At Xperience 2025, Genesys made it clear: the future of customer experience (CX) isn’t just about AI—it’s about agentic AI. The cloud CX leader unveiled a slate of new orchestration capabilities designed to give AI more autonomy, while also reporting blockbuster financial results that signal growing enterprise demand.
By the Numbers: Big Growth, Bigger Deals
Genesys’ fiscal Q2 2026 results (covering May–July 2025) underscore its momentum:
- Genesys Cloud ARR: Nearly $2.2B, up ~35% YoY.
- Genesys Cloud AI ARR: Topped $250M, growing at nearly double the pace of overall platform revenue.
- Adoption: More than 55% of customers now use at least one AI capability.
- Retention: Net revenue retention (NRR) averaged over 120% for the past year.
- Mega deals: A $45M+ contract with a top-10 global bank—the second-largest in Genesys Cloud history—and another high-seven-figure deal with a Fortune 20 financial giant.
“We’ve always envisioned unifying every end-to-end experience in a deeply personalized, empathetic way,” said Tony Bates, chairman and CEO of Genesys. “With agentic AI, we’re turning that vision into impact.”
What’s New: Agentic AI Takes the Stage
Genesys framed its announcements as the dawn of agentic universal orchestration—AI agents that don’t just assist but collaborate, adapt, and coordinate. New features include:
- Agentic AI Agents for Genesys Cloud, boosting autonomy, contextual awareness, and support for Agent-to-Agent Collaboration (A2A) and Model Context Protocol (MCP).
- Genesys Cloud Work Automation: AI-driven case management and workflow tools spanning front and back office.
- Genesys Cloud Associate: A digital coworker for non-contact center staff, helping orchestrate operations across departments.
- Virtual Supervisor: Launched in March 2025, already adopted by 120+ organizations, it auto-scores interactions with 94% accuracy across languages.
The impact is already visible: virtual self-service conversations surged 120% YoY to 623M, while Genesys Cloud Agent Copilot generated 17M automated summaries in July alone—a 6X YoY jump.
The ServiceNow Tie-In
In a move that strengthens its enterprise play, Genesys expanded its strategic partnership with ServiceNow. The duo will roll out A2A orchestration, where AI agents autonomously collaborate across enterprise platforms—turning self-service into full-service without escalating to humans unless necessary.
This partnership puts Genesys squarely in the competitive mix with CX and workflow automation heavyweights like Salesforce, NICE, and Five9, all racing to define AI-driven enterprise orchestration.
Customers, Awards, and Community
True to form, Genesys put customer stories front and center. Winners of the 2025 Orchestrators Innovation Awards—including Aterian, Computacenter, emtelco, ENGIE, Harambee, IONOS, and Lighthouse Works—were recognized for AI-powered transformations in CX, sustainability, accessibility, and employee experience.
The company also introduced the Genesys Orchestrators program, a new digital hub that blends training, certifications, and community for CX pros. With personalized learning paths, AI-driven coaching, and gamified milestones, Genesys is making the case that people, not just platforms, are the differentiator in AI-era CX.
Why It Matters
The shift from call centers to AI-powered orchestration platforms is accelerating, and Genesys is positioning itself at the front of that curve. Its $2.2B ARR milestone and surging AI adoption prove enterprises aren’t just experimenting—they’re standardizing on AI to reduce costs, boost loyalty, and scale personalization.
Competitors are circling, but Genesys’ mix of financial momentum, product innovation, and ecosystem partnerships (hello, ServiceNow) could make it the vendor to beat in what’s shaping up as the defining CX battle of the decade.
As Bates put it: complexity is inevitable, but clarity is optional. Genesys wants to be the one selling clarity—powered by AI that doesn’t just assist but acts.
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