Why Genesys is Sunsetting MultiCloud CX

Genesys CEO Tony Bates announced plans to sunset MultiCloud CX and focus solely on their Pure Cloud and On-Premises solutions. The company is retiring MultiCloud CX to make a strategic pivot as a company, focusing on accelerating the development and adoption of Genesys Cloud CX. This move reflects digital transformation on a micro-scale: to go all-in with the cloud. By 2026, Gartner estimates that CCaaS licenses will represent over 49% of installed contact center agents. Enterprises are choosing the Bring Your Own Carrier (BYOC) model to power telephony and leverage carrier-level integrations to build a best-of-breed CX stack.