Genesys momentum fueled by increased customer demand for AI capabilities

SAN FRANCISCO: 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.

The customer experience (CX) industry is undergoing a significant period of transformation, as organizations shift to the cloud to take advantage of its flexibility, resilience and ease of innovation. This transformation comes as organizations grapple with a future driven by AI, where success is dictated by their ability to rapidly evolve, scale and tailor differentiated experiences built around the changing needs of their customers and business. With Genesys Cloud AI, organizations can move beyond automation and orchestrate experiences that reshape customer and employee engagement.

More than 6,000 organizations have turned to Genesys Cloud to elevate their customer and employee experiences to new heights, including AAA Life Insurance Company, Bradesco Seguros, Enablx, ESPN, Greenpeace Africa, IBEX, Indiana University Health, MAF Carrefour, Michigan State University, Pizza Pizza, Raízen, Vitamin Shoppe, Vodafone Greece and more.

As consumers increasingly expect to interact with brands seamlessly across channels, the number of Genesys Cloud customers during the third quarter using native digital bots increased nearly 90% year-over-year, while the quantity of native digital bot conversations increased 4X year-over-year. Additionally, the amount of Genesys Cloud Agent Copilot summaries generated during the third quarter increased more than 20X year-over-year with organizations seeking to enable their employees with generative AI-based tools to drive efficiency and performance.

Highlighted customer stories include:

• ESPN Fan Support addresses tens of thousands of calls every month from fans eager to access live sports and play the fantasy games they enjoy. The reliability of service is paramount to supporting the high volume of contacts the organization receives every day. Genesys Cloud provides the network needed to care for all ESPN fans, at the speed of live.
• Butterball, the best known and most lovediii brand of turkey in the US, is committed to helping people pass love on. Its iconic Turkey Talk-Line uses the Genesys Cloud CX® solution to provide seamless support for Thanksgiving holiday hosts. With features like advanced analytics, CRM integration and callback options, Butterball delivers a faster and more responsive experience, empowering its experts to make each interaction smoother and more satisfying.
• IONOS Group, a leading global web hosting company, uses Genesys Cloud Predictive Engagement to drive a 68% improvement in sales conversions through chat, resulting in a 29% increase in revenue per visit. Additionally, with the tailored and targeted engagement capabilities of the solution, IONOS increased efficiency by reducing the overall number of chat pop-ups by 60%.
• Siam Commercial Bank (SCB), the first commercial bank in Thailand, has significantly enhanced its customer experience by implementing Genesys Cloud CX. By leveraging Genesys, SCB has realized ROI from optimized operations and improved service-level tracking, achieving a 50% reduction in repeat calls, a 25% drop in average wait time and a 3% cut in handling time per agent. These advancements have bolstered customer satisfaction and solidified the bank’s position as a leader in Thailand’s banking industry.
• Narayana Health, one of India’s leading healthcare providers, revolutionized its patient experience by deploying Genesys Cloud. With over 50,000 calls daily, this unified solution has enabled Narayana Health to reduce its average handle time by 15%, provide faster response times and enhance scalability to meet evolving patient needs. Using Genesys, Narayana Health has streamlined workflows; improved operational efficiency; and continues to deliver personalized, high-quality care to over 4.2 million patients annually.
• eir, the largest telecom provider in Ireland, is elevating customer and agent experiences by deploying Genesys Agent Copilot. Through features like knowledge article recommendations, generative AI call note summarization and wrap-code predictions, eir has successfully reduced average handle time by over a minute and shortened agent training and onboarding periods.
• Swisscom AG, Switzerland’s foremost ICT leader, has successfully implemented Genesys Cloud as part of the initial phase of its customer experience transformation. With teams now live on voice, web messaging, email, agent assist, work automation and workforce management capabilities, the company continues to demonstrate its commitment to fostering empathy and innovation in customer and employee interactions.
• Prvidr, a leading Australian Customer Lifecycle Management Platform, empowers businesses to launch, monetize and scale dynamic subscription experiences with a streamlined all-in-one subscription management platform. Prvidr uses Genesys Cloud CX and has reduced costs to serve by 40% while increasing its average Net Promoter Score from 25 to 55.

Industry Recognition

Genesys continues to receive significant industry recognition, including:

• Genesys was recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service, positioned highest for its Ability to Execute. This makes Genesys a 10-time Magic Quadrant Leader.iv
• Genesys was also recognized in the Gartner Critical Capabilities Report, where the company is the highest-ranked vendor in three of five Use Cases. Genesys received the highest scores for Customer Engagement Center (4.04/5), Agile Contact Center (3.97/5) and Global Contact Center (4.14/5). The company received the second highest scores in the remaining two, High-Volume Customer Call Center (3.95/5) and Digital Customer Service Center (3.83/5). Genesys attributes its recognition across all five Use Cases to its ability in meeting the diverse needs of organizations, regardless of size, complexity or geography.v
• Genesys has been positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment.vi The report noted, “Genesys’ customers appreciated the ability to manage and leverage a wide set of customer data in one place via the Genesys Cloud CX platform, as well as the ease of integration and ease of use of its omni-channel capabilities. The company is using its recent acquisition of Radarr to further unify and personalize customer journeys by combining Radarr’s social listening, analytics, and consumer engagement technologies with existing Genesys Cloud CX platform capabilities.”
• For the second consecutive year, Genesys was recognized by Amazon Web Services (AWS) as Customer Experience Partner of the Year (Technology). The award recognizes leaders around the globe that are playing key roles in helping their customers drive innovation and build solutions on AWS.
• Genesys Cloud CX earned a 2025 Buyer’s Choice Award from TrustRadius, a trusted buyer intelligence platform for business technology.
• G2, a trusted and influential marketplace for software buyers, sellers and service providers, recognized Genesys in multiple areas, including as a Top 50 AI Products; a Top 50 Contact Center Service Provider; a leader for Contact Center across America, APAC, LATAM and EMEA; Best of for Relationship and Usability; and as Most Likely to Be Recommended by Users across segments.
• Genesys was recognized as a Great Place to Work® across 14 countries in 2024, with approximately 90% of its employees surveyed believing the company to be a great place to work.

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.

© 2024 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 Source: 2023 Kantar Brand Tracking Oct 2023 n=351
iv Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024
v Gartner, Critical Capabilities for Contact Center as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024
vi IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc #US52047824, December 2024

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Fonte: Business Wire