According to Genesys , strong customer demand for the all-in-one Experience Orchestration platform has propelled the company’s momentum with more than $2 billion total revenue reported in the last fiscal year.

Virgin Atlantic, M&T Bank, Nestle Nespresso UK&ROI, Coca Cola BSSC and Admiral are a few of the big names that selected or expanded their use of Genesys Cloud CX last year, according to the company.

Ahead of Xperience 2023 (June 19-21), its customer experience (CX) event of the year, Genesys highlights how Genesys Cloud CX now powers more than 4,500 organisations to orchestrate loyalty-defining experiences that give them a competitive edge.

“The benefits Genesys Cloud CX customers are achieving speaks to the platform’s ability to meet the experience goals for any organisation, regardless of size, industry or location,” said Olivier Jouve, chief product officer at Genesys.

“Our leadership in Experience Orchestration enables organisations to break free from their data silos and equips them with the necessary digital and AI technologies to nurture stronger and hyper personalised relationships with their employees and customers for better business outcomes.”

Highlights for the year, according to Genesys, include:

• The top 50 Genesys Cloud CX customers averaged nearly 8,000 unique agents on the platform, up approximately 30% year-over-year (as of the end of January 31, 2023, compared to January 31, 2022).
  
  
• Over 200% year-over-year growth in digital interactions, a more than 4X increase compared to voice.
  
  
• 60X year-over-year increase of usage of the platform’s native AI capabilities to support self-service strategies via voice and digital channels.
  
  
• More than 80% of Genesys Cloud CX customers deploy the Genesys Workforce Engagement Management solution, with 64% of customers using three or more capabilities, including gamification, workforce scheduling and optimisation, and quality assurance (as of the end of January 31, 2023, compared to January 31, 2022).

Key customer outcomes in the Asia Pacific regions include:

• Robinhood, Thailand's most popular food and shopping app chose Genesys Cloud CX to provide merchant, riders, and consumers with omni-channel customer experience and conversational AI.
  
  
• Flight Centre, a global travel company headquartered in Australia, deployed Genesys Cloud CX to 1,000 users across 10 countries in just 12 weeks, to support enhanced omnichannel customer experiences and enable greater flexibility to their multiple branded contact centres.
  
  
• As part of its digital transformation initiative, AIA Group, one of Korea’s leading insurance organisations, became the first financial services company in the country to adopt SaaS-based contact centre solution with the deployment of Genesys Cloud CX.
  
  
• Cathay Pacific, one of the world’s largest carriers of international passengers, moved from a legacy contact centre platform to Genesys Cloud CX amidst the challenges posed by the pandemic to boost agent productivity, operational excellence and enhance customer experience.
  
  
• Japan’s Persol Works Design, an HR, BPO and Help Desk/Contact Centre outsourcing organisation (part of Persol Group), selected Genesys Cloud CX to enhance the quality of remote work operations of its contact centre, strengthen support for business continuity plans, and provide scalability in multichannel and non-voice seamless operations for the future.