Two million users are now on the Genesys Cloud™ platform, orchestrating the best customer experiences (CX) all over the world. It took us more than five years to reach our first million users – and only two years to double that – momentum that reflects our customers’ trust in the platform and the results it delivers. 

Across industries and global regions, organizations are achieving high-impact value with Genesys Cloud, improving operating efficiency while deepening customer loyalty and driving growth. This milestone validates a belief we’ve held for years: A unified, open platform with native AI is the path to universal experience orchestration. And it demonstrates that our platform choices, made long before today’s AI proliferation, are now paying dividends for our customers as they enter the next era of orchestration driven by agentic AI.  

In a market crowded with point solutions, organizations are learning that CX innovation without integration doesn’t scale. Many AI pilots fail not for lack of ideas but because disconnected systems and siloed tools break workflows and block insights. Real value is unlocked from unifying the enterprise and the entire customer journey. 

Why One Platform Matters More Than Ever 

From the beginning, Genesys Cloud was designed to connect people, data, systems and intelligence in one extensible platform. That design choice wasn’t just a technical decision; it was a strategic one. 

Our customers need a foundation that can evolve with their CX visions and offer access to comprehensive AI that works in unison to deliver compounding value. Genesys Cloud AI can help organizations enable a complete view of every customer interaction, connect every journey and optimize every outcome. It allows intelligence to act with context and reason instead of in isolation. 

Because of that, organizations can move faster and drive stronger ROI, all without bolting on layers of complexity. That’s what makes this milestone meaningful. Two million users represent not just adoption, but a global signal that the industry also believes the future of CX is being built on a single, unified orchestration platform — powered by AI. 

Across industries, leaders in experience orchestration are proving the power of one platform by using connected AI capabilities to deliver measurable outcomes. Virgin Atlantic is achieving record-high loyalty scores through orchestrated, real-time experiences that anticipate customer needs. And the company is improving operating efficiencies that have led to 220% more interactions managed.  

At the same time, retailers like Best Buy Canada have reduced overall operating costs by 20%, and financial institutions like HSBC have realized tens of millions in value, lowered abandonment rates and accelerated resolution times, demonstrating how intelligent automation fuels measurable business performance.  

Accelerating Agentic Innovation  

We’re now in a new phase of AI where systems don’t just predict outcomes, they act on them. The agentic era represents a seismic leap forward, even more transformative than the shift to the cloud that made it possible.  

Cloud gave us scalability and reach. Agentic AI brings purpose, reasoning and autonomy. It’s redefining how organizations engage with customers by enabling real-time, intelligent conversations at scale. 

This evolution is accelerating across the Genesys Cloud platform. We’ve announced more autonomous Virtual Agents that can carry increasingly complex, multistep interactions across channels; AI Copilots powered by modular Skills that can assist agents, supervisors and administrators in real time; and Genesys Cloud AI Studio innovations that give organizations the tools to design and govern these intelligent systems with built-in transparency. Each of these capabilities reflects our belief that AI can help automate work and augment human performance by making every customer interaction faster, more personal and more empathetic. 

Our recent collaboration with Scaled Cognition builds on that foundation. Together, we’re advancing the use of Large Action Models (LAMs) to strengthen how AI operates across workflows by enabling more deterministic, governed and trustworthy automation. By embedding LAM innovation into our orchestration fabric, we will be helping to ensure that organizations can evolve confidently, with systems that act independently yet remain aligned to enterprise context and control. 

This is where the Genesys Cloud heritage becomes its advantage.  

From the start, the platform was built to be open and interoperable. It can connect AI, data and workflows across the enterprise and across other strategic platforms. We will also expand on this by supporting secure protocols like Model Context Protocol (MCP) and Agent2Agent (A2A). We can deploy and orchestrate any combination of models — native, open-source or partner-built — without compromising governance, observability or control.  

In a landscape where unchecked experimentation can quickly lead to complexity or stagnation, this principle matters. We’ve always believed that trust is architected in the platform. Every element of Genesys Cloud was designed to help ensure privacy, fairness, transparency and security by design. Governance shouldn’t slow innovation; it’s how you sustain it. 

Connecting Real-time Customer Intelligence for Impact  

Every wave of innovation eventually outgrows its experimental phase, and AI is no different. The explosion of assistants, copilots and plug-ins over the past few years has fueled discovery. But today the focus for many enterprises is shifting from experimentation to execution. 

Organizations are realizing that progress depends less on adding new technologies and more on connecting the intelligence they already have. In the experience economy, the advantage will belong to those using a single platform capable of turning real-time customer intelligence into coordinated, responsible action at scale. Genesys Cloud was built to deliver exactly that. 

Reaching 2 million users is a milestone we owe to our customers. It’s a testament to their partnership, innovation and belief in what we’re building together. It marks a movement in our industry — one defined by unified, agentic experience orchestration that’s already reshaping how businesses operate, how employees work and how customers connect. That future is already taking shape on Genesys Cloud.