Genesys, a global leader in AI-powered experience orchestration, has released its Fiscal Year 2025 Sustainability Report, detailing five years of progress in scaling ethical AI innovation and reducing emissions. The report underscores how Genesys balances platform growth with environmental responsibility, maintaining carbon-neutral operations for its Genesys Cloud platform.
Genesys’ Fiscal Year 2025 Sustainability Report, covering February 1, 2024, to January 31, 2025, highlights its commitment to responsible AI innovation. “We didn’t just grow our platform, we grew our responsibility,” said Bridgette Bell McAdoo, chief sustainability officer at Genesys. The company introduced over 150 new AI features, including Virtual Supervisor and Agent Copilot, while maintaining carbon-neutral operations through energy-efficient practices like model compression and right-sized architecture. Genesys also submitted emissions-reduction targets to the Science Based Targets initiative (SBTi), aiming for carbon neutrality by 2030 and net-zero emissions by 2040.
To ensure ethical AI use, Genesys enhanced its AI Ethics Guidelines and introduced customer-facing product cards for transparency. A new AI Ethics Roundtable reviews features to promote responsible innovation. These efforts ensure that AI solutions, used by organizations like Salesforce and Zoom, deliver empathy at scale while prioritizing energy efficiency and user trust.
Beyond emissions, Genesys powered 16 million conversations for charities through its Charitable Discount Program, enabling mission-driven organizations to scale services. The company also saw a 134% increase in employee volunteer hours, totaling over 11,000, supported by paid volunteer time and donation matching. Additional achievements include a third consecutive EcoVadis Gold rating, a B score with CDP, and LEED certifications for new buildings in Hungary (Platinum) and the Philippines (Gold). The Genesys Cloud platform maintained 99.998% uptime, reinforcing reliability.
Genesys’ 2025 Sustainability Report demonstrates that scalable AI innovation and environmental responsibility can coexist. By integrating ethical AI practices and reducing emissions, Genesys is paving the way for a sustainable, impactful future in cloud-based experience orchestration.
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
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