News
The Gist
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Strategic partnership formed. Genesys collaborates with Scaled Cognition to enhance agentic AI capabilities.
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Technology integration focus. Combined platforms target more reliable autonomous agents for enterprise customer experience workflows.
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Enterprise CX impact. Senior IT and CX leaders gain potential for improved accuracy, compliance and trust in AI-driven customer interactions.
Genesys and Scaled Cognition announced a strategic partnership on Oct. 16, focused on advancing reliable agentic AI for customer experience orchestration. The collaboration aims to strengthen how organizations deliver AI-powered customer experiences by combining Genesys Cloud platform capabilities with Scaled Cognition's specialized large action models (LAMs).
As part of the agreement, Genesys made an investment in Scaled Cognition to support growth and joint innovation. The partnership will integrate Scaled Cognition's Agentic Pretrained Transformer (APT-1) large-action model with the Genesys Cloud platform.
According to company officials, the integration will enable enterprises to deploy autonomous agents with greater accuracy, governance and trust for customer experience workflows.
Table of Contents
- Impacted Audiences for Agentic AI Partnership
- CX Platforms Race to Combine Autonomy, Governance and Human Connection
- Scaled Cognition Hails Genesys Deal as a Breakthrough in Agentic AI
- Genesys Background
Impacted Audiences for Agentic AI Partnership
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Customer experience leaders in mid-market to large enterprises
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IT decision-makers managing contact center technology
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Organizations in financial services, retail, healthcare and telecommunications
CX Platforms Race to Combine Autonomy, Governance and Human Connection
Agentic AI has become the new battleground for customer experience platforms as businesses seek autonomous solutions that balance automation with human-centered service.
Genesys, a customer experience orchestration platform, has been evolving its AI capabilities to meet changing market demands. The company's latest partnership with Scaled Cognition represents its entry into the growing field of large action models.
This move follows similar AI integration trends across the industry. Recent research shows 81% of businesses have implemented AI in contact centers, while competitors like Five9 launched AI Agents with reasoning capabilities in June 2025. HubSpot has also been expanding its AI capabilities through partnerships with major AI providers.
The stakes for getting customer experience right remain high. Industry experts note that organizations must leverage AI to better understand and serve clients while maintaining trust. A significant challenge for executives is balancing technology implementation with governance and the human touch customers still expect.
For Genesys, according to company officials, the integration aims to enable organizations to deploy autonomous agents with greater accuracy and governance while safeguarding brand equity.
Related Article: Genesys Turns Up the Volume on Agentic AI in Music City
Scaled Cognition Hails Genesys Deal as a Breakthrough in Agentic AI
Our partnership with Genesys marks an important evolution in customer experience, one of the most rapidly advancing and exciting areas of AI innovation. Together, we're combining the trust and global reach of Genesys with Scaled Cognition's specialized LAMs that are engineered for reliability and precision in enterprise CX. Our shared mission is to deliver trusted, transformative experiences that safeguard brand equity and help organizations worldwide realize the full potential of agentic AI.
- Dan Roth, CEO
Scaled Cognition
Genesys-Scaled Cognition Technology Capabilities
The partnership builds on existing Genesys Cloud AI Studio and AI Guides introduced earlier this year.
| Capability | Description |
|---|---|
| APT-1 Large Action Model | According to Scaled Cognition, eliminates hallucinations in AI responses |
| Deterministic Behaviors | Helps ensure predictable, transparent customer outcomes |
| No-Code AI Agents | Allows deployment without coding via Genesys Cloud AI Studio |
| Governance Controls | Aligns with enterprise policies and regulatory requirements |
| Cross-Team Collaboration | Enables AI agents to work with human teams |
Genesys Background
Founded in 1990 in Daly City, Calif., this company targets customer experience leaders and IT decision-makers in large and mid-sized organizations, offering cloud-based and on-premises contact center solutions.
Genesys Product Portfolio
Key offerings include customer experience and contact center software, with a focus on omnichannel engagement, workforce optimization and artificial intelligence (AI) capabilities. The company asserts its platforms enable organizations to manage customer interactions across voice, chat, email and social channels. It also provides analytics and automation tools to improve service delivery and operational efficiency.
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Genesys Market Position
Operating in the customer experience and contact center industry, the company serves a global client base that includes enterprises and mid-market firms in sectors such as financial services, telecommunications, healthcare and retail. According to industry observers, it is considered a notable provider in the cloud contact center as a service (CCaaS) market. Its typical customers are organizations seeking to modernize legacy contact centers and enhance customer engagement through digital channels.
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