London, 9 Sept. 2025 \u2014 Genesys\u00ae kicked off Xperience 2025, the premier customer experience (CX) event of the year, by showcasing agentic AI innovations that are redefining the future of CX and enabling organisations to deliver more meaningful engagement and lasting loyalty. The momentum behind Genesys was further underscored by the company\u2019s second quarter fiscal year 2026 (May 1\u2013July 31, 2025) results: Genesys Cloud annual recurring revenue (ARR) reached nearly $2.2 billion, growing nearly 35% year-over-year. Genesys Cloud AI ARR exceeded $250 million, growing nearly 2X the pace of Genesys Cloud ARR during the quarter. Meanwhile, the number of Genesys Cloud customers using at least one Genesys Cloud AI capability exceeded 55% during the period, as organisations worldwide accelerate their orchestration strategies with more intelligent, AI-powered capabilities. <\/p>\n","protected":false},"author":824,"featured_media":0,"template":"","class_list":["post-592280","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"09\/09\/2025","utm_pass":false,"asset_expiration":"","pr_heading":"Genesys Announces Strong Second Quarter Fiscal Year 2026 Momentum and Advances Agentic AI for the Experience Economy at Xperience 2025 ","pr_subheading":"
London, 9 Sept. 2025<\/span><\/b> \u2014 <\/span>Genesys<\/span><\/a>\u00ae <\/sup>kicked off Xperience 2025, the premier customer experience (CX) event of the year, by showcasing agentic AI innovations that are redefining the future of CX and enabling organisations to deliver more meaningful engagement and lasting loyalty. The<\/span> momentum behind Genesys was further underscored by the company\u2019s <\/span>second quarter fiscal year 2026 <\/span>(May 1<\/span>\u2013<\/span>July 31, 2025) results: Genesys Cloud annual recurring revenue (ARR)<\/span>i<\/span><\/sup> reached nearly <\/span>$2.2 billion, growing nearly 35% year-over-year.<\/span> Genesys Cloud AI ARR exceeded $250 million, growing nearly 2X the pace of Genesys Cloud ARR during the quarter. Meanwhile, the number of Genesys Cloud customers using at least one Genesys Cloud AI capability exceeded 55% during the period, as organisations worldwide accelerate their orchestration strategies with more intelligent, AI-powered capabilities.<\/span>\u00a0<\/span><\/p>\n The Genesys Cloud\u2122 platform continued to drive strong customer adoption; net revenue retention (NRR)<\/span>ii<\/span><\/sup> exceeded 120% on average over the last four quarters. <\/span>Genesys secured two eight-figure annual contract value (ACV) deals in the quarter, one with a top 10 global bank<\/span>iii<\/span><\/sup> resulting in the second-largest deal in Genesys Cloud history and representing a total contract value (TCV) of more than $45 million. Wins in the quarter also included a high-seven-figure ACV deal with a Fortune 20 financial services firm, similarly exceeding $45 million in TCV.\u00a0<\/span>\u00a0<\/span><\/p>\n \u201cThe pace of change in business is undeniable, but what inspires me is how our customers are embracing it,\u201d said Tony Bates, chairman and CEO of Genesys. \u201cThey see Genesys as the partner that can unify every experience across the enterprise, turning complexity into clarity which is reinforced by our continued momentum.\u201d<\/span>\u00a0<\/span><\/p>\n Bates continued, \u201cOur vision has always been to bring every end-to-end experience together in a deeply personalised, empathetic way. The innovations we\u2019re announcing today show how we\u2019re making that a reality to help organisations move with confidence into the future. This is how Genesys is turning vision into impact and preparing organisations for the era of agentic AI experience orchestration.\u201d<\/span>\u00a0<\/span><\/p>\n Ushering in the Future of Agentic Universal Orchestration\u00a0\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n Genesys Cloud continues to usher in the future of agentic-powered orchestration through advanced AI capabilities that customers are utilising to transform customer and employee experiences. During the quarter: <\/span>\u00a0<\/span><\/p>\n New innovations announced at Xperience will enable organisations to orchestrate experiences more intelligently and unlock new levels of operational efficiency, while turning every interaction into an opportunity to build trust, deepen connections and accelerate growth.<\/span>\u00a0<\/span><\/p>\n Expanding the Genesys\u202fCloud platform\u2019s conversational, generative and predictive AI, Genesys <\/span>unveiled <\/span>advanced agentic AI agents<\/span><\/a>iv<\/span><\/sup> for Genesys Cloud to help organisations orchestrate customer and employee experiences across enterprise platforms and teams.<\/span> These new capabilities will enhance Genesys Cloud Copilots and Virtual Agents with greater autonomy, contextual awareness and built-in support for <\/span>Agent-to-Agent Collaboration (A2A) and Model Context Protocol (MCP).<\/span>\u00a0<\/span><\/p>\n Genesys also announced new capabilities for <\/span>Genesys Cloud Work Automation and introduced Genesys Cloud Associate<\/span>v<\/span><\/sup>, designed to bridge the divide between the fr<\/span>ont and back office. With end-to-end case management and expanded tools for employees beyond the contact center, this launch equips organisations for agentic-powered operations where AI autonomously coordinates tasks across departments, automates workflows and partners with employees to help drive efficiency and customer loyalty.<\/span>\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n Genesys Expands Strategic Partnership with ServiceNow\u00a0\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n Today at Xperience 2025, Genesys announced an <\/span>expanded strategic partnership<\/span><\/a> with ServiceNow\u00ae<\/sup>. Together, they will deliver new Agent2Agent (A2A) orchestration, enabling customers to self-serve across the enterprise by making it possible for AI agents to autonomously collaborate on interactions and tasks, fueling greater operational efficiency and consumer loyalty.<\/span>vi<\/span>\u00a0<\/span><\/sup>\u00a0<\/span><\/p>\n Genesys Customers Take Center Stage<\/span><\/b>\u00a0<\/span><\/p>\n Honouring customers <\/span>showcasing the impact of experience orchestration<\/span>, Genesys announced the winners of its <\/span>Orchestrators Innovation Awards<\/span><\/a>.<\/span> This year\u2019s winners include Aterian, Computacenter, emtelco, ENGIE, Harambee, IONOS and Lighthouse Works.<\/span> Additionally, this year\u2019s honorees included visionary leaders making exceptional contributions to their organisations\u2019 customer and employee experiences. <\/span>\u00a0<\/span><\/p>\n Genesys customers continue to redefine engagement, driving transformation from the inside out, and setting new standards for their industries. Enabling them to further push the boundaries of what is possible, Genesys unveiled the <\/span>Genesys Orchestrators\u2122 programme<\/span><\/a> \u2014 a transformative new programme designed to empower customer experience professionals with the knowledge, resources, community and credentials they need to accelerate the future of CX through AI.<\/span>\u00a0<\/span><\/p>\n Forward-Looking Statements<\/span><\/b>\u00a0<\/span><\/p>\n Statements 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.<\/span>\u00a0<\/span><\/p>\n About Genesys<\/span><\/b>\u00a0<\/span><\/p>\n Genesys\u00ae<\/sup> empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.\u00a0 With agentic AI at its core, Genesys Cloud\u2122 is the AI-Powered Experience Orchestration Platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <\/span>www.genesys.com<\/span><\/b><\/a>.<\/span>\u00a0<\/span><\/p>\n\n
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