Genesys Achieves Strong Growth in Q1 FY2027, Driven by Enterprise Adoption of Agentic AI for Experience Orchestration

San Francisco – June 4, 2026 – Genesys®, a global cloud leader in AI-powered experience orchestration, today announced strong growth in the first quarter of fiscal year 2027 (February 1 to April 30, 2026). This growth is driven by continued enterprise adoption of the Genesys Cloud™ platform and increasing demand for AI capabilities to orchestrate customer journeys, business workflows, and customer engagement at scale.

During the quarter, the Genesys Cloud™ platform reached $2.8 billion in annual recurring revenue (ARR), representing approximately 35% year-over-year growth. Additionally, Genesys Cloud’s net revenue retention rate (NRR) exceeded 120% this quarter, indicating strong expansion within the existing customer base and confirming enterprises’ strategic adoption of Genesys Cloud as a foundational platform for customer experience (CX) orchestration, with further expansion of feature utilization. Expansion in the enterprise segment continues, with approximately 45% of Genesys Cloud’s revenue in Q1 coming from regions outside North America.

Tony Bates, Chairman and Chief Executive Officer of Genesys, stated:
"AI is transitioning from experimentation to full-scale enterprise deployment, and businesses require a strategic platform capable of orchestrating customer experiences across the entire organization. This strong growth reflects increasing demand for Genesys Cloud, demonstrating how enterprises are modernizing operations and enhancing customer loyalty by delivering more personalized, human, and empathetic engagement at scale."

Agentic AI-Driven Experience Orchestration Delivers Business Impact for Customers

Today, over 7,000 companies and organizations worldwide use Genesys Cloud, including Panasonic Digital, Achieve, Banco de Crédito del Perú, Banco Galicia, Latham, Pool Company, OSF Healthcare, Texas Department of Motor Vehicles, TOTVS, and Western Dental. These organizations leverage Genesys Cloud to orchestrate customer and employee experiences across their entire business. As AI adoption accelerates, customers are using Genesys Cloud AI to improve operational efficiency, strengthen customer loyalty, and achieve tangible business outcomes. Key examples include:

Utility Warehouse: The UK-based multi-service utility platform is using Genesys Cloud AI to simplify the delivery of home infrastructure services while scaling its operations. By deploying the Genesys Cloud Agentic Virtual Agent (AVA) and consolidating onto a single AI-powered platform in just three weeks, the company doubled its in-channel resolution rate. This has reduced customer service costs while enabling faster, more personalized customer experiences.

Riachuelo: The Brazilian fashion retail giant is using Genesys Cloud AI to integrate apparel manufacturing, retail, and financial services, streamlining customer experiences across its entire business. As a result, customer satisfaction (CSAT) improved by 11 points, and technology-related costs were reduced by 26%. By leveraging features such as Genesys Cloud Agent Copilot, Speech and Text Analytics, and Workforce Engagement Management (WEM), the company increased operational productivity by 400%, reduced handling time by 75%, and decreased average handle time (AHT) by 28%, achieving significant improvements in operational efficiency.

CLEAResult: North America’s largest provider of energy efficiency, energy transition, and energy sustainability services is using Genesys Cloud AI to enhance customer support efficiency and optimize large-scale operations. The deployment of Genesys Cloud Agent Copilot reduced after-call work (ACW) by over 70%, while the Genesys Cloud Virtual Agent reduced call volume by 20%.

CarMax: A leader in the automotive retail industry for over 30 years, CarMax leverages Genesys Cloud AI to support more than 7 million customer interactions annually, further enhancing customer experience. Integration of insights and connectivity with CRM solutions has improved visibility into customer touchpoints and employee performance. This has enabled greater operational efficiency, seamless customer experiences, and continuous innovation across the entire customer journey.

Carglass: The provider of vehicle glass repair and replacement services has increased call volume from served customers by 14% and reduced repeat inquiries by 42% through Genesys Cloud AI. Additionally, customer contact rates in outbound campaigns have improved by 13%. Furthermore, by integrating digital channels such as WhatsApp with AI, automation, and Genesys Cloud Workforce Engagement Management, the company has enabled advanced self-service and customer-led appointment scheduling.

Electrolux: The world-renowned home appliance manufacturer has improved customer sentiment by 47 points and reduced technology-related costs by 70% using Genesys Cloud AI. By leveraging Genesys Cloud Journey Management, Genesys Cloud Agentic Virtual Agent (AVA), and Genesys Cloud Copilots to unify voice, digital, and AI on a single platform, the company has delivered enhanced customer and employee experiences that drive efficiency and loyalty.

Ferguson Enterprises: North America’s largest specialty distributor of water- and HVAC-related solutions is using Genesys Cloud to deliver large-scale, consistent customer experiences