Genesys has signed a nine-figure contract with a leading North American financial services institution to transform its global contact center operations.
While the CCaaS technology vendor – pinpointed by the 2021 Gartner Magic Quadrant as only one of three market leaders – does not divulge much further, it does reveal that the deal is the largest in its history.
The exciting partnership was perhaps influenced by partners, as 50% of its new bookings were in the past fiscal year. Indeed, new partnerships with fellow industry juggernauts Nuance and Qualtrics may have helped Genesys achieve annual cloud revenues of over $825 Million.
Over the past 12 months, Genesys has also released enhancements to its AI-based call routing, intent-aware bots, and asynchronous web messaging to differentiate its offering further and draw in numerous new clients.
Alongside this, the vendor further advanced its AI, experience orchestration, and personalization capabilities with the acquisitions of Bold360, Exceed.ai, and Pointillist.
Tony Bates, CEO and Chairman of Genesys, credits these moves – in part – for achieving its record cloud revenues. He says:
While products and services are important, research shows that more than 80% of consumers see personalized experiences as the key to their brand loyalty and advocacy. That’s why many of the most forward-looking organizations in the world have already turned to us to help them rethink how they build lifelong relationships with their employees and customers.
New clients turning to the vendor may also harness Genesys DX. The solution aims to deliver “empathy at scale”, adding “human intuition” to all automated conversations across digital channels.
Months after this release came the launch of Thrive Reset for Genesys, which saw the technology provider team up with the renowned entrepreneur Arianna Huffington to launch a solution designed to combat agent burnout.
While these solutions may well hook in new adopters, Alan Webber, Vice President of CX research at IDC, instead implies that new business may stem from its broader vision for CX. He says:
Genesys is working with organizations to see how they can meet these heightened expectations and orchestrate experiences based on the context of each interaction across the enterprise. By adopting the foundation for a dynamic personalized experience, those companies are enabled to deliver the best experiences to their customers.
Finally, the vendor was also valued at $21bn in December, achieving a $580mn funding round, which Genesys will use to “accelerate its leadership position in the experience-as-a-service market.”
