Genesys Announces Strong Second Quarter Fiscal Year 2027 Momentum and Accelerates Agentic Orchestration at Enterprise Scale

Company expands Genesys Cloud capabilities and ecosystem to help enterprises put agentic AI to work across the customer journey

LAS VEGAS--(BUSINESS WIRE)--Genesys®, a global leader in agentic orchestration for customer experience (CX), today kicked off Xperience 2026 with strong business momentum and new Genesys Cloud™ platform innovations that help enterprises scale agentic AI across the customer journey. During the second quarter fiscal year 2027 (May 1–July 31, 2026) Genesys Cloud reached nearly $2.9 billion in annual recurring revenue (ARR)ⁱ, up more than 30% year over year. As customers expand their use of AI, Genesys Cloud AI ARR reached more than $400 million, with a year-over-year growth rate more than 2X that of Genesys Cloud ARR. Net revenue retention (NRR)ⁱⁱ remained above 120% for more than 12 consecutive quarters, reflecting continued customer adoption and expansion.

That momentum is reflected in the company’s broader financial performance, with total revenue growth of more than 20% year-over-year for the first half of fiscal year 2027.ⁱⁱⁱ Genesys was highly profitable during the same period, with greater than 30% GAAP and non-GAAP operating margins, and generated more than $500 million of free cash flow^iv during the 6-month period, fueling continued investment in innovation.

“Agentic AI is changing how companies operate around the customer,” said Tony Bates, chairman and CEO at Genesys. “By orchestrating people, AI, systems and workflows around customer intent, enterprises can create stronger experiences that build loyalty and growth. Our momentum reflects a broader shift from AI experimentation to enterprise-scale adoption, and Genesys Cloud is helping organizations make that transition with the context, governance and orchestration they need to move forward with confidence.”

Scaling Agentic Orchestration Across the Enterprise

Enterprise adoption of Genesys Cloud continues to expand as organizations translate AI investments into measurable business value. More than 7,500 organizations worldwide use Genesys Cloud, including over 600 customers with more than $1 million in Genesys Cloud ARR each. Across this global customer base, leading organizations including AAA Auto Club Enterprises, HSBC, Independence Blue Cross (IBX), IDEXX Laboratories Inc., Nestlé, Riachuelo, Roche, Schneider Electric, Vanguard and Vodafone are using Genesys Cloud to transform how they orchestrate AI-driven customer experiences to increase loyalty and improve operating efficiency.

The scale and reach of Genesys Cloud continues to expand as enterprises rely on the platform to support increasingly complex agentic customer experiences. Genesys Cloud now powers more than 33 billion voice, digital and AI-driven conversations and over 6.5 billion sentiment events annually, while processing more than 1 trillion API invocations each year. Genesys also continues to accelerate its pace of innovation, delivering more than 600 new Genesys Cloud features over the last 12 months.

Advancing the Agentic Orchestration Platform

Genesys introduced a series of innovations that advance Genesys Cloud as the agentic orchestration platform for CX, giving enterprises a way to coordinate AI agents, people, systems and workflows around the customer. This spans new capabilities including Genesys Cloud Navigator, Genesys Cloud Orchestrator, Contextual Intelligence and AI Control Plane, expanded Agentic Virtual Agent functionality, and a strengthened ecosystem of AI and technology partners, helping organizations move customers from intent to outcome across increasingly complex journeys.

Agentic orchestration: context, coordination and governance across the customer journey. Genesys Cloud Navigator, Genesys Cloud Orchestrator, Contextual Intelligence and AI Control Plane^v create an integrated foundation for agentic orchestration that will help organizations understand customer intent, maintain context, coordinate action and govern increasingly autonomous experiences. For customers, this means more connected journeys with less repetition and fewer disconnected handoffs.

Agentic Virtual Agent: advanced reasoning and action across the enterprise. Amid growing customer adoption, Genesys Cloud Agentic Virtual Agent is expanding with advanced AI reliability through the latest Scaled Cognition APT-2 large action model, more natural voice and speech and new tools to simplify building, testing and optimization. Deeper MCP and A2A interoperability, combined with more than 500 enterprise integrations and access to over 25,000 MCP-compatible tools through the Genesys acquisition of Pinkfish, connect customer conversations to the systems and AI agents needed to complete more complex requests. For customers, this means more natural self-service that can take action and carry more complex needs through to resolution.^vi

Open ecosystem: choice and interoperability across enterprise AI. New and continued collaborations with Adobe, AWS, Deepgram, ElevenLabs Salesforce, ServiceNow and Sierra^vii expand customer choice across AI, voice, messaging and enterprise technologies. The ecosystem helps organizations securely coordinate AI agents and workflows across the systems they already rely on to get customer work done, enabling more connected experiences through resolution.

For more information on the role of orchestration in the future of customer experience, read the new whitepaper, Winning in the Agentic Era: Orchestration as the Next Competitive Advantage in CX.

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 Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

© 2026 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud and Genesys Cloud CX 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 Over last 12 fiscal quarters. Genesys Cloud NRR refers to Genesys Cloud net revenue retention. Genesys defines the cohort for Genesys Cloud NRR as the customers that generated revenue in the corresponding prior year fiscal quarter. For this cohort of customers, Genesys calculates Genesys Cloud NRR by comparing the percentage of Genesys Cloud revenue retained in the current trailing twelve-month period to the Genesys Cloud revenue from the corresponding prior year trailing twelve-month period.

ⁱⁱⁱ Non-GAAP operating margin represents non-GAAP income from operations over total revenue. Non-GAAP income from operations excludes acquired intangible amortization, stock-based compensation, employer payroll taxes on stock transactions, acquisition related charges, IT transformation costs and public company readiness expenses.

^iv Free cash flow represents net cash provided by operating activities, less capital expenditures and capitalized software development costs.

^v Genesys Cloud Contextual Intelligence and the AI Control Plane are available today and will continue to evolve and expand. Genesys Cloud Navigator is expected to be generally available in the fourth quarter of the company’s current fiscal year (Nov. 1, 2026-Jan. 31-2027), with Genesys Cloud Orchestrator expected to be generally available in the first quarter of company’s next fiscal year (Feb. 1-April 30, 2028).

^vi Genesys Cloud Agentic Virtual Agent capabilities announced today, including the Scaled Cognition APT-2 model, new development tools and the Deepgram integration, are available now with ElevenLabs expected to be available in the third quarter of the company’s fiscal year (Aug 1-Oct. 31, 2026). Additional capabilities, including native voice enhancements, A2A interoperability and AI-assisted authoring, are expected to become generally available in the fourth quarter of the company’s fiscal year (Nov. 1, 2026-Jan. 31, 2027).

^vii Genesys Cloud capabilities with AWS, Deepgram, Meta, Salesforce, ServiceNow and Sierra are available today and will continue to evolve and expand. New capabilities with ElevenLabs are expected to become generally available by the third quarter of the company’s fiscal year (Aug. 1–Oct. 31, 2026), with Adobe capabilities expected in the first quarter of the company’s next fiscal year (Feb. 1–April 30, 2027).