{"id":565171,"date":"2025-04-02T06:49:23","date_gmt":"2025-04-02T13:49:23","guid":{"rendered":"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/genesys-customers-continue-to-extend-cloud-and-ai-capabilities-to-realise-new-levels-of-experience-orchestration-in-fiscal-year-2025"},"modified":"2025-04-02T07:06:59","modified_gmt":"2025-04-02T14:06:59","slug":"genesys-customers-continue-to-extend-cloud-and-ai-capabilities-to-realise-new-levels-of-experience-orchestration-in-fiscal-year-2025","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-customers-continue-to-extend-cloud-and-ai-capabilities-to-realise-new-levels-of-experience-orchestration-in-fiscal-year-2025","title":{"rendered":"Genesys Customers Continue to Extend Cloud and AI Capabilities to Realise New Levels of Experience Orchestration in Fiscal Year 2025"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text css=”” el_class=”pre_h1″]2 April 2025[\/vc_column_text][vc_column_text css=””]<\/p>\n

Genesys Customers<\/span> Continue to<\/span> Extend Cloud and AI Capabilities to Realise New Levels of Experience Orchestration<\/span> in Fiscal Year 2025<\/span><\/span>\u00a0<\/span><\/h1>\n

Genesys Cloud ARR <\/span>r<\/span>eache<\/span>d<\/span> nearly <\/span>$1.<\/span>9<\/span> billion<\/span> in <\/span>the fourth quarter<\/span> and NRR exceeds 120% for <\/span>the last <\/span>12<\/span> fiscal<\/span> quarters\u00a0<\/span><\/span>\u00a0<\/span><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text css=””]London, 2 April 2025 \u2013 <\/span><\/b>Genesys<\/span><\/a>\u00ae, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys <\/span>Cloud\u2122 platform reached nearly $1.9 billion annual recurring revenue (ARR)<\/span>i<\/span><\/sup> during the fourth quarter of the company\u2019s fiscal year 2025 (Nov. 1, 2024 \u2013 Jan. 31, 2025). Demand for Genesys Cloud AI continued to drive momentum, representing more than 10% of the platform\u2019s new business for the full fiscal year. Genesys Cloud net revenue retention (NRR)<\/span>ii<\/span><\/sup> exceeded 120% for the last 12 fiscal quarters, demonstrating customers\u2019 continued expansion in use of the Genesys Cloud platform to achieve new levels of experience orchestration. <\/span>\u00a0<\/span><\/p>\n

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.<\/span> 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.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

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,<\/span> 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.<\/span>\u00a0<\/span><\/p>\n

\u201cAI is a transform<\/span>ative technology that is reshaping customer connections and providing organisations opportunity to deliver significant business value,\u201d said Tony Bates, chairman and CEO of Genesys. \u201cEnterprises 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.\u201d<\/span>\u00a0<\/span><\/p>\n

Enabling Customer Success<\/span><\/b>\u00a0<\/span><\/p>\n

During the company\u2019s 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, <\/span>the company reached more than 200 joint wins of <\/span>CX Cloud from Genesys and Salesforce since the solution launched.<\/span> As of 31 January 2025, more than 6,500 organisations around the world, including <\/span>Uber, Prudential Financial, Global Payments, Rabobank, Purdue University, San Diego Humane Society, Indiana Department of Workforce Development, Toyota Deutschland, <\/span><\/b>Banco de Cr\u00e9dito e Inversiones S.A. (BCI)<\/span><\/b> and <\/span>Lifeline <\/span><\/b>use Genesys Cloud to elevate their customer and employee experiences at scale.\u00a0<\/span>\u00a0<\/span><\/p>\n

Highlighted customer success includes:<\/span>\u00a0<\/span><\/p>\n

North America\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n