Genesys and Salesforce have launched CX Cloud, integrating WEM, contact center, and journey orchestration solutions with Service Cloud, with over 20 businesses already using it.

Genesys and Salesforce have launched CX Cloud, with over 20 businesses using the platform. Colruyt Group, a well-known European retail company, is among the first clients. Salesforce-focused companies are also planning to use the service that integrates Genesys's WEM, contact center, and journey orchestration solutions with Service Cloud. This will allow them to access advanced CCaaS solutions and add fresh data to the Salesforce ecosystem, enabling AI implementations in CX and bridging service, sales, and marketing ecosystems.

Still, Genesys' fiscal year 2024 business results are just one of several announcements that the company made. One of them is CX Cloud. Notably, its revenues increased year over year (YoY) by over ten percent, with the majority coming from the Genesys Cloud CCaaS platform. In fact, the product enabled the leader in the Magic Quadrant to earn $1.2BN in revenue for the entire year, indicating a remarkable 45 percent (YoY) increase in subscription revenue across the board.

The only other competitor in the market with CCaaS revenues over $1 billion is NICE. Genesys secured over 85 deals worth over $1 million in annual contract value (ACV) for the platform over the course of the 12-month period, which contributed to the increase in CCaaS revenue. In the meantime, there were more than 65% more deals (YoY) with an ACV of $5 million.