Working toward a better future

Read the full Genesys 2021 Sustainability Report and learn how our products and our commitment to sustainability contributes to a better future for our planet.

Read the report

At a Glance

OurBusiness

Orchestrated billions of remarkable customer experiences
7,000+ customers in 100+ countries
Over $1.9 billion in revenue in FY 2022, representing 18% growth year-over-year

OurProducts

600,000+ customer service agents use our cloud platforms
99.996% uptime for Genesys Cloud CX
100% uptime for Genesys Multicloud CX
1,810 issued and pending patents

OurRecognition

A Leader in The Forrester Wave™: Workforce Optimization Platforms, Q4 2021
Finalist for CRN’s Tech Innovator Awards
Silver Medal Ecovadis Rating
Great Place to Work certification

OurWorkforce

6,000+ employees
28% women
22% underrepresented groups

OurImpact

22% greenhouse gas reduction
244,000+ lives positively impacted

Guided by our values

We call ourselves “One Genesys” and it’s the foundation of our culture. One Genesys guides how we communicate, interact with others and define a high-performing team. Learn more about what it’s like to work at Genesys.

EMBRACE EMPATHY

We demonstrate empathy by cultivating an environment of openness, caring and belonging where we push each other to improve.

FLY IN FORMATION

We collaborate to achieve shared goals by operating with agility as a cohesive team — One Genesys.

GO BIG

We strive as a team to raise the bar on our performance and focus on creating a positive impact in our ecosystem.

Climate change, inequity and inequality in all forms are front-burner issues for Genesys, as we take a leading role in addressing them through our business practices.

— Tony Bates, Chairman and CEO, Genesys

Sustainability is a purpose-driven mission at large. We are committed to embedding it into everything that we do to bring about the change we want to see.

— Bridgette McAdoo, Global Sustainability Officer, Genesys

Sustainability pillars and our progress

Our sustainability strategy comprises three pillars, and we’ve set ambitious targets and goals within each pillar. We monitor key metrics to ensure we stay on track.

Environment

Minimize our impact on the planet

Our 2030 goal:
Become carbon neutral

Progress through FY 2022:
22% reduction in greenhouse gas emissions compared to FY21

Social

Improve people’s lives

Our 2030 goal:
Have a workforce as diverse as the markets where we work

Positively Impact 1 million lives

Progress through FY 2022:
22% of US employees from underrepresented groups (up from 20% in FY 2021)

28% of leadership roles held by women (up from 25% in FY 2021)

Over 244,000 lives positively impacted

Governance

Ethical, profitable and resilient practices

Our 2030 goal:
Maximize availability and compliance

Progress through FY 2022:
99% availability

Genesys annual emissions

Goal: carbon neutral by 2030

Overall emissions means Genesys Scope 1, Scope 2 and Scope 3 emissions identified, estimated, and quantified to date. FY2021 Scope 1 emissions were estimated based on office square footage and average gas consumption per sq ft (applied to all offices globally), while FY2022 Scope 1 emissions were calculated from invoice data following an internal survey to identify locations with scope 1 emissions. Scope 2 data is location-based. Scope 3 emissions from supplier operations are currently excluded from Genesys inventory boundary. Purchased goods and services includes hardware purchases only, and is calculated according to the GHG Protocol spend-based calculation method. FY21 Freight data was estimated based on cost while FY22 is based on supplier emissions reporting for Genesys. FY21 Product-in-Use emissions have been rebaselined to reflect International Energy Agency 2021 factors. Genesys continues to refine its GHG accounting methods and expand our scope, and anticipates some fluctuation in calculations as a result.

Read our greenhouse gas emissions verification statement from our third-party auditor, Apex.

Our Genesys goal

Positively impact 1 million lives by 2030

Genesys is passionate about reaching our goal to positively impact 1,000,000 lives by 2030, and we know our employees share this passion. Two ways we work toward this goal are by giving back to communities through the causes that our employees care about most and using technology for good.

This data has a 2020 baseline and was last updated on January 31, 2022, for FY22.

244,058Lives positively impacted through FY 2022
755,942Remaining goal

Community Engagement

Volunteering and giving in the communities where we are located, while also strengthening our corporate culture.

Reskilling & Awareness

Leveraging our workforce skillset to train underserved communities, opening up future opportunities in STEM, and upskilling our own employee population.

Crisis

Providing critical support to the communities where our employees, customers, and partners reside during times of disaster or crisis.

Product for Good

Embedding sustainability into the technology and services we provide, that serve societal needs and benefit the environment.

Genesys Sustainability Ambassadors

Genesys Sustainability Ambassadors have taken initial steps to integrate sustainable practices into their behaviors — and they actively engage fellow employees to do the same. Here are a few examples of our Sustainability Ambassador community in action:

I’m taking action for future generations by buying into the ‘make do and mend’ movement. Small actions to reduce waste will help better our planet for years to come.

— Tara Dalrymple, HR Operations Manager and Employee Engagement, EMEA

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I’m committed to buying local in season as well as buying clothing from brands who have sustainable practices — our source plays a role in shaping our world.

— Petra Muller, Channel Account Manager, APAC

I volunteer with local chapters of conservation nonprofits for beach cleanups and with my local food banks sorting food and stocking shelves, bringing community to the forefront.

— Andrew Landry, HR Operations Manager and Employee Engagement, NA

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Alignment with the United Nations
Sustainable Development Goals

The United Nations created the Sustainable Development Goals (SDGs) as a blueprint for promoting prosperity and protecting the planet. Its 17 goals and 169 corresponding targets complement five of our sustainability goals and priorities.

See our SDG Index in our full report to learn more about how our contributions align with this framework.

Ethics and artificial intelligence: Putting principles into practice

We’ve built responsibility into our artificial intelligence (AI) technology to minimize unintended bias in the algorithms and underlying data. We also identify and promote AI best practices.

We’ve held a series of internal roundtable discussions with those who create our AI models — data scientists, engineers and researchers — as well as our marketing, product management and legal departments. The result is an AI and Ethics Roundtable and the Genesys AI Ethics Guidelines. We’ll expand on the guidelines as AI evolves, and plan to engage in industry dialogue about how companies can and should use AI.

Ethics and artificial intelligence putting principles into practice image

Using our products for good

One way we have a positive impact on society is through helping people in acute crises get the help they need, when they need it. That includes the National Society for the Prevention of Cruelty to Children (NSPCC), the UK’s leading children’s charity. NSPCC relies on 1,300 part-time volunteers across 12 service centers, who come online at different times of the week. Its legacy infrastructure made it difficult to manage these short-shift work patterns, offer the digital channels children preferred, integrate case management and other back-office systems, and answer every call as volume increased.

Today, a Genesys™ contact center seamlessly blends calls, email and web chat. It also integrates with Zoom recording and a Microsoft Dynamics CRM system, and ensures the right people are in the right place at the right time to help.

Our commitment to equity diversity and inclusion

This past year was about creating strong momentum with our Diversity, Equity & Inclusion work at Genesys. We’ve seen double-digit increases in representation in just about every demographic category we track. We’ve closed many of the disproportionate gaps identified with attrition among women and underrepresented groups. And our FY22 Inclusion Index reflects significant gains in how our employees feel belonging and empathy in their workplace. These results have provided us a strong tailwind toward achieving our multi-year goals.

— Eric Thomas, Global Diversity, Equity, and Inclusion Officer

Learn more

Be My Eyes Partnership opens up new possibilities

In 2021, Genesys launched a new partnership with Be My Eyes, a free mobile application that enables the sight-abled to support low vision and vision-impaired individuals to overcome access barriers. Through integration with the Genesys platform, the Be My Eyes application enables vision-impaired individuals to connect with sighted contact center agents via video call. The agents provide visual assistance, communicating what they see to provide guidance and customer service to the user. By helping visually impaired customers navigate the world, brands get invaluable insight into their customer experience and can apply that knowledge to make their products more accessible. And customers who use Be My Eyes gain a more empathetic and successful shopping experience.

For my first call as a Be My Eyes Volunteer, I guided a gentleman to the “Start” button on the washer/dryer. He was pressing it but the dryer wouldn’t start. And then I saw the wording below the Start button which said, “Press and Hold.” I felt the relief in his voice when the dryer started. That simple task was so appreciated!

— Pushpa Ramachandran, Senior Director, Sales Operations

About Our Sustainability Report

The metrics on this page are excerpted from our 2021 sustainability report, which includes updates on our sustainability strategy, performance, and related metrics, and should be read in conjunction with the full 2021 sustainability report covering our fiscal year 2022, which is the period from February 1, 2021, to January 31, 2022, with additional information on activities, where appropriate, through April 2022. Unless indicated or the context requires otherwise, all metrics cover our fiscal year 2022.

The goals and projects described on this page and in our sustainability report are aspirational; as such, no guarantees or promises are made that these goals and projects will be met or successfully executed. Furthermore, data, statistics and metrics included on this page and in our report are non-audited estimates, not prepared in accordance with generally accepted accounting principles (GAAP), continue to evolve and may be based on assumptions believed to be reasonable at the time of preparation, but should not be considered guarantees and are subject to future revision.

Forward-looking statements

Statements of future events or conditions on this page and in our sustainability report, including those that concern future circumstances and results and other statements that are not historical facts and are sometimes identified by the words “may,” “will,” “should,” “potential,” “intend,” “expect,” “endeavor,” “seek,”

“anticipate,” “estimate,” “believe,” “could,” “project,” “predict,” “continue,” “goal,” “target” or other similar words or expressions, are forward-looking statements. Forward-looking statements are based upon current plans, estimates and expectations that are subject to risks, uncertainties and assumptions. Should one or more of these risks or uncertainties materialize, or should underlying assumptions prove incorrect, actual results may vary materially from those indicated or anticipated by such forward-looking statements. The inclusion of such statements should not be regarded as a representation that such plans, goals, targets, estimates or expectations will be achieved.

Important factors that could cause actual results to differ materially from such plans, goals, targets, estimates or expectations include, among others: changes in economic, political and business conditions; pandemics (including the COVID-19 pandemic), global hostilities or natural disasters that disrupt normal business operations or other events beyond our control and actions by governments, businesses and individuals in response to the situation; mergers and acquisitions or significant business model changes; unexpected delays, difficulties and expenses in executing against our goals set forth on this page or in the report; and changes in laws or regulations, including those related to climate initiatives. The forward-looking statements on this page and in the report are made as of the date of 2021 sustainability report, unless otherwise indicated, and we undertake no obligation to update these forward-looking statements to reflect subsequent events or circumstances.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.