Genesys Reports Record Fourth Quarter as Organizations Accelerate the Adoption of AI-Powered Experience Orchestration

SAN FRANCISCO, March 26, 2026 - Genesys^®, a global cloud leader in AI-Powered Experience Orchestration, today announced a record-setting fourth quarter (Nov. 1, 2025-Jan. 31, 2026) finish to its fiscal year 2026. The Genesys Cloud™ platform ended the fourth quarter with nearly $2.6 billion in annual recurring revenue (ARR)ⁱ, growing more than 35% year-over-year. This performance propelled the company to reach nearly $3 billion of total revenue in fiscal year 2026, representing a 13% growth rate year-over-year.

Strong adoption of Genesys Cloud AI fueled platform expansion, reinforcing the company's momentum in leading the next era of agentic, AI-powered orchestration in the experience economy. As of January 31, 2026, more than 70% of Genesys Cloud customers were using Genesys Cloud AI. During the fiscal year, 20% of Genesys Cloud new business annual contract value (ACV) was Genesys Cloud AI, underscoring the role of AI as a core driver of digital transformation initiatives by enterprises.

In the fourth quarter, Genesys closed more than 50 seven-figure ACV deals, representing an increase of more than 35% year-over-year. Notably, over 10 of these deals were AI-led, with AI capabilities accounting for more than 50% of total ACV in each of those deals. These deals include one of the world's largest mail and parcel providers and a multinational automotive financial services organization.

"Our focus has always been to bring together every end-to-end experience in a way that is both intelligent and deeply human," said Tony Bates, chairman and CEO of Genesys. "Our progress demonstrates that AI-powered orchestration is not a future aspiration - it's happening now, and enterprises are realizing significant value. Organizations are standardizing on Genesys Cloud to modernize their operations, strengthen customer trust and confidently lead in the era of agentic AI."

Enterprise expansion remained strong throughout the fiscal year, driven by new and existing customers broadening their use of AI, automation and digital engagement capabilities across the Genesys Cloud platform. Genesys Cloud net revenue retention (NRR)ⁱⁱ once again exceeded 120% for the quarter, representing 12 consecutive quarters above this threshold, demonstrating strong expansion within its existing customer base, including growing enterprise standardization on Genesys Cloud as the strategic platform for customer experience (CX) orchestration.

Genesys was highly profitable in fiscal year 2026 with strong GAAP and non-GAAP operating margins and significant positive free cash flow generation. Additionally, Genesys continued its substantial investment in innovation, including nearly $450 million in research and development to maintain its leadership in AI-powered experience orchestration.

Advancing Agentic AI Innovation at Scale

AI-powered conversations on Genesys Cloud grew more than 120% year-over-year during the period as consumers increasingly engaged with brands through intelligent, personalized interactions. The number of summaries generated by Genesys Cloud Agent Copilot increased more than 3X year-over-year, helping agents streamline after-call work and stay focused on delivering empathetic service. Genesys Cloud Supervisor AI is transforming how organizations manage workforce performance and operations, combining real-time assistance and automated evaluation to drive smarter coaching and more consistent customer experiences. The number of organizations using Supervisor AI capabilities more than doubled year-over-year, reflecting rising demand for AI-driven operational intelligence. By automatically scoring interactions with an average accuracy of 95%, Genesys Cloud Virtual Supervisor is enabling leaders to evaluate and coach agents more efficiently, enabling more consistent, emotionally intelligent experiences at scale.

Continuing its strong history of innovation, Genesys introduced a series of agentic AI advancements during the fiscal year designed to move enterprises beyond scripted automation toward responsible, goal-driven autonomy. This includes the first agentic virtual agents built with large action models (LAMs) for enterprise CX, delivering greater contextual awareness and the ability to carry customer requests through resolution across complex workflows. With Genesys Cloud™ AI Studio and AI Guides, organizations can design and govern these agentic experiences with defined guardrails, permissions and transparency to scale autonomous and risk-managed engagement without sacrificing oversight or compliance. Genesys is also advancing open standards, including Agent-to-Agent (A2A) and Model Context Protocol (MCP), to enable AI agents to securely collaborate across systems and coordinate multistep customer outcomes under centralized enterprise control.

Customers Realize Business Impact with Genesys Cloud

During fiscal year 2026, Genesys surpassed more than 2 million users on the Genesys Cloud platform, underscoring its global adoption and role as the strategic foundation for AI-Powered Experience Orchestration. More than 7,000 organizations worldwide rely on Genesys Cloud, including ESPN, IHG Hotels & Resorts, Sephora Brazil, Virgin Atlantic, AAA Western and Central New York, Beneva, Government of Sharjah, National Bank of Canada, United Federal Credit Union and the State of Utah, among others. With Genesys Cloud, these organizations can deliver loyalty and efficiency at scale, enabling their CX to be a catalyst for business growth.

Highlighted customer success includes:

• Banco Bradesco, one of Brazil's largest financial institutions with more than 80,000 employees and 3,000 branches nationwide, leveraged Genesys Cloud to reduce its cost to serve by 30% and lower total cost of ownership by approximately 15%. Using CX Cloud from Genesys and Salesforce, the bank unified customer journeys and gave agents real-time customer context through a single interface. These improvements drove a 22-point increase in Net Promoter Score (NPS), strengthening customer trust and enabling Bradesco to deliver consistent, high-quality experiences at scale.
• Best Buy Canada has achieved a 20% reduction in operating costs since implementing Genesys Cloud and its AI capabilities. The retailer consolidated legacy systems onto Genesys Cloud and leveraged Genesys Cloud Virtual Agents and Agent Copilot to improve efficiency, leading to a 19% reduction in average handle time and a 40% decline in call transfers.
• Cemex, an industry-leading global construction materials and solutions company, is projecting millions in cumulative savings over two years using Genesys Cloud. With improved visibility, faster service and AI-powered workforce engagement management, Cemex is delivering more responsive, personalized experiences for customers while increasing operational efficiency at scale.
• Coventry Building Society, one of the UK's largest building societies, has enhanced both customer and colleague experiences, achieving reductions in average handle time (AHT) and improvements in customer wait times. The team is now exploring further enhancements by applying AI-powered capabilities on the Genesys Cloud platform. By expanding the use of features including Genesys Cloud Agent Copilot, digital assistants and intelligent routing, the organization is delivering faster, more efficient customer interactions that strengthen loyalty and improve operational performance.
• Langley Federal Credit Union, one of the 100 largest credit unions in the US, has elevated its member experience with CX Cloud from Genesys and Salesforce, bringing AI-driven intelligence directly into every interaction. By bringing contact center and CRM data together in a unified, AI-powered solution, the credit union has accelerated response times, enhanced personalization and improved service consistency. The result is higher NPS and empowered agents who with real-time context can deliver empathetic, high-quality financial support.
• Mitsui Sumitomo Insurance and Aioi Nissay Dowa Insurance, subsidiaries of MS&AD Holdings, are transforming customer experience with Genesys Cloud. By integrating its customer engagement channels, removing data silos and implementing CX Cloud from Genesys and Salesforce, the companies aim to deliver more personalized customer experiences and enhance operational sophistication.
• P&N Group, one of Australia's largest customer-owned banking organizations, is transforming its contact center with CX Cloud from Genesys and Salesforce, bringing voice and CRM together in a unified AI-powered platform. By reducing manual tasks, driving annual productivity gains, strengthening operational efficiency and delivering high-quality summaries across 100% of calls, P&N Group is empowering its P&N Bank and BCU Bank contact center teams to deliver more personalized, customer-first service.
• StepChange Debt Charity is modernizing client support with Genesys Cloud, expanding digital channels - including web messaging and virtual assistants - that now manage 1,700 peak weekly sessions and increasing self-service registration by 60%. With 25% of payment calls fully automated and AI-powered Genesys Cloud Agent Copilot supporting advisors, the charity is delivering faster, more focused support to those facing financial hardship.
• UHealthSolutions, a nonprofit healthcare services organization, moved from a legacy, on-premises system to Genesys Cloud, enabling it to achieve nearly 100% uptime, reduce its agent onboarding time by 90% and increase the speed of deploying new capabilities by 75%. With Genesys Cloud, UHealthSolutions is now delivering more reliable, efficient service while empowering agents with the flexibility and tools needed to support evolving healthcare needs.

Industry Recognition

During fiscal year 2026, Genesys continued to be recognized for its innovation in AI and experience orchestration, as well as for its culture and sustainability efforts by industry experts. Highlighted recognition includes:

• Named a Leader in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS),ⁱⁱⁱ marking the 11th consecutive year Genesys has been recognized as a Leader.
• Ranked highest in three of five Use Cases in the 2025 Gartner^® Critical Capabilities for Contact Center as a Service report,^iv positioned with highest scores in High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center.
• Recognized as a Leader in the IDC MarketScape: Worldwide Conversational AI Platforms for Front-Office Use Cases 2025-2026 Vendor Assessment^v
• Positioned as a Leader in the IDC MarketScape: Worldwide General-Purpose Conversational Artificial Intelligence Platforms 2025 Vendor Assessment.^vi
• Recognized as a Leader in the Frost Radar™: Workforce Engagement Management (WEM), 2025 Report.^vii
• Named a Leader in the Frost Radar™: Customer Experience Platforms 2025 for Asia-Pacific^viii Latin America^ix EMEA^x and North America.^xi
• Named to G2's 2026 Best Software Awards for Best Agentic AI Software and Best Customer Service Software.
• Winner of Best Use of AI in Customer Service at the 2025 A.I. Awards by The Cloud Awards.
• Certified™ as a Great Place to Work^® across 17 countries, reflecting employee feedback and reinforcing the Genesys commitment to building an inclusive, empathetic and high-performing global workforce.
• Named one of Glassdoor's Best-Led Companies of 2025, reflecting strong employee feedback and recognition of the Genesys leadership team for fostering a culture grounded in empathy, trust, collaboration and innovation.
• Awarded a fourth consecutive Gold Medal from EcoVadis, the world's most trusted provider of business sustainability ratings. Genesys received its highest score to date, placing the company in the top 4% of over 150,000 companies rated globally by the organization.

Genesys Cloud Agentic Virtual Agent powered by large action models is currently in limited availability and is expected to be generally available globally in the first quarter of the company's fiscal year 2027 (February 1, 2026-April 30, 2026).

A2A and MCP orchestration capabilities are expected to be generally available in the second quarter of the company's fiscal year (May 1, 2026-July 31,2026).

Forward-Looking Statements
Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit https://www.genesys.AI.

^© 2026 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, AppFoundry and Genesys Orchestrators are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

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ⁱGenesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four.

ⁱⁱ Genesys Cloud NRR refers to Genesys Cloud net revenue retention. We define the cohort for Genesys Cloud NRR as the customers that generated revenue in the corresponding prior year fiscal quarter. For this cohort of customers, we calculate Genesys Cloud NRR by comparing the percentage of Genesys Cloud revenue retained in the current trailing twelve-month period to the Genesys Cloud revenue from the corresponding prior year trailing twelve-month period.

ⁱⁱⁱ Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025

^iv Gartner, Critical Capabilities for Contact Center as a Service, Jason Bridge, Drew Kraus, et al., 10 September 2025

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

^v IDC, IDC MarketScape: Worldwide Conversational AI Platforms for Front-Office Use Cases 2025-2026 Vendor Assessment, Doc #US53866226, December 2025

^vi IDC, IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment, Doc #US52972625, September 2025

^vii Frost & Sullivan, Frost Radar: Workforce Engagement Management, 2025, #KC0D-76, November 2025

^viii Frost & Sullivan, Frost Radar: Customer Experience Platforms in Asia-Pacific, 2025, #PG4R-76, October 2025

^ix Frost & Sullivan, Frost Radar: Customer Experience Platforms in Latin America, 2025, #KBC7-76, August 2025

^x Frost & Sullivan, Frost Radar: EMEA Customer Experience Platforms, 2025, #KBC9-76, September 2025

^xi Frost & Sullivan, Frost Radar: Customer Experience Platforms in North America, 2025, #KBC8-76, October 2025