Genesys Customers Continue to Extend Cloud and AI Capabilitiesto Realise New Levels of ...........

• 04 Apr 2025
• TM Team
• 0 Comments

Genesys, a global cloud leader in AI-Powered Experience Orchestration, 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.  

As of 31 January 2025, more than 45% of Genesys Cloud customers were using at least one Genesys Cloud AI capability to enhance consumer interactions and drive operational efficiency. During the fiscal year, companies embraced the efficiency and effectiveness of Genesys Cloud Agent Copilot capabilities for real-time agent support, with customer adoption in fiscal year 2025 growing nearly 4X year-over-year. Genesys Cloud AI detected more than 700 million displays of agent empathy across consumer interactions during the fiscal year, giving organisations greater insights into employee behavior and development opportunities to optimise experiences.  

In the same period, the volume of self-service conversations powered by the Genesys Cloud platform increased more than 150% year-over-year as consumers engaged with automated options to receive efficient, personalised support. Continuing its history of innovation, Genesys released over 150 new AI features during fiscal year 2025, a more than 2X increase year-over-year, to help enable organisations to provide more seamless customer experiences across all channels and increase their ROI. 

“AI is a transformative technology that is reshaping customer connections and providing organisations opportunity to deliver significant business value,” said Tony Bates, chairman and CEO of Genesys. “Enterprises continue to select Genesys as their strategic platform for experience orchestration to create personalised, end-to-end customer experiences that can increase customer loyalty and retention, while boosting operating efficiency.”