Check out Genesys in the news

25 June 2025 Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences First release, Genesys Cloud AI Guides, will enable teams to design and govern more autonomous AI agents with no coding required LONDON, 25 JUNE 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced Genesys Cloud™ AI Studio – the foundation organisations need to responsibly move to agentic AI-driven customer engagement. Genesys Cloud AI Studio is a centralised innovation hub designed for building, managing and scaling AI faster. It provides organisations with intuitive, agentic-ready tools embedded with guardrails for smarter, more personalised experiences. Genesys Cloud AI Guides, the first capability released for Genesys Cloud AI Studio, will equip brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys.“Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption,” said Hayley Sutherland, research manager for conversational AI at IDC. “Genesys is offering organisations a robust entry point for autonomous AI, and the tools to help ensure every AI-powered customer interaction is secure, ethical and aligned to their strategy and values.”As AI advances to act more independently and make non-deterministic decisions, strong governance is critical. Yet 80% of business leaders cite explainability, ethics, bias or trust as significant adoption barriers, even with deterministic forms of AI like generative. Half admit their organisations lack the governance to manage these risks, according to research from IBM Institute for Business Value.Responsible Agentic AI at Scale for AllMost virtual agents today require technical resources to develop and follow rigid, pre-programmed flows that can break under complex real-world interactions. In contrast, agentic AI will introduce more autonomy, enabling virtual agents to make decisions and adapt dynamically. This advancement will likely promise better customer experiences but also heightens governance risks as virtual agents’ actions can affect customer loyalty and brand reputation across the enterprise.With AI Guides, Genesys will empower organisations to confidently embrace the future using an easy no-code interface to build and deploy intelligent virtual agents that can reason and act within configurable guardrails defined by the business. These virtual agents are equipped to handle more complex, multistep customer interactions. Use of AI Guides will allow virtual agents to move beyond managing transactional customer interactions to trigger enterprise-wide workflows, collaborate across human and AI teams, and act on behalf of brands in higher-stakes moments.AI Guides is designed to help organisations scale semi-autonomous customer experiences by providing clear, governed instructions that guide the behavior of large language model-driven agents to minimise hallucinations and align outputs with business goals through: Natural Language, No Code Required: Easily build or refine virtual agents using plain language or existing documentation with no coding skills needed. Build Once, Deploy Anywhere: Design experiences once and deploy them across Genesys Cloud Virtual Agent and Copilots, and more to maintain consistency and reduce duplication of effort. Enterprise-Grade Collaboration: Seamlessly connect front, middle and back-office systems to execute tasks, automate workflows and deliver measurable business outcomes. Guardrails Built In: Implement configurable, testable safety controls to help enable increased accuracy, appropriate tone and policy compliance to support responsible adoption of agentic AI. AI Guides is built with flexibility at its core, using a model-agnostic architecture that enables continuous A/B testing and iterative improvements as new language models emerge. This allows Genesys to select and evolve the optimal model over time to help organisations deliver the best outcomes. This versatility is powered by the Genesys Cloud platform, which offers seamless integration with proprietary, open-source and leading frontier models including those available through Amazon Bedrock, ultimately enabling organisations to bring their own models. With this extensibility, organisations can innovate with AI to best align with their goals without compromising safety, oversight or performance.Building the Foundation for Autonomous Customer Engagement AI Guides introduces essential agentic AI capabilities to the Genesys Cloud platform’s conversational, generative and predictive AI. Underpinning Genesys Cloud AI is the Genesys Event Data Platform, which transforms raw interaction data into structured signals, such as intent, outcomes and behavior, to enrich customer profiles. This context helps fuel smarter orchestration, accelerate model training and improve more effective AI performance across capabilities, including Genesys Cloud AI Studio and AI Guides.With the launch of Genesys Cloud AI Studio and AI Guides, Genesys is equipping organisations with critical capabilities to advance toward Level 4 of Experience Orchestration, which is where customer engagement becomes semi-autonomous, scalable and governed by business-defined guardrails. Another upcoming tool, Genesys Cloud Custom Conversation Summaries, will further enhance control, enabling organisations to generate interaction summaries that reflect their unique brand voice, formatting standards and compliance requirements.“Many organisations lack the infrastructure and governance framework for the responsible use of agentic AI with their customers today. We’re focused on giving every business an accessible and safe path forward,” said Olivier Jouve, chief product officer at Genesys. “With AI Guides, Genesys is delivering the foundation for agentic orchestration with guardrails and trust embedded so our customers can accelerate innovation and position themselves to drive ROI and differentiation.”Availability for Genesys Cloud AI Studio capabilities, AI Guides and Custom Conversation Summaries are expected in the second quarter of the company’s fiscal year 2026 (May 1–July 31, 2025). For more information, visit genesys.com.Forward-Looking StatementsStatements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit  www.genesys.com/en-gb.© 2025 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.Media ContactsBrands2Lifegenesys@brands2life.comGenesyssarah.logan@genesys.com

04/10/2025 Genesys Ranked as a Leader in Cloud Contact Center Report by Top Analyst Firm SAN FRANCISCO, April 10, 2025 — Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it was recognized as a Leader in The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025. The Genesys Cloud™ platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria.Forrester evaluated the 10 top CCaaS providers, including Genesys, on strategy and current offering. The report states, “Genesys has a market-leading vision to provide a broad AI-powered experience orchestration platform” and “Genesys Cloud CX is a best fit for brands that want a modern, highly scalable platform with advanced AI capabilities.”“We believe our recognition as a Leader by Forrester reflects the strength of our innovative AI strategy and the breadth of our platform’s capabilities,” said Olivier Jouve, chief product officer at Genesys. “With advanced AI at the core of our platform, Genesys is empowering organizations to orchestrate smarter, more connected and personalized customer and employee experiences that drive loyalty in the contact center and beyond.”In an AI-driven future, success hinges on the ability to scale and deliver tailored experiences that meet evolving customer and business needs. As of January 31, 2025, more than 45% of Genesys Cloud customers were using at least one Genesys Cloud AI capability to enhance customer interactions and drive operational efficiency.According to the report, "Genesys is above par in orchestrating and managing advanced AI capabilities such as genAI and LLMs. Its broad platform includes top-notch tools for agents and supervisors, including workforce management and quality management capabilities. The Genesys Cloud architecture is flexible, reliable, and scalable, which improves the performance of large global contact centers.”The Forrester Wave evaluation assesses the top vendors in the market and requires analysts to gather details of product qualifications through a combination of lab evaluations, questionnaires, demos and/or discussions with client references.See the Forrester Wave graphic and access your complimentary copy of The Forrester Wave™: Contact-Center-As-A-Service, Q2 2025.Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.About Genesys   Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.Media Contact  Lauren Baca, Genesyslauren.baca@genesys.com

2 April 2025 Genesys Customers Continue to Extend Cloud and AI Capabilities to Realise New Levels of Experience Orchestration in Fiscal Year 2025  Genesys Cloud ARR reached nearly $1.9 billion in the fourth quarter and NRR exceeds 120% for the last 12 fiscal quarters   London, 2 April 2025 – Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $1.9 billion annual recurring revenue (ARR)i during the fourth quarter of the company’s fiscal year 2025 (Nov. 1, 2024 – Jan. 31, 2025). Demand for Genesys Cloud AI continued to drive momentum, representing more than 10% of the platform’s new business for the full fiscal year. Genesys Cloud net revenue retention (NRR)ii exceeded 120% for the last 12 fiscal quarters, demonstrating customers’ continued expansion in use of the Genesys Cloud platform to achieve new levels of experience orchestration.   As of 31 January 2025, more than 45% of Genesys Cloud customers were using at least one Genesys Cloud AI capability to enhance consumer interactions and drive operational efficiency. During the fiscal year, companies embraced the efficiency and effectiveness of Genesys Cloud Agent Copilot capabilities for real-time agent support, with customer adoption in fiscal year 2025 growing nearly 4X year-over-year. Genesys Cloud AI detected more than 700 million displays of agent empathy across consumer interactions during the fiscal year, giving organisations greater insights into employee behavior and development opportunities to optimise experiences.   In the same period, the volume of self-service conversations powered by the Genesys Cloud platform increased more than 150% year-over-year as consumers engaged with automated options to receive efficient, personalised support. Continuing its history of innovation, Genesys released over 150 new AI features during fiscal year 2025, a more than 2X increase year-over-year, to help enable organisations to provide more seamless customer experiences across all channels and increase their ROI.  “AI is a transformative technology that is reshaping customer connections and providing organisations opportunity to deliver significant business value,” said Tony Bates, chairman and CEO of Genesys. “Enterprises continue to select Genesys as their strategic platform for experience orchestration to create personalised, end-to-end customer experiences that can increase customer loyalty and retention, while boosting operating efficiency.”  Enabling Customer Success  During the company’s fiscal year 2025, more than 850 new organisations turned to Genesys Cloud for its leading AI-Powered Experience Orchestration capabilities. Additionally, during the fiscal year, the company reached more than 200 joint wins of CX Cloud from Genesys and Salesforce since the solution launched. As of 31 January 2025, more than 6,500 organisations around the world, including Uber, Prudential Financial, Global Payments, Rabobank, Purdue University, San Diego Humane Society, Indiana Department of Workforce Development, Toyota Deutschland, Banco de Crédito e Inversiones S.A. (BCI) and Lifeline use Genesys Cloud to elevate their customer and employee experiences at scale.   Highlighted customer success includes:  North America   DIRECTV, a leader in sports and entertainment television distribution for over 30 years, set out to enhance its virtual assistant and predictive routing strategy for customer assistance to create more efficient and seamless interactions. Through enhancements in intent modeling, authentication and routing, the company saw an 80% improvement in virtual assistant containment and reduced average handle times.  The Salvation Army, one of the world’s largest and oldest social service organisations, provides critical assistance to over 23 million Americans each year, addressing poverty, addiction and economic challenges through 7,600 centers nationwide. By adopting the Genesys Cloud platform to handle over 50,000 inquiries across multiple channels per month, the organisation has enhanced operational efficiency. This improvement has decreased average answer rates from 63 seconds to 38 seconds, enabling faster support for individuals in need.   Europe, the Middle East and Africa  Winston’s Wish, a childhood bereavement charity that reaches and impacts the lives of over 80,000 bereaved children and young people in the UK each year, has chosen CX Cloud from Genesys and Salesforce to transform its services. Winston’s Wish plans to adopt new channels to reach more children and young people with support from volunteers and staff who are empowered with new AI-powered features.   Computacenter, a multinational technology and services provider headquartered in the UK, reached a key milestone by successfully implementing Genesys Cloud across its international client base. By embracing AI-led innovation, Computacenter delivers superior employee experiences alongside cost efficiency and environmental sustainability — aligning with its purpose of helping customers change the world.  Asia-Pacific  Alinta Energy, one of Australia’s largest energy retailers and generators, providing electricity and gas to more than 1.1 million homes and businesses in Australia and New Zealand, evolved to Genesys Cloud. With Genesys Cloud Predictive Engagement, Web Messaging and Virtual Agents, the company drove a 3X increase in digital engagement.   Maxicare, a leading healthcare provider in the Philippines, has transformed its customer experience with the Genesys Cloud platform, reducing call abandonment rates by 73%. Maxicare plans to integrate Genesys Cloud Agent Copilot, enabling agents to quickly retrieve policy details and provide faster, more accurate responses. This transformation is a key milestone in its journey toward an omnichannel future and delivering seamless, personalised support at every stage of the patient experience.  Latin America  Neo, a leading Brazilian technology company specialising in customer experience, cybersecurity and digital platforms, empowers businesses to deliver seamless, personalised customer interactions through scalable and innovative solutions. By adopting Genesys Cloud, Neo is driving operational excellence and delivering more personalised, efficient interactions that elevate customer satisfaction and brand loyalty.   RedSalud, Chile’s largest private healthcare provider, has achieved significant milestones in its digital-first transformation through the power of the Genesys Cloud platform. By integrating AI-powered chatbots, Genesys Cloud Agent Copilot and Workforce Engagement Management, RedSalud is modernising and streamlining the customer experience. These advancements have resulted in a 20% increase in unique patient bookings, a 30% reduction in contact center costs, and notable improvements in customer satisfaction and Net Promoter Score.   Industry Recognition  Genesys continued to be recognised for its innovation in the cloud, AI and experience orchestration. Notably, Genesys was recognised as a Leader in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Serviceiii, making Genesys a 10-time Magic Quadrant Leader in that category. Additionally, Genesys was positioned by clients as a Strong Performer in the 2024 Gartner Peer Insights™ Voice of the Customer for Enterprise Conversational AI Platforms.iv Reinforcing the strength of Genesys Cloud AI, IDC positioned Genesys as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessmentv and the IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessmentvi.        Genesys continued to be recognised for the strength of its culture, earning Great Place to Work ® certification across 14 countries. Additionally, the company’s activities and commitment to driving a more sustainable future earned a third consecutive Gold Medal ranking from EcoVadis, the leading sustainability intelligence platform for global supply chains. Genesys was also named Customer Experience Partner of the Year (Technology) by Amazon Web Services (AWS) for the second consecutive year, included as a leading channel-focused cloud company in the CRN Cloud 100 and recognised for the Best Innovation in Customer Experience at Enterprise Connect 2024, in addition to other honors.      About Genesys  Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.  © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.  Janelle Dickerson Janelle.Dickerson@Genesys.com   Brands2Life Genesys@brands2life.com i Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four  ii Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period   iii Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024  Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.  iv Gartner, Voice of the Customer for Enterprise Conversational AI Platforms, Peer Contributors, 29 Nov 2024  Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.  GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT and PEER INSIGHTS is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.  v IDC, IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc # #US52047824, December 2024  vi IDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc #US51955724, March 2024