{"id":558673,"date":"2025-02-26T02:27:00","date_gmt":"2025-02-26T10:27:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&#038;p=558673"},"modified":"2025-02-26T02:29:37","modified_gmt":"2025-02-26T10:29:37","slug":"organisations-continue-to-choose-genesys-cloud-ai-to-transform-customer-and-employee-experiences-in-the-third-quarter-of-fiscal-year-2025","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/organisations-continue-to-choose-genesys-cloud-ai-to-transform-customer-and-employee-experiences-in-the-third-quarter-of-fiscal-year-2025","title":{"rendered":"Organisations Continue to Choose Genesys Cloud AI to Transform Customer and Employee Experiences in the Third Quarter of Fiscal Year 2025"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1572299908147{padding-bottom: 0px !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text css=&#8221;&#8221; el_class=&#8221;pre_h1&#8243;]12 December 2024[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1><span class=\"TextRun SCXW208828404 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW208828404 BCX0\">Organisations <\/span><span class=\"NormalTextRun SCXW208828404 BCX0\">Continue to <\/span><span class=\"NormalTextRun SCXW208828404 BCX0\">Choose<\/span><span class=\"NormalTextRun SCXW208828404 BCX0\"> Genesys Cloud AI to Transform Customer <\/span><span class=\"NormalTextRun SCXW208828404 BCX0\">and Employee <\/span><span class=\"NormalTextRun SCXW208828404 BCX0\">Experiences<\/span><span class=\"NormalTextRun SCXW208828404 BCX0\"> in the Third Quarter of Fiscal Year 2025<\/span><\/span><span class=\"EOP SCXW208828404 BCX0\" data-ccp-props=\"{&quot;335551550&quot;:2,&quot;335551620&quot;:2}\">\u00a0<\/span><\/h1>\n<h2><span class=\"TextRun SCXW55412788 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW55412788 BCX0\">Genesys<\/span><span class=\"NormalTextRun SCXW55412788 BCX0\"> momentum fueled by increased <\/span><span class=\"NormalTextRun SCXW55412788 BCX0\">customer <\/span><span class=\"NormalTextRun SCXW55412788 BCX0\">demand for AI capabilities<\/span><\/span><span class=\"EOP SCXW55412788 BCX0\" data-ccp-props=\"{&quot;335551550&quot;:2,&quot;335551620&quot;:2}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=&#8221;.vc_custom_1572297878492{padding-top: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<b><span data-contrast=\"none\">SAN FRANCISCO, 12 December 2024 \u2014\u00a0<\/span><\/b> <a href=\"http:\/\/www.genesys.com\/\"><span data-contrast=\"none\">Genesys<\/span><\/a><span data-contrast=\"none\">\u00ae<\/span><span data-contrast=\"none\">, a global cloud leader in AI-Powered Experience Orchestration, today announced that the <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/genesys-cloud\"><span data-contrast=\"none\">Genesys Cloud\u2122 platform<\/span><\/a><span data-contrast=\"auto\"> reached nearly $1.8 billion annual recurring revenue (ARR)<\/span><sup><span data-contrast=\"auto\">i<\/span><\/sup><span data-contrast=\"none\"> during the third quarter of its fiscal year 2025 (Aug. 1 \u2013 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. <\/span><span data-contrast=\"auto\">Genesys Cloud net revenue retention (NRR)<\/span><sup><span data-contrast=\"auto\">ii<\/span><\/sup><span data-contrast=\"auto\"> 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\u2019s new business during the first nine months of fiscal year 2025, as organisations seek to harness the power of the Genesys Cloud platform to transform customer and employee experiences.\u00a0\u00a0 <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The customer experience (CX) industry is undergoing a significant period of transformation, as organisations shift to the cloud to take advantage of its flexibility, resilience and ease of innovation. This transformation comes as organisations 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, organisations can move beyond automation and orchestrate experiences that reshape customer and employee engagement. <\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">More than 6,000 organisations have turned to Genesys Cloud to elevate their customer and employee experiences to new heights, including <\/span><b><span data-contrast=\"none\">AAA Life Insurance Company, <\/span><\/b><b><span data-contrast=\"auto\">Bradesco Seguros, Enablx, ESPN, Greenpeace Africa, IBEX, Indiana University Health, MAF Carrefour, Michigan State University, Pizza Pizza, Ra\u00edzen, Vitamin Shoppe, Vodafone Greece <\/span><\/b><span data-contrast=\"auto\">and more.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">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 organisations seeking to enable their employees with generative AI-based tools to drive efficiency and performance.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Highlighted customer stories include:<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">ESPN<\/span><\/b><span data-contrast=\"auto\"> 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 organisation receives every day. Genesys Cloud provides the network needed to care for all ESPN fans, at the speed of live.<\/span><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Butterball<\/span><\/b><span data-contrast=\"auto\">, the best known and most loved<\/span><sup><span data-contrast=\"auto\">iii<\/span><\/sup><span data-contrast=\"auto\"> brand of turkey in the US, is committed to helping people pass love on. Its iconic Turkey Talk-Line uses the Genesys Cloud CX\u00ae 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.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">IONOS Group<\/span><\/b><span data-contrast=\"auto\">, 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%.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Siam Commercial Bank (SCB)<\/span><\/b><span data-contrast=\"auto\">, the first commercial bank in Thailand, has significantly enhanced its customer experience by implementing Genesys Cloud CX. By leveraging Genesys, SCB has realised ROI from optimised 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\u2019s position as a leader in Thailand\u2019s banking industry. <\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Narayana Health<\/span><\/b><span data-contrast=\"auto\">, one of India\u2019s leading healthcare providers, revolutionised 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 personalised, high-quality care to over 4.2 million patients annually.\u00a0 <\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">eir<\/span><\/b><span data-contrast=\"auto\">, 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 summarisation and wrap-code predictions, eir has successfully reduced average handle time by over a minute and shortened agent training and onboarding periods.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Swisscom AG<\/span><\/b><span data-contrast=\"auto\">, Switzerland\u2019s 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.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Prvidr,<\/span><\/b><span data-contrast=\"auto\"> a leading Australian Customer Lifecycle Management Platform, empowers businesses to launch, monetise 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.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"none\">Industry Recognition<\/span><\/b><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">\u00a0Genesys continues to receive significant industry recognition, including:\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;335557856&quot;:16777215,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Genesys was recognised as a Leader in the 2024 Gartner\u00ae Magic Quadrant\u2122 for Contact Center as a Service, positioned highest for its Ability to Execute. This makes Genesys a 10-time Magic Quadrant Leader.<\/span><sup><span data-contrast=\"auto\">iv<\/span><\/sup><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Genesys was also recognised in the Gartner Critical Capabilities Report, where the company is the highest-ranked vendor in three of five Use Cases. Genesys received the highest scores for Customer Engagement Center (4.04\/5), Agile Contact Center (3.97\/5) and Global Contact Center (4.14\/5). The company received the second highest scores in the remaining two, High-Volume Customer Call Center (3.95\/5) and Digital Customer Service Center (3.83\/5). Genesys attributes its recognition across all five Use Cases to its ability in meeting the diverse needs of organisations, regardless of size, complexity or geography.<\/span><sup><span data-contrast=\"none\">v<\/span><\/sup><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Genesys has been positioned as a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics Vendor Assessment.<\/span><sup><span data-contrast=\"auto\">vi<\/span><\/sup> <span data-contrast=\"auto\">The report noted, \u201cGenesys\u2019 customers appreciated the ability to manage and leverage a wide set of customer data in one place via the Genesys Cloud CX platform, as well as the ease of integration and ease of use of its omni-channel capabilities. The company is using its recent acquisition of Radarr to further unify and personalise customer journeys by combining Radarr\u2019s social listening, analytics, and consumer engagement technologies with existing Genesys Cloud CX platform capabilities.\u201d <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">For the second consecutive year, Genesys was recognised by Amazon Web Services (AWS) as Customer Experience Partner of the Year (Technology). The award recognises leaders around the globe that are playing key roles in helping their customers drive innovation and build solutions on AWS. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Genesys Cloud CX earned a <\/span><a href=\"https:\/\/solutions.trustradius.com\/vendor-blog\/2025-buyers-choice-winners\/\"><span data-contrast=\"none\">2025 Buyer\u2019s Choice Award<\/span><\/a><span data-contrast=\"auto\"> from TrustRadius, a trusted buyer intelligence platform for business technology.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">G2, a trusted and influential marketplace for software buyers, sellers and service providers, recognized Genesys in multiple areas, including as a Top 50 AI Products; a Top 50 Contact Center Service Provider; a leader for Contact Center across America, APAC, LATAM and EMEA; Best of for Relationship and Usability; and as Most Likely to Be Recommended by Users across segments.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"7\" data-aria-level=\"1\"><span data-contrast=\"none\">Genesys was <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-earns-2024-great-place-to-work-certification\"><span data-contrast=\"none\">recognized as a Great Place to Work<\/span><\/a><span data-contrast=\"none\">\u00ae<\/span><span data-contrast=\"none\"> across 14 countries in 2024, with approximately 90% of its employees surveyed believing the company to be a great place to work.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><b><span data-contrast=\"none\">About Genesys<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">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\u202f<\/span><a href=\"http:\/\/www.genesys.com\/\"><span data-contrast=\"none\">www.genesys.com<\/span><\/a><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">\u00a9 2024 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.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><strong>Media Contacts\u00a0<\/strong><\/p>\n<p><span data-contrast=\"none\">Janelle Dickerson<\/span><br \/>\n<a href=\"mailto:Janelle.Dickerson@Genesys.com\"><span data-contrast=\"none\">Janelle.Dickerson@Genesys.com<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Method Communications<\/span><br \/>\n<a href=\"mailto:Genesys@Methodcommunications.com\"><span data-contrast=\"none\">Genesys@Methodcommunications.com<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><sup><span class=\"TextRun BlobObject DragDrop SCXW44128067 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"Superscript SCXW44128067 BCX0\" data-fontsize=\"10\">i<\/span><\/span><\/sup><span class=\"TextRun SCXW44128067 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW44128067 BCX0\" data-ccp-parastyle=\"endnote text\">\u00a0<\/span><\/span><span class=\"TextRun SCXW44128067 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW44128067 BCX0\" data-ccp-parastyle=\"endnote text\">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<\/span><\/span><span class=\"EOP SCXW44128067 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><sup><span class=\"TextRun BlobObject DragDrop SCXW261489101 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"Superscript SCXW261489101 BCX0\" data-fontsize=\"10\">ii<\/span><\/span><\/sup><span class=\"TextRun SCXW261489101 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW261489101 BCX0\" data-ccp-parastyle=\"endnote text\">\u00a0<\/span><\/span><span class=\"TextRun SCXW261489101 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW261489101 BCX0\" data-ccp-parastyle=\"endnote text\">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<\/span><\/span><span class=\"EOP SCXW261489101 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><sup><span class=\"TextRun BlobObject DragDrop SCXW138584608 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"Superscript SCXW138584608 BCX0\" data-fontsize=\"10\">iii<\/span><\/span><span class=\"TextRun SCXW138584608 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW138584608 BCX0\" data-ccp-parastyle=\"endnote text\">\u00a0<\/span><\/span><\/sup><span class=\"TextRun SCXW138584608 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW138584608 BCX0\" data-ccp-parastyle=\"endnote text\">Source: 2023 Kantar Brand Tracking Oct 2023 n=351<\/span><\/span><span class=\"EOP SCXW138584608 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><sup><span class=\"TextRun BlobObject DragDrop SCXW206037367 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"Superscript SCXW206037367 BCX0\" data-fontsize=\"10\">iv<\/span><\/span><\/sup><span class=\"TextRun SCXW206037367 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW206037367 BCX0\" data-ccp-parastyle=\"endnote text\">\u00a0<\/span><\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\"><span class=\"TextRun Underlined SCXW206037367 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW206037367 BCX0\" data-ccp-charstyle=\"Hyperlink\">Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024<\/span><\/span><span class=\"EOP SCXW206037367 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/a><\/p>\n<p><sup><span data-contrast=\"auto\">v<\/span><\/sup><span data-contrast=\"auto\">\u00a0<\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/critical-capabilities-for-contact-center-as-a-service?ost_tool=blog&amp;ost_campaign=ft-blog\"><i><span data-contrast=\"none\">Gartner, Critical Capabilities for Contact Center as a Service, Megan Fernandez, Drew Kraus, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024<\/span><\/i><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"none\">Gartner Disclaimer<\/span><\/i><br \/>\n<i><span data-contrast=\"none\">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\u2019s 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.<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"none\">GARTNER is a registered trademark and service mark of Gartner, Inc. and\/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and\/or its affiliates and are used herein with permission. All rights reserved.<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><sup><span class=\"TextRun BlobObject DragDrop SCXW238923095 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"Superscript SCXW238923095 BCX0\" data-fontsize=\"10\">vi<\/span><\/span><\/sup><span class=\"TextRun SCXW238923095 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW238923095 BCX0\" data-ccp-parastyle=\"endnote text\">\u00a0<\/span><\/span><span class=\"TextRun SCXW238923095 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW238923095 BCX0\" data-ccp-parastyle=\"endnote text\">IDC,\u00a0<\/span><\/span><span class=\"TextRun SCXW238923095 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW238923095 BCX0\" data-ccp-parastyle=\"endnote text\">IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment, Doc #US52047824, December 2024\u00a0\u00a0<\/span><\/span><span class=\"EOP SCXW238923095 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>SAN FRANCISCO, 12 December 2024 \u2014  Genesys\u00ae, a global cloud leader in AI-Powered Experience Orchestration, today announced that the Genesys Cloud\u2122 platform reached nearly $1.8 billion annual recurring revenue (ARR)i during the third quarter of its fiscal year 2025 (Aug. 1 \u2013 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\u2019s new business during the first nine months of fiscal year 2025, as organisations seek to harness the power of the Genesys Cloud platform to transform customer and employee experiences.    <\/p>\n","protected":false},"author":942,"featured_media":0,"template":"","class_list":["post-558673","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"12\/12\/2024","utm_pass":false,"asset_expiration":"","disable_chat":false,"no_index":false,"no_follow":false,"meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","enable_external_utm":false},"news_date":"2024-12-12","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/558673","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/942"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/558673\/revisions"}],"predecessor-version":[{"id":558971,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/558673\/revisions\/558971"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=558673"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}