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ITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users

By Greg Tavarez September 19, 2023

Many customers today want immediate action to solve their problems, and customers are 2.4 times more likely to stick with a brand when their problems are solved quickly, according to Forrester. Customers demand 24/7 availability, clear communication channels, and a personalized service.

It is up to businesses to meet these demands, and Genesys is at the front of that charge. With a presence in more than 100 countries, Genesys utilizes cloud technology, digital innovations and artificial intelligence (AI) to redefine what's possible in the realm of customer service.

Organizations partnering with Genesys gain the ability to deliver not just customer service, but proactive, predictive and hyper-personalized experiences across every facet of marketing, sales and service (irrespective of the communication channel). Simultaneously, they're elevating the engagement and productivity levels of their employees.

This transformation isn't limited to front-end customer interactions alone. Genesys is on a mission to revamp back-office technology, turning it into a modern revenue velocity engine that fosters true intimacy at scale.

And the ultimate goal? Building unwavering customer trust and loyalty.

Now, the dedication Genesys has shown for the customer experience space has seen the AI-powered experience orchestrator’s platform, Genesys Cloud CX, surpass 1 million users, and the company ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.

Genesys also earned its ninth consecutive recognition as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service. Additionally, Genesys excelled in the Gartner Critical Capabilities Report, ranking highest in three of five Use Cases: High-Volume Customer Call Center, Customer Engagement Center and Global Contact Center.

These accolades affirm Genesys' commitment to its vision of AI-powered experience orchestration, delivering exceptional customer and employee experiences that inspire trust among its customers, partners and team members.

"Quarter after quarter, our results show that our customers, partners and industry experts have confidence in the strength of Genesys Cloud CX to lead the industry into a new era of AI-powered experiences," said Tony Bates, CEO and chairman of Genesys.

Another product that is driving Genesys’ revenue growth is the Genesys Cloud AI Experience. This comprehensive solution is designed to supercharge customer journeys with an array of innovative features. Through accelerated experience innovation, Genesys Cloud AI Experience leverages smarter personalization, automation and prediction to streamline the way organizations create and enhance tailored end-to-end customer journeys.

Imagine effortlessly integrating real-time data and customer signals to orchestrate proactive, personalized engagement across both digital and voice touchpoints. With Genesys Cloud AI Experience, this becomes a reality. This solution blends conversational AI, knowledge, agent assistance, predictive routing and predictive engagement into a single, integrated powerhouse. The result? Stronger, more efficient customer journeys that unfold in weeks, not quarters.

Additionally, Genesys continues to set the industry standard for responsible growth and global impact through its ESG initiatives. These include expanding support for nonprofits transitioning to the cloud, winning $75 million in RFPs due to its sustainability efforts, achieving a 30% representation of women in its global workforce and nurturing a diverse pipeline of Software as a Service talent.

"With our innovations and ecosystem, we're revolutionizing how businesses deliver higher levels of personalization to customers and empower their workforces for experiences that rise above the competition," said Bates.

To hear more from Genesys about customer experience, join Peter Graf, chief strategy and operations officer, Genesys, for his keynote session at ITEXPO 2024, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. Since 1999, ITEXPO has combined educational conference programming with a robust exhibit hall, networking events, and other activities, bringing together buyers and providers of business technology products and services that drive business success. Along with ITEXPO, #TECHSUPERSHOW includes MSP Expo, IoT Evolution Expo, Future of Work Expo, Enterprise Metaverse Expo, Generative AI Expo, and more.

Edited by Alex Passett
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CustomerZone360 Editor

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