{"id":74088,"date":"2025-09-18T19:42:17","date_gmt":"2025-09-18T18:42:17","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74088"},"modified":"2025-10-19T09:58:17","modified_gmt":"2025-10-19T08:58:17","slug":"genesys-scoops-its-second-largest-ccaas-win-ever","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/genesys-scoops-its-second-largest-ccaas-win-ever\/","title":{"rendered":"Genesys Scoops Its Second-Largest CCaaS Win Ever"},"content":{"rendered":"<p><span data-contrast=\"auto\">Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank.\u00a0<\/span><\/p>\n<p>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.<\/p>\n<p>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).<\/p>\n<p>In doing so, Genesys underscored its momentum in a sector known for its high complexity.<\/p>\n<p>Ultimately, that aligns with its reputation for doing &#8220;big&#8221; well, as rubberstamped by the recent <a href=\"https:\/\/www.cxtoday.com\/contact-center\/gartner-magic-quadrant-for-contact-center-as-a-service-ccaas-2025-the-rundown\/\" target=\"_blank\" rel=\"noopener\">Gartner Magic Quadrant for CCaaS report<\/a>, where Genesys once again slotted into the leader square.<\/p>\n<p>Yet, while many regard it as a safe choice for migrating to CCaaS, <strong>Tony Bates, Chairman and CEO of Genesys<\/strong>, stressed his desire for the vendor and its customers to push the boundaries of innovation.<\/p>\n<p>&#8220;The pace of change in business is undeniable, but what inspires me is how our customers are embracing it,&#8221; he said.<\/p>\n<blockquote><p>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.<\/p><\/blockquote>\n<p><span data-contrast=\"auto\">But why are financial services especially choosing to work with Genesys? Across its customer case studies in the sector, the word &#8220;control&#8221; often crops up, with one bank lauding its modular approach to conversation automation.\u00a0<\/span><\/p>\n<p>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.<\/p>\n<p>Also, its broad AI toolkit is often mentioned, with its <span data-contrast=\"auto\">Predictive Routing solution tagged repeatedly.\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">For instance, in one financial services case study, <strong>Jan Thomas Lerstein, <\/strong><\/span><span data-contrast=\"auto\"><strong>Head of Emerging Technologies at DNB<\/strong>, said: &#8220;Genesys Predictive Routing enables our agents to get to more high-value, time-critical calls and wrap them up faster.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">That means they have more time to close more deals. And, most importantly, there\u2019s less chance of the customer taking their business elsewhere due to queuing frustrations.<\/span><\/p><\/blockquote>\n<p>These are the repeated trends in its banking case studies. However, Genesys is also having success across many other industries. That&#8217;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 <a href=\"https:\/\/www.cxtoday.com\/contact-center\/genesys-becomes-the-first-tech-provider-to-achieve-2bn-in-annual-ccaas-revenue\/\" target=\"_blank\" rel=\"noopener\">the first tech provider to exceed $2BN in CCaaS annual recurring revenue (ARR)<\/a> earlier this year.<\/p>\n<h2>More Genesys Milestones<\/h2>\n<p>Genesys announced its impressive 35 percent CCaaS growth rate during <a href=\"https:\/\/www.cxtoday.com\/contact-center\/genesys-deepens-its-servicenow-partnership-releases-new-agentic-ai-orchestration-capabilities\/\" target=\"_blank\" rel=\"noopener\">its Xperience 2025 event<\/a>, where it also made several other massive announcements.<\/p>\n<p>These included an &#8220;agentified&#8221; Virtual Agent and Copilot, new customer experience orchestration solutions, and a deepened partnership with ServiceNow to <a href=\"https:\/\/www.cxtoday.com\/contact-center\/genesys-and-zoom-quietly-push-customer-service-and-itsm-closer-together\/\" target=\"_blank\" rel=\"noopener\">converge CCaaS and ITSM (IT Service Management)<\/a>.<\/p>\n<p>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.<\/p>\n<p>For instance, its Genesys Cloud AI exceeded $250MN in ARR last quarter, growing at twice the pace of Genesys Cloud ARR.<\/p>\n<p>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.<\/p>\n<p>Genesys will hope to push these numbers further as it puts <a href=\"https:\/\/www.cxtoday.com\/contact-center\/salesforce-servicenow-invest-1-5bn-in-genesys\/\" target=\"_blank\" rel=\"noopener\">the $1.5BN investment it received from Salesforce and ServiceNow<\/a> in July to work.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank.\u00a0 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 [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":74100,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62064],"class_list":["post-74088","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-service-management-connectivity","tag-artificial-intelligence","tag-ccaas","tag-enterprise","tag-finance","brands_to_track-genesys","editorial_type-news","intent-loyalty","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Genesys Scoops Its Second-Largest CCaaS Win Ever - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; 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