News
The Gist
- Connected CX goes enterprise-wide. Genesys Cloud Work Automation now coordinates end-to-end case management across departments; the new Genesys Cloud Associate brings field and back-office employees into the same orchestration loop.
- Agentic AI with guardrails. Enhanced Copilots and Virtual Agents gain more autonomy, A2A (Agent-to-Agent) collaboration, and Model Context Protocol (MCP) support—designed to act across systems while preserving enterprise control.
- Skills to match the tech. “Genesys Orchestrators” debuts as a personalized, AI-assisted learning and community portal with credentials, guidance, and always-on support for CX practitioners.
- Rollout timelines. Work Automation and Associate begin arriving in 2025; advanced Copilot and Virtual Agent capabilities are expected in Q4 FY (Nov. 1, 2025–Jan. 31, 2026); Orchestrators portal is available now.
NASHVILLE — Musicians in the country music capital of the world are either one of two things: the cover band playing at Luke Bryan's bar on Broadway or Luke Bryan himself.
Genesys clearly wants to be latter in agentic AI and the customer service and support software world.
At its Xperience 2025 event here at the Gaylord Opryland Resort, Genesys rolled out connected CX workflow automation that stretches beyond the contact center, upgraded agentic AI across copilots and virtual agents and added a new “Orchestrators” education and community program designed to upskill teams for AI-powered experience orchestration.
Table of Contents
- Connected CX Workflows: Work Automation + Associate
- Agentic AI: More Autonomous Copilots and Virtual Agents
- Skills & Community: 'Genesys Orchestrators' Program
- Why the Genesys News Matters for Service & Support Leaders
- Genesys Joins Industry Push for Agentic AI in CX
- Competitive Landscape in Customer Service and Support
- Balancing Automation & Trust
- Workforce Transformation
- Who Is Genesys?
- Related Genesys Products and Services
- Genesys Momentum and Agentic AI Highlights
- Expanded ServiceNow Partnership: Agent-to-Agent Orchestration
- Genesys Roadmap: Where Is Genesys Going?
Connected CX Workflows: Work Automation + Associate
On the heels of a $1.5B investment from Salesforce and ServiceNow and a $2.2 billion quarter, Genesys is extending experience orchestration beyond the contact center. New capabilities for Genesys Cloud Work Automation intend to transform customer needs into coordinated, cross-department action with outcome-centric orchestration, dynamic triggered workflows, workforce-aware automation (forecasting and scheduling) and real-time visibility through dashboards.
The new Genesys Cloud Associate gives non-contact-center employees a role-based omnichannel workspace with built-in AI assistance, unified data and deep CRM/CDP integration—so field, front and back office can operate in sync on one stack.
Organizations are struggling to deliver seamless experiences as customer requests bounce between siloed systems like CRM, service platforms and back-office tools…Genesys is addressing this challenge head-on by providing integrated tools to streamline enterprise operations and accelerate resolution. These capabilities serve as critical building blocks for enabling agentic orchestration.
- Omdia’s Mila D’Antonio
Genesys Feature Rollout Snapshot
Here's what's on the latest roadmap from Genesys:
| Release | Key Components | When |
|---|---|---|
| Connected CX Workflows | Work Automation (E2E case orchestration), Associate (role-based desktop) | Starting this year |
| Agentic AI Enhancements | Copilots (AI Skills incl. Analytics Explorer), Virtual Agent (languages, slot capture, dashboard), A2A/MCP | Q4 FY (Nov. 1, 2025–Jan. 31, 2026) |
| Skills & Community | Orchestrators portal with Learn/Grow/Connect/Amplify, credentials, AI-assisted help | Available now |
“Together, Work Automation and Associate architect a new foundation for agent-to-agent collaboration… Autonomous and human agents simply get work done moving across departments, systems and even companies with ease,” said Olivier Jouve, chief product officer at Genesys. “We’re giving organizations the tools to move as one intelligent enterprise by streamlining execution, connecting teams and delivering the fast, seamless experiences customers expect.”
Related Article: Genesys Secures $1.5B Investment From Salesforce & ServiceNow
Agentic AI: More Autonomous Copilots and Virtual Agents
Genesys also this week introduced upgraded Copilots (employee-facing AI agents) and Virtual Agents (customer-facing) built on Genesys Cloud AI Guides and AI Studio. The releases emphasize autonomy with context: native support for A2A collaboration and MCP to trigger workflows and maintain state across ecosystems—powered by the company's Event Data Platform (EDP) and tied into Journey Management for journey-aware decisions.
The Copilot suite adds modular AI Skills (configured in AI Studio) so copilots can push data into workflows, flag risks and act semi-autonomously based on intent and permissions. The first skill shipping with the advanced Copilots, Analytics Explorer, answers questions in natural language and surfaces real-time and historical performance insights to lower the barrier to analysis.
For customer-facing automation, the Virtual Agent gains 10+ new languages, a fine-tuned LLM for higher-fidelity slot collection (names, dates, account numbers), and a real-time performance dashboard. Planned additions include intent switching, AI-generated summaries and Knowledge 3.0 to further speed resolutions and tailor responses.
IDC’s Hayley Sutherland called out governance hurdles but said built-in guardrails and orchestration can help organizations “unlock the potential of AI-driven experiences without sacrificing trust, control or performance.”
“CX may start in the contact center, but it doesn’t end there — it spans every touchpoint across the enterprise,” added Jouve, framing the updates as a foundation where “intelligent agents, automation and real-time data come together securely.”
Agentic AI Enhancements (Quick View)
What’s new now and what’s next.
| Area | Highlights | Availability |
|---|---|---|
| Copilots | Role-based assistants with modular AI Skills (e.g., Analytics Explorer) for guidance, automation, and risk detection | Advanced capabilities expected Q4 FY (Nov. 1, 2025–Jan. 31, 2026) |
| Virtual Agent | 10+ new languages, improved slot capture, real-time dashboard; roadmap includes intent switching, AI summaries, Knowledge 3.0 | Staggered: several features now; more by end of FY |
| Interoperability | Native A2A collaboration and MCP for context-sharing and workflow triggers across platforms | Aligned with Copilot/Virtual Agent rollout |
Skills & Community: 'Genesys Orchestrators' Program
To help teams mature in parallel with the tech, Genesys launched Genesys Orchestrators, a personalized digital portal that unifies learning, support, community and recognition. The program organizes around four pillars—Learn, Grow, Connect and Amplify—with role- and goal-based curricula, free fundamentals and AI readiness paths, points/badges, AI-powered contextual help, a digital assistant, and community access to leaders, customers and partners. An advancement model recognizes contributors from “Producer” to “Maestro,” with opportunities to influence roadmaps and gain early access.
“In a world where organizations need clarity, confidence and a path forward over more features, Genesys Orchestrators delivers exactly that,” said Scott Cravotta, chief customer officer at Genesys. “The personalized education within Genesys Orchestrators delivers insights that set individuals apart — positioning them to lead meaningful change and shape stronger, more future-ready organizations.”
Related Article: Genesys IPO: A Litmus Test for AI's Future in CX
Why the Genesys News Matters for Service & Support Leaders
- Front-to-back orchestration. CX no longer ends at the agent desktop; coordinated case work across billing, fulfillment and field operations reduces handoffs and time-to-resolution.
- Responsible autonomy. A2A + MCP aim to let AI agents act with context under enterprise governance—critical as teams scale automation without losing control.
- Talent and readiness. Education/credentials, AI-guided support and community help close skills and governance gaps that often stall AI programs.
Genesys Joins Industry Push for Agentic AI in CX
Genesys' Xperience 2025 announcements position the company within a broader industry transformation toward AI-driven, enterprise-wide customer experience orchestration that extends far beyond traditional contact centers.
The company's new Work Automation and Associate tools reflect what industry experts describe as the rise of agentic AI—artificial intelligence that not only automates tasks but anticipates customer needs and takes initiative before customers make requests.
This proactive model is becoming the industry standard. Gartner predicts that by 2028, a third of enterprise software will feature agentic AI capabilities.
Competitive Landscape in Customer Service and Support
Genesys faces intensifying competition as rivals invest heavily in similar capabilities. Zendesk recently acquired HyperArc to strengthen its AI analytics, while Salesforce continues expanding its AI-native automation offerings. Not to mention NiCE's acquisition of Cognigy and Thoma Bravo's investment in Verint. It's a billion-dollar game right now, also evidenced by Salesforce and ServiceNow's infusion into Genesys.
The competitive arms race centers on delivering smarter, more autonomous customer journeys while maintaining human oversight and compliance standards.
Balancing Automation & Trust
Genesys' enhanced Copilots and Virtual Agents with greater autonomy and governance mirror industry-wide efforts to balance efficiency with trust. CX leaders increasingly bet on AI, yet trust and transparency remain significant challenges.
The emphasis on collaborative intelligence—where AI and humans work together—reflects growing recognition that optimal CX outcomes require blending automation with human empathy and strategic oversight.
Workforce Transformation
The launch of Genesys Orchestrators education hub addresses another key industry trend: upskilling workforces to collaborate effectively with AI. As AI becomes more embedded in CX operations, companies are investing in education and change management to ensure employees can leverage these tools strategically.
Who Is Genesys?
Genesys says it powers CX for more than 8,000 organizations in 100+ countries. Its cloud-native Genesys Cloud platform focuses on AI-powered experience orchestration to support empathetic, personalized customer and employee experiences at scale, according to company officials.
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Related Genesys Products and Services
- Genesys Cloud — AI-Powered Experience Orchestration platform (contact center, workforce engagement, journey management).
- Genesys Cloud AI Studio — Builds AI Skills for copilots and virtual agents.
- Event Data Platform (EDP) + Journey Management — Real-time, journey-aware data and analytics at the source.
- Genesys Orchestrators — Education, community, credentials and AI-assisted enablement.
Genesys Momentum and Agentic AI Highlights
Growth in AI Capabilities
At Xperience 2025, Genesys reported strong second quarter fiscal year 2026 results. Genesys Cloud annual recurring revenue reached nearly $2.2 billion, a 35% year-over-year increase. Genesys Cloud AI annual recurring revenue surpassed $250 million, growing at roughly twice the pace of the overall platform. Net revenue retention averaged more than 120% over the last four quarters. The quarter included two eight-figure annual contract value wins, each exceeding $45 million in total contract value, and more than 55% of Genesys Cloud customers used at least one AI capability.
Self-Service Conversations on the Rise
Platform usage continued to climb. Virtual self-service conversations grew 120% year-over-year to 623 million for the quarter. Genesys Cloud Agent Copilot generated 17 million automated summaries in July 2025, nearly six times more than the prior year. Knowledge queries across Copilot, Virtual Agents and Knowledge Workbench rose from 250 million in the second quarter of fiscal 2025 to 1.2 billion in the second quarter of fiscal 2026, a more than fourfold increase. Since its launch in March 2025, Virtual Supervisor has been adopted by more than 120 organizations, automatically scoring interactions at about 94% average accuracy.
Expanded ServiceNow Partnership: Agent-to-Agent Orchestration
Deeper Interoperability
Genesys and ServiceNow are expanding their strategic partnership to deliver agentic customer service and support across the enterprise. By tightly integrating Genesys Cloud AI with the ServiceNow AI Platform, the companies aim to enable cross-platform A2A orchestration with shared context, synchronized workflows and intelligent routing—turning siloed CCaaS, CRM and service operations into a unified, AI-powered experience.
Genesys Roadmap: Where Is Genesys Going?
Customer: Best Use Cases, Roadmap, Strengths and Areas to Improve
How are some customers viewing Genesys in 2025? Amy S Sessions, customer service division manager for the City of Clearwater, Fla., said the best use case for her teams is that Genesys gives them visibility and flexibility to manage CX/EX like a modern contact center: "real-time dashboards and wrap-up codes let us coach smarter and spot trends across our operations," she said.
"The roadmap for AI-assisted service and auto-summaries is exactly what public sector needs — tools that don’t overwhelm but deliver better outcomes," Sessions said. "Genesys shines in orchestrating connected experiences; it makes a city utility feel like retail or hospitality. I’d love to see Genesys lean into out-of-the-box simplicity. The power is there; the ease of use (i.e. token systems and pricing) still has room to grow."
Related Article: Customer Service Crisis Management: Navigating Hurricanes, High Call Volumes
CX Expert: AI-First CX Platform, Industry Trends and Execution Challenges
Alex Mead, customer service experience leader at EPIC CX, said Genesys is really pushing the AI-first CX platform angle with a big focus on experience orchestration, predictive routing and agent copilots across voice and digital.
"What’s hot right now is moving away from more bots and channels, and instead making it seamless and intelligent across the whole journey," Mead said. "Genesys is positioning itself as the unifier in a space where most companies still have siloed CRM and legacy systems. The real test is execution. Too many still bolt AI onto old foundations. If Genesys can deliver simplicity, real cost savings and better CSAT, they’ll stay ahead, though the competition is strong from Salesforce, NiCE, Amazon Connect and others."
Analyst: Genesys Gains Momentum With CRM Alliances and Bold AI Pricing
Max Ball, principal analyst at Forrester, told CMSWire that Genesys the past couple of years has been doing a number of "interesting and aggressive things."
- Strong embrace of the SFDC Service Cloud Voice as well as ServiceNow's similar approach to CCaaS integrations. These integrations provide value to organizations who want to synchronize between their CRM and CCaaS systems by providing a reference architecture, according to Ball. "These reference architectures are problematic for the CCaaS vendors as they move more of the functionality to the CRM side of the ledger," Ball said. "In both cases, Genesys got a good shot of marketing support from the CRM vendor as part of the announcement. Genesys' embrace of these architectures has helped them as they increase their overall relationship with these two key market players. That has even led to a $1.5B investment from Salesforce and ServiceNow. This money is mostly being used to pay off investors and will likely not have a direct impact on their R&D budget."
- AI pricing model. Genesys went to a token-based pricing model for their AI capabilities, according to Ball. He called it unique and added, "They did it very much with the idea of helping their customers get good value from AI by pricing different functions based on their demand for AI and its value to the customer. The jury is still out on how the market will accept this but kudos to them for being out front with this approach."
Genesys just announced its new agentic capabilities. To date, Ball added, the CCaaS players have been behind the Conversational AI point solution vendors with their self-service capabilities. Ball said CCaaS vendors provide broader solutions and can add value through a variety of different capabilities including call summarization, improved analytics, improved quality management and agent assist capabilities.
"Now," he added, "the CCaaS players are turning their attention to the self-service side of the equation: Genesys delivering their new solution, NiCE acquiring Cognigy, an acquisition that finalized Sept. 8."
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