Case Study: Genesys achieves 50–60% faster contract processing with DocuSign Agreement Cloud

Genesys Handles Rapid Growth with Ease Using the DocuSign Agreement Cloud

Genesys, a global leader in customer‑experience and call‑center solutions, faced record growth during the COVID‑19 pandemic—hundreds of new customers, expanded products and a remote workforce—which exposed inefficient, manual contract processes with multiple handoffs and little visibility. The company needed a scalable, organized contracting system fast to keep sales moving and support cross‑functional teams.

Genesys deployed the DocuSign Agreement Cloud (CLM+, eSignature and analytics) with a phased rollout and support from Morae Global, integrating tightly with Salesforce to automate workflows and centralize contracts. The result: contract processing times fell 50–60%, standardized contracts now turn around in under 30 minutes, 100% of approvals are tracked, about 80% of contracts run through DocuSign, and AI‑driven metadata and reporting delivered much greater visibility and faster deal execution.

Genesys

Sonu Nayar

Director of IT, HR and legal applications