Genesys Delivers Strong First Quarter Results as Enterprises Scale Agentic Experience Orchestration

Riding a wave of enterprise AI adoption, Genesys has strengthened its leadership in experience orchestration, achieving $2.8 billion in ARR while helping organizations transform customer engagement, operational efficiency and business outcomes through agentic AI.

Genesys, a global cloud leader in AI-Powered Experience Orchestration, today announced strong first quarter momentum for fiscal year 2027 (Feb. 1 – Apr. 30, 2026), driven by continued enterprise adoption of the Genesys Cloud™ platform and increasing demand for AI capabilities that help organisations orchestrate customer journeys, workflows and engagement at scale. 

Genesys Cloud reached $2.8 billion in annual recurring revenue (ARR)i during the quarter, representing growth of nearly 35% year-over-year. Genesys Cloud net revenue retention (NRR)ii again exceeded 120%, reflecting continued expansion within its customer base as organisations increasingly leverage the full platform capabilities of Genesys Cloud to modernise customer experiences and unify their front- and back-office operations. The company continued to expand its global enterprise footprint, with nearly 45% of Genesys Cloud revenue coming from outside of North America during the first quarter. 

“AI is moving from experimentation to enterprise scale, and organisations need strategic platforms that can orchestrate customer experiences across the business,” said Tony Bates, chairman and CEO of Genesys. “The momentum we’re seeing reflects growing demand for Genesys Cloud and its ability to help companies operate more efficiently, while strengthening customer loyalty through more personalised and empathetic engagement at scale.” 

"AI has reached a pivotal moment where organizations are moving beyond experimentation to enterprise-wide transformation. Genesys Cloud is enabling businesses to orchestrate every interaction with greater intelligence, empathy and efficiency, empowering them to deliver measurable outcomes while building deeper customer loyalty in an increasingly digital world."

— Tony Bates, Chairman and Chief Executive Officer, Genesys

Customers Continue to Realise Business Value with Agentic Experience Orchestration 
More than 7,000 organisations worldwide, including Achieve, Banco de Crédito del Perú, Banco Galicia, Latham, the Pool Company, OSF Healthcare, Panasonic Digital, Texas Department of Motor Vehicles, TOTVS and Western Dental use Genesys Cloud to orchestrate customer and employee experiences across their businesses. As AI adoption accelerates, customers are increasingly using Genesys Cloud AI to improve operating efficiency, deepen customer loyalty and drive measurable business outcomes.

The following customer examples highlight that impact:   

• Utility Warehouse, a UK multi-service utility platform, is simplifying essential services for households while scaling operations with Genesys Cloud AI. By deploying Genesys Cloud Agentic Virtual Agents in just three weeks and consolidating to a single AI-powered platform, the company increased its containment rates by 2X, reduced cost to service and is delivering faster, more personalised experiences.   
• Riachuelo increased Customer Satisfaction (CSAT) by 11 points and reduced technology costs by 26% after unifying its apparel manufacturing, retail and financial services operations with Genesys Cloud AI, streamlining experiences across the business. Using capabilities including Genesys Cloud Agent Copilot, Speech and Text Analytics, and Workforce Engagement Management, the retailer has improved operational efficiency with a 400% increase in productivity while reducing processing time by 75% and average handle time by 28%. 
• CLEAResult, the largest provider of energy efficiency, energy transition and energy sustainability services in North America, is leveraging Genesys Cloud AI to streamline customer support and improve efficiency at scale. With Genesys Cloud Agent Copilot, after-call work was reduced by over 70%, and Genesys Cloud Virtual Agent decreased call volume by 20%. 
• CarMax, a leader in automotive retail for more than 30 years, is elevating its customer experience by using Genesys Cloud AI to support more than 7 million interactions annually. By unifying insights and integrating with CRM solutions, the company has gained deeper visibility into customer touchpoints and associate performance, driving greater efficiency, more seamless experiences and continued innovation across the customer journey.   
• Carglass, a specialist in vehicle glass repair and replacement, answered 14% more customer calls, reduced repeat calls by 42% and increased outbound campaign contact rates by 13% with Genesys Cloud AI. By unifying digital channels including WhatsApp with AI, automation and Genesys Cloud Workforce Engagement Management, the company is delivering more intelligent self-service and independent appointment booking experiences. 
• Electrolux, one of the world’s biggest home appliance manufacturers, achieved a 47-point increase in customer sentiment while reducing overall technology costs by 70% with Genesys Cloud AI. By using Genesys Cloud Journey Management, Genesys Cloud Agentic Virtual Agent and Genesys Cloud Copilots to unify voice, digital and AI into a single platform, the company is enabling efficient, loyalty-driving customer and employee experiences.  
• Ferguson Enterprises, North America’s largest value-added distributor of essential water and air solutions, is delivering more connected experiences at scale with Genesys Cloud. By extending experience orchestration to branch employees through Genesys Cloud Associate, the company has increased answer rates and improved satisfaction, enabling customers to quickly reach knowledgeable local experts for faster, more effective service.  
• transcosmos inc., a leading Asia-Pacific BPO provider, is enhancing how it delivers connected, end-to-end customer experiences with Genesys Cloud. By using AI, speech recognition and callback functionality, the company has cut average wait times in half and achieved answer rates exceeding 90% — while saving more than 10,000 operational hours annually through reduced after-call work.  
• Actinver cut abandonment rates by more than 80%, reducing them to approximately 3% by using Genesys Cloud. The financial services organisation is leveraging Genesys Cloud AI capabilities to improve operational agility, strengthen real-time decision making and deliver more efficient customer experiences with greater visibility, control and security. 
• TELUS Communications, a Canadian national telecommunications company, is reducing average handle time and call transfers by 20% each through Genesys Cloud AI integration, driving measurable cost savings across service operations. Using the platform’s AI capabilities, including Genesys Cloud Predictive Routing and Genesys Cloud Agent Copilot, TELUS is helping simplify complex service journeys, reduce customer friction and connect people to the right resources faster.