At Genesys, our commitment to sustainability is deeply ingrained in our business strategy and operations. We’re acutely aware of the pressing challenges that climate change poses. And we remain dedicated to reaching carbon neutrality by 2030 and net-zero emissions by 2040. Our dedication to environmental, social and governance (ESG) principles drives us to innovate responsibly and create a lasting positive impact on the environment and the communities we serve.

With more than 6,000 customers on the Genesys Cloud™ platform around the world, we understand the opportunity we have to play a critical role in progressing sustainability at a global scale. Fortunately, we have multiple initiatives that empower us to embrace this call and help drive long-term positive impact for our employees, partners, customers and communities:

  • A business model in which sustainability is a core element: One of our primary business objectives at Genesys is to move clients from on-premises environments to the cloud. Not only can this reduce the carbon footprint of Genesys, but it can also help lower those of our customers. Additionally, we embed other components of sustainability within our strategy, including sustainable procurement; amplifying supply chain diversity; risk assessments related to environmental, social and governance (ESG) domains; and more.
  • A product with carbon-neutral operations:  The operations of Genesys Cloud are now carbon neutral[i] — a milestone achieved in part by the company’s expansion of customer access to more energy-efficient cloud services through use of Amazon Web Services (AWS) as well as investment in carbon credits with Rubicon Carbon to cover residual emissions.
  • A commitment to reliable services: Genesys prioritises security and reliability to ensure uninterrupted service to all who use our platform. Our consistent connectivity is due in part to our foundation on AWS infrastructure.

This week, we published our 4th annual sustainability report, reaffirming our commitment to a strong sustainability foundation rooted in empathy, inclusion, engagement and innovation. The report details the progress we’ve made in driving positive change, including a significant milestone of achieving more than 10% organic reduction in carbon emissions during our last fiscal year. It also highlights three key takeaways for our customers and partners:

Takeaway 1: Genesys Cloud Is the Sustainable Choice for Businesses

Through the innovative Genesys Cloud platform, we’re not only enabling our customers with unmatched experience orchestration capabilities, but also providing energy-efficient products to promote progress for our customers on a broader scale.

As of fiscal year 2025, the operations of Genesys Cloud are carbon neutral. For the many organisations that are seeking to reduce Scope 3 emissions, this provides a significant opportunity to minimise the carbon and environmental footprint of their call centres, while modernising their customer and employee experiences when evolving from a traditional on-premises solutions.

We believe that diversity drives innovation. FY24 marked the strongest year for growth among underrepresented groups in our US workforce, with 35% of new hires identifying as people of color and over 30% of our global workforce being women. Our dedication to reaching our sustainability goals has influenced more than $200 million in new and retained business, reflecting the growing market preference for sustainable practices and solutions.

Takeaway 2: Responsible Innovation

Genesys is at the forefront of responsible innovation, delivering unmatched AI-powered orchestration capabilities designed with transparency, ethics and responsibility. We have established a comprehensive AI ethics program, overseen by an AI Ethics Board, to ensure that as we grow, our standards do, too.

Our guidelines prioritise empathy, privacy, bias reduction and transparency in AI decision-making processes. We collaborate with AWS to enhance AI innovation and share a focus on ethical AI use. Additionally, our partnership with the University of Galway helps us research and address potential AI biases, further supporting ethical and equitable AI development.

Beyond AI, we’re committed to responsible innovation in all aspects of our business. The opening of our new R&D centre in Budapest achieved LEED Gold status, underscoring our commitment to sustainable development.

Takeaway 3: Uptime and Security (Rest assured, we’ve got your back.)

We pride ourselves on providing reliable and secure services. The Genesys Cloud platform, built on the robust AWS infrastructure, uses multiple Availability Zones to ensure smooth and consistent connectivity. This has enabled us to achieve an impressive 99.986% uptime, demonstrating our commitment to providing uninterrupted service.

We also prioritise data privacy and security by ensuring that we’re compliant with globally recognised standards. Our dedicated teams are constantly working to enhance our safeguards to address emerging threats. These comprehensive measures give customers confidence in the security of our services, enabling them to operate more seamlessly.

Driving Business Success Through Sustainability

At Genesys, we believe sustainability drives business success. Our commitment to empathy, innovation and socially responsible operations ensures that we continue to deliver value while making a positive impact on society and the environment. And we’re not alone; many businesses around the world are taking action to play a role in a sustainable future. Unfortunately, some struggle with the belief that you cannot achieve sustainability without negatively impacting their bottom line — but that just isn’t the case.

Sustainability drives business optimisation; plays a significant role in company culture, attracting and retaining the best talent; and reduces corporate risk.

While companies face significant pressure to demonstrate positive momentum in their sustainability efforts, it’s important that they have visibility into the impact their partners can make on their progress — both good and bad. With the Genesys “Fiscal Year 2024 Sustainability” report, we not only provide our customers with the transparency around sustainability they desire but help pave the way for others to build more sustainable business practices into their strategies. Through these efforts, we hope to drive collective action that will make a lasting and impactful change for generations to come.

Take a moment to read the “Fiscal year 2024 Sustainability Report” to see how we’re making a difference, learn about the benefits of sustainability and see how you can play a part as a sustainable company.

 

[i] Genesys calculates the annual emissions from the operations of Genesys Cloud based on (i) the estimated annual emissions from Genesys Cloud AWS usage and its internal IT computing on AWS using the AWS Customer Carbon Footprint Tool, plus (ii) the estimated annual emissions of Genesys Cloud Edge (i.e., telephony hardware) devices. Genesys plans to apply carbon credits purchased from Rubicon Carbon against these annual emissions, resulting in a carbon-neutral footprint for the operations of Genesys Cloud.