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Strong Adoption of AI-Powered Experience Orchestration Capabilities Fuels Genesys Cloud Momentum in First Quarter of Fiscal Year 2026

via Business Wire

Genesys signs its second-largest Genesys Cloud deal in history with Fortune 100 technology company

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $2.1B annual recurring revenue (ARR)i during the first quarter of the company’s fiscal year 2026 (Feb. 1– April 30, 2025), representing year-over-year growth over 35%, an acceleration from the previous fiscal quarter. The momentum reflects increased adoption of Genesys Cloud AI as organizations enhance efficiencies while creating more personalized, connected experiences. With the continued momentum, Genesys believes it’s strongly positioned to lead the advancement of agentic AI in customer experience (CX) orchestration.

Genesys Cloud enterprise momentum continued as the company signed its second-largest deal ever on the platform, an eight-figure annual contract value (ACV) new customer win with a Fortune 100 technology company. Meanwhile, existing customers continued to expand their usage of Genesys Cloud capabilities, resulting in the platform’s average quarterly net revenue retention (NRR)ii exceeding 120% for the last four fiscal quarters.

“Enterprises are operating in the experience economy where empathy, delivered at scale through AI, redefines what it means to truly connect with customers,” said Tony Bates, chairman and CEO of Genesys. “With the rise of agentic AI, organizations will have more opportunity to deliver proactive, personalized experiences that make customers feel seen and valued, not just a number in a queue. Genesys is at the forefront of the AI transformation that makes this possible, enabling organizations to create experiences that are not only smarter, but deeply human.”

With advanced predictive, conversational and generative AI capabilities, Genesys empowers businesses with real-time intelligence, automation, personalization and optimization tools that can enhance every interaction. Genesys Cloud AI momentum during the quarter included:

  • The number of agents supported by Genesys Cloud Agent Copilot grew more than 3X year-over-year, helping organizations drive efficiency, accuracy and elevated CX.
  • Genesys Cloud Copilot generated over 10X more summaries year-over-year, helping agents streamline routine tasks and save time so they can stay focused on customers.
  • The number of knowledge articles surfaced on Genesys Cloud increased more than 4X year-over-year, enabling more effective resolution of customer issues through smarter automation and better-supported agents.
  • The number of bot conversations grew 2X year-over-year, as organizations position themselves to deliver more effective self-service experiences.
  • The number of Genesys Cloud Web Messaging conversations increased by over 80%, underscoring consumers’ growing preference to connect with businesses on digital channels.
  • Building upon the Genesys Copilot suite and Virtual Agent, new AI capabilities for supervisors enable managers to automate tasks, optimize performance and surface real-time intelligence to help organizations scale and ensure quality for improved outcomes.
  • Genesys Cloud Social expands on the Genesys Cloud platform’s existing capabilities with public social media listening, enabling organizations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalized, connected experiences.

The Engine Behind Exceptional Customer Outcomes

Organizations around the world continue to choose Genesys Cloud to help them level up their experience orchestration capabilities and deliver smarter, more empathetic customer experiences, including Xerox, Bank Australia, Banco de Crédito del Perú (BCP), Corendon, Getnet, InspirTEC, News Corp Australia, Security Bank and Tokio Marine.

Highlighted customer success includes:

  • AAA - The Auto Club Group (ACG) is accelerating its digital transformation by modernizing voice self-service applications and deploying advanced digital capabilities for Roadside Assistance. As part of its evolution to the Genesys Cloud platform, ACG has strengthened remote workforce support and eliminated the IT overhead tied to legacy on-premises infrastructure — freeing up resources to focus on strategic priorities. Looking ahead, ACG plans to expand its use of Genesys Cloud AI-powered capabilities, including Agent Copilot real-time agent assistance and advanced voicebots to enhance self-service options. These innovations will enable faster, smarter and more exceptional member experiences ��� while setting the foundation for long-term scalability and service excellence.
  • Auto & General Insurance, a digital-first insurer serving Singapore, is redefining customer and employee experiences with Genesys Cloud. By unifying inbound and outbound voice, SMS and email on a single platform, Auto & General Insurance has seen major improvements in operational efficiency—reducing manual processes and optimizing support for its remote workforce. Additionally, Genesys Cloud AI-powered capabilities enhance team performance by providing real-time insights for coaching and development. With clear benefits from its omnichannel strategy, Auto & General Insurance plans to further expand its digital footprint with solutions like virtual assistant and web messaging to deliver even more personalized, connected experiences.
  • Caixa, a Brazilian federal bank serving 155 million people, is embracing digital transformation with Genesys Cloud. By unifying customer interactions and optimizing journeys through Genesys Cloud AI orchestration, Caixa aims to improve efficiency, reduce friction and enhance personalization. This commitment by Caixa to AI-powered automation enables a scalable, future-ready approach that can elevate customer satisfaction and strengthen its competitive position.
  • Conduent, a global technology-driven business solutions and services company, is using the Genesys Cloud platform to enhance its customer experience solutions. With numerous deployments of the Genesys Cloud CX® offering completed, the integration is enabling Conduent to deliver tailored digital-first roadmaps, using analytics to optimize agent performance and surface insights that drive measurable outcomes, such as reducing handle times, boosting first-contact resolution and elevating customer satisfaction.
  • Liberty Latin America, a leading telecommunications company operating in over 20 countries across Latin America and the Caribbean, transformed its customer and employee experience by implementing Genesys Cloud to unify fragmented systems and accelerate AI adoption. By implementing digital-first tools like predictive routing and Genesys Cloud Agent Copilot, Liberty Latin America empowered over 2,000 agents and expanded its service across multiple markets, including the Bahamas and Curaçao. This shift led to measurable results, including a 34% increase in self-service usage and 18% annual savings in total CX costs.
  • Modivcare, a leading tech-enabled provider of supportive care services focused on the social determinants of health — which includes non-emergency medical transportation, personal care and remote patient monitoring — is transforming its member experience with the Genesys Cloud platform. Using Genesys Cloud Web Messaging, Modivcare has seen an increase in members engaging through digital channels and improved containment rates, resulting in revenue from digital bookings increasing by 150%. By leveraging AI-powered capabilities such as Agent Assist and Workforce Engagement Management, Modivcare has realized $17 million in annualized value, which is projected to grow to $50 million within three years.
  • Steinberg Diagnostic Medical Imaging (SDMI), a leader in patient-centered imaging, implemented Genesys Cloud capabilities to elevate patient-centered care by automating routine tasks through virtual agents. This enabled staff to focus on more complex, emotionally meaningful interactions. As a result, SDMI now manages 4,000 additional patient calls each month and has reduced abandonment rates from 10% to just 2.9%.
  • Stanley Steemer, a household name in residential and commercial cleaning for more than 60 years, is accelerating its digital service strategy by expanding its use of Genesys Cloud AI to deliver smarter, more efficient customer experiences. Most recently, Stanley Steemer introduced an AI-powered voicebot to manage cancellation and reschedule requests for branch appointments, and it now resolves approximately 70% of those calls without agent assistance. This has driven a 10% reduction in overall call volume reaching agents, allowing them to focus on more complex customer needs. With customer experience as a top priority, Stanley Steemer now plans to expand the interaction types supported by AI voicebots as part of its broader CX innovation strategy.
  • The UK's National Society for the Prevention of Cruelty to Children (NSPCC) has been protecting children for over 100 years, working to prevent abuse and neglect while providing expert support. The NSPCC is at the start of an exciting journey, future-proofing the technology that supports its two flagship helpline services, Childline and the NSPCC Helpline. Through Genesys Cloud, service users will have more choice about how they can get the support they need, and staff and volunteers will be able to spend more time talking to those who need their help. In addition, the NSPCC will be able to increase the number of children and young people it helps to feel safe, listened to and supported.
  • Nationwide, one of the largest insurance and financial services organizations, is deepening its collaboration with Genesys to modernize customer engagement. Managing millions of customer interactions annually, Nationwide has adopted Genesys Cloud capabilities to provide seamless and consistent experiences for customers across multiple channels. Looking ahead, the organization remains committed to modernization and scalability, with plans to further unify its contact center ecosystem and integrate additional capabilities enterprise-wide.
  • RelateCare, a US and Ireland-based provider of smart sourced patient access and virtual Nurse Triage solutions, is modernizing its operations with Genesys Cloud to support its mission of delivering innovative, future-ready healthcare experiences. This transformation is set to enhance digital access and self-service capabilities; enable seamless integration with leading Electronic Health Record platforms including EPIC; and introduce AI-powered tools that benefit both patients and healthcare staff.

Genesys Recognized by Analysts and Customers

  • Genesys was recognized as a Leader in Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025.iii The Genesys Cloud platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria.
  • Genesys was recognized in the Gartner® Market Guide for Customer Journey Analytics & Orchestration for the sixth time in a row.iv Genesys attributes this recognition to its ability to seamlessly orchestrate experiences across touchpoints and provide comprehensive journey analytics, empowering organizations with insights for continuous optimization.
  • Genesys was positioned by clients as a Customers’ Choice in the 2025 Gartner Peer Insights™ Voice of the Customer for Contact Center as a Service. The company achieved an overall average rating of 4.7 of 5 stars and a 94% “Willingness to Recommend” rating from verified reviewers.v The company believes the recognition reinforces the confidence organizations have in the Genesys Cloud platform to help them provide superior customer and employee experiences at scale.

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.

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i Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four.

ii Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period.

iii The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025, Forrester Research, Inc., April 10, 2025

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

iv Gartner Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin and Daniel O’Sullivan, 17 February 2025

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

v Based on 325 reviews as of May 2025.

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