Genesys Customers Reach New Heights on Genesys Cloud

Ahead of Xperience 2023 (June 19-21), the customer experience (CX) event of the year, Genesys® highlights how organisations are transforming their customer engagement through the power of the Genesys Cloud™ platform. With nearly 30% year-over-year growth on the platform in total customers during the company’s most recent fiscal year 2023 (February 1, 2022-January 31, 2023), Genesys Cloud today powers more than 4,500 organisations to orchestrate loyalty-defining experiences that give them a competitive edge while helping them gain efficiency and scale. Strong customer demand for the all-in-one Experience Orchestration platform has propelled the company’s momentum with more than $2 billion total revenue reported in the last fiscal year.

Virgin Atlantic, M&T Bank, Nestle Nespresso UK&ROI, Coca Cola BSSC and Admiral are just a few of the thousands of leading brands that selected or expanded their use of Genesys Cloud last year. As a single unified platform and orchestration engine with a strong global presence, as well as continuous delivery of innovation across digital, AI and workforce engagement management (WEM), Genesys Cloud supports the needs of organisations — from small businesses up to those with 20,000+ users.

“The benefits Genesys Cloud customers are achieving speaks to the platform’s ability to meet the experience goals for any organisation, regardless of size, industry or location,” said Olivier Jouve, chief product officer at Genesys. “Our leadership in Experience Orchestration enables organisations to break free from their data silos and equips them with the necessary digital and AI technologies to nurture stronger and hyper personalised relationships with their employees and customers for better business outcomes.”

Genesys customers are transforming how they connect with their customers using the most innovative cloud platform on the market and adopting the latest digital and generative AI innovations, such as speech analytics and auto-summarisation. Highlights from last fiscal year include:

• The top 50 Genesys Cloud customers averaged nearly 8,000 unique agents on the platform, up approximately 30% year-over-year (as of the end of January 31, 2023, compared to January 31, 2022).
• Over 200% year-over-year growth in digital interactions, a more than 4X increase compared to voice.
• 60X year-over-year increase of usage of the platform’s native AI capabilities to support self-service strategies via voice and digital channels.
• More than 80% of Genesys Cloud customers deploy the Genesys Workforce Engagement Management solution, with 64% of customers using three or more capabilities, including gamification, workforce scheduling and optimisation, and quality assurance (as of the end of January 31, 2023, compared to January 31, 2022).

Key customer outcomes include:

Asia Pacific Region

• Robinhood, Thailand’s most popular food and shopping app chose Genesys Cloud to provide merchant, riders, and consumers with omni-channel customer experience and conversational AI.
• Flight Centre, a global travel company headquartered in Australia, deployed Genesys Cloud to 1,000 users across 10 countries in just 12 weeks, to support enhanced omnichannel customer experiences and enable greater flexibility to their multiple branded contact centres.
• As part of its digital transformation initiative, AIA Group, one of Korea’s leading insurance organisations, became the first financial services company in the country to adopt SaaS-based contact centre solution with the deployment of Genesys Cloud.
• Cathay Pacific, one of the world’s largest carriers of international passengers, moved from a legacy contact centre platform to Genesys Cloud amidst the challenges posed by the pandemic to boost agent productivity, operational excellence and enhance customer experience.
• Japan’s Persol Works Design, an HR, BPO and Help Desk/Contact Center outsourcing organisation (part of Persol Group), selected Genesys Cloud to enhance the quality of remote work operations of its contact centre, strengthen support for business continuity plans, and provide scalability in multichannel and non-voice seamless operations for the future.

Join Genesys at Xperience ‘23 to learn directly from our customers about how Genesys Cloud empowers them to transform their customer and employee experiences. The three-day event will feature some of today’s most forward-thinking organisations, including Virgin Atlantic, ATB Financial, Coca-Cola Bottlers’ Sales & Services Company, GM Financial, GSG, Lighthouse Works, The National Domestic Violence Hotline, Rabobank, TechStyleOS and more. Registration is open now.

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/en-sg.

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Genesys Contacts:

Manali Pattnaik

Genesys

manali.pattnaik@genesys.com

+65 – 8321 7924