Latest news with #GenesysCloud™
Business Wire
31-07-2025
- Business
- Business Wire
Genesys Announces $1.5 Billion Investment by Salesforce and ServiceNow
SAN FRANCISCO--(BUSINESS WIRE)-- Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, today announced $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company agreeing to invest an equal amount. This milestone reinforces the strength of Genesys as the strategic customer experience (CX) orchestration platform for all enterprises and deepens its global partnerships with both Salesforce and ServiceNow. Proceeds from the investment will be used to repurchase shares from the company's existing equity holders. Hellman & Friedman and Permira remain the company's majority equity owners. The Genesys Cloud™ platform has continued to see accelerated growth as organizations look to transform their CX strategies with AI. The platform reached nearly $2.1 billion annual recurring revenue (ARR) i during the first quarter of the company's fiscal year 2026 (Feb. 1 – April 30, 2025), representing year-over-year growth over 35%, and average quarterly net revenue retention (NRR) ii exceeding 120% for the last four fiscal quarters. 'Genesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that can drive loyalty, grow revenue and reduce operating costs,' said Tony Bates, chairman and CEO of Genesys. 'We're proud to have the support of industry leaders like Salesforce and ServiceNow, and we believe this reflects growing momentum around agentic AI and the importance of connected, autonomous customer experiences.' 'This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital,' said David Schmaier, president and chief strategy officer, Salesforce. 'As leaders in our respective markets, we're excited to further integrate our products and help redefine what's possible in this new AI era, supporting our joint customers as they transform their contact centers and customer experiences.' 'Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences,' said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. 'Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalize at scale and deliver measurable outcomes.' Genesys Cloud, the AI-Powered Experience Orchestration platform, enables companies to increase customer loyalty and employee productivity, drive revenue growth and reduce operating costs. Offering essential agentic, conversational, generative and predictive AI capabilities, Genesys Cloud helps organizations differentiate with smarter, more autonomous CX strategies that deliver efficient, effective and emotionally intelligent experiences. Both Salesforce and ServiceNow have global partnerships with Genesys that help organizations around the world orchestrate end-to-end customer journeys. This expanded investment builds on: CX Cloud from Genesys and Salesforce: a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud and Salesforce Service Cloud. The solution helps customers spanning global enterprises to midsize businesses to unify their data, agents and communication channels for smarter end-to-end customer and employee experiences. Unified Experience from Genesys and ServiceNow: an integrated solution that combines Genesys Cloud and the ServiceNow Customer Service Management (CSM) workflow. The turnkey, AI-powered solution unifies customer service teams through a single desktop, centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences. The investment is expected to close by the end of the Genesys fiscal year 2026, subject to satisfaction of customary closing conditions. Genesys was advised by Goldman Sachs and J.P. Morgan Securities LLC as financial advisors and Skadden, Arps, Slate, Meagher & Flom LLP as legal counsel. Forward-Looking Statements Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release. About Salesforce Salesforce helps organizations of any size reimagine their business with AI. Agentforce – the first digital labor solution for enterprises – seamlessly integrates with Customer 360 applications, Data Cloud, and Einstein AI to create a limitless workforce, bringing humans and agents together to deliver customer success on a single, trusted platform. Visit for more information. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: About Genesys Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit © 2025 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. i Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four. ii Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period.
Yahoo
16-06-2025
- Business
- Yahoo
Four Inc. Collaborates with Genesys to Deliver Enhanced Customer Experience Solutions to the Public Sector
HERNDON, Va., June 16, 2025 /PRNewswire/ -- Four Inc. has been named a public sector IT distributor for Genesys®, a global cloud leader in AI-Powered Experience Orchestration. Four Inc. will provide Genesys Cloud™ to the public sector through Four Inc.'s NASA Solutions for Enterprise-Wide Procurement (SEWPV), Information Technology Enterprise Solutions- Software 2 (ITES-SW2) contract, U.S. General Services Administration (GSA), and OMNIA Partners contract vehicles and its network of channel partners as part of Four Inc.'s distribution program. This collaboration aims to deliver Genesys Cloud, an industry-leading Experience Orchestration platform, to organizations enabling them to enhance citizen engagement and improve service delivery. Four Inc. will leverage its deep understanding of the public sector market to bring the Genesys Cloud platform to a wider audience. This will empower agencies to modernize their communication infrastructure, streamline operations, and provide seamless, personalized experiences to citizens across all channels. "Four Inc. is committed to providing our public sector customers with innovative and effective IT solutions," said Chris Wilkinson, EVP of Sales at Four Inc. "Partnering with Genesys strengthens our ability to offer our partners and customers access to cutting-edge cloud-based experience orchestration solutions. This will improve citizen engagement through seamless and personalized experiences for constituents across various communication channels." With Genesys Cloud, organizations can coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, native and turnkey AI and end-to-end journey optimization. Genesys Cloud will be available via Four Inc.'s NASA SEWPV, ITES-SW2, GSA, OMNIA Contract Vehicles. For more information, contact Four Inc. at sales@ About Four Inc. is a trusted Public Sector IT Distributor and has been recognized as a Top 100 government contractor on Washington Technology's Top 100 Report consecutively for the last ten years. Four Inc.'s expertise of the federal IT contracting process and their carefully crafted ecosystem of manufacturers and partners has enabled them to expertly deliver the right technology solutions and services to their customers. Through their proven experience and dedication to their core values, they have earned the IT community's respect and trust. Media Contactmarketing@ View original content: SOURCE Four LLC
Korea Herald
23-05-2025
- Business
- Korea Herald
Genesys Strengthens Asia Pacific Leadership Team
Mao Gen Foo, DongWook Kim, and Maya Rashed take on key sales and marketing roles to accelerate AI-Powered Experience Orchestration adoption and deepen customer impact across the region SINGAPORE, May 19, 2025 /PRNewswire/ -- Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, today announced three leadership appointments in Asia Pacific (APAC) to accelerate regional adoption of the Genesys Cloud platform and support businesses in their cloud and digital customer experience (CX) transformation. Mao Gen Foo joins the APAC leadership team as Vice President of Sales for Asia, DongWook Kim is appointed Country Manager for Korea, and Maya Rashed steps in as Senior Director, Asia Pacific and Japan (APJ) Marketing. APAC represents a uniquely diverse and high-growth landscape, requiring a nuanced, data-driven approach to customer engagement that aligns with the region's evolving digital and economic priorities. To meet this opportunity, these leaders will drive further adoption of the Genesys Cloud ™ platform, help enterprises realize new levels of value from CX orchestration, and sharpen go-to-market strategies to better serve the region's dynamic needs. Albert Nel, Senior Vice President for APJ at Genesys, commented,"Asia Pacific continues to provide strong opportunities for Genesys, and these appointments reflect a significant investment in the talent and leadership needed to scale our impact. Mao Gen, DongWook and Maya bring extensive experience across key business functions — critical to driving our AI-Powered Experience Orchestration strategy. Their leadership will enhance our ability to help organisations transform how they connect with customers, delivering more empathetic, outcome-driven experiences." With nearly 30 years of experience at companies such as Qualtrics and OpenText, where he built and scaled high-performing sales organizations across Southeast Asia, Greater China, Korea, and India, Mao Gen Foo, Vice President of Sales, Asia, will lead revenue growth and customer success strategies across key Asian markets. "My focus is on empowering our teams to deliver measurable outcomes, strengthening our partner ecosystem, and helping businesses unlock the full value of the Genesys Cloud platform as they navigate growth and innovation," said Mao Gen. As Country Manager for Korea, DongWook Kim will oversee business expansion, customer engagement, and strategic partnerships across the Korean market. With over 20 years of experience at enterprise solution companies such as UiPath and SAS Korea, DongWook brings deep expertise in cloud platforms, information technology, and data analytics."With cloud and AI adoption emerging as key business value drivers for Korean enterprises, I'm committed to deepening our market presence by aligning with local business needs and helping customers accelerate transformation by combining AI innovation, cloud scalability, and local market insight," said Kim. Based in Sydney, Maya Rashed steps in as Senior Director, APJ Marketing, bringing over 20 years of experience in B2B technology and SaaS marketing, including senior leadership roles at Okta, Oracle, and Confluent. "Driving growth in a dynamic region like APAC requires precision, collaboration, and a deep understanding of customer needs. My aim is to build scalable marketing programs that align closely with sales, accelerate demand, and elevate customer engagement at every stage of their journey," said Rashed. These leadership appointments underscore the continued momentum of Genesys across APAC. During fiscal year 2025, in APAC, Genesys Cloud grew to supporting over 1,400 customers with nearly 30% growth in users year-over-year, including some of the region's most recognised customer-centric brands, including Atomy, Beyond Bank, Maxicare, Zensar Technologies. Meanwhile, the shift toward automation is accelerating across the region with organisations driving more self-service interactions. This is evidenced by a 120% year-over-year increase in AI chatbot sessions and a more than 250% year-over-year surge in AI voicebot minutes during the same period. Strengthening its regional footprint, Genesys has made investments in both infrastructure and talent, with a growing team of over 1,500 employees in APAC. Currently, Genesys offers full-service cloud availability in five Amazon Web Services (AWS) Regions in APAC including AWS Asia Pacific (Mumbai), AWS Asia Pacific (Seoul), AWS Asia Pacific (Tokyo), AWS Asia Pacific (Osaka) and AWS Australia (Sydney), with more locations expected in the future. It also provides satellite availability in AWS Asia Pacific (Singapore), AWS Asia Pacific (Hong Kong), and AWS Asia Pacific (Jakarta). This regional presence enables Genesys to help businesses meet data privacy and regulatory requirements across APAC. Media Contact Manali Pattnaik Director APAC Communications, Genesys +65-8321 7924
Yahoo
19-05-2025
- Business
- Yahoo
Genesys Strengthens Asia Pacific Leadership Team
Mao Gen Foo, DongWook Kim, and Maya Rashed take on key sales and marketing roles to accelerate AI-Powered Experience Orchestration adoption and deepen customer impact across the region SINGAPORE, May 19, 2025 /PRNewswire/ -- Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced three leadership appointments in Asia Pacific (APAC) to accelerate regional adoption of the Genesys Cloud platform and support businesses in their cloud and digital customer experience (CX) transformation. Mao Gen Foo joins the APAC leadership team as Vice President of Sales for Asia, DongWook Kim is appointed Country Manager for Korea, and Maya Rashed steps in as Senior Director, Asia Pacific and Japan (APJ) Marketing. APAC represents a uniquely diverse and high-growth landscape, requiring a nuanced, data-driven approach to customer engagement that aligns with the region's evolving digital and economic priorities. To meet this opportunity, these leaders will drive further adoption of the Genesys Cloud™ platform, help enterprises realize new levels of value from CX orchestration, and sharpen go-to-market strategies to better serve the region's dynamic needs. Albert Nel, Senior Vice President for APJ at Genesys, commented, "Asia Pacific continues to provide strong opportunities for Genesys, and these appointments reflect a significant investment in the talent and leadership needed to scale our impact. Mao Gen, DongWook and Maya bring extensive experience across key business functions — critical to driving our AI-Powered Experience Orchestration strategy. Their leadership will enhance our ability to help organisations transform how they connect with customers, delivering more empathetic, outcome-driven experiences." With nearly 30 years of experience at companies such as Qualtrics and OpenText, where he built and scaled high-performing sales organizations across Southeast Asia, Greater China, Korea, and India, Mao Gen Foo, Vice President of Sales, Asia, will lead revenue growth and customer success strategies across key Asian markets. "My focus is on empowering our teams to deliver measurable outcomes, strengthening our partner ecosystem, and helping businesses unlock the full value of the Genesys Cloud platform as they navigate growth and innovation," said Mao Gen. As Country Manager for Korea, DongWook Kim will oversee business expansion, customer engagement, and strategic partnerships across the Korean market. With over 20 years of experience at enterprise solution companies such as UiPath and SAS Korea, DongWook brings deep expertise in cloud platforms, information technology, and data analytics. "With cloud and AI adoption emerging as key business value drivers for Korean enterprises, I'm committed to deepening our market presence by aligning with local business needs and helping customers accelerate transformation by combining AI innovation, cloud scalability, and local market insight," said Kim. Based in Sydney, Maya Rashed steps in as Senior Director, APJ Marketing, bringing over 20 years of experience in B2B technology and SaaS marketing, including senior leadership roles at Okta, Oracle, and Confluent. "Driving growth in a dynamic region like APAC requires precision, collaboration, and a deep understanding of customer needs. My aim is to build scalable marketing programs that align closely with sales, accelerate demand, and elevate customer engagement at every stage of their journey," said Rashed. These leadership appointments underscore the continued momentum of Genesys across APAC. During fiscal year 2025, in APAC, Genesys Cloud grew to supporting over 1,400 customers with nearly 30% growth in users year-over-year, including some of the region's most recognised customer-centric brands, including Atomy, Beyond Bank, Maxicare, Zensar Technologies. Meanwhile, the shift toward automation is accelerating across the region with organisations driving more self-service interactions. This is evidenced by a 120% year-over-year increase in AI chatbot sessions and a more than 250% year-over-year surge in AI voicebot minutes during the same period. Strengthening its regional footprint, Genesys has made investments in both infrastructure and talent, with a growing team of over 1,500 employees in APAC. Currently, Genesys offers full-service cloud availability in five Amazon Web Services (AWS) Regions in APAC including AWS Asia Pacific (Mumbai), AWS Asia Pacific (Seoul), AWS Asia Pacific (Tokyo), AWS Asia Pacific (Osaka) and AWS Australia (Sydney), with more locations expected in the future. It also provides satellite availability in AWS Asia Pacific (Singapore), AWS Asia Pacific (Hong Kong), and AWS Asia Pacific (Jakarta). This regional presence enables Genesys to help businesses meet data privacy and regulatory requirements across APAC. About Genesys Please visit Media Contact Manali Pattnaik Director APAC Communications, Genesys +65-8321 7924 View original content: SOURCE Genesys Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
14-05-2025
- Business
- Business Wire
Redefining Hospitality through Innovation: Genesys Cloud Elevates the IHG Guest Experience
SAN FRANCISCO--(BUSINESS WIRE)-- Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, announced that the Genesys Cloud™ platform is helping IHG Hotels & Resorts, one of the world's leading hotel companies, take its guest services to new heights and create more memorable stays. IHG has unified its global call center operations on Genesys Cloud, modernizing how it delivers consumer experiences. With Genesys, IHG can orchestrate personalized, world-class service to further differentiate itself with more thoughtful, empathetic hospitality. A recent Genesys study revealed that 56% of respondents rated Hospitality and Travel as having the best customer service. With so many brands vying for attention, standing out means getting the experience right every time. Backed by Genesys Cloud, IHG is differentiating itself by setting a new bar for elevated, customized experiences that surpass guest expectations. From booking a stay in Rome, to requesting extra pillows in Paris, to upgrading a room in Kyoto, Genesys helps IHG enhance important touchpoints along the guest journey. 'IHG's decision to implement Genesys Cloud was driven by our commitment to enhancing the guest experience through cutting-edge technology and future-proofing our contact center capabilities,' said Mary Henderson, head of reservations and customer care technology at IHG Hotels & Resorts. 'This transition ensures we have a best-in-class solution that optimizes operations, engages guests and empowers our agents to deliver seamless service at scale.' Recently, IHG executed one of its largest-ever customer experience center transformations, migrating thousands of guest services agents and thousands of toll-free numbers across eight global sites— without any downtime. Behind the scenes, an enormous network of people, platforms and phone lines came together to ensure guests get answers faster than they can say, 'Late checkout, please.' ' With innovation at the heart of their guest experience, IHG is showing what modern hospitality looks like,' said Scott Cravotta, chief customer officer at Genesys. 'By tapping into Genesys Cloud, IHG has built a future-ready foundation, enabling them to enhance operational efficiency, optimize agent performance, and set a new standard for intelligent guest engagement in the hospitality industry.' To further enhance IHG contact center operations, Genesys is equipping the company with next-generation AI capabilities through its Genesys Cloud platform. Building on the successful deployment of advanced voice and digital channels, workforce engagement management, and intelligent routing, Genesys is enabling IHG to optimize operations, enhance self-service options and create more seamless guest interactions. This modernization journey is taking IHG to the next level of experience orchestration to elevate guest experiences and operational efficiencies. About Genesys Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
