Genesys kicked off Xperience 2025, its annual customer experience (CX) showcase, by highlighting record business growth and a new wave of agentic AI tools aimed at redefining customer and employee engagement.
The company’s second-quarter fiscal 2026 results (May 1–July 31, 2025) underscore strong momentum:
- Genesys Cloud ARR: Nearly $2.2 billion, up ~35% YoY
- Genesys Cloud AI ARR: Exceeded $250 million, growing almost 2X the pace of core cloud ARR
- Adoption: Over 55% of Genesys Cloud customers used at least one AI capability
The quarter also included two eight-figure ACV deals—including a $45M+ contract with a top-10 global bank—marking some of the largest in Genesys Cloud history.
“Our vision has always been to bring every end-to-end experience together in a deeply personalized, empathetic way,” said Tony Bates, CEO of Genesys. “The innovations we’re announcing today show how we’re making that a reality and preparing organizations for the era of agentic AI experience orchestration.”
Agentic AI Powers the Experience Economy
Genesys continues to expand its agentic AI capabilities across the Genesys Cloud platform, helping organizations orchestrate experiences autonomously while supporting employees and enhancing operational efficiency. Key highlights from Q2 include:
- Virtual self-service conversations: Grew 120% YoY to 623 million interactions
- Genesys Cloud Agent Copilot: Produced 17M automated summaries in July, a nearly 6X increase YoY
- Knowledge article queries: Surged from 250M to 1.2B YoY
- Genesys Cloud Virtual Supervisor: Adopted by 120+ organizations, scoring interactions with 94% average accuracy
New innovations announced at Xperience include advanced agentic AI agents, which enhance Copilots and Virtual Agents with greater autonomy, contextual awareness, and Agent-to-Agent collaboration (A2A). Genesys also introduced Genesys Cloud Associate, bridging front- and back-office operations for end-to-end case management and AI-driven workflow automation
Strategic Partnerships and CX Leadership
Genesys announced an expanded partnership with ServiceNow, enabling A2A orchestration across enterprise interactions. AI agents can now autonomously collaborate on tasks, boosting efficiency while maintaining a seamless customer experience.
The company also recognized leading customers through its Orchestrators Innovation Awards, honoring organizations including Aterian, Computacenter, emtelco, ENGIE, Harambee, IONOS, and Lighthouse Works for transformative use of AI-powered CX orchestration.
Additionally, Genesys unveiled the Genesys Orchestrators™ program, a new initiative that unifies education, community, resources, and certification for CX professionals. Designed to accelerate AI adoption, it provides role-based learning, AI readiness pathways, and community recognition — positioning participants to advance their organizations along Genesys’ Levels of Experience Orchestration maturity model.
Why It Matters
As AI transforms customer experience, Genesys is betting that agentic orchestration, powered by autonomous AI agents and integrated workflows, will become the new standard. Competitors like Salesforce, NICE, and Five9 are pushing generative and predictive CX tools, but Genesys’ combination of AI, education, and enterprise orchestration positions it as a market leader.
The Q2 numbers and new product announcements signal a clear message: AI-driven CX isn’t the future—it’s already scaling across the enterprise, and Genesys is driving the way.
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