{"id":639980,"date":"2026-09-07T07:20:07","date_gmt":"2026-09-07T14:20:07","guid":{"rendered":"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/genesys-expands-ecosystem-for-trusted-enterprise-agentic-experience-orchestration"},"modified":"2026-09-07T07:20:51","modified_gmt":"2026-09-07T14:20:51","slug":"genesys-expands-ecosystem-for-trusted-enterprise-agentic-experience-orchestration","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-expands-ecosystem-for-trusted-enterprise-agentic-experience-orchestration","title":{"rendered":"Genesys Expands Ecosystem for Trusted Enterprise Agentic Experience Orchestration"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":942,"featured_media":639287,"template":"","class_list":["post-639980","announcements","type-announcements","status-publish","has-post-thumbnail","hentry"],"acf":{"news_date":"09\/02\/2026","utm_pass":false,"asset_expiration":"","pr_subheading":"<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Collaborations with Adobe, AWS, Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow and Sierra extend the Genesys Cloud Agentic Orchestration Platform for Customer Experience<\/span><\/i><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{\" data-aria-posinset=\"2\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Genesys ecosystem enables organisations to securely connect AI agents, enterprise applications and business workflows to drive customer loyalty and operational efficiency<\/span><\/i><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n","disable_chat":false,"no_index":false,"no_follow":false,"disable_next_steps":false,"display_desc":false,"title_align":"left","pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":"<p><b><span data-contrast=\"none\">LONDON \u2014 2 Sept. 2026 \u2014<\/span><\/b> <a href=\"https:\/\/www.genesys.com\/en-gb\"><span data-contrast=\"none\">Genesys\u00ae<\/span><\/a><span data-contrast=\"auto\">, a global leader in agentic orchestration for customer experience (CX), today announced new and continued collaborations with <\/span><strong>Adobe, Amazon Web Services (AWS), Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow<\/strong> and <strong>Sierra<\/strong>. <span data-contrast=\"auto\">By further strengthening its open ecosystem, Genesys is enabling organisations to orchestrate customer experiences across AI agents, people and business workflows through Genesys Cloud, while supporting the enterprise technologies they already rely on. <\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Enterprise AI is moving from isolated use cases to a distributed network of agents operating across customer service, sales, IT and operations. Gartner\u00ae predicts that \u201cby 2028, 80% of organisations will see AI agents consume the majority of their APIs, rather than human developers, up from less than 20% in 2026\u201d<\/span><sup><span data-contrast=\"auto\">1<\/span><\/sup><span data-contrast=\"auto\">. This growing footprint of autonomous AI agents will require organisations to manage greater complexity and risk while keeping customer journeys connected.\u00a0 <\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Expanding a trusted ecosystem for agentic customer experience orchestration<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Genesys Cloud serves as the orchestration layer for customer experience, bringing together AI agents, strategic platforms and engagement with the real-time intelligence, open connectivity and enterprise governance needed to coordinate increasingly complex journeys.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Through t<\/span><a href=\"https:\/\/www.genesys.com\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider\"><span data-contrast=\"none\">he expanded Genesys ecosystem,<\/span><\/a><span data-contrast=\"auto\"> organisations can connect the technologies that power customer experiences across key areas including:<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Customer Intelligence:<\/span><\/b> <span data-contrast=\"none\">Adobe and Genesys are working together to deliver actionable customer signals via the ingestion of third-party platform events into Genesys Cloud. Organisations will be able to combine Adobe digital experience events in Adobe CX Enterprise with Genesys Cloud interaction events to enable real-time bidirectional data integration for enhanced customer journeys across both platforms.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Multi-agent Orchestration:<\/span><\/b><span data-contrast=\"auto\"> Agent2Agent (A2A) interoperability with Salesforce Agentforce and ServiceNow will enable AI agents to securely communicate, coordinate and automate work across enterprise platforms. Organisations can connect customer engagement with CRM, service operations and business workflows while maintaining shared context across every interaction.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Specialised AI Agents: <\/span><\/b><span data-contrast=\"auto\">Organisations can incorporate Sierra agents and ElevenAgents into customer journeys alongside Genesys Cloud Agentic Virtual Agents. Genesys Cloud coordinates when and how those agents participate, helping organisations use the best resource for each task while preserving a consistent customer journey.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Speech and Voice AI: <\/span><\/b><span data-contrast=\"auto\">New integrations with Deepgram and ElevenLabs will expand the choice of specialised voice and speech technologies available for Genesys Cloud Agentic Virtual Agents. Organisations will be able to use the Deepgram voice AI platform for fast, accurate conversational speech understanding and ElevenLabs text to speech for natural, expressive voice experiences in Agentic Virtual Agents while maintaining Genesys Cloud governance and enterprise controls to deliver fluid interactions.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">AI Infrastructure:<\/span><\/b><span data-contrast=\"auto\"> Building on its collaboration with AWS, Genesys Cloud expands access to frontier AI infrastructure, foundation models and cloud services. Organisations can innovate with the AI technologies that best fit their business while scaling securely on enterprise-grade infrastructure.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Customer Engagement<\/span><\/b><span data-contrast=\"auto\">: A recently expanded collaboration with Meta deepens WhatsApp capabilities within Genesys Cloud, enabling organisations to unify messaging, voice and AI on one of the world&#8217;s largest customer engagement platforms. Customers can move seamlessly between digital and voice interactions while preserving context across every conversation.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">\u201cTo realize the full potential of AI, organisations need the freedom to innovate across technologies without sacrificing the continuity of the customer experience,\u201d said Glenn Nethercutt, chief technology officer at Genesys. \u201cWith our growing partner ecosystem, Genesys Cloud provides a trusted platform for agentic orchestration, giving organisations the context and control to shape how AI and people work together to deliver customer experiences at global scale.\u201d<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">The orchestration layer for customer experience<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">More than 7,500 organisations worldwide, such as <strong>ESPN, CarMax, HSBC, Nestl\u00e9<\/strong> and <strong>Nationwide<\/strong> rely on Genesys Cloud to orchestrate customer experiences that drive loyalty and operational efficiency. Genesys Cloud enables organisations to unify customer engagement with the various enterprise technologies that power work behind the scenes.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The growing Genesys ecosystem deepens the contextual intelligence available to Genesys Cloud by bringing together signals from interactions and third-party enterprise applications and connecting them with customer identity, history and business events. This richer foundation of data gives AI agents, people and enterprise systems more understanding of each customer journey to orchestrate personalised experiences in real time.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Further strengthened by the recent acquisition of Pinkfish, Genesys Cloud turns this contextual intelligence into action by securely connecting AI agents with enterprise applications, data and business workflows through native integrations, open APIs and standards including Model Context Protocol (MCP) and A2A.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As ecosystems of AI agents expand across enterprise platforms, interoperability must be paired with governance. Genesys Cloud embeds enterprise-grade controls for visibility, accountability and human oversight. Centralised policies, permissions and business guardrails define how AI operates, what actions it can take and when human oversight is required, helping organisations scale agentic AI securely and responsibly. <\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Genesys Cloud capabilities with AWS, Deepgram, Meta, Salesforce, ServiceNow and Sierra are available today and will continue to evolve and expand. New capabilities with ElevenLabs are expected to become generally available by the third quarter of the Genesys fiscal year (Aug. 1\u2013Oct. 31, 2026), with Adobe expected in the first quarter of the Genesys next fiscal year (Feb. 1\u2013April 30, 2027).\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><sup><i><span data-contrast=\"auto\">1<\/span><\/i><\/sup><i><span data-contrast=\"auto\">Gartner, \u201cCX Product Leaders Must Adopt A2A to Support Composable Multiagent Experiences\u201d, Manoj Bhatia, 10 August 2026.<\/span><\/i><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"auto\">GARTNER is a trademark of Gartner, Inc. and\/or its affiliates.<\/span><\/i><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Forward-Looking Statements<\/span><\/b><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"auto\">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.\u00a0<\/span><\/i><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">About Genesys\u00a0<\/span><\/b><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"auto\">Genesys\u00ae empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. Genesys Cloud\u2122 is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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><\/i><a href=\"https:\/\/www.genesys.ai\/\"><i><span data-contrast=\"none\">www.genesys.ai.<\/span><\/i><\/a><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"none\">\u00a9 2026 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, AppFoundry and Genesys Orchestrators 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.<\/span><\/i><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Media Contact<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Sarah Logan<\/span><\/b><br \/>\n<a href=\"mailto:sarah.logan@genesys.com\">sarah.logan@genesys.com<\/a><\/p>\n<p><b><span data-contrast=\"auto\">Brands2Life<\/span><\/b><span data-ccp-props=\"{\"><br \/>\n<\/span><a href=\"mailto:Genesys@brands2life.com\">Genesys@brands2life.com<\/a><\/p>\n"}],"pr_related_news":"auto","pr_promo_resource":"post","pr_promo_new_tab":false,"exclude_chat_auto_open":false,"meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","enable_external_utm":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"enable_ab_test":false,"next_steps_type":"default","ns_title":"","ns_subtitle":"","resource_next_steps":"","pr_heading":"","pr_promo_button_label":""},"news_date":"2026-09-02","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/639980","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/942"}],"version-history":[{"count":1,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/639980\/revisions"}],"predecessor-version":[{"id":639982,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/639980\/revisions\/639982"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/639287"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=639980"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}