Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank.
The CCaaS stalwart disclosed few additional details about the deal but noted it was one of two eight-figure annual contract value (ACV) agreements secured over the past 12 months.
It also revealed that it signed a high-seven-figure ACV deal with another Fortune 20 financial services firm, worth $45MN+ in total contract value (TCV).
In doing so, Genesys underscored its momentum in a sector known for its high complexity.
Ultimately, that aligns with its reputation for doing “big” well, as rubberstamped by the recent Gartner Magic Quadrant for CCaaS report, where Genesys once again slotted into the leader square.
Yet, while many regard it as a safe choice for migrating to CCaaS, Tony Bates, Chairman and CEO of Genesys, stressed his desire for the vendor and its customers to push the boundaries of innovation.
“The pace of change in business is undeniable, but what inspires me is how our customers are embracing it,” he said.
They see Genesys as the partner that can unify every experience across the enterprise, turning complexity into clarity which is reinforced by our continued momentum.
But why are financial services especially choosing to work with Genesys? Across its customer case studies in the sector, the word “control” often crops up, with one bank lauding its modular approach to conversation automation.
Another reason is its trusted support services, with the company exhibiting vast experience in handling complex, multinational deployments. These offer the vendor great reference customers.
Also, its broad AI toolkit is often mentioned, with its Predictive Routing solution tagged repeatedly.
For instance, in one financial services case study, Jan Thomas Lerstein, Head of Emerging Technologies at DNB, said: “Genesys Predictive Routing enables our agents to get to more high-value, time-critical calls and wrap them up faster.
That means they have more time to close more deals. And, most importantly, there’s less chance of the customer taking their business elsewhere due to queuing frustrations.
These are the repeated trends in its banking case studies. However, Genesys is also having success across many other industries. That’s evident in the 35 percent year-over-year (YoY) growth of its Genesys Cloud platform, a rate that transends the market, with the company becoming the first tech provider to exceed $2BN in CCaaS annual recurring revenue (ARR) earlier this year.
More Genesys Milestones
Genesys announced its impressive 35 percent CCaaS growth rate during its Xperience 2025 event, where it also made several other massive announcements.
These included an “agentified” Virtual Agent and Copilot, new customer experience orchestration solutions, and a deepened partnership with ServiceNow to converge CCaaS and ITSM (IT Service Management).
Yet, the contact center provider also shared several more financial milestones. While it has the luxury, as a private company, to pick and choose the results it puts out to the public sphere, its numbers are impressive.
For instance, its Genesys Cloud AI exceeded $250MN in ARR last quarter, growing at twice the pace of Genesys Cloud ARR.
Meanwhile, net revenue retention (NRR) pushed beyond 120 percent on average over the last four quarters, highlighting how its customers are expanding on their initial deployments.
Genesys will hope to push these numbers further as it puts the $1.5BN investment it received from Salesforce and ServiceNow in July to work.
