Strong adoption of AI-powered experience orchestration capabilities fuels Genesys Cloud momentum in first quarter of fiscal year 2026
The Genesys Cloud platform reached nearly US$2.1B annual recurring revenue (ARR) during the first quarter of the company’s fiscal year 2026, representing year-over-year growth over 35% – an acceleration from the previous fiscal quarter.
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)i 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, organisations will have more opportunity to deliver proactive, personalised 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 organisations 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, personaliastion and optimisation 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 organisations 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-over-year, enabling more effective resolution of customer issues through smarter automation and better-supported agents.
- The number of bot conversations grew 2X year-over-year, as organisations 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, optimise performance and surface real-time intelligence to help organisations scale and ensure quality for improved outcomes
- Genesys Cloud Social expands on the Genesys Cloud platform’s existing capabilitie with public social media listening, enabling organisations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalised, connected experiences
Organisations 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.
Among highlighted customer success stories are:
- AA – The Auto Club Group (ACG) has strengthened remote workforce support and eliminated the IT overhead tied to legacy on-premises infrastructure. Looking ahead, ACG plans to expand its use of Genesys Cloud AI-powered capabilities, including Agent Copilot real-time agent assistance and advanced voicebots to enhance self-service options
- By unifying inbound and outbound voice, SMS and email on Genesys Cloud, Singaporean digital-first insurer Auto & General Insurance has seen major improvements in operational efficiency – reducing manual processes and optimising support for its remote workforce
- By unifying customer interactions and optimising journeys through Genesys Cloud AI orchestration, Brazilian federal bank Caixa, serving 155 million people, aims to improve efficiency, reduce friction and enhance personalisation. This commitment by Caixa to AI-powered automation enables a scalable, future-ready approach that can elevate customer satisfaction and strengthen its competitive position
- With numerous deployments of the Genesys Cloud CX offering completed, global technology-driven business solutions and services company Conduent is delivering tailored digital-first roadmaps, using analytics to optimise agent performance and surface insights that drive measurable outcomes.
- Liberty Latin America – a telco serving LATAM and the Caribbean – implemented digital-first tools like predictive routing and Genesys Cloud Agent Copilot to empower over 2,000 agents and expanded its service across multiple markets. This shift led to measurable results, including a 34% increase in self-service usage and 18% annual savings in total CX costs
- Using Genesys Cloud Web Messaging, Modivcare, the tech-enabled provider of supportive care services, has seen an increase in members engaging through digital channels and improved containment rates, resulting in revenue from digital bookings increasing by 150%. By leveraging AI-powered capabilities such as Agent Assist and Workforce Engagement Management, Modivcare has realised US$17 million in annualised value, which is projected to grow to $50 million within three years
- Steinberg Diagnostic Medical Imaging (SDMI) implemented Genesys Cloud capabilities to elevate patient-centered care by automating routine tasks through virtual agents. SDMI now manages 4,000 additional patient calls each month and has reduced abandonment rates from 10% to just 2.9%.
Recent recognition of Genesys by analysts and customers includes:
- Leader in Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025. The Genesys Cloud platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, GenAI and LLM support
- Recognised in the Gartner Market Guide for Customer Journey Analytics & Orchestration for the sixth time in a row
- Positioned by clients as a Customers’ Choice in the 2025 Gartner Peer Insights Voice of the Customer for Contact Center as a Service – achieving an overall average rating of 4.7 of 5 stars and a 94% “Willingness to Recommend” rating from verified reviewers
