London, 9 Sept. 2025 \u2014 Today at Xperience 2025, Genesys\u00ae, a global cloud leader in AI-Powered Experience Orchestration, announced Genesys Cloud\u2122 innovations designed to bridge the divide between the front and back office. With expanded capabilities for Genesys Cloud Work Automation, and the introduction of Genesys Cloud Associate, organisations 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.\u00a0\u00a0<\/p>\n","protected":false},"author":942,"featured_media":0,"template":"","class_list":["post-592288","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"09\/09\/2025","utm_pass":false,"asset_expiration":"","pr_subheading":"
New <\/span>Genesys Cloud<\/span> Work Automation<\/span> and<\/span> Genesys Cloud<\/span> Associate<\/span> capabilities<\/span> empower<\/span> every employee and AI <\/span>agent<\/span> with the<\/span> tools to act <\/span>in sync<\/span>, automate <\/span>workflows<\/span> and deliver results<\/span><\/em><\/p>\n","disable_chat":false,"no_index":false,"no_follow":false,"pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":" London, 9 Sept. 2025<\/span><\/b> \u2014 Today at Xperience 2025, <\/span>Genesys<\/span><\/a>\u00ae, a global cloud leader in AI-Powered Experience Orchestration, announced Genesys Cloud\u2122 innovations designed to bridge the divide between the front and back office. With expanded capabilities for Genesys Cloud Work Automation, and the introduction of Genesys Cloud Associate, organisations 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. <\/span>\u00a0<\/span><\/p>\n Traditional approaches to customer-facing functions draw sharp lines between field, front- and back-office operations. Conversations might begin in a contact centre, detour through sales, bounce to billing and trickle back to support. Each step is handled by a different resource, often on separate systems, with siloed data and limited visibility. For customers, this means friction. For employees, it\u2019s a game of catch-up.<\/span>\u00a0<\/span><\/p>\n 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 centre. AI agents can now detect intent, trigger workflows, drive tasks to the right resources and orchestrate actions bidirectionally across teams, systems and departments. <\/span>\u00a0<\/span><\/p>\n 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.\u00a0<\/span>\u00a0<\/span><\/p>\n \u201cOrganisations are struggling to deliver seamless experiences as customer requests bounce between siloed systems like CRM, service platforms and back-office tools,\u201d said Mila D\u2019Antonio, principal analyst, customer engagement, at Omdia. \u201cGenesys 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.\u201d<\/span>\u00a0<\/span><\/p>\n Genesys Cloud Work Automation Delivers Customer-Centric Workflows Across the Enterprise<\/span><\/b><\/p>\n Genesys Cloud Work Automation now extends orchestration beyond the contact centre. With end-to-end case management, organisations can turn customer needs into clear, coordinated actions by automating tasks, keeping work on track, and helping AI agents and employees deliver smarter, faster outcomes. <\/span>\u00a0<\/span><\/p>\n With these new capabilities, organizations can streamline how work moves across departments and systems:<\/span><\/p>\n This is CX process automation enabled by agentic orchestration to help ensure customers receive timely, consistent and personalised service at every stage of their journey.<\/span>\u00a0<\/span><\/p>\n Genesys Cloud Associate Turns Every Customer Facing Employee Into an Experience Orchestrator<\/span><\/b>\u00a0<\/span><\/p>\n 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:<\/span>\u00a0<\/span><\/p>\n Genesys Cloud Associate brings every employee into the flow of real-time AI-led orchestration so teams can respond faster, stay aligned and drive better outcomes from the start. This transforms reactive service to coordinated, personalised experiences at scale.<\/span>\u00a0<\/span><\/p>\n \u201cTogether, Work Automation and Associate architect a new foundation for agent-to-agent collaboration that will help organisations 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,\u201d said Olivier Jouve, chief product officer at Genesys. “We’re giving organisations the tools to move as one intelligent enterprise by streamlining execution, connecting teams and delivering the fast, seamless experiences customers expect.\u201d<\/span>\u00a0<\/span><\/p>\n 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, visit <\/span>www.genesys.com<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n Forward-Looking Statements<\/span><\/b>\u00a0<\/span><\/p>\n Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.<\/span>\u00a0<\/span><\/p>\n About Genesys\u202f\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n Genesys\u00ae empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.\u00a0 With agentic AI at its core, Genesys Cloud\u2122 is the AI-Powered Experience Orchestration Platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <\/span>www.genesys.com<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n \u00a9 2025 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.\u202f <\/span>\u00a0<\/span><\/p>\n Media Contacts\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n Genesys<\/span>\n
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\nsarah.logan@genesys.com<\/a><\/p>\n