Experience Orchestration as a Competitive Edge in CX

Genesys Customers Reach New Heights on Genesys Cloud CX

Leading organizations turn customer experiences into competitive advantage through the power of experience orchestration

Genesys® highlights how organizations are transforming their customer engagement through the power of the Genesys Cloud CX™ platform. Genesys Cloud CX powers more than 4,500 organizations 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 AtlanticM&T BankNestle Nespresso UK&ROICoca Cola BSSC and Admiral are just a few of the thousands of leading brands that selected or expanded their use of Genesys Cloud CX 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 CX supports the needs of organizations — from small businesses up to those with 20,000+ users.

"The benefits Genesys Cloud CX customers are achieving speaks to the platform's ability to meet the experience goals for any organization, regardless of size, industry or location," said Olivier Jouve, chief product officer at Genesys. "Our leadership in experience orchestration enables organizations to break free from their data silos and equips them with the necessary digital and AI technologies to nurture stronger and hyper personalized 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-summarization. Highlights from last fiscal year include:

  • The top 50 Genesys Cloud CX 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 4Xincrease compared to voice.
  • 60Xyear-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 CX customers deploy the Genesys Workforce Engagement Management solution, with 64% of customers using three or more capabilities, including gamification, workforce scheduling and optimization, and quality assurance (as of the end of January 31, 2023, compared to January 31, 2022).
Source Genesys media announcement

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