INTELLIGENT BRANDS // Cloud

Genesys reports new bookings growth up nearly 130 % for Genesys Cloud and more than 70 % for Genesys Engage Cloud and Subscription year over year ; with the company adding 800 + new customers during fiscal year 2021 .

In his first full year as CEO , Bates led Genesys through a period of significant transformation , growing the company ’ s new cloud and subscription bookings in fiscal year 2021 to nearly 75 % of total new bookings from 53 % in 2019 . This was driven by new and expanded customer deals , as well as cloud bookings growth in all regions , with a nearly 40 % increase in North America , 35 % in Europe and the Middle East , and nearly 25 % in Asia Pacific .

“ Businesses all over the world are choosing Genesys because we have the right technology , innovation strategy , team and ecosystem to help them address consumers ’ preferences for differentiated and delightful customer experiences and the changing nature of work ,” said Bates .

“ It ’ s a privilege to lead the company as we redefine the market by enabling fluid , digital experiences that connect a customer ’ s entire journey with a business .”

Today , Genesys offers one of the industry ’ s broadest portfolios of cloud customer experience solutions to fit the requirements and scale of diverse global enterprise contact centres anywhere .

With more than a 320 % year over year increase in enterprise bookings , Genesys Cloud is experiencing accelerated demand from larger customers . In fact , nearly 60 % of total Genesys Cloud bookings in fiscal year 2021 were from enterprises , with a 10x increase in the number of deals with annual recurring revenue ( ARR ) of $ 2.5 million or more . In addition , last year the company launched Genesys Engage Multi-cloud , the industry ’ s first native architecture to give complex global enterprises the ultimate flexibility in cloud infrastructure , deployment and management models so they can design unique service experiences for their customers in today ’ s digital world .

For many consumers , customer service departments have become a lifeline , helping them to manage uncertainty brought on by the pandemic about their finances , health , travel and more . As the world shifted rapidly toward digital offerings last year , more than 800 new customers turned to Genesys during fiscal year 2021 for its cloud and multi-cloud solutions to provide consumers with missioncritical support and to transition employees to remote work .

The close of a record year resulted in Genesys increasing its footprint in key industries including financial services , government , education , healthcare , telecommunications and retail . p

www . intelligentcio . com INTELLIGENTCIO EUROPE 67