Bangalore, April 1, 2022 -- Genesys®, a global cloud leader in customer experience orchestration, today announced preliminary results for the company’s fiscal year 2022 (February 1, 2021-January 31, 2022).
“This past fiscal year was record-setting for Genesys and evidence that our customers see our experience orchestration and thriving ecosystem as how they can deliver unique experiences at scale,” said Tony Bates, CEO and Chairman of Genesys. “While products and services are important, research shows that more than 80% of consumers see personalised experiences as the key to their brand loyalty and advocacy. That’s why many of the most-forward looking organisations in the world have already turned to us to help them rethink how they build lifelong relationships with their employees and customers.”
Organisations have turned to Genesys to navigate the loyalty-reckoning they are facing in today’s experience economy. Just one bad experience can lead a customer to a new brand — and cultures in where employees don’t feel valued or set up to thrive are contributing to the “Great Resignation.” The common thread behind this decline in loyalty is a lack of empathy. Too many organisations have yet to focus on people-centric experiences.
As the leader of Experience as a Service SM, Genesys is enabling organisations to transcend business centricity and scale empathy across their organisations to deliver positive experiences to customers, partners, and employees — and driving the trust and loyalty that sets them apart.
Fiscal Year 2022 Financial and Business Highlights
In fiscal year 2022, Genesys also vastly expanded its capabilities in digital, AI and experience orchestration, with the acquisitions of Bold360, Exceed.ai and Pointillist. Through these acquisitions, the company expanded its industry leadership with journey analytics and conversational AI for marketing and sales — unifying the customer experience across all touchpoints. Additional milestones included:
APAC Highlights:
Recognition of Genesys leadership by industry analysts was significant over the fiscal year, including being named a Leader in Workforce Optimisation Platforms by Forrester[i], North American Enterprise Cloud Contact Centre Market by Frost and Sullivan[ii], and a Leader in Conversational Intelligence by Opus Research[iii]. Genesys was named a Leader in 2021 Gartner®[iv] Magic Quadrant™ for Contact Centre as a Service.
“As much as CEOs and others talk about the importance of the customer experience, too few realise it isn’t merely a check-the-box static outcome; rather, it's a dynamic relationship that changes and morphs over time,” said Alan Webber, VP for CX research at IDC. “The result is that experiences that were good enough yesterday are unlikely to meet today's customer standards. Genesys is working with organisations 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 personalised experience, those companies are enabled to deliver the best experiences to their customers.”
Financial Discloser Disclaimer
The unaudited financial results for the fiscal year ended January 31, 2022 included in this press release are preliminary and represent the most current information available to management and are not a comprehensive statement of the financial results for the period discussed. Actual results may differ from the preliminary unaudited results included in this release due to the completion of the company's year-end financial closing procedures, including final adjustments, completion of the audit by the company's independent registered public accounting firm, and other developments that may arise between the date of this press release and the time that financial results for the fiscal year ended January 31, 2022 are finalised.
[i] The Forrester Wave™: Workforce Optimisation Platforms, Q4 2021
[ii] Frost Radar™: North American Enterprise Cloud Contact Centre Market, 2021
[iii] Opus Research Report: Conversational Intelligence Intelliview
[iv] Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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