{"id":609407,"date":"2025-12-22T19:46:43","date_gmt":"2025-12-23T03:46:43","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here"},"modified":"2025-12-22T19:47:33","modified_gmt":"2025-12-23T03:47:33","slug":"2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here","title":{"rendered":"2 Million Genesys Cloud Users: Unified Agentic Experience Orchestration Is Here"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Two million users are now on the Genesys Cloud\u2122<\/b> platform,<\/b> orchestrating the best customer experiences (CX) all over the world. It took us more than five years to reach our first million users \u2013 and only two years to double that \u2013 momentum that reflects our customers\u2019 trust in the platform and the results it delivers. <\/span><\/p>\n

Across industries and global regions, organisations are achieving high-impact value with Genesys Cloud, improving operating efficiency while deepening customer loyalty and driving growth. This milestone validates a belief we\u2019ve held for years: A unified, open platform with native AI is the path to universal<\/span> experience<\/span> orchestration<\/span><\/a>. And it demonstrates that our platform choices, made long before today\u2019s AI proliferation, are now paying dividends for our customers as they enter the next era of orchestration driven by agentic AI. <\/span><\/p>\n

In a market crowded with point solutions, organisations are learning that CX innovation without integration doesn\u2019t scale. Many AI pilots fail not for lack of ideas but because disconnected systems and siloed tools break workflows and block insights. Real value is unlocked from unifying the enterprise and the entire customer journey<\/span>. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Why One Platform Matters More Than Ever <\/span><\/h2>\n

From the beginning, Genesys Cloud was designed to connect people, data, systems and intelligence in one extensible platform. That design choice wasn\u2019t just a technical decision; it was a strategic one.
\n<\/span>
\nOur customers need a foundation that can evolve with their CX visions and offer access to comprehensive AI that works in unison to deliver compounding value. Genesys Cloud AI can help organisations enable a complete view of every customer interaction, connect every journey and optimise every outcome. It allows intelligence to act with context and reason instead of in isolation.<\/span><\/p>\n

Because of that, organisations can move faster and drive stronger ROI, all without bolting on layers of complexity. That\u2019s what makes this milestone meaningful. Two million users represent not just adoption, but a global signal that the industry also believes the future of CX is being built on a single, unified orchestration platform \u2014 powered by AI. <\/span><\/p>\n

Across industries, leaders in experience orchestration are proving the power of one platform by using connected AI capabilities to deliver measurable outcomes.<\/span> Virgin Atlantic<\/span><\/a> is achieving record-high loyalty scores through orchestrated, real-time experiences that anticipate customer needs. And the company is improving operating efficiencies that have led to 220% more interactions managed. <\/span><\/p>\n

At the same time, retailers like<\/span> Best Buy Canada<\/span><\/a> have reduced overall operating costs by 20%, and financial institutions like<\/span> HSBC<\/span><\/a> have realised tens of millions in value, lowered abandonment rates and accelerated resolution times, demonstrating how intelligent automation fuels measurable business performance.\u202f <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Accelerating Agentic Innovation <\/span><\/h2>\n

We\u2019re now in a new phase of AI where systems don\u2019t just predict outcomes, they act on them. The agentic era represents a seismic leap forward, even more transformative than the shift to the cloud that made it possible.
\n<\/span>
\nCloud gave us scalability and reach. Agentic AI brings purpose, reasoning and autonomy. It\u2019s redefining how organisations engage with customers by enabling real-time, intelligent conversations at scale. <\/span><\/p>\n

This evolution is accelerating across the Genesys Cloud platform. We\u2019ve announced more autonomous Virtual Agents that can carry increasingly complex, multistep interactions across channels; AI Copilots powered by modular Skills that can assist agents, supervisors and administrators in real time; and Genesys Cloud AI Studio<\/a> innovations that give organisations the tools to design and govern these intelligent systems with built-in transparency. Each of these capabilities reflects our belief that AI can help automate work and augment human performance by making every customer interaction faster, more personal and more empathetic. <\/span><\/p>\n

Our recent collaboration with<\/span> Scaled Cognition<\/span><\/a> builds on that foundation. Together, we\u2019re advancing the use of Large Action Models (LAMs) to strengthen how AI operates across workflows by enabling more deterministic, governed and trustworthy automation. By embedding LAM innovation into our orchestration fabric, we will be helping to ensure that organisations can evolve confidently, with systems that act independently yet remain aligned to enterprise context and control. <\/span><\/p>\n

This is where the Genesys Cloud heritage becomes its advantage. <\/span><\/p>\n

From the start, the platform was built to be open and interoperable. It can connect AI, data and workflows across the enterprise and across other strategic platforms. We will also expand on this by supporting secure protocols like Model Context Protocol (MCP) and Agent2Agent (A2A). We can deploy and orchestrate any combination of models \u2014 native, open-source or partner-built \u2014<\/span> without compromising governance, observability or control<\/span><\/a>. <\/span><\/p>\n

In a landscape where unchecked experimentation can quickly lead to complexity or stagnation, this principle matters. We\u2019ve always believed that trust is architected in the platform. Every element of Genesys Cloud was designed to help ensure privacy, fairness, transparency and security by design. Governance shouldn\u2019t slow innovation; it\u2019s how you sustain it. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Connecting Real-time Customer Intelligence for Impact <\/span><\/h2>\n

Every wave of innovation eventually outgrows its experimental phase, and AI is no different. The explosion of assistants, copilots and plug-ins over the past few years has fuelled discovery. But today the focus for many enterprises is shifting from experimentation to execution. <\/span>
\nOrganisations are realising that progress depends less on adding new technologies and more on connecting the intelligence they already have. In the experience economy, the advantage will belong to those using a single platform capable of turning real-time customer intelligence into coordinated, responsible action at scale. Genesys Cloud was built to deliver exactly that. <\/span><\/p>\n

Reaching 2 million users is a milestone we owe to our customers. It\u2019s a testament to their partnership, innovation and belief in what we\u2019re building together. It marks a movement in our industry \u2014 one defined by unified, agentic experience orchestration that\u2019s already reshaping how businesses operate, how employees work and how customers connect. That future is already taking shape on Genesys Cloud<\/a>. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Two million users are now on the Genesys Cloud\u2122 platform, orchestrating the best customer experiences (CX) all over the world. It took us more than five years to reach our first million users \u2013 and only two years to double that \u2013 momentum that reflects our customers\u2019 trust in the platform and the […]<\/p>\n","protected":false},"author":287,"featured_media":600457,"template":"","tax_priority":[54],"tax_blogtype":[17766],"tax_blogcategory":[15928,15977,13117,18426],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[16139],"tax_capability_sitewide":[16201],"tax_products_programs":[16477,17548],"tax_buying_job":[16738],"tax_buyer_persona":[16887,16919,18552],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-609407","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-executives-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-announcements-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-experience-orchestration-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-5-validation-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_buyer_persona-technical-en-sg-2","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/609407","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/287"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/609407\/revisions"}],"predecessor-version":[{"id":609410,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/609407\/revisions\/609410"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/600457"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=609407"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=609407"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=609407"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=609407"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=609407"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=609407"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=609407"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=609407"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=609407"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=609407"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=609407"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=609407"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=609407"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}