Genesys customers are achieving new levels. They scale cloud and AI capabilities. This happens in fiscal year 2025. They realize new levels of experience orchestration. Genesys Cloud ARR reached nearly $1.9 billion. This was in the fourth quarter. NRR exceeds 120%. This has been for the last 12 fiscal quarters.
Genesys is a global cloud leader. They specialize in AI-Powered Experience Orchestration. Today, they announced a significant milestone. The Genesys Cloud platform reached nearly $1.9 billion ARR. This was during the fourth quarter. This period spanned November 1, 2024, to January 31, 2025. Demand for Genesys Cloud AI continued to grow. It represented over 10% of new business. This was for the entire fiscal year. Genesys Cloud net revenue retention (NRR) was strong. It exceeded 120% for the past 12 quarters. This demonstrates customer expansion. They continue to use the Genesys Cloud platform. They aim to achieve new levels of experience orchestration.
As of January 31, 2025, many customers used AI. More than 45% of Genesys Cloud customers used AI. They leveraged at least one Genesys Cloud AI capability. This enhanced their consumer interactions. It also drove operational efficiency. During the fiscal year, companies embraced efficiency. They also valued the effectiveness of Agent Copilot. These capabilities provide real-time agent support. Customer adoption grew significantly. It increased nearly 4X year-over-year in fiscal year 2025. Genesys Cloud AI detected many instances of empathy. Over 700 million displays of agent empathy were detected. This occurred across consumer interactions. This provided organizations with greater insights. They gained understanding of employee behavior. They also identified development opportunities. This helps optimize customer experiences.
Genesys Cloud Platform
In the same period, self-service conversations increased. The volume of these conversations rose significantly. The Genesys Cloud platform powered them. The increase was more than 150% year-over-year. Consumers actively engaged with automated options. They sought efficient and personalized support. Continuing its history of innovation, Genesys released many new AI features. Over 150 new AI features were launched. This happened during fiscal year 2025. This represents a more than 2X increase year-over-year. This helped organizations provide seamless experiences. These experiences spanned across all channels. It also increased their return on investment (ROI).
Tony Bates is the chairman and CEO of Genesys. He stated that AI is transformative. It is reshaping customer connections. It also provides organizations with opportunities. They can deliver significant business value. Enterprises continue to choose Genesys. They see it as their strategic platform. It enables experience orchestration. This allows them to create personalized experiences. These experiences are end-to-end for customers. This can increase customer loyalty. It also improves customer retention. Simultaneously, it boosts operating efficiency.
During fiscal year 2025, many new organizations joined. More than 850 new organizations turned to Genesys Cloud. They sought its leading AI-Powered Experience Orchestration. Additionally, the company achieved many joint wins. They secured over 200 joint wins of CX Cloud. This was in partnership with Salesforce since the solution launched. As of January 31, 2025, a large number of organizations used Genesys Cloud. More than 6,500 organizations globally relied on it. These include well-known companies like Uber. Prudential Financial also uses it. Global Payments and Rabobank are customers. Educational institutions like Purdue University also benefit. The San Diego Humane Society utilizes the platform.
Government Agencies
Government agencies like the Indiana Department of Workforce Development are on board. Toyota Deutschland is a customer. Banco de Crédito e Inversiones S.A. (BCI) also uses Genesys Cloud. Lifeline is another organization that leverages its capabilities. These diverse organizations use Genesys Cloud to elevate experiences. They focus on both their customers and employees at scale.
DIRECTV is a leading provider. They offer sports and entertainment television distribution. They have been in business for over 30 years. During this tenure hey aimed to enhance their virtual assistant. They also wanted to improve their predictive routing strategy. The goal was better customer assistance. They wanted to create more efficient interactions. Seamless interactions were also a priority. Through enhancements in intent modeling, they achieved this. Authentication and routing were also improved. Consequently, the company saw an 80% improvement. This was in virtual assistant containment. They also reduced average handle times significantly.
The Salvation Army is a large social service organization. It is one of the world’s oldest. They provide critical assistance to millions. Over 23 million Americans receive their help annually. They address poverty and addiction. They also tackle economic challenges. This is done through 7,600 centers nationwide. By adopting the Genesys Cloud platform, they improved operations. They handle over 50,000 inquiries monthly. These inquiries come through multiple channels. This improvement led to faster support. Average answer rates decreased significantly. They went from 63 seconds down to 38 seconds. This enables quicker help for individuals in need.
CX Cloud from Genesys and Salesforce
Winston’s Wish is a charity in the UK. They support bereaved children and young people. They reach and impact many lives. Over 80,000 children and young people benefit each year. They chose CX Cloud from Genesys and Salesforce. Their aim is to transform their services. Winston’s Wish plans to adopt new channels. This will help them reach more children and young people. They will receive support from volunteers and staff. These individuals will be empowered by new AI-powered features.
Computacentre is a multinational technology provider. They also offer services. Their headquarters are in the UK. They reached a significant milestone. They successfully implemented Genesys Cloud. This was across their international client base. By embracing AI-led innovation, they achieve superior experiences. These experiences are for their employees. They also achieve cost efficiency. Environmental sustainability is another benefit. This aligns with their purpose. They aim to help customers change the world.
Alinta Energy is a major energy retailer in Australia. They also generate energy. They provide electricity and gas to many. Over 1.1 million homes and businesses are their customers. This is in Australia and New Zealand. They evolved to Genesys Cloud. With Genesys Cloud Predictive Engagement, they improved interactions. Web Messaging and Virtual Agents also played a role. The company drove a 3X increase. This was in digital engagement with their customers.
Genesys Cloud Agent Copilot
Maxicare is a leading healthcare provider in the Philippines. They transformed their customer experience. They used the Genesys Cloud platform. This resulted in a significant reduction. Call abandonment rates decreased by 73%. Maxicare plans further integration. They will implement Genesys Cloud Agent Copilot. This will enable agents to quickly access policy details. They will then provide faster and more accurate responses. This transformation is a key step. It marks their journey toward an omnichannel future. They aim to deliver seamless support. Personalized support is also a priority. This will be at every stage of the patient experience.
Neo is a leading technology company in Brazil. They specialize in customer experience. Cybersecurity and digital platforms are also their focus. They empower businesses to deliver seamless interactions. These interactions are also personalized. They achieve this through scalable solutions. These solutions are also innovative. By adopting Genesys Cloud, Neo is improving operations. They are driving operational excellence. They also deliver more personalized interactions. These interactions are efficient. This elevates customer satisfaction. It also strengthens brand loyalty.
RedSalud is the largest private healthcare provider in Chile. They achieved significant milestones. This was in their digital-first transformation. They leveraged the power of the Genesys Cloud platform. By integrating AI-powered chatbots, they enhanced service. Genesys Cloud Agent Copilot also played a role. Workforce Engagement Management was another key component. RedSalud is modernizing their customer experience. They are also streamlining it. These advancements have yielded positive results. They saw a 20% increase in unique patient bookings. They also achieved a 30% reduction in contact center costs. Notable improvements were also seen. Customer satisfaction increased. Their Net Promoter Score also improved.
Genesys Innovation and Recognition
Genesys continued to receive recognition. This was for their innovation. Their expertise in cloud and AI was acknowledged. Experience orchestration was also recognized. Notably, Genesys was named a Leader. This was in the 2024 Gartner Magic Quadrant for Contact Center as a Service. This achievement marks a significant milestone. Genesys has been a Magic Quadrant Leader in this category for 10 times.
Additionally, Genesys was positioned well by clients. They were recognized as a Strong Performer. This was in the 2024 Gartner Peer Insights Voice of the Customer for Enterprise Conversational AI Platforms. Further reinforcing the strength of Genesys Cloud AI, IDC also recognized them. IDC positioned Genesys as a Leader in two key reports. These were the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment. The other was the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment.
Genesys continued to be recognized for its strong culture. They earned Great Place to Work certification. This was across 14 countries. Additionally, the company demonstrated its commitment. They focused on driving a more sustainable future. This earned them a third consecutive Gold Medal ranking. This recognition came from EcoVadis. EcoVadis is a leading platform for sustainability intelligence. They focus on global supply chains. Genesys was also named Customer Experience Partner of the Year by AWS. This was for the second consecutive year. They were also included in the CRN Cloud 100. This list recognizes leading channel-focused cloud companies. Furthermore, they were recognized for the Best Innovation in Customer Experience. This award was received at Enterprise Connect 2024. They received several other honors as well.
Genesys Empowers Organizations Globally
Genesys empowers many organizations globally. More than 8,000 organizations in over 100 countries benefit. They improve customer loyalty. They also achieve better business outcomes. This is done by creating the best experiences. These experiences are for both their customers and employees.
Through Genesys Cloud, they deliver this. Genesys Cloud is their AI-Powered Experience Orchestration platform. It delivers the future of CX. This is for organizations of all sizes. They can provide empathetic experiences. These experiences are also personalized and delivered at scale. As a trusted platform born in the cloud, Genesys Cloud helps organizations grow faster. It enables them to differentiate themselves. They can offer the right customer experience at the right time. Simultaneously, they drive stronger workforce engagement. Efficiency and operational improvements are also achieved.
