Genesys Cloud AI drives a rise in annual revenue in 2025

Genesys has announced that its Genesys Cloud AI represented a significant portion of the platform's new business in fiscal year 2025, with expanding customer engagement and greater adoption of automated services.

The Genesys Cloud platform recorded nearly USD $1.9 billion in annual recurring revenue (ARR) for the fourth quarter of fiscal year 2025. Over 10% of the platform's new business for the year was driven by demand for Genesys Cloud AI. Additionally, the net revenue retention (NRR) surpassed 120% over the past 12 fiscal quarters, indicating ongoing customer expansion in utilising the platform for advanced experience orchestration.

As of the end of January 2025, more than 45% of Genesys Cloud customers were utilising at least one AI feature to improve consumer interactions and optimise operational efficiency. The adoption of Genesys Cloud Agent Copilot by customers increased nearly four times year-over-year. The platform also facilitated more than 700 million instances of agent empathy, offering organisations insights into employee behaviour and development opportunities.

The volume of self-service interactions saw a more than 150% increase year-over-year as consumers opted for automated solutions for efficient, personalised service. Over 150 new AI features were released by Genesys throughout the year, doubling the number from the previous year to enhance customer service across channels.

"AI is a transformative technology that is reshaping customer connections and providing organisations opportunity to deliver significant business value," stated Tony Bates, chairman and CEO of Genesys, highlighting the importance of personalised and efficient customer experiences in improving customer loyalty and operational efficiencies.

During fiscal year 2025, an additional 850 organisations chose Genesys Cloud for its AI-powered capabilities. In collaboration with Salesforce, Genesys achieved over 200 joint wins for their CX Cloud solution. By the end of the fiscal year, more than 6,500 global organisations, including prominent names such as Uber, Rabobank, and Toyota Deutschland, were utilising Genesys Cloud to enhance both customer and employee experiences.

In the Asia-Pacific region, Alinta Energy adopted Genesys Cloud, leveraging Predictive Engagement, Web Messaging, and Virtual Agents to triple its digital engagement. The Philippine health provider Maxicare improved its customer experience with the platform, achieving a 73% reduction in call abandonment rates and planning to integrate further capabilities for enhanced service.

In North America, DIRECTV utilised Genesys Cloud to refine its virtual assistant and predictive routing, leading to notable enhancements in virtual assistant performance and processing times. The Salvation Army improved its operational efficiency using Genesys Cloud, reducing average response times and handling over 50,000 monthly inquiries across various channels.

Within Europe, the Middle East, and Africa, the UK charity Winston's Wish adopted Genesys Cloud to expand its reach to bereaved young people through new, AI-enhanced channels. Similarly, Computacenter utilised the platform to boost employee experiences and maintain cost efficiency.

In Latin America, the technology firm Neo utilised Genesys Cloud to enhance its customer interactions, while RedSalud successfully transformed its digital strategy, resulting in increased patient bookings and reduced operational costs.

Genesys received industry recognition in 2024, being named a Leader in various assessments including the Gartner Magic Quadrant for Contact Centre as a Service, and achieving accolades from IDC and other significant industry positions. The company has also earned recognition for its workplace culture and sustainability efforts.