Genesys Cloud Reaches 500,000 Agents on the Platform


At Genesys, our mission is to deliver Experience as a ServiceSM — helping companies transition from business to people-centricity, while building the most powerful global experience platform in the industry. Today, we’re celebrating that mission, our global community of customers and the people they serve.

More than 500,000 agents around the world now use the Genesys Cloud™ platform to deliver delightful, empathetic experiences that help customers feel seen, heard and understood. We’re honored to continue to be the platform of choice for customer experience (CX) leaders in industries ranging from retail to healthcare to financial services.

Reaching this number of agents in five years is a significant milestone, and another indicator of the success of our platform and its popularity with customers. The milestone comes on the heels of our record-setting fiscal year 2021, and just two years after reaching 100,000 agents on the platform.

Organizations around the world keep turning to us to transform transactional consumer touchpoints into orchestrated customer experiences. Genesys Cloud now supports more than 3,100 customers in solving their biggest CX challenges. These customers range from small businesses to the biggest enterprises — with our largest customers surpassing 20,000 seats. Our customers have helped us strengthen our platform by bringing us their biggest challenges and trusting us to solve them. To each of our customers, and every agent in these seats, thank you for helping us get here.

We believe this growth and the reason we’re chosen by industry leaders so often is because of the completeness of our vision and our composable CX platform. Our native cloud architecture ensures security and stability, with simple-to-deploy technology, offering personalized global experiences at the click of one button. Our rapid pace of effortless innovation means our customers can easily take advantage of the latest capabilities in digital, turnkey artificial intelligence (AI), and workforce engagement management. We deliver these capabilities at scale, in ways that reduce effort and increase time to value for our customers.

“Having had the pleasure of working on this platform with the original dozen engineers, I’ve seen amazing growth across multiple facets: going from 10 microservice stacks to 492; from just a deployment on the east coast of the US to 12 global regions; from a few software releases a month to almost 2,000 every week; from zero to thousands of organizations; and now, from our first users to more than half a million active every week. I’m thrilled to look back at the challenges we’ve overcome and eager to see what our community continues to build on our platform it continues to ascend,” said Glenn Nethercutt, Chief Architect and Genesys Fellow, Genesys Cloud.

Like Glenn, many others on the Genesys Cloud team have been here from the beginning. They set out with us to do something remarkable: Build the industry’s first native-cloud CX platform to use an API-first, microservices architecture for unrivaled scalability, reliability and flexibility for organizations of all sizes. In five years, the team has grown to more than 80 times its original size. And together, we continue to reimagine customer experience, building one of the most scalable, reliable and innovative platforms in the industry. We’ve scaled by delighting our customers and have dramatically accelerated the pace of innovation. We believe our success is the result of our cutting-edge architecture, but also the incredible talent relentlessly innovating within our unique culture. Without their skill and dedication, this milestone wouldn’t have been possible.

“Surpassing 500,000 agents today is a testament to the value our customers around the world realize from Genesys Cloud. The timing couldn’t be better, as we’re entering a new era of orchestrated customer and employee experiences. And while this is a big accomplishment, we’re just scratching the surface of what this incredible technology will enable for our customers and their customers,” said Mike Szilagyi, SVP, Chief of Operations and Product Management, Genesys Cloud.

With the collaboration of our customers and partners, we’ve developed one of the industry’s most powerful experience orchestration platforms and have grown a global footprint to deliver our capabilities at scale. Thanks to all who’ve joined us on this journey. We’re both excited and humbled by this milestone, and the trust our customers place in us each day. And the best part is we’re just getting started.