Genesys Cloud Flies High with Record Sales and 70% YOY Annual Revenue Growth
Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, reports 70% of new customers selected cloud offerings from Genesys in the first six months of 2019.
Fast adoption of the company's next-generation customer experience platform, Genesys Cloud, is the engine driving the rapid growth. Organizations of all sizes around the world including Alberta Motor Association, JPIMedia, Kiwi.com, Lowell Group, Western Governors University and Whirlpool Corporation, are turning to Genesys Cloud for its resiliency, security and rapid innovation. In fact, Genesys Cloud revenue has increased 70% year over year (YOY), and sales continue a steady climb upward, growing 112% compared to the second quarter last year.
The success of Genesys Cloud is particularly notable, as the solution has continued its triple digit revenue growth every year since its launch in 2015. In the first half of 2019, PureCloud revenue increased nearly 110% YOY.
With its prescriptive approach and proven use cases, a driving force behind this remarkable momentum is the Genesys PureBridge offer. In the first half of this year alone, sales from Avaya displacements have risen by 143% compared with the same period last year, propelling Genesys Cloud growth.
Companies that have moved to Genesys offerings are realizing tremendous returns, as noted in a recent report from Nemertes Research. The global research-advisory and consulting firm surveyed several companies that moved from legacy, on-premises solutions to Genesys customer experience technology – with 70% using the Genesys Cloud platform. The report identified common benefits including quick implementation times, scalability in global expansion, increased sales and rapid availability of new features. Other Genesys implementation outcomes include:
- 31% decrease in operational costs
- 23% improvement in First Call Resolution (FCR)
- 13% reduction in Call Handle Time (CHT)
- 6% increase in Customer Satisfaction (CSAT) scores