and reputational harm.
Stay updated on evolving threats with Top Cybersecurity Trends in Financial Services for 2024.
Insider Threats and Third-Party Vulnerabilities
Threats are not always external/insider behavior, whether malicious or accidental, presents significant risk to sensitive data. Ambiguous privilege controls or lack of employee training can lead to unintentional breaches. Additionally, risks introduced by third-party vendors, fintech integrations, and cloud service providers mean that the security posture of partners directly impacts the institution’s safety.
Key Measures to Strengthen Cybersecurity in Financial Services
Zero Trust Architecture and Multi-Factor Authentication
A Zero Trust model, assuming no user or system is implicitly trusted, is making headway. Institutions are broadly adopting network segmentation, least-privilege controls, and multi-factor authentication to block unauthorized access, whether from outside or within.
Data Encryption and Secure Adoption
Robust encryption protocols for data at rest and in transit safeguard information from interception and compromise. When adopting new technologies, financial organizations should perform rigorous risk assessments and ongoing vulnerability management to ensure secure integration.
Real-Time Threat Monitoring and AI-Based Detection
Given the volume and speed of attacks, AI-powered monitoring and machine learning for anomaly detection are now standard in top-performing Security Operations Centers (SOCs). These intelligent systems enable rapid identification and response to threats.
For insight into collective defense initiatives, see The Emergence of Sectoral SOCs.
Regulatory Compliance and Governance
The sector is heavily regulated: GDPR, PSD2, DORA, and other requirements demand structured governance, regular audits, and provable incident response capabilities. In a 2024 survey, 98% of consumers reported concern about cybercrime affecting financial organizations, and 57% of banking executives cited cybersecurity as their top priority.
Employee Training and Awareness Programs
Ongoing employee education and tailored awareness campaigns equip staff to identify phishing attempts and other social engineering tricks, acting as the first line of defense against cyber threats.
How TeKnowledge Helps Financial Institutions Stay Secure
TeKnowledge provides holistic cybersecurity solutions tailored to the needs of financial institutions. Our services include:
- Protection: Designing and implementing Zero Trust architecture, advanced encryption, and robust security frameworks.
- Detection: Leveraging AI-driven, real-time monitoring to identify and neutralize threats.
- Response: Rapid incident response, remediation planning, and forensic analysis to ensure resilience and regulatory compliance.
- Sectoral Collaboration: Promoting shared defense strategies, such as sectoral Security Operations Centers (SOCs), for coordinated response across institutions.
Explore our approach at TeKnowledge Cybersecurity Solutions
By partnering with TeKnowledge, financial organizations can confidently pursue digital transformation, ensuring their operations and customer data remain secure in today’s challenging threat environment.
Citations:
ENISA, “ENISA Threat Landscape 2023–2024: Financial Sector”
International Monetary Fund, “Cyber Risk Surveillance: A Case Study of the Financial Sector”
Sophos, “The State of Ransomware in Financial Services 2024”
IBM Security, “Cost of a Data Breach Report 2024”
Identity Theft Resource Center, “2022 Data Breach Report
- News & Company Updates
2025 marks a new chapter for TeKnowledge—one grounded in purpose, shaped by progress, and driven by our clients’ evolving needs. This moment isn’t just about a new logo or visual identity—it reflects a deeper transformation in how we serve, scale, and show up for the world around us.
It’s been a time of momentum and clarity. We’ve expanded globally, deepened our expertise, and formed powerful new partnerships—including a global collaboration with Genesys. These steps are deliberate, focused on helping clients meet complexity with confidence and unlock new possibilities through technology.
That transformation is now visible in our new visual identity, representing limitless possibilities, while our updated colour system reflects the way we approach every challenge—with clarity, creativity, and deep technical focus. But this evolution goes far beyond how we look—it’s about how we deliver.
With the launch of our AI-First Expert Technology Services model, we’re introducing a more unified, integrated way of helping organizations transform faster and scale smarter. This model brings together Advisory & Professional Services, Skilling & Adoption, and Managed Services into one seamless, outcome-driven framework—strategically rooted in AI and designed to deliver a continuum of innovation.
Whether it’s accelerating AI adoption, improving customer experience, or strengthening cybersecurity, our clients now have one connected partner across the entire technology lifecycle. This approach eliminates silos, reduces friction, and delivers measurable outcomes—because transformation shouldn’t be fragmented. It should be focused, inclusive, and built to evolve.
That same philosophy guides how we grow. At TeKnowledge, we’ve always believed technology should be a bridge—not a barrier. And that belief drives our expansion into new markets, our investment in people, and our commitment to building more inclusive local ecosystems.
Laura López, General Manager of the Costa Rican Trade Promotion Agency (PROCOMER), captured it well when she said:
“Strengthening Costa Rica’s tech ecosystem is essential for the country’s economic growth. TeKnowledge’s expansion in Cartago supports this goal by creating jobs and advancing digital skills development to meet current and future market demands. Additionally, with the opening of its new offices, the company is offering quality job opportunities to more people, including graduates from technical high schools.”
We’re proud to be recognized for purposeful, inclusive growth. Our commitment to continuous learning and long-term growth reflects a culture where people feel valued, supported, and inspired to stay and thrive.
This new chapter is about what we can build, together. On behalf of our global team, thank you for being part of our story. We’re excited for what’s ahead. Explore our new digital home at teknowledge.com and discover what’s next.
- News & Company Updates
When we started building TeKnowledge, we didn’t set out to be loud. More importantly, we set out to be useful. We’ve spent the last decade listening to clients, delivering consistently, and evolving deliberately. What’s happening now is a natural next step—just made visible.
Our new brand marks more than a shift in how we show up. It reflects who we’ve become and what we’re building next. We’ve grown from a trusted service provider into a strategic partner—guiding clients through some of their most complex, high-stakes transformation journeys. That evolution deserves to be seen, not just in design, but in how we deliver.
At the heart of this shift is the launch of AI-First Expert Technology Services, a connected model that brings together advisory, delivery, skilling, and managed services: a model built for AI-first by design, outcome-first by intent.
We’re helping clients not just adopt AI—but scale it practically, securely, and across functions. That’s a critical distinction. Whether we’re enabling Microsoft Copilot adoption in the enterprise or working with governments to deliver national skilling programs, our approach starts with people, not platforms. Because transformation doesn’t begin with technology. It begins with trust.
That same trust is what fuels our ecosystem. Partnerships are core to how we simplify complexity and create real momentum. We are proud to be one of Microsoft’s global and longstanding partners. As a Microsoft Solutions Partner, our expert services in AI, Customer Experience, and Cybersecurity are rooted in Microsoft’s AI-powered Productivity, Business Applications, and Intelligent Cloud platforms.
In fact, more than 70% of our team are certified experts in Microsoft technologies—and that number is only growing. We’re actively investing in deepening that expertise across regions to meet rising demand and keep clients ahead of what’s next.
That investment goes hand-in-hand with our regional growth. This year, we’ve expanded our services in El Salvador and Honduras, and we’re growing our presence in the Middle East, unlocking high-impact partnerships across Dubai and Abu Dhabi. In Africa, we’ve been recognized as Africa’s Most Innovative Tech Support Services Company of 2024, and we’re building momentum for broader offerings across the continent.
Moreover, we’re building a dynamic ecosystem of partners—designed for relevance to Microsoft’s government and enterprise customers, and built to flex with what our clients need most.
That’s why we invest heavily in our people and their continuous growth. The result is a team that doesn’t just understand technology—they know how to apply it, scale it, and keep learning as the landscape evolves.
This moment is about bringing clarity to what we’ve been building—and making it easier for clients to access it, align with it, and move forward. We’re here to accelerate. To be the trusted partner that shows up when it matters most.
We move into this next chapter with purpose, confidence, and a clear mandate: To be a catalyst for change; not just for our clients, but for the industries, ecosystems, and communities we serve.
- Thought Leadership
In today’s rapidly evolving digital environment, exceptional customer experience (CX) is no longer a differentiator – it’s a necessity. Customers expect interactions to be immediate, personalized, and seamless. Achieving this goes beyond intuitive interfaces; it demands a profound transformation of core operations, effective use of data, and ensuring every touchpoint exemplifies the brand’s dedication to excellence.
Over the past 25 years, I’ve led global tech support teams, and one truth has consistently stood out: Support interactions significantly impact customer relationships and loyalty. While support may not always be the initial customer touchpoint, it frequently becomes the most critical moment of engagement. These “moments that matter”, are where trust is built, confidence is restored, and long-term relationships are forged.
At TeKnowledge, we provide expert technology services – delivering comprehensive support from strategy and planning through deployment and ongoing management – in the domains of Artificial Intelligence, Customer Experience, and Cybersecurity. Our Tech Managed Services delivers global, enterprise-grade technical support and customer success operations to the world’s leading technology companies.
With the recent announcement of our strategic partnership with Genesys, we’re combining our deep operational expertise with their advanced AI-powered customer experience platform, enabling businesses to rapidly adopt secure, scalable, and sophisticated CX solutions.
Shifting to Proactive Customer Support
Customer experience spans diverse interactions – from marketing campaigns and digital channels to direct sales – but support teams consistently maintain the closest connection with customers. In times of difficulty or uncertainty, support interactions become pivotal moments that can either strengthen loyalty or trigger customer churn.
Organizations now recognize that traditional reactive support – addressing issues only after they arise – is insufficient. To deliver truly exceptional experiences, businesses must anticipate customer needs. AI and automation make proactive engagement possible by predictive issue detection, customer health monitoring, and automated remediation, allowing companies to address concerns before customers become aware of them.
Research highlighted by the CX institute confirms proactive support significantly enhances customer relationships:
· Gartner reports a 20% increase in customer satisfaction
· Forrester highlights a 15% rise in customer retention
· Harvard Business Review finds proactive service boosts brand loyalty by up to 30%.
Proactive support is seamless, timely, and deeply personalized, setting new standards for customer care.
Empowering Employees to Drive Better Experiences
The effectiveness of customer support depends heavily on the people delivering it. Support experts and engineers represent the technology brand’s voice, but their performance hinges on their training, tools, information access, and operational environment.
Exceptional CX strategies encompass internal as well as external experiences. Providing experts with a comprehensive, 360-degree customer view allows them to resolve issues swiftly and meaningfully. AI-driven platforms streamline workflows, automate routine tasks, and deliver real-time insights, significantly enhancing productivity.
Organizations leveraging AI-enabled CX tools have achieved remarkable outcomes, including:
· Workforce efficiency improvements of 20–35%.
· Increased employee engagement of 15–30% through better visibility and incentives.
· Reduced employee attrition by 10–25% due to balanced workloads and improved job satisfaction.
Empowered, engaged employees naturally elevate customer service quality. Our culture of continuous learning, caring and stronger together is a great example of how we grow our own scores.
Leveraging CX for Tangible Business Outcomes
While customer experience is often measured through satisfaction scores, its ultimate impact is evident in tangible business outcomes. A robust, data-driven support strategy reduces operational costs by 20–40%, improves service efficiency, and uncovers new revenue opportunities.
Support teams interact with customers frequently, gaining valuable insights that can fuel business growth. By leveraging these insights effectively, organizations experience:
· Revenue growth of 10–25% through improved retention and successful upselling
· Increased lead conversion rates of 15–30%, driven by smarter, more personalized customer interactions.
To fully realize these benefits, businesses must equip support teams with real-time insights and intelligent platforms, such as Genesys Cloud CX™, enabling them to actively contribute to customer satisfaction, retention, and revenue growth.
TeKnowledge and Genesys: A Strategic Partnership Redefining CX
Now is the time to embrace AI and automation at scale to meet the evolving expectations of both customers and employees. TeKnowledge and Genesys are at the forefront of this transformation, redefining the customer experience by integrating powerful technology with structured adoption strategies. This strategic collaboration empowers enterprises to operationalize AI-driven automation and workforce training swiftly and effectively, maximizing value from their CX investments.
Our global delivery capabilities enable enterprises to rapidly scale the Genesys platform, creating environments where:
· Technology complements and enhances human interactions.
· Support proactively contributes to customer loyalty.
· Employees are well-equipped and empowered to excel.
· Customers consistently feel understood, valued, and supported.
This partnership represents more than just technological innovation – it embodies a strategic shift toward viewing customer experience as a continuous, integrated journey, essential to long-term business success.
- Events & Webinars
TeKnowledge, a global technology services company with over 13 years in Costa Rica, has announced the opening of its new offices in Tejar del Guarco, Cartago, reinforcing its commitment to local employment and technological development. This expansion brings 100 new job opportunities for those looking to start a career in technology.
Teknowledge’s new site is a 3,000-square-meter free trade zone facility, and will house teams providing 24/7 technical support, cybersecurity solutions, automation services, and digital training programs.
Manuel Tovar, Minister of Foreign Trade commented: “Since its establishment in Costa Rica over 13 years ago, we have witnessed TeKnowledge’s steady growth, a reflection of its strong commitment and trust in our country. We are pleased that they continue to choose Costa Rica for their expansion and the development of new service lines. This growth, bringing 100 new job opportunities for Costa Rican talent, is a clear sign of the tech sector’s dynamism and strategic role in our economy.”
Laura López, General Manager of the Costa Rican Trade Promotion Agency (PROCOMER) added: “Strengthening Costa Rica’s tech ecosystem is essential for the country’s economic growth. TeKnowledge’s expansion in Cartago supports this goal by creating jobs and advancing digital skills development to meet current and future market demands. Additionally, with the opening of its new offices, the company is offering quality job opportunities to more people, including graduates from technical highschools.”
New Job Openings for Tech Enthusiasts
These new hires support a growing business line and are aimed at individuals interested in the tech industry. TeKnowledge is looking for candidates with skills in technical support and customer service. The requirements include:
- Basic knowledge of IT, networks, or technical support.
- Strong problem-solving and customer service skills.
- Intermediate to advanced English proficiency (B1/B2 or higher) for roles interacting with international clients.
- Availability to work rotating shifts in a dynamic environment.
- No prior experience required (though it’s a plus).
How to Apply:
Interested candidates can apply online through the following link. Additionally, the recruitment team is hosting an in-person Open House on April 2 from 9:00 a.m. at the new offices, located next to the Dekra facility in Cartago.
During the event, recruiters will conduct interviews and skill assessments, including language proficiency tests when applicable. Selected candidates will be contacted within 48 hours, ensuring a fast-hiring process.
- News & Company Updates
Omantel has announced a partnership with TeKnowledge, a global leader in AI, Customer Experience, and Cybersecurity solutions, to launch an advanced AI and Data Science skilling program for its employees. This initiative aims to equip Omantel’s workforce with advanced digital skills, supporting digital transformation, economic diversification, and future technology capabilities development.
By investing in AI, data analytics, and digital skills training, Omantel continues to strengthen its position as the Sultanate’s leading technology and innovation company. The collaboration with TeKnowledge will accelerate AI and data science training across Omantel’s technology, operations, and commercial divisions, enabling employees to tackle real-world challenges and explore new opportunities. The program combines onsite training at Omantel’s headquarters with virtual learning, ensuring an interactive and hands-on experience for all participants.
Mohammed Ahmed Al-Riyami, General Manager of Talent Management at Omantel, emphasized the importance of this initiative: “AI and data science are at the core of Omantel’s strategy to lead in AI-driven solutions, foster innovation, and enable sustainable digital transformation. By equipping our teams with future-ready AI capabilities, we are not only enhancing customer experiences but also positioning Oman as a leading digital economy. This initiative reaffirms our commitment to building an AI-driven ecosystem that accelerates technological advancement and unlocks new opportunities for growth.”
Ayman Majzoub, VP of Sales META at TeKnowledge, commented saying: “This collaboration with Omantel demonstrates how digital skilling should be done—learning, innovating, and applying AI solutions to real-world business challenges. We appreciate Omantel’s trust in TeKnowledge and share their commitment to driving sustainable innovation and economic growth.”
As Oman accelerates its transition into a digital economy, Omantel is proactively upskilling its workforce, positioning itself as a regional leader in AI-powered services, while driving sustainable growth and innovation. As a global partner of Microsoft, TeKnowledge is dedicated to advancing AI and digital skills training in Oman alongside its comprehensive technology services. Through its global partnership with Microsoft, TeKnowledge delivers large-scale skilling programs, including national Copilot skilling initiatives, enabling businesses and government entities to leverage AI-driven digital transformation in the workplace.
- Thought Leadership
Customer experience is evolving faster than ever. AI, automation, and cloud technology are no longer optional—they’re the foundation of how businesses connect with customers, strengthen relationships, and drive growth. But true transformation happens when expertise, strategy, and execution come together to create seamless, AI-powered engagement that works for businesses and the people they serve.
That’s why TeKnowledge and Genesys are joining forces. We share a vision: delivering AI-first customer experiences that are intelligent, seamless, and scalable. Together, we help enterprises move beyond simply adopting AI-powered CX—to fully integrating, optimizing, and leading in a digital-first world
Building the Future of CX – Together
With the Genesys Cloud™ platform, organizations can orchestrate AI-driven experiences that blend automation with real-time engagement, enhancing every step of the customer journey. TeKnowledge ensures these capabilities are implemented seamlessly, integrated securely, and optimized for long-term success—giving businesses the confidence to scale their transformation without disruption.
By combining our strengths, we take a 360° approach to customer experience transformation, helping organizations embrace AI-powered CX for efficiency, engagement, and sustainable growth.
Three Pillars of Our Collaboration:
1. Smarter, Safer, and Scalable CX
Customer expectations continue to rise, and businesses need solutions that keep them ahead. Genesys leads the way in AI-powered experience orchestration, enabling organizations all over the world to anticipate customer needs, personalize interactions, and deliver seamless engagement across channels.
TeKnowledge ensures AI adoption is secure, compliant, and scalable, aligning every transformation with enterprise security, risk management, and industry regulations. With a global team of over 6,000 experts across 19+ hubs, we help organizations scale AI-driven CX while maintaining consistency, reliability, and trust.
Together, we help organizations turn AI-powered CX into a strategic advantage—strengthening customer relationships, boosting efficiency, and delivering measurable impact.
2. Seamless AI Integration: From Strategy to Execution
AI-powered CX requires more than just technology—it demands structured execution, continuous optimization, and a smooth transition. Genesys Cloud provides a unified platform that enhances both customer and employee experiences, streamlining interactions with agility and intelligence.
TeKnowledge supports businesses at every stage of their transformation, offering advisory, professional, and managed services to ensure smooth AI adoption. Our expertise in CX strategy, AI automation, security, and process optimization helps enterprises integrate AI-driven engagement in ways that enhance efficiency, responsiveness, and flexibility.
Together, we ensure organizations have a future-ready approach to CX transformation, keeping them ahead in a fast-changing digital world.
3. Empowering Teams for the AI-Driven Future of CX
Technology is only as powerful as the people who use it. AI-driven CX transformation succeeds when businesses empower their teams with the right skills, tools, and insights.
Genesys equips organizations with real-time AI capabilities that help them listen, predict, act, learn, and optimize customer experiences. TeKnowledge complements this with structured talent skilling programs, ensuring teams are trained to maximize Genesys Cloud capabilities and deliver AI-driven experiences across the end-to-end customer journey.
Together, we help businesses build a workforce that can fully leverage AI, driving long-term CX success.
A Future Built on Shared Commitment
For years, TeKnowledge has been a trusted partner to enterprises and governments, ensuring technology adoption is seamless, secure, and impactful. Our relationship with Genesys extends that commitment—helping our customers not only implement AI-powered CX solutions but also use them effectively to drive long-term growth.
Genesys, a leader in AI-powered experience orchestration, brings cloud capabilities that enable businesses to create personalized, efficient, and scalable customer interactions. By combining Genesys Cloud ™ with TeKnowledge’s deep technical expertise and security-first approach, we provide organizations with the support they need to maximize AI-driven customer engagement.
This announcement represents a new chapter for TeKnowledge—expanding our role from a technology services leader to a full-scale, 360° solutions provider. It strengthens our ability to help customers modernize, secure, and scale their customer experience strategies in ways that truly matter.
But this is just the beginning.
What’s Next: Growing Together Through Innovation
Our relationship with Genesys is part of a broader strategy—one that reflects our commitment to collaboration, innovation, and human-centered solutions that deliver real business value.
Our mission is clear:
- Empower businesses with expert-driven technology services that enable seamless adoption, real impact, and long-term progress.
- Simplify complex technology by turning it into a practical, powerful enabler of business success.
- Drive continuous innovation and collaboration, helping businesses stay ahead, adapt, and lead with confidence.
We make tech works for businesses and the people they serve. Our approach helps ensure organizations have the expertise, security, and execution they need to move forward with clarity and confidence.
To our customers – this collaboration is for you. It reflects our shared commitment to delivering technology that works, expertise that guides, and strategies that create lasting impact. Because at the heart of everything we do, our commitment is to the businesses that rely on technology, the people who use it, and the future we’re building together.
- News & Company Updates
New go-to-market relationship to help organizations realize enhanced business value through advanced AI capabilities, seamless adoption and continuous optimization
SAN FRANCISCO and COLORADO SPRINGS, COLO., March 11, 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, and TeKnowledge, a global company providing expert technology services for AI, Customer Experience and Cybersecurity, today announced a strategic go-to-market relationship. The companies are working together to help organizations drive long-term business success through seamless adoption of secure, scalable and flexible AI-first customer experience (CX) solutions.
Through the collaboration, organizations can accelerate their cloud transformation using the advanced customer and employee experience capabilities of the Genesys Cloud™ platform with embedded AI, continuous innovation and global scale, combined with the expertise of TeKnowledge in advisory and professional services, digital skilling, adoption, and managed services.
“We’re working with Genesys because of its strong focus on innovation, customer-centricity and a clear vision for the future of AI — making them the ideal partner for enterprises looking to modernize CX with confidence through advanced experience orchestration. Genesys has built a partner model that drives greater value for everyone involved, providing the tools, support, and flexibility needed to create real impact—whether it’s accelerating AI adoption, strengthening security, or equipping teams with the right skills for the future,” said Aileen Allkins, President and CEO of TeKnowledge.
“TeKnowledge stands out for its customer-focus and deep experience helping companies reliably navigate the complexities of moving from legacy on-premises systems to a future of innovation in the cloud,” said Larry Shurtz, chief sales officer of Genesys. “Its expertise in AI, cybersecurity, and professional, skilling and managed services helps us enhance the value we provide to Genesys Cloud customers, making adoption smoother and ongoing improvements easier.”
Trusted by businesses of all sizes in over 100 countries, Genesys delivers industry-leading AI and digital solutions through Genesys Cloud that enable organizations to scale personalized, end-to-end customer experiences. With AI everywhere powering omnichannel engagement, intelligent routing, built-in workforce engagement and end-to-end journey management, Genesys Cloud provides organizations a single, secure and scalable platform built to help global enterprises improve customer experiences, employee efficiency and business ROI.
Organizations can leverage TeKnowledge’s 19+ global hubs and 6,000+ experts, ensuring a standardized, scalable approach to AI-powered CX transformation. TeKnowledge’s professional and managed services bridge the gap between vision and execution, aligning CX innovation with enterprise change management, security, and adoption to deliver measurable business impact and long-term success.
Together, TeKnowledge and Genesys are working to redefine CX by combining powerful technology with structured adoption strategies, helping enterprises move beyond deployment to fully operationalize AI, automation and workforce skilling to accelerate value.
“Reaching the full transformational potential of an AI-driven customer experience portfolio is a journey for enterprises that requires leveraging the deep expertise of valued partners,” said Bernie Arnason, industry director, ICT of Frost & Sullivan. “By combining the industry-leading cloud and AI capabilities of Genesys with TeKnowledge’s vast experience in advisory, professional and managed services, organizations can accelerate this transformation with confidence. This collaboration ensures businesses have the strategic guidance, security and scalability needed to drive long-term success in an evolving digital landscape.”
Learn more about how TeKnowledge and Genesys are transforming AI-driven customer experiences on the TeKnowledge blog.
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About Genesys
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
About TeKnowledge
Founded in 2010, TeKnowledge provides expert technology services for AI, Customer Experience and Cyber Security that empower businesses and governments through technology. With a deep expertise, strong customer and people centric focus, and strategic partnerships, TeKnowledge has grown organically into a trusted partner for enterprises and governments worldwide across 19+ global hubs, supported by a team of 6000+ experts. Through its comprehensive services approach—spanning Advisory & Professional Services, Skilling & Adoption and Managed Services—TeKnowledge ensures seamless technology adoption and continuous progress for its customers. Visit www.teknowledge.com.
Media Contacts:
Genesys
Marielle Sedin
TeKnowledge:
Iman Ghorayeb
iman.ghorayeb@teknowledge.com
