Genesys reports new bookings growth up nearly 130% for Genesys Cloud and more than 70% for Genesys Engage Cloud and Subscription year over year; with the company adding 800+ new customers during fiscal year 2021.
Genesys, a global leader in cloud customer experience and contact centre solutions, reported fiscal year 2021 was a record-setting period for its cloud business. New bookings increased nearly 130%% for Genesys Cloud and more than 70% for Genesys Engage cloud and subscription year over year. The company also announced Chief Executive Officer (CEO) Tony Bates has been appointed chair of the Genesys operating committee, which has corporate oversight responsibility equivalent to a board of directors.
In his first full year as CEO, Bates led Genesys through a period of significant transformation, growing the company’s new cloud and subscription bookings in fiscal year 2021 to nearly 75% of total new bookings from 53% in 2019. This was driven by new and expanded customer deals, as well as cloud bookings growth in all regions, with a nearly 40% increase in North America, 35% in Europe and the Middle East, and nearly 25% in Asia Pacific.
“Businesses all over the world are choosing Genesys because we have the right technology, innovation strategy, team and ecosystem to help them address consumers’ preferences for differentiated and delightful customer experiences and the changing nature of work,” said Bates. “It’s a privilege to lead the company as we redefine the market by enabling fluid, digital experiences that connect a customer’s entire journey with a business.”
Today, Genesys offers one of the industry’s broadest portfolios of cloud customer experience solutions to fit the requirements and scale of diverse global enterprise contact centres anywhere. With more than a 320% year over year increase in enterprise bookings, Genesys Cloud is experiencing accelerated demand from larger customers. In fact, nearly 60% of total Genesys Cloud bookings in fiscal year 2021 were from enterprises, with a 10x increase in the number of deals with annual recurring revenue (ARR) of $2.5 million or more. In addition, last year the company launched Genesys Engage Multi-cloud, the industry’s first native architecture to give complex global enterprises the ultimate flexibility in cloud infrastructure, deployment and management models so they can design unique service experiences for their customers in today’s digital world.
For many consumers, customer service departments have become a lifeline, helping them to manage uncertainty brought on by the pandemic about their finances, health, travel and more. As the world shifted rapidly toward digital offerings last year, more than 800 new customers turned to Genesys during fiscal year 2021 for its cloud and multi-cloud solutions to provide consumers with mission-critical support and to transition employees to remote work.
The close of a record year resulted in Genesys increasing its footprint in key industries including financial services, government, education, healthcare, telecommunications and retail.
Click below to share this article