LONDON \u2014 2 Sept. 2026 \u2014\u00a0Genesys\u00ae, a global leader in agentic orchestration\u00a0for customer experience\u00a0(CX),\u00a0today kicked off Xperience 2026\u00a0with strong business momentum and new Genesys Cloud\u2122 platform\u00a0innovations that help enterprises scale agentic AI across the customer journey.\u00a0During the\u00a0second quarter fiscal year 2027 (May\u00a01\u2013July 31, 2026)\u00a0Genesys Cloud\u00a0reached\u00a0nearly\u00a0$2.9 billion\u00a0in annual recurring revenue (ARR)i, up more than 30% year over year.\u00a0As\u00a0customers expand their use of AI,\u00a0Genesys Cloud AI ARR reached\u00a0more than $400\u00a0million,\u00a0with a year-over-year growth rate more than 2X that of Genesys Cloud ARR.\u00a0Net revenue retention (NRR)ii remained above\u00a0120%\u00a0for\u00a0more than 12\u00a0consecutive quarters, reflecting continued customer adoption and expansion.\u00a0\u00a0<\/p>\n","protected":false},"author":824,"featured_media":639229,"template":"","class_list":["post-639993","announcements","type-announcements","status-publish","has-post-thumbnail","hentry"],"acf":{"news_date":"09\/02\/2026","utm_pass":false,"asset_expiration":"","pr_subheading":"
Company\u00a0<\/span>expands Genesys Cloud\u00a0<\/span>capabilities and ecosystem to help enterprises put agentic AI to work across the customer journey\u00a0<\/span><\/span>\u00a0<\/span><\/em><\/p>\n","disable_chat":false,"no_index":false,"no_follow":false,"disable_next_steps":false,"display_desc":false,"title_align":"left","pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":" LONDON \u2014 Sept. 2, 2026 \u2014 <\/strong>Genesys<\/span><\/a>\u00ae<\/sup>, a global leader in agentic orchestration\u00a0for customer experience\u00a0(CX),\u00a0today kicked off Xperience 2026<\/span>\u00a0<\/span>with strong business momentum and new Genesys Cloud\u2122 platform\u00a0innovations that help enterprises scale agentic AI across the customer journey.\u00a0During the\u00a0second quarter fiscal year 2027 (May\u00a01\u2013July 31, 2026)\u00a0Genesys Cloud\u00a0reached\u00a0nearly\u00a0$2.9 billion\u00a0in annual recurring revenue (ARR)<\/span>i<\/span><\/sup>, up more than 30% year over year.\u00a0As\u00a0customers expand their use of AI,\u00a0Genesys Cloud AI ARR reached\u00a0more than $400\u00a0million,\u00a0with a year-over-year growth rate more than 2X that of Genesys Cloud ARR.\u00a0Net revenue retention (NRR)<\/span>ii <\/span><\/sup>remained above\u00a0120%\u00a0for\u00a0more than 12\u00a0consecutive quarters, reflecting continued customer adoption and expansion.\u00a0<\/span>\u00a0<\/span><\/p>\n That momentum is reflected\u00a0in\u00a0the\u00a0company\u2019s broader financial performance, with\u00a0total\u00a0revenue growth of\u00a0more\u00a0than 20% year-over-year for the first half of fiscal year\u00a02027.<\/span>iii<\/span><\/sup>\u00a0Genesys was highly profitable during\u00a0the\u00a0same period, with greater than 30% GAAP and non-GAAP operating\u00a0margins, and\u00a0generated more than $500 million\u00a0of free cash flow<\/span>iv<\/span><\/sup>\u00a0during the 6-month period, fueling continued investment in innovation.\u00a0\u00a0<\/span><\/p>\n \u201cAgentic AI is changing how companies operate around the customer,\u201d said Tony Bates, chairman and CEO at Genesys. \u201cBy orchestrating people, AI, systems and workflows around customer intent, enterprises can create stronger experiences that build loyalty and growth. Our momentum reflects a broader shift from AI experimentation to enterprise-scale adoption, and Genesys Cloud is helping organisations make that transition with the context, governance and orchestration they need to move forward with confidence.\u201d<\/span>\u00a0<\/span><\/p>\n Scaling Agentic Orchestration Across the Enterprise\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n Enterprise adoption of Genesys Cloud continues to expand as organisations translate AI investments into measurable business value. More than 7,500 organisations worldwide use Genesys Cloud, including over 600 customers with more than $1 million in Genesys Cloud ARR each. Across this global customer base, leading organisations including <\/span>AAA Auto Club Enterprises, HSBC, Independence Blue Cross (IBX), <\/span><\/b>IDEXX Laboratories Inc., Nestl\u00e9, Riachuelo, Roche, Schneider Electric, Vanguard <\/span><\/b>and\u00a0<\/span>Vodafone<\/span><\/b> are using Genesys Cloud to transform how they orchestrate AI-driven customer experiences to increase loyalty and improve operating efficiency.<\/span>\u00a0<\/span><\/p>\n The scale and reach of Genesys Cloud continues to expand as enterprises rely on the platform to support increasingly complex agentic customer experiences. Genesys Cloud now powers more than 33 billion voice, digital and AI-driven conversations and over 6.5 billion sentiment events annually, while processing more than 1 trillion API invocations each year. Genesys also continues to accelerate its pace of innovation, delivering more than 600 new Genesys Cloud features over the last 12 months.<\/span>\u00a0<\/span><\/p>\n Advancing the Agentic Orchestration Platform<\/span><\/b>\u00a0<\/span><\/p>\n Genesys introduced a series of innovations that advance Genesys Cloud as the agentic orchestration platform for CX, giving enterprises a way to coordinate AI agents, people, systems and workflows around the customer. This spans new capabilities including Genesys Cloud Navigator, Genesys Cloud Orchestrator, Contextual Intelligence and AI Control Plane, expanded Agentic Virtual Agent functionality, and a strengthened ecosystem of AI and technology partners, helping organisations move customers from intent to outcome across increasingly complex journeys.<\/span>\u00a0<\/span><\/p>\n Agentic orchestration<\/a>: context, coordination and governance across the customer journey.<\/span><\/b>\u00a0Genesys Cloud Navigator,\u00a0Genesys Cloud\u00a0Orchestrator, Contextual Intelligence and AI Control Plane<\/span>v<\/span><\/sup> create an integrated foundation for agentic orchestration that will help organisations understand customer intent, maintain context, coordinate action and govern increasingly autonomous experiences. For customers, this means more connected journeys with less repetition and fewer disconnected handoffs.<\/span>\u00a0<\/span><\/p>\n Agentic Virtual Agent<\/a>:\u00a0advanced reasoning and action across the enterprise.<\/span><\/b> Amid growing customer adoption, Genesys Cloud Agentic Virtual Agent is expanding with advanced AI reliability through the latest Scaled Cognition APT-2 large action model, more natural voice and speech and new tools to simplify building, testing and optimisation. Deeper MCP and A2A interoperability, combined with more than 500 enterprise integrations and access to over 25,000 MCP-compatible tools through the Genesys acquisition of Pinkfish, connect customer conversations to the systems and AI agents needed to complete more complex requests. For customers, this means more natural self-service that can take action and carry more complex needs through to resolution.<\/span>vi<\/span>\u00a0<\/span><\/sup>\u00a0<\/span><\/p>\n Open ecosystem<\/a>: choice and interoperability across enterprise AI.<\/span><\/b>\u00a0New and continued collaborations with\u00a0<\/span>Adobe<\/span>, AWS, Deepgram, ElevenLabs Salesforce,<\/span>\u00a0S<\/span>erviceNow\u00a0and Sierra<\/span>vii<\/span><\/sup> expand customer choice across AI, voice, messaging and enterprise technologies. The ecosystem helps organisations securely coordinate AI agents and workflows across the systems they already rely on to get customer work done, enabling more connected experiences through resolution.<\/span>\u00a0<\/span><\/p>\n For more information on the role of orchestration in the future of customer experience, read the new whitepaper,\u00a0<\/span>Winning in the Agentic Era: Orchestration as the Next Competitive Advantage in CX<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n Forward-Looking Statements<\/span><\/b>\u00a0<\/span><\/p>\n Statements in this press release that are not\u00a0historical\u00a0or 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.\u00a0<\/em><\/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. Genesys Cloud\u2122 is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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 www.genesys.ai<\/a>.\u00a0\u00a0<\/em><\/p>\n \u00a9 2026 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud\u00a0and\u00a0Genesys\u00a0Cloud CX 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<\/em><\/p>\n Media Contacts\u00a0<\/strong><\/p>\n Sarah Logan<\/span>
\n<\/span>sarah.logan@genesys.com<\/a><\/p>\n