Genesys offers connected CX workflows for agentic orchestration

Genesys, a global cloud leader in AI-Powered Experience Orchestration, is releasing new Genesys Cloud innovations designed to bridge the divide between the front and back office.

According to the company, with expanded capabilities for Genesys Cloud Work Automation, and the introduction of Genesys Cloud Associate, organizations will be able to orchestrate end-to-end customer experience (CX) workflows enterprise wide.

This launch equips companies for agentic-powered operations where AI will more autonomously coordinate tasks across departments, automate intelligent workflows, and partner with employees to drive operational efficiency and customer loyalty.

Genesys puts both AI and human agents in control of customer outcomes from start to finish by expanding Work Automation for enterprise case management and introducing Associate for employees beyond the contact center. AI agents can now detect intent, trigger workflows, drive tasks to the right resources, and orchestrate actions bidirectionally across teams, systems, and departments, the company said.

Every team that touches the customer journey is instantly alerted and armed with full context supported in real time by AI. Genesys Cloud serves as the central orchestration engine, delivering live updates to customers while employees operate in sync within a unified tech stack.

Genesys Cloud Associate extends these capabilities beyond the contact center to field and back-office employees with AI-powered, role-based tools to stay connected and focused on faster outcomes.

With these new capabilities, organizations can streamline how work moves across departments and systems:

• Outcome-centric orchestration: Automated workflows across AI agents and employees spanning departments to help ensure SLA adherence and process efficiency.
• Dynamic and multidimensional triggered workflows: Enterprise-wide events initiate coordinated actions that span teams and tools for faster resolutions with fewer delays and handoffs.
• Workforce-aware automation: Built-in forecasting and scheduling capabilities estimate incoming demand and allocate resources effectively, aligning work orchestration with workforce planning.
• Real-time visibility: Dashboards show tasks status, risks and performance targets so leaders can spot bottlenecks early and act before issues escalate.

Genesys Cloud Associate gives employees outside the contact center access to the same AI-Powered Experience Orchestration tools that frontline agents use so that every customer touchpoint can feel effortless:

• Flexible, role-based experience tailored for all employees who engage directly with customers.
• Omnichannel experience delivered consistently across mobile, web and desktop that adapts to each employee’s workflow without added complexity.
• Built-in AI assistance that provides live suggestions, automates transcription and summarization, and handles routine tasks to reduce manual effort.
• A single codebase and unified data model streamline IT operations delivering consistent reporting, performance management and compliance across roles to help improve visibility and governance of CX data and workflows.
• Deep enterprise integration with support for CRM, customer data platform, vertical systems and other key data sources ensuring employees have the full context to act.

“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.”

Availability for Genesys Cloud Work Automation and Associate are expected to begin in the fourth quarter of the company's fiscal year (Nov. 1, 2025 - Jan. 31, 2026).

For more information about this news, visit www.genesys.com.