Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced continued strong momentum during the third quarter of fiscal year 2026 (Aug. 1 – Oct. 31, 2025). The Genesys Cloud™ platform reached nearly $2.4 billion of annual recurring revenue (ARR) during the quarter, growing more than 30% year-over-year. Reflecting robust demand from enterprises, Genesys Cloud ended the quarter with more than 500 customers with more than $1 million in ARR. After exceeding $250 million during the second quarter, Genesys Cloud AI ARR continued its strong momentum, with a year-over-year growth rate more than 2X that of Genesys Cloud ARR and accelerating from the year-over-year growth rate in the previous quarter.
With organisations rapidly advancing their use of AI to orchestrate experiences that connect people, data and systems, Genesys Cloud has become central to how they increase both efficiency and loyalty. The company’s broad agentic AI innovation is helping fuel record adoption, propelling Genesys Cloud to over 2 million users orchestrating the best customer experiences (CX) all over the world. Additionally, Genesys secured an eight-figure annual contract value (ACV) deal with a major public sector organisation, which included a significant AI component as part of the expanded contract.
“As organisations move from automation to true experience orchestration, Genesys continues to define the standard in responsible agentic AI that helps businesses better understand, engage and serve their customers,” said Mr. Tony Bates, chairman and CEO of Genesys. “We’re focused on empowering companies to build deeper trust and drive growth through experiences grounded in empathy and intelligence, serving as a trusted partner to help them succeed in the experience economy.”
Key third quarter business highlights include:
- As organisations continue to evolve from legacy technologies and expand to new capabilities, Genesys Cloud revenue represented 80% of total company revenue in the quarter.
- Genesys Cloud Net Revenue Retention (NRR) continues to exceed 120%, underscoring the strength of the company’s customer relationships and the expanding value organisations can realise on its platform.
- With more organisations adopting Genesys Cloud™ Agent Copilot, the number of employees being assisted by the technology grew nearly 5X year-over-year. This momentum signals deeper enterprise investment in AI to help employees work more efficiently and deliver more emotionally intelligent experiences.
- Since its launch in March 2025, Genesys Cloud™ Supervisor Copilot has been adopted by more than 500 customers, transforming how supervisors manage, evaluate and support their teams in order to optimise customer experiences.
- Self-service conversations nearly doubled year-over-year, exceeding 700 million during the quarter as consumers continue to seek efficient, personalised experiences. As organisations seek to take these experiences to the next level, hundreds have already adopted Genesys virtual agents.
- Over 1.2 billion knowledge articles were surfaced during the quarter, a 2X year-over-year increase, highlighting how organisations are using Genesys Cloud AI to connect customers and employees with relevant information in real time.
- Building on its industry leading native AI, the company announced a partnership with Scaled Cognition to combine new large action models (LAMs) for CX workflows with Genesys Cloud to further strengthen how organisations deliver high-accuracy, trusted, end-to-end agentic experiences.
Transforming How the World Connects
Enterprises worldwide are accelerating transformation with Genesys Cloud, harnessing the platform’s AI-powered orchestration to reimagine customer and employee experiences. Organisations around the world, including BYU-Idaho, NY Metropolitan Transportation Authority, NYC Housing Authority, Valley Strong Credit Union, Petrobras, AlonOS and Probe CX currently use Genesys Cloud to help them realise new levels of efficiency, loyalty and growth. Highlighted customer success stories include:
- BCD Travel, a global travel management company, has transformed its contact centre operations by transitioning nearly 7,000 agents to Genesys Cloud. With a single, AI-Powered Experience Orchestration platform delivering consistency worldwide, BCD is now seeing an 11% reduction in handle time, routing 33% of calls to preferred employees and achieving notable improvements in both customer and employee satisfaction across its global footprint.
- Empathy Health Tech has completed over 2 million personalised touchpoints and facilitated more than 22,000 appointments in the past year by leveraging Genesys Cloud across voice, SMS and email. This purpose-driven healthcare organisation, focused on improving accessibility for Medicaid communities, uses Genesys Cloud AI to scale outreach and streamline scheduling, allowing agents to concentrate on higher-value, compassionate conversations. With measurable success in scaling service delivery, Empathy Health Tech plans to expand its use of AI to further its mission to close care gaps and improve lives.
- evoke PLC, a leading betting and gaming company with international brands including William Hill and 888, has chosen Genesys Cloud to power its AI-driven transformation. Through automation and intelligent, personalised engagement, evoke will accelerate its strategy for world-class experiences, operational excellence, and a winning culture that unleashes employee potential.
- Grupo Saesa has achieved a 10% reduction in handle time and improved call containment through the use of AI-powered virtual agents on Genesys Cloud. By connecting data across all touchpoints and leveraging advanced AI, automation and analytics, the company now delivers faster, more intelligent customer experiences.
- M&T Bank achieved an 11% reduction in cost per call and an 80% decrease in dropped calls with Genesys Cloud. By harnessing AI and automation within a unified environment for digital engagement, inbound and outbound interactions, analytics, and forecasting, the bank has enhanced efficiency and reliability, building a more intelligent foundation for delivering exceptional customer experiences.
- Rochester Regional Health accelerated its AI adoption, including the use of Genesys Cloud™ Agent Copilot, which has resulted in over a 20-second reduction in average handle time. By connecting data across calls, messages, email and chat while strengthening its knowledge ecosystem, the organisation now delivers faster, more accurate support for patients and staff.
- Served With Honor (SWH) leverage their deep understanding and unique backgrounds to create compassionate and dedicated services that address veterans’ physical, emotional and social well-being. As part of its mission to help over 10 million veterans and their families live happier, healthier and wealthier lives, SWH is transforming its client experience by implementing Genesys Cloud to deliver a digital-human connection that builds trust in every interaction.
- ThunderNet has achieved a 60% increase in both agent productivity and customer satisfaction, along with a 40% improvement in operational efficiency, by modernising its operations with the Genesys Cloud platform. Supported by Genesys Cloud™ Agent Copilot, the company manages over 1.5 million customer interactions across multiple channels with greater speed and consistency. As its business continues to scale, ThunderNet is strengthening service quality and empowering agents to deliver exceptional experiences at scale.
- TymeBank, a digital bank operating across Africa and Asia and recognised among the TIME100 Most Influential Companies 2025, is driving measurable impact through AI-powered experiences on Genesys Cloud. By leveraging digital and AI capabilities to orchestrate more inclusive, personalised and empowering interactions, the bank has reduced average handle time by one minute and increased productivity by 36%, demonstrating how intelligent automation can deliver results at scale.
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