Genesys Cloud Rides High on Strong AI Experience Uptake

Bengaluru, June 12th, 2025: Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $2.1B annual recurring revenue (ARR)[1] 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 organisations enhance efficiencies while creating more personalised, 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)[2] 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, organisations will have more opportunity to deliver proactive, personalised 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 organisations 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, personalisation and optimisation 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 organisations 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 organisations 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, optimise performance and surface real-time intelligence to help organisations 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 organisations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalised, connected experiences.

The Engine Behind Exceptional Customer Outcomes

Organisations 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 modernising 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 optimising 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 personalised, connected experiences.
Caixa, a Brazilian federal bank serving 155 million people, is embracing digital transformation with Genesys Cloud. By unifying customer interactions and optimising journeys through Genesys Cloud AI orchestration, Caixa aims to improve efficiency, reduce friction and enhance personalis 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 optimise 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 realised $17 million in annualised value, which is projected to grow to $50 million within three years.
Steinberg Diagnostic Medical Imaging (SDMI), a leader in patient-centred imaging, implemented Genesys Cloud capabilities to elevate patient-centred 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 organisations, is deepening its collaboration with Genesys to modernise 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 organisation remains committed to modernisation and scalability, with plans to further unify its contact centre 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 modernising 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 Recognised by Analysts and Customers

Genesys was recognised as a Leader in Forrester Wave™: Contact-Centre-As-A-Service Platforms, Q2 2025.[3] 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 recognised in the Gartner® Market Guide for Customer Journey Analytics & Orchestration for the sixth time in a row.[4] Genesys attributes this recognition to its ability to seamlessly orchestrate experiences across touchpoints and provide comprehensive journey analytics, empowering organisations with insights for continuous optimis
Genesys was positioned by clients as a Customers’ Choice in the 2025 Gartner Peer Insights™ Voice of the Customer for Contact Centre 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.[5] The company believes the recognition reinforces the confidence organisations have in the Genesys Cloud platform to help them provide superior customer and employee experiences at scale.