Genesys®, a global cloud leader in AI-powered experience orchestration, announced new Genesys Cloud™ innovations designed to close the gap between front- and back-office operations. With expanded capabilities for Genesys Cloud Work Automation and the introduction of Genesys Cloud Associate, organizations can now orchestrate customer experience (CX) workflows across the entire enterprise. These advancements move companies closer to agentic-powered operations, where AI autonomously coordinates tasks, automates intelligent workflows, and works alongside employees to improve efficiency and strengthen customer loyalty.
For decades, customer journeys have been fragmented. A single request might start in the contact center, pass to sales, detour through billing, and eventually return to support – with each team working in silos on separate systems. This creates friction for customers and forces employees into reactive problem-solving.
With the latest Genesys Cloud capabilities, AI and human agents work in unison to manage outcomes from beginning to end. Expanded Work Automation enables enterprise-wide case management, while Associate extends orchestration tools to employees beyond the contact center. AI agents can now detect intent, launch workflows, route tasks to the right resources, and synchronize actions across teams, systems, and departments.
Genesys Cloud acts as the central orchestration engine, ensuring every employee involved in the customer journey receives real-time context and updates. Customers benefit from seamless, consistent experiences, while employees-from field to back office-leverage AI-powered, role-based tools to drive faster, more accurate outcomes.
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“Organizations are struggling to deliver seamless experiences as customer requests bounce between siloed systems like CRM, service platforms and back-office tools,” said Mila D’Antonio, principal analyst, customer engagement, at Omdia. “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.”
“Together, Work Automation and Associate architect a new foundation for agent-to-agent collaboration that will help organizations accelerate customer resolutions and advance agentic orchestration maturity. 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.”