Working toward a better future
Read the full Genesys 2022 Sustainability Report and learn about how our commitment to sustainability contributes to a better future for our planet.
“I’m proud to share that our commitment at Genesys to enterprise sustainability remains visible. We have made substantial gains in each pillar since launching our formal goals in FY21.
Two external agencies that measure the efficacy of corporate sustainability initiatives have recognized Genesys, establishing us as a leader in this area. EcoVadis awarded Genesys a Gold medal rating, placing the company in the top 5% of more than 100,000 companies EcoVadis assessed. And the Carbon Disclosure Project ranked Genesys among the top companies in the customer experience industry with a B grade, representing an improvement of two levels in just one year.”
— Tony Bates, Chairman and CEO, Genesys
FY23 At a Glance
OurBusiness
- Billions of remarkable customer and employee experiences
- More than 7,000 customers across 100+ countries
- More than 50 of the Fortune 100 companies are Genesys customers
- Over $2 billion total revenue in fiscal year 2023
- Revenues of over $835 million for our Genesys Cloud platform, an increase of 54% year over year
- More than 400 customers with greater than $1 million annual recurring revenue, including 200 Genesys Cloud platform customers
- Strong profitability, delivering mid-20s Adjusted EBITDA margin
OurProducts
- 850,000+ customer service agents use our cloud platforms
- 2,015 issued and pending patents
- 99.996% availability for our Genesys Cloud platform
OurRecognition
- A Leader in The Forrester Wave™: Contact Center as a Service, Q1 2023
- Finalist for CRN’s Tech Innovator Awards
- Gold Medal Ecovadis Rating
- Great Place to Work certification
OurWorkforce
- 6,000+ employees
- 29.8% women
- 24.5% underrepresented groups
OurImpact
- 8% organic GHG emissions reduction since FY22
- Over 40 million charitable organisation experiences** via the Genesys Cloud platform
Guided by our values
Our “One Genesys” value is 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.
We have spent the last two years building a strong sustainability foundation that is rooted in empathy, inclusion, engagement and innovation. We are now focused on ensuring we not only meet but surpass our goals.
— 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
Minimise our impact on the planet
Our 2030 goal:
Become carbon neutral
FY23 Progress:
8% reduction in greenhouse gas (GHG) emissions compared to FY22 (24% reduction since FY21 baseline)
Implementation of Green Travel Policy
Leadership in Energy and Environmental Design (LEED) office certification
Commitment to Science Based Targets Initiative (SBTi)
Social
Improve people’s lives
Our 2030 goal:
Touch the lives of 100 million people in need with our products annually
Employ a workforce as diverse as the communities in which we work
FY23 Progress:
24.5% of US employees from underrepresented groups (up from 20% in Fy21)
29.8% of leadership roles held by women (up from 25% in FY21)
46 million experiences orchestrated to positively impact lives
Governance
Ethical, profitable and resilient practices
Our 2030 goal:
Maximise availability and compliance
FY23 Progress:
99.996% availability in FY23
Genesys annual emissions
Goal: carbon neutral by 2030
“Annual emissions” means Genesys’ Scope 1, Scope 2, and Scope 3 emissions identified, estimated, and quantified to date. FY21 Scope 1 emissions were revised in FY23 to reflect improved data availability and accuracy. Scope 2 data is location-based. Scope 3 emissions from supplier operations are excluded from Genesys’ inventory boundary. Genesys continues to refine its GHG accounting methods and anticipates these calculations will fluctuate as a result.
See 2022 Sustainability Report for additional information.
Read our greenhouse gas emissions verification statement from our third-party auditor, Apex.
Our Genesys goal
By 2030, positively impact the lives of 100 million people in need annually
Genesys is passionate about creating positive experiences for charitable organisations through our Genesys Cloud platform. We aspire to orchestrate 100 million experiences a year by 2030.
* Call or digital interactions on Genesys Cloud platforms for charitable organizations
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:
Measuring your consumption creates awareness and saves energy and money.
— Peter Meert, Senior Solutions Consultant, EMEA, Genesys
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.
We volunteer for Heartfulness Institute. This helps people to develop spiritually, and in turn, think to avoid wasting material resources.
— Hariharan Nagarajan, Sr. Technical Support Engineer, APAC, Genesys
I am passionate about living in an environmentally responsible way and I couldn’t wait to join a group of like-minded colleagues.
— Lauren Miller, Business Consultant, Global SBCS and IND, NA, Genesys
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.
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
Genesys uses artificial intelligence (AI) to deliver empathetic experiences for customers and employees at scale. AI and automation tools make contact centre agents’ jobs easier — growing customer loyalty and boosting revenue along the way. Over the past year, new forms of AI, including large language models (LLMs), have received significant interest because of the exciting possibilities and ethical questions they present. Genesys is committed to ensuring our AI technology is built, used and applied in ways that are responsible and fair.
In 2022, we formed a broader AI and Ethics Roundtable, representing teams who create our AI models, including data scientists, researchers and engineers. The roundtable also includes experts from our marketing, product management and legal departments, whose main objective is to communicate our AI Ethics Guidelines to partners, customers and employees. We have evolved our guidelines to align with our core values. Our updated guidelines include:
Building on the work of the AI and Ethics Roundtable in 2021 and 2022, we have evolved the Genesys AI Ethics Guidelines to align with our core values. We believe it’s critical that the endless value creation opportunities AI offers are considered together with empathy toward users (customers and agents). We also believe that applications of AI must provide a sufficient level of transparency, measure and reduce bias where possible, and build on privacy as a core principle.
Our efforts toward ethical AI resulted in the creation of a cross-functional Genesys AI Ethics Board, which is responsible for the Genesys AI governance framework and tasked with ensuring that we, as a company, are ahead of the rapidly evolving AI regulations worldwide. This proactive approach has proven very effective, especially in light of very recent growth in popularity of LLMs through applications like ChatGPT, which raise many key questions about AI Ethics, handling personal data and explainability.
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 centres, 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 centre 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.
Supporting Inclusive Communities
Our employee-led inclusion groups create and foster supportive communities within the workplace. These groups come together to promote a common cause, build community, and increase cultural awareness across our company. Our inclusion groups are:
These partnerships help strengthen local economies, increase our diverse talent pipeline, and help us reach our goal of touching one million lives by 2030.
About Our Sustainability Report
The metrics on this page are excerpted from our 2022 sustainability report, which includes updates on our sustainability strategy, performance, and related metrics, and should be read in conjunction with the full 2022 sustainability report covering our fiscal year 2023, which is the period from February 1, 2022, to January 31, 2023, with additional information on activities, where appropriate, through May 2023. Unless indicated or the context requires otherwise, all metrics cover our fiscal year 2023.
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 materialise, 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; technological advances or innovations; 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 2022 sustainability report, unless otherwise indicated, and we undertake no obligation to update these forward-looking statements to reflect subsequent events or circumstances.
