Genesys Cloud reached US$2.8 billion in annual recurring revenue, growing nearly 35% year-over-year, driven by enterprise adoption of AI-powered experience orchestration capabilities.
Genesys has announced strong first quarter momentum for fiscal year 2027, driven by continued enterprise adoption of the Genesys Cloud platform and increasing demand for AI capabilities that help organizations orchestrate customer journeys, workflows and engagement at scale.
Genesys Cloud reached US$2.8 billion in annual recurring revenue (ARR) during the quarter, representing growth of nearly 35% year-over-year. Genesys Cloud net revenue retention (NRR) again exceeded 120%, reflecting continued expansion within its customer base as organizations increasingly leverage the full platform capabilities of Genesys Cloud to modernize customer experiences and unify their front- and back-office operations.
The company continued to expand its global enterprise footprint, with nearly 45% of Genesys Cloud revenue coming from outside North America during the first quarter.
“AI is moving from experimentation to enterprise scale and organizations need strategic platforms that can orchestrate customer experiences across the business,” said Tony Bates, Chairman and CEO, Genesys. “The momentum we’re seeing reflects growing demand for Genesys Cloud and its ability to help companies operate more efficiently, while strengthening customer loyalty through more personalized and empathetic engagement at scale.”
More than 7,000 organizations worldwide use Genesys Cloud to orchestrate customer and employee experiences across their businesses. As AI adoption accelerates, customers are increasingly using Genesys Cloud AI to improve operating efficiency, deepen customer loyalty and drive measurable business outcomes.
The following customer examples highlight that impact:
- Utility Warehouse, a UK multi-service utility platform, is simplifying essential services for households while scaling operations with Genesys Cloud AI. By deploying Genesys Cloud Agentic Virtual Agents in just three weeks and consolidating to a single AI-powered platform, the company increased its containment rates by 2X, reduced cost to service and is delivering faster, more personalized experiences.
- Carglass, a specialist in vehicle glass repair and replacement, answered 14% more customer calls, reduced repeat calls by 42% and increased outbound campaign contact rates by 13% with Genesys Cloud AI. By unifying digital channels including WhatsApp with AI, automation and Genesys Cloud Workforce Engagement Management, the company is delivering more intelligent self-service and independent appointment booking experiences.
- Electrolux, one of the world’s biggest home appliance manufacturers, achieved a 47-point increase in customer sentiment while reducing overall technology costs by 70% with Genesys Cloud AI. By using Genesys Cloud Journey Management, Genesys Cloud Agentic Virtual Agent and Genesys Cloud Copilots to unify voice, digital and AI into a single platform, the company is enabling efficient, loyalty-driving customer and employee experiences.
During the quarter, Genesys continued to earn global recognition for its innovation, culture and leadership in AI-Powered Experience Orchestration.
Great Place To Work recognized Genesys across multiple regions, with honours including Best Workplaces in Spain, Germany, the United Kingdom, the United Arab Emirates and the Kingdom of Saudi Arabia. Genesys Ireland was recognized as a Best Workplace for Women as well as a Best Workplace for Health and Wellbeing. In Germany, the company was named among the Best Workplaces in Information Technology.
Additionally, Genesys was named to G2’s 2026 Best Software Awards for both Best Agentic AI Software and Best Customer Service Software. The recognition reflects strong customer feedback and market leadership for the Genesys Cloud platform, reinforcing Genesys momentum in helping organizations deliver AI-Powered Experience Orchestration at scale.
