Accelerating the Future of Experience as a Service

Business today moves at the speed of AI. It’s a rapidly evolving technology that’s transforming industries, unlocking new levels of productivity and, in the process, promising to turbocharge the global economy.

But while artificial intelligence (AI) is the boardroom buzzword, the magic is happening under the hood — or rather in the cloud. AI and the cloud go hand in hand. Without the immense computing power, storage capacity and scalability of the cloud, the seemingly boundless opportunities AI creates would instead feel underwhelming; its large language models would be confined and its capacity to learn constricted by finite datasets.

It’s no surprise then that organizations that want to use AI to create deeper connections with their employees and customers are racing to the cloud. A McKinsey study last year found that applying generative AI to customer care functions could increase annual productivity 30–45% from current costs. Those savings, paired with more personalized, empathetic, end-to-end experiences orchestrated at scale — what we call Experience as a Service® — are table stakes for earning employee and customer loyalty in the experience economy.

AI’s unprecedented hype tour wasn’t unexpected. Almost five years ago, and less than a month after I joined Genesys, I spoke at our 2019 Xperience customer and partner event about how the use of AI and the cloud would introduce the world to a new level of personalized experiences.

By October 2022, it was clear the future had arrived. We made the strategic pivot to focus future investment on the Genesys Cloud™ platform, end sales of our multicloud offerings, and focus on maintaining and supporting our on-premises solutions.

The growth of Genesys Cloud as our AI innovation engine has been remarkable. Today, nearly 1.4 million agents and more than 5,700 customers are live on the platform. In the past four years, 970 organizations have moved from our on-premises solutions, and our latest financial quarter was the largest in history by volume and bookings for CX evolutions to Genesys Cloud.

The time has come to embrace that future and formalize the end of our Genesys Engage™ on-premises solution on Dec. 31, 2028. This timeline aligns with what was previously shared with Genesys Engage customers and provides five years to successfully transition to Genesys Cloud. I’m also excited today to announce strong incentives designed to flexibly and seamlessly address our customers’ varied needs.

Genesys Cloud has quickly emerged as the industry’s leading AI-powered experience orchestration platform. It has gained consistent and sustained recognition from top industry analysts Highlighted recognition includes:

Put simply, Experience as a Service in the dawn of the AI era requires functionality only the cloud can offer. The power of Genesys Cloud to orchestrate personalized, end-to-end employee and customer experiences is as limitless as the AI that fuels it. I’m looking forward to delivering the promise of that potential to even more of our customers.


[i]Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7 August 2023
Genesys was recognized as ‘Interactive Intelligence’ in the 2016 and 2015 reports ‘Magic Quadrant for Contact Center as a Service, North America’. Genesys acquired Interactive Intelligence in 2016. 

Magic Quadrant for Contact Center as a Service was previously named Magic Quadrant for Contact Center as a Service, North America 

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[ii] IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment, Doc #US49988023, November 2023 

[iii] The Forrester Wave: Contact Center as a Service, Q1 2023, Forrester Research, Inc., Max Ball, March 27, 2023 

[1] Frost Radar™: North American Enterprise Cloud Contact Center Market, 2022, published October 28, 2022 

[2] Frost Radar™: European Cloud Contact Center Market, 2023, published April 27, 2023 

[3] Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023, published April 6, 2023 

[4] Frost Radar™: Latin American Cloud Contact Centers, 2023, published May 19, 2023