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 contrac...
Autore: Business Wire
Genesys Cloud achieves record bookings in the fourth quarter with strong demand for AI innovations
SAN FRANCISCO: 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.
During the fiscal year, nearly 750 new customers turned to the all-in-one Genesys Cloud platform with turnkey AI to provide personalized experiences at scale. Genesys Cloud saw accelerated adoption of Genesys AI during the year, spanning conversational, generative and predictive capabilities. Usage for digital bots was up more than 4X and voicebots up more than 3X year-over-year. Additionally, more than 1.2 million summaries have been created from the Genesys generative AI-based Auto Summarization for Agent Assist since its launch in the third quarter of this year.
Through consistent delivery of innovations within Genesys Cloud, the company released more than 400 new features during the year, with nearly 70 powered by AI and more than 100 focused on workforce engagement management (WEM). Additionally, in February 2024, Genesys acquired Radarr Technologies, a leading AI-based social and digital listening, analytics, and consumer engagement company. Combining Radarr capabilities with Genesys Cloud will help organizations further connect data and unify their customer experiences. To further advance the company’s digital and AI innovations, Genesys invested $300 million in Genesys Cloud research and development during fiscal year 2024 and opened a new R&D center in Budapest during FY24.
“Genesys is changing how companies around the world connect with employees and customers in the era of AI,” said Tony Bates, CEO and Chairman of Genesys. “Our record-setting bookings are evidence that our vision to ensure every customer and employee interaction is personalized and continually optimized is resonating with the industry. Our customers are looking to us to lead them into that future, which happens in the cloud with Genesys AI-powered experience orchestration.”
Fiscal Year 2024 Business Highlights
Enabling Customer Success
With more than 5,700 organizations on Genesys Cloud, including the more than 950 customers that have evolved onto the platform from the company’s legacy solutions, Genesys is leading the industry into the future of customer experience (CX). New and expanded customers during the fiscal year include Swisscom, The Trevor Project, Vibrant Emotional Health, LG U+, SKY Perfect Customer-relations Corporation (SPCC) and more.
Highlighted customer stories include:
Industry Recognition
Genesys continues to be lauded as an industry leader for its AI and customer innovation and culture. Highlighted recognition includes:
Learn more about how Genesys is transforming the future of CX today at Xperience 2024, May 13–15 in Denver, Colorado.
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 customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Preliminary Financial Information
The unaudited financial results for the fiscal year ended January 31, 2024 included in this press release are preliminary and represent the most current information available to management and are not a comprehensive statement of the financial results for the period discussed. Actual results may differ from the preliminary unaudited results included in this release due to the completion of the company’s year-end financial closing procedures, including final adjustments, completion of the audit by the company’s independent registered public accounting firm, and other developments that may arise between the date of this press release and the time that financial results for the fiscal year ended January 31, 2024 are finalized.
©2024 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud EX, GCXNow and Experience as a Service 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 Annual Recurring Revenue (ARR) is defined as Genesys Cloud quarterly revenue multiplied by four
ii Adjusted EBITDA represents Earnings before Interest, Taxes, Depreciation & Amortization, plus other adjustments such as one-time expenses, restructuring charges and stock-based compensation expense
iii Free Cash Flow is defined as Cash Provided by Operating Activities, less Capital Expenditures and Capitalized Software Development Costs
ivGartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7 August 2023
Genesys was recognized as 'Interactive Intelligence' in the 2016 and 2015 reports 'Magic Quadrant for Contact Center as a Service, North America'. Genesys acquired Interactive Intelligence in 2016.
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v IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment, Doc #US49988023, November 2023
vi Frost Radar™: Workforce Optimization Solutions, 2023 report
vii The Forrester Wave: Contact Center as a Service, Q1 2023, Forrester Research, Inc., Max Ball, March 27, 2023
Fonte: Business Wire