Strong Enterprise Adoption of Genesys Cloud AI Drives Company Momentum in the Third Quarter of Fiscal Year 2026

Genesys Cloud ARR reaches nearly $2.4 billion with more than 30% year-over-year growth

Genesys Cloud AI ARR grows more than 2X the rate of Genesys Cloud ARR during the period

 Genesys^®, a global cloud leader in AI-Powered Experience Orchestration, today announced continued strong momentum during the third quarter of fiscal year 2026 (Aug. 1 – Oct. 31, 2025). The Genesys Cloud™ platform reached nearly $2.4 billion of annual recurring revenue (ARR)ⁱ during the quarter, growing more than 30% year-over-year. Reflecting robust demand from enterprises, Genesys Cloud ended the quarter with more than 500 customers with more than $1 million in ARR. After exceeding $250 million during the second quarter, Genesys Cloud AI ARR continued its strong momentum, with a year-over-year growth rate more than 2X that of Genesys Cloud ARR and accelerating from the year-over-year growth rate in the previous quarter.

With organisations rapidly advancing their use of AI to orchestrate experiences that connect people, data and systems, Genesys Cloud has become central to how they increase both efficiency and loyalty. The company’s broad agentic AI innovation is helping fuel record adoption, propelling Genesys Cloud to over 2 million users orchestrating the best customer experiences (CX) all over the world. Additionally, Genesys secured an eight-figure annual contract value (ACV) deal with a major public sector organisation, which included a significant AI component as part of the expanded contract.

“As organisations move from automation to true experience orchestration, Genesys continues to define the standard in responsible agentic AI that helps businesses better understand, engage and serve their customers,” said Tony Bates, chairman and CEO of Genesys. “We’re focused on empowering companies to build deeper trust and drive growth through experiences grounded in empathy and intelligence, serving as a trusted partner to help them succeed in the experience economy.”

Key third quarter business highlights include:

• As organisations continue to evolve from legacy technologies and expand to new capabilities, Genesys Cloud revenue represented 80% of total company revenue in the quarter.
• Genesys Cloud Net Revenue Retention (NRR)ⁱⁱ continues to exceed 120%, underscoring the strength of the company’s customer relationships and the expanding value organisations can realise on its platform.
• With more organisations adopting Genesys Cloud™ Agent Copilot, the number of employees being assisted by the technology grew nearly 5X year-over-year. This momentum signals deeper enterprise investment in AI to help employees work more efficiently and deliver more emotionally intelligent experiences.
• Since its launch in March 2025, Genesys Cloud™ Supervisor Copilot has been adopted by more than 500 customers, transforming how supervisors manage, evaluate and support their teams in order to optimise customer experiences.
• Self-service conversations nearly doubled year-over-year, exceeding 700 million during the quarter as consumers continue to seek efficient, personalised experiences. As organisations seek to take these experiences to the next level, hundreds have already adopted Genesys virtual agents.
• Over 1.2 billion knowledge articles were surfaced during the quarter, a 2X year-over-year increase, highlighting how organisations are using Genesys Cloud AI to connect customers and employees with relevant information in real time.
• Building on its industry leading native AI, the company announced a partnership with Scaled Cognition to combine new large action models (LAMs) for CX workflows with Genesys Cloud to further strengthen how organisations deliver high-accuracy, trusted, end-to-end agentic experiences.

Transforming How the World Connects

Enterprises worldwide are accelerating transformation with Genesys Cloud, harnessing the platform’s AI-powered orchestration to reimagine customer and employee experiences. Organisations around the world, including BYU-Idaho, NY Metropolitan Transportation Authority, NYC Housing Authority, Valley Strong Credit Union, Petrobras, AlonOS and Probe CX currently use Genesys Cloud to help them realise new levels of efficiency, loyalty and growth. Highlighted customer success stories include:

• BCD Travel, a global travel management company, has transformed its contact centre operations by transitioning nearly 7,000 agents to Genesys Cloud. With a single, AI-Powered Experience Orchestration platform delivering consistency worldwide, BCD is now seeing an 11% reduction in handle time, routing 33% of calls to preferred employees and achieving notable improvements in both customer and employee satisfaction across its global footprint.
• Empathy Health Tech has completed over 2 million personalised touchpoints and facilitated more than 22,000 appointments in the past year by leveraging Genesys Cloud across voice, SMS and email. This purpose-driven healthcare organisation, focused on improving accessibility for Medicaid communities, uses Genesys Cloud AI to scale outreach and streamline scheduling, allowing agents to concentrate on higher-value, compassionate conversations. With measurable success in scaling service delivery, Empathy Health Tech plans to expand its use of AI to further its mission to close care gaps and improve lives.
• evoke PLC, a leading betting and gaming company with international brands including William Hill and 888, has chosen Genesys Cloud to power its AI-driven transformation. Through automation and intelligent, personalised engagement, evoke will accelerate its strategy for world-class experiences, operational excellence, and a winning culture that unleashes employee potential.
• Grupo Saesa has achieved a 10% reduction in handle time and improved call containment through the use of AI-powered virtual agents on Genesys Cloud. By connecting data across all touchpoints and leveraging advanced AI, automation and analytics, the company now delivers faster, more intelligent customer experiences.
• M&T Bank achieved an 11% reduction in cost per call and an 80% decrease in dropped calls with Genesys Cloud. By harnessing AI and automation within a unified environment for digital engagement, inbound and outbound interactions, analytics, and forecasting, the bank has enhanced efficiency and reliability, building a more intelligent foundation for delivering exceptional customer experiences.
• Rochester Regional Health accelerated its AI adoption, including the use of Genesys Cloud™ Agent Copilot, which has resulted in over a 20-second reduction in average handle time. By connecting data across calls, messages, email and chat while strengthening its knowledge ecosystem, the organisation now delivers faster, more accurate support for patients and staff.
• Served With Honor (SWH) leverage their deep understanding and unique backgrounds to create compassionate and dedicated services that address veterans’ physical, emotional and social well-being. As part of its mission to help over 10 million veterans and their families live happier, healthier and wealthier lives, SWH is transforming its client experience by implementing Genesys Cloud to deliver a digital-human connection that builds trust in every interaction.
• ThunderNet has achieved a 60% increase in both agent productivity and customer satisfaction, along with a 40% improvement in operational efficiency, by modernising its operations with the Genesys Cloud platform. Supported by Genesys Cloud™ Agent Copilot, the company manages over 1.5 million customer interactions across multiple channels with greater speed and consistency. As its business continues to scale, ThunderNet is strengthening service quality and empowering agents to deliver exceptional experiences at scale.
• TymeBank, a digital bank operating across Africa and Asia and recognised among the TIME100 Most Influential Companies 2025, is driving measurable impact through AI-powered experiences on Genesys Cloud. By leveraging digital and AI capabilities to orchestrate more inclusive, personalised and empowering interactions, the bank has reduced average handle time by one minute and increased productivity by 36%, demonstrating how intelligent automation can deliver results at scale.
• USEN Contact Centre is reimagining its customer experience by transitioning to the Genesys Cloud platform, with a goal of optimising operations and empowering human agents. Backed by years of expertise serving approximately 860,000 stores and facilities, the organisation is focused on automating repetitive tasks through AI, while reserving human engagement for moments that matter most. By modernising its support infrastructure, USEN is building a future-ready foundation that prioritises intelligent service, agent enablement and seamless experiences for customers at scale.

Industry Recognition

Genesys continued to be recognised for its strong innovation, culture and visionary leadership. Highlighted recognition during the quarter includes:

• Genesys was named a Leader in the 2025 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS).ⁱⁱⁱ This marks the 11th consecutive year Genesys has been recognised as a Magic Quadrant Leader. The company attributes this continued recognition to its ability to orchestrate seamless, AI-powered customer and employee experiences through the Genesys Cloud platform.
• Genesys was among the two highest-ranked vendors across all five Gartner Use Cases in the  2025 Gartner^® Critical Capabilities for Contact Centre as a Service (CCaaS) report.^iv The company received the highest scores in Global Contact Centre, High-Volume Customer Call Centre and Customer Engagement Centre. The company believes this recognition reflects how Genesys is helping organisations around the world transform disconnected interactions into seamless experiences through the power of AI and orchestration.
• Genesys was named a Leader in the IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment (doc #US52972625, September 2025),^v for the second time. Genesys was also recognised for its strengths in breadth of offerings and omni-channel capabilities.
• Genesys was named one of Glassdoor’s Best-Led Companies of 2025, recognising the company’s executive leadership team for fostering a strong culture of innovation, transparency and trust. The honor reflects employee feedback, highlighting the company’s commitment to empowering its people and delivering purpose-driven growth through empathetic leadership.
• Genesys earned Great Place to Work^® Certification™ in 2025 across 17 countries, underscoring its commitment to fostering a culture of empathy, trust and inclusion. The recognition highlights Genesys as a global employer of choice that combines innovation with a people-first approach to create an exceptional workplace where employees are empowered to drive results for customers worldwide.

About Genesys 

Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ 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 https://www.genesys.com/en-sg .

© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, 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.

Media Contacts

Manali Pattnaik

Director APAC Communications, Genesys

manali.pattnaik@genesys.com

+65 83217924

ⁱ 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.

ⁱⁱ Genesys Cloud NRR refers to Genesys Cloud net revenue retention. We define the cohort for Genesys Cloud NRR as the customers that generated revenue in the corresponding prior year fiscal quarter. For this cohort of customers, we calculate 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.

ⁱⁱⁱ Gartner^® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025

^iv Gartner, Critical Capabilities for Contact Center as a Service, Jason Bridge, Drew Kraus, et al., 10 September 2025

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^vIDC, IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment, Doc #US52972625, September 2025