Articles from Genesys

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®, a global cloud leader in AI-Powered Experience Orchestration, today announced the appointment of Trevor Schulze as Chief Information Officer (CIO). Schulze will oversee the Genesys global information technology organization to further advance the company’s AI and cloud strategy and support its continued growth.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced that the Genesys Cloud™ platform is helping IHG Hotels & Resorts, one of the world’s leading hotel companies, take its guest services to new heights and create more memorable stays. IHG has unified its global call center operations on Genesys Cloud, modernizing how it delivers consumer experiences. With Genesys, IHG can orchestrate personalized, world-class service to further differentiate itself with more thoughtful, empathetic hospitality.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it was recognized as a Leader in The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025. 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®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $1.9 billion annual recurring revenue (ARR)i during the fourth quarter of the company’s fiscal year 2025 (Nov. 1, 2024 – Jan. 31, 2025). Demand for Genesys Cloud AI continued to drive momentum, representing more than 10% of the platform’s new business for the full fiscal year. Genesys Cloud net revenue retention (NRR)ii exceeded 120% for the last 12 fiscal quarters, demonstrating customers’ continued expansion in use of the Genesys Cloud platform to achieve new levels of experience orchestration.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced Genesys Cloud Social to help organizations use social media channels to learn more about their customers and engage with them in new ways. By adding broad public social media listening, the company expands the Genesys Cloud™ platform’s existing capabilities beyond direct messaging to unlock deeper understanding of consumer sentiment that can inform and enrich every interaction. Organizations can unify customer insights across voice, digital and social media channels, giving them more context and control to orchestrate proactive and personalized end-to-end customer experiences.

Today at Enterprise Connect 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced a suite of Genesys Cloud™ AI capabilities designed to empower supervisors. These innovations help organizations navigate the future of work both within and beyond the contact center. As enterprises worldwide are looking for efficiency and scale, Genesys is enabling organizations to expand automation and augment employee performance for improved customer experiences, operational productivity and business impact.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience,” revealing critical insights into consumer expectations and the evolving priorities of customer experience (CX) leaders worldwide. Notably, nearly two-thirds (64%) of consumers surveyed believe AI will improve the quality and speed of customer experience over the next two to three years. The good news is that organizations are focusing on the integration of AI into their CX strategies to close the gaps between the experiences they’re delivering today, and the services consumers want.

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.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, and Mitel, a global leader in business communications, are teaming up to simplify customer experience (CX) innovation for large enterprises worldwide. The companies are announcing a new global strategic relationship to help organizations drive business outcomes at scale through loyalty-building customer and employee experiences.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has been positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment1. The company believes its recognition is due to the strong conversational intelligence capabilities of Genesys Cloud AI, which provide actionable, detailed analytics to drive loyalty and growth. The IDC MarketScape noted, “Genesys provides a broad range of capabilities, from conversational analytics to call management to conversational AI for customer support, workforce engagement, sales, and marketing. Over the past few years, it has also been steadily acquiring and building AI capabilities that are now embedded across its platform.”

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced that the Genesys Cloud™ platform reached nearly $1.8 billion annual recurring revenue (ARR)i during the third quarter of its fiscal year 2025 (Aug. 1 – Oct. 31, 2024). With more than 40% year-over-year growth, Genesys Cloud ARR grew at an accelerated rate from the second quarter of fiscal year 2025. Genesys Cloud net revenue retention (NRR)ii surpassed 120% for the 11th quarter in a row, demonstrating continued expansion by existing customers. Genesys Cloud AI represented more than 10% of the platform’s new business during the first nine months of fiscal year 2025, as organizations seek to harness the power of the Genesys Cloud platform to transform customer and employee experiences.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it is a recipient of a 2024 Geography and Global AWS Partner Award. This award recognizes leaders around the globe that are playing key roles in helping their customers drive innovation and build solutions on Amazon Web Services (AWS). AWS named Genesys Customer Experience Partner of the Year (Technology). This is the second consecutive year Genesys has received this award, which recognizes the top AWS Technology Partners with a horizontal business area focused on customer experience.

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, and the City of Clearwater announced today that the city’s Utility Customer Service Division has undertaken a significant transformation in how it delivers utility services to its residents, resulting in substantial improvements in both customer satisfaction and employee morale. Since upgrading to the Genesys Cloud™ platform, it has achieved remarkable improvements in performance metrics. Answer rates surged from 47% to as high as 98% within just two weeks of implementation — a critical transformation that ensured the right systems were in place ahead of hurricane season.

Genesys®, a global cloud leader in AI-powered experience orchestration, has been positioned by Gartner, Inc., as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service for its Ability to Execute and Completeness of Vision. This marks the 10th year Genesys was named a Magic Quadrant Leader.

Genesys Cloud Services Topco LLC (“Genesys”) today announced that it has confidentially submitted a draft registration statement on Form S-1 with the U.S. Securities and Exchange Commission (the “SEC”) related to the proposed initial public offering of its common stock. The number of shares to be offered and the price range for the proposed offering have not yet been determined. The initial public offering is subject to market and other conditions and the completion of the SEC’s review process.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced Modivcare, a top provider of non-emergency medical transportation (NEMT), monitoring and personal in-home care, is transforming support for its 34 million members with the Genesys Cloud™ platform. To execute its digital-first strategy, Modivcare turned to the AI-powered experience orchestration capabilities of Genesys Cloud. Today, Genesys Cloud supports Modivcare teammates who efficiently and securely manage 2.2 million monthly calls and email and messaging conversations through a single unified desktop.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced that it has been Certified™ as a Great Place to Work®. Overall, 90% of Genesys employees surveyed said the company is a great place to work, a two-percentage-point increase from the previous year, and 33 percentage points higher than the average US-based company. Earned across 14 countries, Genesys believes this certification illustrates its commitment to ensuring its employees feel seen, heard and understood, creating a culture of inclusion that fosters innovation, increases value for customers and drives organizational success.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced today that Coca-Cola Bottlers’ Sales and Services (CCBSS) is enhancing its customer experience with the Genesys Cloud™ platform to advance business interactions. With this strategic move, CCBSS aims to elevate its associates’ experiences with Genesys Cloud Workforce Engagement Management (WEM) and maximize business outcomes using augmented reality during video chats to resolve technical support remotely.

A new research report from Genesys® found that AI is rapidly becoming indispensable for companies aiming to stay competitive in the customer experience (CX) landscape. The report, “Customer experience in the age of AI,” revealed a staggering 70% of CX leaders surveyed identify AI as crucial to their CX operations in the next two to three years. Despite this, the findings also expose a surprising unreadiness and underutilization of AI’s more advanced capabilities, presenting both a challenge and an opportunity for businesses looking to stay ahead in an increasingly competitive market.

Genesys®, a global cloud leader in AI-powered experience orchestration, today reported strong results for the first half of its fiscal year 2025 (Feb. 1 – July 31, 2024). The Genesys Cloud™ platform surpassed $1.6 billion annual recurring revenue (ARR)i for the second quarter of this fiscal year, growing more than 35% year-over-year with exceptional demand for its AI capabilities.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced an expanded collaboration with Salesforce (NYSE: CRM), the #1 AI CRM, to revolutionize customer and employee experiences across sales, healthcare and financial services at Dreamforce 2024.

Genesys®, a global cloud leader in AI-powered experience orchestration, today released its Fiscal Year 2024 Sustainability Report (February 1, 2023–January 31, 2024). The report underscores the company’s commitment to driving a more sustainable future and highlights significant progress toward its environmental, social and governance (ESG) goals.

Genesys®, a global cloud leader in AI-powered experience orchestration, and Lighthouse Works, a business process outsourcing organization (BPO), are partnering to help increase global career opportunities for individuals who are blind or visually impaired (B/VI). Together, the companies are delivering an accessible experience orchestration solution any organization can deploy to empower B/VI individuals in the contact center workforce.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced the release of a new research report, “Generational dynamics and the experience economy.” The report delves into the intricate dynamics of four distinct generations — Generation Z, millennials, Generation X and boomers — to help businesses understand the evolving preferences and needs of today’s consumers and workforce.

Genesys®, a global cloud leader in AI-powered experience orchestration, today reported the results for the first quarter of its fiscal year 2025 (Feb. 1 – April 30, 2024). On the heels of a company record-setting fiscal year 2024, the Genesys Cloud™ platform continued its strong momentum, exceeding $1.5 billion annual recurring revenuei for the first quarter, growing more than 40% year-over-year. Notably, Genesys Cloud new bookings from standalone AI products were up over 2X year-over-year in the first quarter, including its largest ever seven-figure AI annual contract value (ACV) win as part of a large customer experience (CX) transformation with a community service and wellbeing organization.

Genesys®, a global cloud leader in AI-powered experience orchestration, and The Trevor Project, the leading 24/7 suicide prevention organization for LGBTQ+ young people who are experiencing a mental health crisis, today announced the organization has gained scale and efficiency to better meet the needs of its more than 500,000 yearly digital and voice interactions through the Genesys Cloud™ platform. By utilizing Genesys Cloud, The Trevor Project is able to innovate faster and transform both counselor and LGBTQ+ young persons’ experiences to provide more support to every young person in need.

Today at Xperience 2024 — the customer experience (CX) event of the year — Genesys® unveiled multiple innovations to accelerate the impact of AI, empowering organizations to scale end-to-end personalization, elevate employee performance and drive continuous optimization. As a global leader in AI-powered experience orchestration, the company’s expanded capabilities further strengthen the Genesys Cloud™ event data platform, helping organizations deliver more contextual conversations and manage customer journeys fueled by deeper insights, conversational intelligence and analytics.

Today at Xperience 2024, Genesys®, a global cloud leader in AI-powered experience orchestration, announced new AI capabilities to transform every customer and employee experience. With Agent Copilot, Virtual Agent, Empathy Detection and Modern Agent Workspace for the Genesys Cloud™ platform, Genesys is empowering organizations to unleash the next era of customer experiences grounded in a strong AI-human partnership. The Genesys Cloud AI innovations improve customer loyalty by elevating self-service and assisted service experiences, boost employee performance and productivity, and give managers dynamic new insights and tools to lead.

Today at Xperience 2024, Genesys®, a global cloud leader in AI-powered experience orchestration, announced the availability of native journey management capabilities for the Genesys Cloud™ platform that seamlessly works alongside Genesys Cloud AI helping organizations ensure every customer interaction is continuously optimized. With Genesys Cloud Journey Management, organizations can build, monitor and visualize customer interactions as they shop, buy and get service, and then use those insights to maximize the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. New levels of understanding and control allow organizations to better orchestrate customer journeys for more personalized end-to-end experiences.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced Virgin Atlantic as the Customer Experience (CX) Innovator winner for its enterprise category during its 19th annual Customer Innovation Awards. The CX Innovator award recognizes organizations that are pushing the limits to deliver smarter and more cohesive customer and employee experiences (CX and EX) with the AI-powered Genesys Cloud™ Platform.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced the National Domestic Violence Hotline (The Hotline) as the Customer Experience (CX) Humanitarian winner during its 19th annual Customer Innovation Awards. The Hotline received the CX Humanitarian Award for leveraging the Genesys Cloud™ platform to carefully and sensitively transform support for domestic violence survivors.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced Western Sydney University (WSU) was named the Customer Experience (CX) Achiever winner in the small-to-medium business and mid-market subcategory during its 19th annual Customer Innovation Awards. WSU received the award for transforming student engagement and empowering its employees to deliver exceptional experiences with the Genesys Cloud™ platform.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced Zurich Switzerland was named the Customer Experience (CX) Achiever winner in the Enterprise category during its 19th annual Customer Innovation Awards. Zurich Switzerland received the award for transforming customer engagement and empowering its employees to deliver exceptional experiences with the Genesys Cloud™ platform.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced Kiwibank as the winner of the Customer Experience (CX) Innovator (SMB and Mid-Market) category during its 19th annual Customer Innovation Awards. The CX Innovator award specifically is given to organizations that are pushing the limits to deliver smarter and more cohesive customer and employee experiences with Genesys Cloud AI.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced Bancolombia as the Customer Experience (CX) Mover (Partner) winner for the Best Cloud Implementation category during its 19th annual Customer Innovation Awards. Bancolombia received the award for its significant digital transformation made possible through its evolution to the Genesys Cloud™ platform.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced Modivcare as the winner of the Employee Experience (EX) Mobilizer category in its 19th annual Customer Innovation Awards. The EX Mobilizer category recognizes organizations for modernizing their approach to managing and empowering employees, resulting in improved experiences.

In a world where AI is changing what’s possible, consumers have imagined the possibility of hearing their favorite celebrities as the voices of their virtual customer service agents. The No. 1 most desired voice across all generations, with his incredibly recognizable and resonant tone, was Morgan Freeman, according to a new report from Genesys®, a global cloud leader in AI-powered experience orchestration.

New research today from Genesys®, a global cloud leader in AI-powered experience orchestration, examines how consumers feel about interacting with AI for customer experience (CX) — and how those opinions differ by generation. According to “The humans and AI in unison: Driving the new era of customer experience” report, there are some similarities.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced that Swisscom AG, a major telecommunications provider in Switzerland has accelerated customer and employee experience innovation while furthering its corporate sustainability objectives by evolving to the Genesys Cloud™ platform.

Genesys®, a global cloud leader in AI-powered experience orchestration, announced Xperience 2024, the customer experience (CX) event of the year. At the three-day event, held May 13–15 at the Gaylord Rockies Resort & Convention Center in Denver, businesses will gain insights to help them harness the transformative potential of AI to build customer and employee loyalty. Lin-Manuel Miranda, the creator and original star of Broadway’s Tony Award-winning musicals Hamilton and In the Heights, will join Genesys Chairman and CEO Tony Bates as a keynote speaker.

Genesys®, a global cloud leader in AI-powered experience orchestration, was named a Leader in the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment (doc #US51955724, March 2024). The global market intelligence firm recognized the expansive conversational and generative AI capabilities of Genesys AI, which fuel the Genesys Cloud™ platform, enabling it to scale end-to-end personalized experiences for organizations across the globe.

Genesys®, a global cloud leader in AI-powered experience orchestration, today reported a record-setting fiscal year 2024 (Feb. 1, 2023–Jan. 31, 2024). After achieving the highest new annual contract value (ACV) bookings in the company’s history in the fourth quarter, the Genesys Cloud™ platform ended the quarter with approximately $1.4 billion annual recurring revenue (ARR)i, growing approximately 45% year-over-year.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced it is collaborating with Epic to deliver stronger, more connected patient journeys. Through Epic’s Workshop program, the companies are integrating the Genesys Cloud™ platform with Epic’s customer relationship management suite, Cheers, to give patients and providers a more unified communication experience.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced the completion of its acquisition of Radarr Technologies, a leading AI-based social and digital listening, analytics, and consumer engagement company. As a result of the acquisition, Genesys will accelerate the unification and personalization of the customer experience by combining the Radarr capabilities with the Genesys Cloud™ platform. Through the connection of insights across traditional service channels and public social media feeds, Genesys will enhance the power of experience orchestration, helping businesses deliver rich contextual customer engagement that drives loyalty and differentiation.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced it has entered into an agreement to acquire Radarr Technologies, a leading AI-based social and digital listening, analytics, and consumer engagement company. By combining the comprehensive public social media capabilities within the Radarr Technologies solution with the all-in-one Genesys Cloud™ platform, Genesys will empower organizations to unify the customer experience (CX) like never before, helping them create proactive, prescriptive engagement built to drive loyalty in the AI economy.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced that it’s now authorized for the State Risk and Authorized Management Program (StateRAMP) at the Moderate Impact Level. This new StateRAMP Authorization builds off its FedRAMP Authorization at the Moderate Impact Level, which Genesys announced earlier this year. Through these certifications, Genesys is making it easier for US state and federal agencies to access the latest cloud and AI technologies to improve the customer experience, while protecting their mission, assets and resources.

Genesys®, a global cloud leader in AI-powered experience orchestration, today reported the results for the third quarter of its fiscal year 2024 (Aug. 1- Oct. 31, 2023). The Genesys Cloud™ platform ended the period with nearly $1.3 billion annual recurring revenue (ARR)i, growing approximately 50% year-over-year. This strong performance was driven by robust growth across all regions, led by Europe, Middle East and Africa (EMEA), where Genesys Cloud revenue increased 60% year-over-year. As a result, more than 40% of total Genesys revenue during the quarter came from outside of North America.

Genesys®, a global cloud leader in AI-powered experience orchestration, was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment. The global market intelligence firm recognized the strength of Genesys AI for its extensive conversational and generative capabilities, which help organizations transform customer and employee experiences.

Genesys®, a global cloud leader in AI-powered experience orchestration, today announced it is a recipient of two 2023 Geo and Global AWS Partner Awards, recognizing leaders around the globe playing a key role in helping customers drive innovation and build solutions on Amazon Web Services (AWS).

Genesys®, a global cloud leader in AI-powered experience orchestration, was named a Leader in the Omdia Universe Customer Engagement Platforms 2023-24 report. Genesys is recognized by Omdia as a leading experience orchestration company because of its all-in-one Genesys Cloud CX® platform, with capabilities rooted in rapid innovation, enhanced AI offerings and exceptional journey management.