INDUSTRY WATCH

With the continued momentum, Genesys believes it is strongly positioned to lead the advancement of agentic AI in CX orchestration.

Genesys Cloud enterprise momentum continued as the company signed its second-largest deal ever on the platform, an eight-figure ACV new customer win with a Fortune 100 technology company. Meanwhile, existing customers continued to expand their usage of Genesys Cloud capabilities, resulting in the platform’ s average quarterly net revenue retention( NRR) exceeding 120 % for the last four fiscal quarters.

“ Enterprises are operating in the experience economy where empathy, delivered at scale through AI, redefines what it means to truly connect with customers,” said Tony Bates, Chairman and CEO, Genesys.“ With the rise of agentic AI, organizations will have more opportunity to deliver proactive, personalized experiences that make customers feel seen and valued, not just a number in a queue. Genesys is at the forefront of the AI transformation that makes this possible, enabling organizations to create experiences that are not only smarter but deeply human.”

With advanced predictive, conversational and generative AI capabilities, Genesys empowers businesses with real-time intelligence, automation, personalization and optimization tools that can enhance every interaction. Genesys Cloud AI momentum during the quarter included:

• The number of agents supported by Genesys Cloud Agent Copilot grew more than 3X year-over-year, helping organizations drive efficiency, accuracy and elevated CX.

Genesys Cloud Copilot generated over 10X more summaries year-over-year, helping agents streamline routine tasks and save time so they can stay focused on customers.

• The number of knowledge articles surfaced on Genesys Cloud increased more than 4X year-overyear, enabling more effective resolution of customer issues through smarter automation and bettersupported agents.

• The number of bot conversations grew 2X yearover-year, as organizations position themselves to deliver more effective self-service experiences.

• The number of Genesys Cloud Web Messaging conversations increased by over 80 %, underscoring consumers’ growing preference to connect with businesses on digital channels.

• Building upon the Genesys Copilot suite and Virtual Agent, new AI capabilities for supervisors enable managers to automate tasks, optimize performance and surface real-time intelligence to help organizations scale and ensure quality for improved outcomes.

• Genesys Cloud Social expands on the Genesys Cloud platform’ s existing capabilities with public social media listening, enabling organizations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalized, connected experiences.

Organizations around the world continue to choose Genesys Cloud to help them level up their experience orchestration capabilities and deliver smarter, more empathetic customer experiences, including Xerox, Bank Australia, Banco de Crédito del Perú( BCP), Corendon, Getnet, InspirTEC, News Corp Australia, Security Bank and Tokio Marine.

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