Sustainability for a better future
Our commitment to sustainability contributes to a better future for our planet. Read the full Genesys Sustainability Report to find out how.
Our commitment to sustainability contributes to a better future for our planet. Read the full Genesys Sustainability Report to find out how.
“Genesys is helping more than 6,000 organisations around the world deliver personalised, empathetic experiences to their employees and customers through AI-Powered Experience Orchestration. As adoption of our Genesys Cloud platform grows, so does our responsibility to lead with purpose. In fiscal year 2025, we made meaningful progress across our Sustainability pillars, recognising the trust our customers place in us extends beyond technology to include our impact on the planet.”
Tony Bates
Chairman and CEO, Genesys
>8,000 customers in over 100 countries across six continents
>6,500 customers using Genesys Cloud
~$1.9 billion annual recurring revenue (ARR) for Genesys Cloud
99.998% service availability for Genesys Cloud
Launched a suite of new AI products
Established new AI Ethics guidelines
Leader in 2024 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS)
A Leader in The Forrester Wave™: Contact Centre as a Service, Q2 2025
Third consecutive Gold Medal EcoVadis Rating
Great Place to Work certification
13% organic GHG emissions reduction compared to FY24
Over 16 million conversations powered by the Genesys Cloud platform for charitable organisations from FY24 through FY25
These values define who we are, what we stand for and how we treat one another.
“A big part of sustainability is optimising our business, reducing our risk and creating shared value. One of the things we’re striving to do as a company is align our sustainability efforts with our business, and I’m proud of how we’re mitigating risk by prioritising environmental stewardship, social responsibility and good governance.”
Bridgette Bell McAdoo
Global Chief Sustainability Officer
We’ve set ambitious goals across the three pillars of our sustainability strategy, and monitor key metrics to help ensure we stay on track.
(Environment)
Minimise our impact on the planet
FY25 progress:
Reduced organic GHG emissions 13% compared to FY24
Achieved LEED Platinum certification for our R&D centre in Budapest and Gold for our Riyadh and Manila offices
Submitted emissions reduction targets for Science Based Targets Initiative validation
(Social)
Improve people’s lives
FY25 progress:
Advanced our 2030 goal of powering 80 million conversations between charities and people in need, reaching 16 million conversations
Supported the missions of 50 organisations through our Genesys Charitable Discount Programme
>11,000 volunteer hours logged by employees
(Governance)
Ethical and resilient practices
FY25 progress:
Delivered 99.998% service availability in FY25 for Genesys Cloud
100% of employees completed compliance training
The operations of Genesys Cloud are carbon neutral as of fiscal year 2025, and we are working to reduce emissions across the value chain and harness energy-efficient technology to better serve our customers and achieve net zero emissions by 2040.
Goal: Carbon neutral by 2030
“Annual emissions” means Genesys Scope 1, Scope 2 and Scope 3 emissions identified, estimated and quantified to date. Scope 2 data is location-based. Genesys continues to refine its GHG accounting methods and anticipates these calculations will fluctuate as a result.
See the Genesys Fiscal Year 2025 Sustainability Report for additional information.
Information disclosed pursuant to California AB 1305 is available in our fiscal year 2025 Sustainability Report, Apex greenhouse gas emissions verification statement and Genesys Offset Disclosure.
Genesys Sustainability Ambassadors have taken steps to integrate sustainable practices into their behaviours — and they actively engage fellow employees to do the same. Here are a few examples of our Sustainability Ambassador community in action:
“I enjoy serving as a sustainability ambassador because it affords me the opportunity to directly connect our Facilities and Environmental Health and Safety teams to the important sustainability initiatives that help make Genesys better!”
Armond Moore
Facilities Manager – Global Health and Safety and Sustainability, North America
“Honestly, being a sustainability ambassador is just brilliant. You know how we all try to stay healthy and take care of ourselves? Well, I feel the same way about Mother Earth! It’s like, our planet needs some well-being too.”
Divya Sriram
Regional Experience and Engagement Manager, Asia-Pacific
“To be a sustainability ambassador gives me the opportunity to contribute every day to make a difference in the world… simple things that will generate big results!”
Suzi Oliveira Leao
Customer Success Manager, Latin America
“One day I received an email encouraging me to participate in the sustainability ambassador programme and I went for it. I found an excellent group of colleagues with whom to share experiences, ideas and concerns related to sustainability.”
David Tallada Sánchez
Senior Project Manager – Customer Success, Europe, Middle East and Africa
Our Impact Together programme is employee-driven and employer-supported, meaning that we work collaboratively and strategically with our team to accelerate positive change in the communities where we live and work. Our charitable giving and volunteer efforts focus on four pillars.
Community engagement
Volunteering and giving in the communities where we live and work; deepening our organisational commitment to empathy
Reskilling and awareness
Leveraging our workforce skill set to train our communities; opening up future opportunities in Science, Technology, Engineering and Mathematics; upskilling our employee population
Crisis response
Providing critical support during times of disaster or crisis to the communities where our employees, customers and partners reside
Product for good
Embedding sustainability and empathy in the technology and services we provide, serving societal needs and benefiting the environment
We support the mission of the United Nations Global Compact to mobilise a global movement of sustainable companies and stakeholders to create the world we want.
The United Nations created the Sustainable Development Goals as a blueprint for promoting prosperity and protecting the planet. Of its 17 goals, five align most closely with our sustainability goals and priorities.
Genesys uses artificial intelligence (AI) to deliver empathetic experiences for customers and employees at scale.
Our approach to AI seeks to balance innovation with responsibility. Built upon the principles of trust and transparency, our AI ethics guidelines and governance practices enable us to deliver reliable AI tools and services that are trustworthy, compliant and beneficial for all users. Underpinned by our values, we prioritise customer privacy and security and are committed to upholding the highest ethical standards. We reinforce this commitment through strong governance, targeted policies and in-depth training and communications.
In FY25, we established new and more robust AI Ethics Guidelines that govern the way we develop AI products and help ensure AI systems are developed and used responsibly.
Through the Charitable Discount Programme, we empower charitable organisations to deliver proactive, predictive and personalised experiences to improve productivity and strengthen employee engagement.
Western Sydney University harnessed Genesys Cloud AI to transform its system, leading to a 90% overall customer satisfaction score and daily productivity gains of up to 30 minutes per agent.
“Overall, the transition to Genesys Cloud has not only optimised student engagement but has also empowered employees, positioning WSU for continued success in delivering exceptional experiences for 2024 and beyond.”
Scott Snyder
Chief Information and Digital Officer, Western Sydney University
Our employee-led inclusion groups are open to all and create and foster supportive communities within the workplace. These groups come together to promote a common cause, build community and increase cultural awareness across our company. These partnerships help strengthen local economies, increase our talent pipeline and help us reach our goal to power a total of 80 million conversations between charities and people in need by the end of FY31.
About our Sustainability Report
The metrics on this page are excerpted from our fiscal year 2025 sustainability report, which includes updates on our sustainability strategy, performance and related metrics, and should be read in conjunction with the full fiscal year 2025 sustainability report, covering the period from 1 February 2024 to 31 January 2025, with additional information on activities, where appropriate, through June 2025. Unless indicated or the context requires otherwise, all metrics cover our fiscal year 2025.
The goals and projects described on this page and in our sustainability report are aspirational; as such, no guarantees or promises are made that these goals and projects will be met or successfully executed. Furthermore, data, statistics and metrics included on this page and in our report are non-audited estimates, not prepared in accordance with generally accepted accounting principles (GAAP), continue to evolve and may be based on assumptions believed to be reasonable at the time of preparation, but should not be considered guarantees and are subject to future revision.
Genesys Cloud operations neutrality statement*
Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge devices which manage connections between phones, SIP trunks, telephony gateways, Genesys Cloud, and third-party systems. We apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for our Genesys Cloud operations. “Emissions from Genesys Cloud AWS usage” include direct emissions from operations and indirect emissions from producing the electricity used to host Genesys Cloud. Emissions from all commercial agreement types (i.e., cloud, subscription and licence) are included. Emissions from research and development performed on AWS platforms, such as development, testing and demo systems, are included. Emissions from electricity from use of third-party tools, hardware used by developers and upstream activities such as R&D-related travel are excluded. Emissions from reselling telecommunications services are excluded. Emissions from software integrations resulting from Genesys’ acquisitions are included once their systems are internalised on AWS.
Forward-looking statements
Statements of future events or conditions on this page, including those that concern future circumstances and results and other statements that are not historical facts and are sometimes identified by the words “may,” “will,” “should,” “potential,” “intend,” “expect,” “endeavour,” “seek,” “anticipate,” “estimate,” “believe,” “could,” “project,” “predict,” “continue,” “goal,” “target” or other similar words or expressions, are forward-looking statements. Forward-looking statements are based upon current plans, estimates and expectations that are subject to risks, uncertainties and assumptions. Should one or more of these risks or uncertainties materialise, or should underlying assumptions prove incorrect, actual results may vary materially from those indicated or anticipated by such forward-looking statements. The inclusion of such statements should not be regarded as a representation that such plans, goals, targets, estimates or expectations will be achieved.
Important factors that could cause actual results to differ materially from such plans, goals, targets, estimates or expectations include, among others: changes in economic, political and business conditions; epidemics, global hostilities, natural disasters or other significant events that disrupt normal business operations or other events beyond our control and actions by governments, businesses and individuals in response to the situation; technological advances or innovation; mergers and acquisitions or significant business model changes; unexpected delays, difficulties and expenses in executing against our goals set forth on this page or in the report; and changes in laws or regulations, including those related to climate initiatives. The forward-looking statements on this page and in the report are made as of the date of the FY25 Sustainability Report, unless otherwise indicated. We undertake no obligation to update these forward-looking statements to reflect subsequent events or circumstances.
