At Xperience 2025, Genesys doubled down on its vision for agentic AI—AI with the autonomy to act, not just assist. The company unveiled Genesys Cloud Work Automation upgrades and the launch of Genesys Cloud Associate, two new capabilities designed to dissolve the walls between the contact center, back office, and field teams.
The pitch is simple: customer requests shouldn’t get lost in a maze of disconnected systems. Genesys wants to make every employee—whether in billing, IT, or field service—an active orchestrator in the customer journey.
The Problem Genesys Is Tackling
Traditional enterprise workflows look more like a relay race than a seamless journey. A customer issue might start in the contact center, bounce to sales, get passed to billing, and end up with support—each handoff slowed by siloed data and disconnected systems. Customers feel the friction, and employees are left scrambling.
“Organizations are struggling to deliver seamless experiences as requests bounce between siloed systems,” said Mila D’Antonio, principal analyst at Omdia. “Genesys is addressing this challenge head-on with integrated tools that accelerate resolution and enable agentic orchestration.”
Work Automation: Smarter Case Management Across the Enterprise
Genesys Cloud Work Automation takes CX automation beyond the contact center. With enterprise-wide case management, it connects teams, AI agents, and workflows in one orchestration layer. Key features include:
- Outcome-centric orchestration: Automated workflows keep tasks aligned with SLAs and efficiency goals.
- Triggered workflows: Dynamic, multi-team actions kick off automatically from enterprise events.
- Workforce-aware automation: Forecasting and scheduling built into orchestration ensures the right resources are on hand.
- Real-time visibility: Dashboards track tasks, risks, and targets so leaders can address bottlenecks before they impact customers.
In short, it’s CX process automation with agentic intelligence—giving customers faster, more consistent outcomes while streamlining enterprise operations.
Cloud Associate: Extending AI to Every Employee
Genesys also introduced Cloud Associate, a role-based experience designed for employees outside the contact center. Think of it as giving sales reps, field technicians, and back-office teams the same orchestration superpowers frontline agents already enjoy.
Highlights include:
- Flexible role-based experiences across mobile, web, and desktop.
- AI-powered assistance with live suggestions, transcription, summarization, and task automation.
- Unified data model for consistent reporting, compliance, and performance management across the enterprise.
- Deep integration with CRM, CDP, and vertical systems for full-context decision-making.
By extending orchestration beyond the call center, Genesys is trying to turn every employee into a CX contributor—not just a passive participant.
Why It Matters
Competitors like Salesforce, NICE, and Five9 are all touting AI-driven orchestration, but Genesys is leaning harder into the “agentic” model—where autonomous agents don’t just assist humans but actively collaborate with them and each other.
“Together, Work Automation and Associate architect a new foundation for agent-to-agent collaboration,” said Olivier Jouve, Genesys’ Chief Product Officer. “We’re giving organizations the tools to move as one intelligent enterprise, streamlining execution, connecting teams, and delivering seamless experiences.”
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