At Xperience 2025, Genesys unveiled major Genesys Cloud™ innovations designed to unify front- and back-office operations with AI-powered orchestration. The launch of Genesys Cloud Work Automation and Genesys Cloud Associate promises to transform how enterprises handle customer experience (CX) workflows by enabling AI agents to coordinate tasks across departments and partner with employees to drive efficiency and loyalty.
Closing the Gaps in Customer Experience
Traditional CX processes often leave customers and employees navigating siloed systems—from contact centers to billing, sales, or field operations—creating friction and inefficiency. Genesys’ new offerings aim to solve this by making AI agents and human employees co-pilots in orchestrating end-to-end workflows, ensuring every team involved in the customer journey has full context in real time.
“Organizations struggle to deliver seamless experiences as customer requests bounce between siloed systems,” said Mila D’Antonio, Principal Analyst, Omdia. “Genesys is providing integrated tools to streamline enterprise operations, which are critical building blocks for agentic orchestration.”
Genesys Cloud Work Automation: Smarter, Enterprise-Wide Workflows
With the expanded Work Automation capabilities, companies can now:
- Orchestrate outcomes across departments: Automated workflows connect AI agents and employees to maintain SLA adherence and process efficiency.
- Trigger dynamic, multidimensional workflows: Enterprise events initiate coordinated actions spanning teams and tools for faster resolutions.
- Align with workforce planning: Built-in forecasting and scheduling help allocate resources effectively.
- Gain real-time visibility: Dashboards provide status updates, risk alerts, and performance insights to prevent bottlenecks.
This approach transforms CX process automation into agentic orchestration, delivering timely, consistent, and personalized experiences at every stage of the customer journey.
Genesys Cloud Associate: Every Employee Becomes a CX Orchestrator
Genesys Cloud Associate extends AI-powered orchestration beyond contact centers, equipping field and back-office employees with tools to deliver seamless, coordinated experiences:
- Role-based, flexible interfaces that adapt to each employee’s workflow
- Omnichannel access across web, desktop, and mobile
- Built-in AI assistance for task automation, live suggestions, transcription, and summarization
- Unified codebase and data model for consistent reporting, governance, and compliance
- Deep integration with CRM, customer data platforms, and other enterprise systems
By giving every employee visibility and AI-led guidance, Associate ensures teams respond faster, stay aligned, and transform reactive service into coordinated, personalized experiences at scale.
“Together, Work Automation and Associate lay the foundation for agent-to-agent collaboration, helping organizations advance agentic orchestration maturity,” said Olivier Jouve, Chief Product Officer, Genesys. “Autonomous and human agents simply get work done across departments and systems, moving as one intelligent enterprise.”
Power Tomorrow’s Intelligence — Build It with TechEdgeAI
Techedge AI is a niche publication dedicated to keeping its audience at the forefront of the rapidly evolving AI technology landscape. With a sharp focus on emerging trends, groundbreaking innovations, and expert insights, we cover everything from C-suite interviews and industry news to in-depth articles, podcasts, press releases, and guest posts. Join us as we explore the AI technologies shaping tomorrow’s world.
