The CX Cloud from Genesys and Salesforce is generally available, and its first customers are now up and running on the platform.
That first batch includes almost 20 enterprises, with Colruyt Group, the European retail corporation, one of the most recognizable new names.
However, more Salesforce-centric businesses are in the pipeline, looking to leverage an offering that pulls Genesys’s contact center, journey orchestration, and workforce engagement management (WEM) solutions into Service Cloud.
In doing so, these businesses may access more mature CCaaS solutions while pulling new data into the Salesforce ecosystem (as CX Today previously reported).
Not only will that firehouse of data support deployments of AI in CX, but it may also help to connect the service, sales, and marketing ecosystem.
Yet, the CX Cloud announcement is just one of many, as Genesys released its fiscal year 2024 business results.
Most notably, its revenues rose by more than ten percent year-over-year (YoY), with the Genesys Cloud CCaaS platform generating the lion’s share.
Indeed, the offering helped the Magic Quadrant leader rake in $1.2BN over the full year, which represents an impressive growth of 45 percent (YoY) in subscription revenue across the platform.
NICE is the only other market player to generate over $1BN in CCaaS revenues.
The hike in CCaaS revenue comes as Genesys booked over 85 deals valued at $1MN+ in annual contract value (ACV) for the platform over the 12-month period.
Meanwhile, the number of deals with an ACV of $5MN grew by more than 65 percent (YoY).
Celebrating the vendor’s CCaaS bookings growth - alongside the launch of the CX Cloud from Genesys and Salesforce - Tony Bates, CEO and Chairman of Genesys, stated:
Our record-setting bookings are evidence that our vision to ensure every customer and employee interaction is personalized and continually optimized is resonating with the industry.
"Our customers are looking to us to lead them into that future, which happens in the cloud with Genesys AI-powered experience orchestration."
While the Genesys numbers appear promising, it’s critical to note that the vendor is a private company. As such, it can pick and choose the financial results it puts into the public domain.