SAN FRANCISCO, Dec. 12, 2024 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced that the Genesys Cloud™ platform reached nearly $1.8 billion annual recurring revenue (ARR)i during the third quarter of its fiscal year 2025 (Aug. 1 – Oct. 31, 2024). With more than 40% year-over-year growth, Genesys Cloud ARR grew at an accelerated rate from the second quarter of fiscal year 2025. Genesys Cloud net revenue retention (NRR)ii surpassed 120% for the 11th quarter in a row, demonstrating continued expansion by existing customers. Genesys Cloud AI represented more than 10% of the platform’s new business during the first nine months of fiscal year 2025, as organizations seek to harness the power of the Genesys Cloud platform to transform customer and employee experiences.
The customer experience (CX) industry is undergoing a significant period of transformation, as organizations shift to the cloud to take advantage of its flexibility, resilience and ease of innovation. This transformation comes as organizations grapple with a future driven by AI, where success is dictated by their ability to rapidly evolve, scale and tailor differentiated experiences built around the changing needs of their customers and business. With Genesys Cloud AI, organizations can move beyond automation and orchestrate experiences that reshape customer and employee engagement.
More than 6,000 organizations have turned to Genesys Cloud to elevate their customer and employee experiences to new heights, including AAA Life Insurance Company, Bradesco Seguros, Enablx, ESPN, Greenpeace Africa, IBEX, Indiana University Health, MAF Carrefour, Michigan State University, Pizza Pizza, Raízen, Vitamin Shoppe, Vodafone Greece and more.
As consumers increasingly expect to interact with brands seamlessly across channels, the number of Genesys Cloud customers during the third quarter using native digital bots increased nearly 90% year-over-year, while the quantity of native digital bot conversations increased 4X year-over-year. Additionally, the amount of Genesys Cloud Agent Copilot summaries generated during the third quarter increased more than 20X year-over-year with organizations seeking to enable their employees with generative AI-based tools to drive efficiency and performance.
Highlighted customer stories include:
- ESPN Fan Support addresses tens of thousands of calls every month from fans eager to access live sports and play the fantasy games they enjoy. The reliability of service is paramount to supporting the high volume of contacts the organization receives every day. Genesys Cloud provides the network needed to care for all ESPN fans, at the speed of live.
- Butterball, the best known and most lovediii brand of turkey in the US, is committed to helping people pass love on. Its iconic Turkey Talk-Line uses the Genesys Cloud CX® solution to provide seamless support for Thanksgiving holiday hosts. With features like advanced analytics, CRM integration and callback options, Butterball delivers a faster and more responsive experience, empowering its experts to make each interaction smoother and more satisfying.
- IONOS Group, a leading global web hosting company, uses Genesys Cloud Predictive Engagement to drive a 68% improvement in sales conversions through chat, resulting in a 29% increase in revenue per visit. Additionally, with the tailored and targeted engagement capabilities of the solution, IONOS increased efficiency by reducing the overall number of chat pop-ups by 60%.
- Siam Commercial Bank (SCB), the first commercial bank in Thailand, has significantly enhanced its customer experience by implementing Genesys Cloud CX. By leveraging Genesys, SCB has realized ROI from optimized operations and improved service-level tracking, achieving a 50% reduction in repeat calls, a 25% drop in average wait time and a 3% cut in handling time per agent. These advancements have bolstered customer satisfaction and solidified the bank’s position as a leader in Thailand’s banking industry.
- Narayana Health, one of India’s leading healthcare providers, revolutionized its patient experience by deploying Genesys Cloud. With over 50,000 calls daily, this unified solution has enabled Narayana Health to reduce its average handle time by 15%, provide faster response times and enhance scalability to meet evolving patient needs. Using Genesys, Narayana Health has streamlined workflows; improved operational efficiency; and continues to deliver personalized, high-quality care to over 4.2 million patients annually.
- eir, the largest telecom provider in Ireland, is elevating customer and agent experiences by deploying Genesys Agent Copilot. Through features like knowledge article recommendations, generative AI call note summarization and wrap-code predictions, eir has successfully reduced average handle time by over a minute and shortened agent training and onboarding periods.
- Swisscom AG, Switzerland’s foremost ICT leader, has successfully implemented Genesys Cloud as part of the initial phase of its customer experience transformation. With teams now live on voice, web messaging, email, agent assist, work automation and workforce management capabilities, the company continues to demonstrate its commitment to fostering empathy and innovation in customer and employee interactions.
- Prvidr, a leading Australian Customer Lifecycle Management Platform, empowers businesses to launch, monetize and scale dynamic subscription experiences with a streamlined all-in-one subscription management platform. Prvidr uses Genesys Cloud CX and has reduced costs to serve by 40% while increasing its average Net Promoter Score from 25 to 55.