\u00a0<\/span><\/p>\nGenesys Cloud\u00a0reached\u00a0$2.8 billion\u00a0in annual recurring revenue (ARR)<\/span>i<\/span><\/sup>\u00a0<\/sup>during the quarter,\u00a0representing\u00a0growth of\u00a0nearly\u00a035%\u00a0year-over-year. Genesys Cloud net revenue retention (NRR)<\/span>ii<\/span><\/sup> again exceeded 120%, reflecting continued expansion within its customer base as organisations increasingly leverage the full platform capabilities of Genesys Cloud to modernise customer experiences and unify their front- and back-office operations. The company continued to expand its global enterprise footprint, with nearly 45% of Genesys Cloud revenue coming from outside of North America during the first quarter.<\/span>\u00a0<\/span><\/p>\n\u201cAI is moving from experimentation to enterprise scale, and organisations need strategic platforms that can orchestrate customer experiences across the business,\u201d said Tony Bates, chairman and CEO of Genesys. \u201cThe momentum we\u2019re seeing reflects growing demand for Genesys Cloud and its ability to help companies operate more efficiently, while strengthening customer loyalty through more personalised and empathetic engagement at scale.\u201d<\/span>\u00a0<\/span><\/p>\nCustomers Continue to Realise Business Value with Agentic Experience Orchestration<\/span><\/b>\u00a0<\/span><\/p>\nMore than 7,000 organisations worldwide, including <\/span>Achieve, Banco de Cr\u00e9dito del Per\u00fa,\u00a0Banco Galicia,\u00a0Latham, the Pool Company,\u00a0OSF Healthcare<\/span><\/b>,\u00a0<\/span>Panasonic Digital<\/span><\/b>,<\/span> Texas Department of Motor Vehicles<\/span><\/b>,\u00a0<\/span>TOTVS<\/span><\/b>\u00a0and\u00a0<\/span>Western\u00a0Dental\u00a0<\/span><\/b>use\u00a0Genesys Cloud to\u00a0orchestrate customer and employee experiences\u00a0across their businesses. As AI adoption accelerates, customers are increasingly using Genesys Cloud AI\u00a0to\u00a0improve\u00a0operating\u00a0efficiency,\u00a0deepen customer\u00a0loyalty\u00a0and drive measurable business outcomes.\u00a0The following customer examples\u00a0highlight that\u00a0impact:\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n\n- Utility Warehouse<\/span><\/b>, a UK multi-service utility platform, is simplifying essential services for households while\u202fscaling operations\u202fwith Genesys Cloud AI.\u202fBy deploying Genesys Cloud Agentic Virtual Agents in just three weeks and\u202fconsolidating\u202fto\u202fa single AI-powered platform, the\u202fcompany\u202fincreased\u202fits containment rates by 2X, reduced cost to service and is delivering faster, more personalised experiences.\u202f\u202f<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- Riachuelo\u00a0<\/span><\/b>increased Customer Satisfaction (CSAT) by 11 points and reduced technology\u00a0costs by 26% after unifying its apparel manufacturing,\u00a0retail\u00a0and financial services operations with Genesys Cloud AI, streamlining experiences across the business. Using capabilities including\u00a0Genesys\u00a0Cloud\u00a0Agent Copilot, Speech\u00a0and\u00a0Text Analytics,\u00a0and Workforce Engagement Management, the retailer has improved operational\u00a0efficiency with a 400% increase in productivity while reducing processing time by 75% and average\u00a0handle\u00a0time by 28%.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- CLEAResult,<\/span><\/b>\u00a0the largest provider of energy efficiency, energy transition and energy sustainability services in North America, is\u202fleveraging\u202fGenesys Cloud AI to streamline customer support and improve efficiency at scale. With Genesys Cloud\u00a0Agent\u00a0Copilot, after-call work was reduced by over 70%,\u00a0and\u202fGenesys Cloud Virtual Agent decreased call volume by 20%.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- CarMax<\/span><\/b>,\u00a0a leader in automotive retail for more than 30 years, is elevating its customer experience by using Genesys Cloud AI to support more than 7 million interactions annually. By unifying insights and integrating with CRM solutions, the company has gained deeper visibility into customer touchpoints and associate performance, driving greater efficiency, more seamless\u202fexperiences\u202fand continued innovation across the customer journey.\u202f\u202f<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- Carglass,\u00a0<\/span><\/b>a specialist in vehicle glass repair and replacement, answered 14% more customer calls, reduced repeat calls by 42% and increased outbound campaign contact rates by 13% with Genesys Cloud\u00a0AI. By unifying digital channels\u00a0including\u00a0WhatsApp with AI,\u00a0automation\u00a0and\u00a0Genesys Cloud\u00a0Workforce\u00a0Engagement\u00a0Management, the company is delivering more intelligent self-service and independent appointment booking experiences.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- Electrolux,\u00a0<\/span><\/b>one of the world\u2019s biggest home appliance manufacturers, achieved a 47-point increase in customer sentiment\u202fwhile\u202freducing overall technology costs by 70% with Genesys Cloud AI. By\u202fusing\u202fGenesys Cloud Journey Management,\u00a0Genesys Cloud\u00a0Agentic Virtual\u00a0Agent\u202fand\u00a0Genesys Cloud\u00a0Copilots\u00a0to unify voice, digital and AI into a single platform, the company is enabling efficient, loyalty-driving customer and employee experiences.\u202f<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- Ferguson\u00a0Enterprises,\u202f<\/span><\/b>North America\u2019s largest value-added distributor of essential water and air solutions, is delivering more connected experiences at scale with Genesys Cloud.\u202fBy extending\u202fexperience\u202forchestration to branch employees through Genesys Cloud Associate, the company has increased answer rates and improved satisfaction, enabling customers to quickly reach knowledgeable local experts for faster, more effective service.\u202f<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- transcosmos\u202finc.,<\/span><\/b>\u00a0a leading Asia-Pacific BPO provider, is enhancing how it delivers connected, end-to-end customer experiences with Genesys Cloud. By using AI, speech recognition and callback functionality, the company has cut average wait times in half and achieved answer rates\u00a0exceeding 90%\u00a0\u2014 while saving more than 10,000 operational hours annually through reduced after-call work.\u202f<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- Actinver\u00a0<\/span><\/b>cut abandonment rates by more than 80%, reducing them to approximately 3% by using Genesys Cloud. The financial services organisation is leveraging Genesys Cloud AI capabilities to improve operational agility, strengthen real-time decision making and deliver more efficient customer experiences with greater visibility, control and security.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
\n- TELUS Communications<\/span><\/b>, a Canadian national telecommunications company, is reducing average handle time and call transfers by 20% each through Genesys Cloud AI integration, driving measurable cost savings across service operations. Using the platform’s AI\u00a0capabilities,\u00a0including\u00a0Genesys Cloud\u00a0Predictive Routing and Genesys Cloud Agent Copilot, TELUS is helping simplify complex service journeys, reduce customer\u00a0friction\u00a0and connect people to the right resources faster.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n
Recognition for Workplace Excellence and Inn<\/span><\/b>ovation<\/span><\/b>\u00a0<\/span><\/p>\nDuring the quarter, Genesys continued to earn global recognition for its innovation, culture and leadership in AI-Powered Experience Orchestration. Great Place To Work\u00ae recognised Genesys across multiple regions, with honors including Best Workplaces in Canada, Spain, Germany, Mexico, the United Kingdom, the United Arab Emirates and the Kingdom of Saudi Arabia. Genesys Ireland was recognised as a Best Workplace for Women, as well as a Best Workplace for Health and Wellbeing; Genesys Mexico was also recognized as a Best Workplace for Women. In Canada, Genesys was recognised as a Best Workplace for Mental Wellness, while in Germany the company was named among the Best Workplaces in Information Technology. In the United States, Genesys was named to the <\/span>Fortune Best Large Workplaces in the Bay Area 2026<\/span><\/a>\u00a0list.<\/span>\u00a0<\/span><\/p>\nAdditionally, Genesys was named to\u00a0<\/span>G2\u2019s 2026 Best Software Awards<\/span><\/a> for both Best Agentic AI Software and Best Customer Service Software. The recognition reflects strong customer feedback and market leadership for the Genesys Cloud platform, reinforcing Genesys momentum in helping organisations deliver AI-Powered Experience orchestration at scale.<\/span>\u00a0<\/span><\/p>\nAbout Genesys\u00a0\u00a0<\/span><\/b>\u00a0<\/span><\/p>\nGenesys\u00ae<\/sup> empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. 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, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com\/en-gb.\u00a0\u00a0\u00a0\u00a0 <\/span>\u00a0<\/span><\/p>\n\u00a9 2026 Genesys. All rights reserved. Genesys, the Genesys\u00a0logo\u00a0and Genesys Cloud are trademarks, service\u00a0marks\u00a0and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\nMedia Contacts<\/strong><\/p>\nSarah Logan<\/span>
\nsarah.logan@genesys.com<\/span><\/p>\nBrands2Life<\/span>
\ngenesys@brands2life.com<\/span><\/p>\n\u00a0<\/p>\n
i<\/span><\/span><\/sup>\u00a0<\/sup>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>\u00a0<\/span><\/p>\nii<\/span><\/span>\u00a0<\/span><\/span><\/sup>Over last 12 fiscal quarters. Genesys Cloud NRR refers to Genesys Cloud net revenue retention. Genesys defines the cohort for Genesys Cloud NRR as the customers that generated revenue in the corresponding prior year fiscal quarter. For this cohort of customers, Genesys calculates Genesys Cloud NRR by comparing the percentage of Genesys Cloud revenue retained in the current trailing twelve-month period to the Genesys Cloud revenue from the corresponding prior year trailing twelve-month period.<\/span><\/span>\u00a0<\/span><\/p>\n\u00a0<\/span><\/p>\n"}],"pr_related_news":"auto","pr_promo_resource":"post","pr_promo_new_tab":false},"news_date":"","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/628774","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\/824"}],"version-history":[{"count":1,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/628774\/revisions"}],"predecessor-version":[{"id":628777,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/628774\/revisions\/628777"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/607133"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=628774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}