Genesys

Genesys is a customer experience orchestration and contact center software provider headquartered in Menlo Park, California with roughly 6,000 employees, nearly $3 billion in FY2026 revenue, nearly $2.6 billion in Genesys Cloud ARR growing more than 35% year over year, Genesys Cloud AI ARR above $250 million, net revenue retention above 120% for 12 consecutive fiscal quarters, 8,000+ customers in 100+ countries, more than 7 billion conversations quarterly, and more than 2 million cloud users as of October 2025. Its core platform, Genesys Cloud CX, is a born-in-cloud, API-first, native multitenant SaaS platform built on AWS with AppFoundry integrations and AI embedded across routing, agent assistance, analytics, and automation.

Product coverage includes Agentic Virtual Agent with A2A and MCP interoperability, Agent Copilot, Supervisor Copilot, Virtual Supervisor, Predictive Routing with weekly model retraining, Speech and Text Analytics, AI Experience Tokens, AI Studio, and Knowledge AI. Genesys received a $1.5 billion strategic investment from Salesforce and ServiceNow in July 2025 and maintains ecosystem ties with AWS, Microsoft, Nuance, Teams, Dynamics 365, Epic, and Scuderia Ferrari HP.

Analyst recognition includes Gartner Magic Quadrant Leader status for CCaaS for 11 consecutive years, the top ranking in three of five 2025 Critical Capabilities use cases, Forrester Wave Leader recognition in Q2 2025, and IDC MarketScape Leader for Conversational AI in October 2025. Security and compliance coverage includes SOC 1 and SOC 2 Type 2, ISO 27001:2022, ISO 27017, ISO 27018, PCI DSS, HIPAA, HITRUST, GDPR, CCPA, FedRAMP Moderate, and ISO/IEC 42001:2023 for AI governance.

Public pricing starts at CX 1 for $75 per user per month, CX 2 for $115, CX 3 for $155, and CX 4 for $240, with 30 AI Experience Tokens per agent at the CX 4 tier. Named customers and references include Apple, UnitedHealth Group, Target, Verizon, and Rabobank, which reported $20 million in annualized value, 45% of questions answered by virtual assistants, and a 35% reduction in agent attrition.