Last quarter, Genesys experienced a 200+ percent year-over-year (YoY) surge in new bookings for its standalone AI products.
That includes its "largest ever" AI win, which has a seven-figure annual contract value (ACV).
While Genesys shared little more information, it did reveal that the deal is part of a "large" customer experience transformation within a community service and well-being organization.
The deal comes as more of the 6,000 Genesys CCaaS customers start to leverage AI.
Indeed, over 40 percent of those customers now utilize the native AI capabilities included in the Genesys Cloud CX.
Such customers include Beyond Bank, Coca-Cola Bottlers’ Sales and Services (CCBSS), and PureGym.
Genesys credits its rising AI success to delivering conversational, generative, and predictive capabilities that address "real problems" within CX operations.
With this aim, Genesys recently released an AI-driven agent copilot, a "next-gen" virtual agent, and new journey orchestration features.
According to the vendor, that combination of AI and journey orchestration is the next frontier for contact centers in improving service experiences.
Tony Bates, Chairman & CEO of Genesys, doubled down on this while celebrating the vendor’s surging AI business.
He said: "We’re paving the way for a future where universal orchestration can transcend customer-facing activities across the front and back offices, enabling organizations to reimagine the contact center, customer and employee experiences, and their business overall.
With our unmatched experience orchestration capabilities and clear vision forward, our customers have confidence that Genesys will prepare them for a new era of AI.
Genesys is also pumping funds into executing that vision, investing more than $300MN in Genesys Cloud research over a 12-month period.
Alongside AI and journey orchestration, much of those funds have gone into its co-innovation with Salesforce and ServiceNow.