09/02/2026
Genesys®, a global leader in agentic orchestration for customer experience (CX), today announced new and continued collaborations with Adobe, Amazon Web Services (AWS), Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow and Sierra. 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.
Enterprise AI is moving from isolated use cases to a distributed network of agents operating across customer service, sales, IT and operations. Gartner® predicts that “by 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”1. This growing footprint of autonomous AI agents will require organisations to manage greater complexity and risk while keeping customer journeys connected.
Expanding a trusted ecosystem for agentic customer experience orchestration
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.
Through the expanded Genesys ecosystem, organisations can connect the technologies that power customer experiences across key areas including:
“To realise the full potential of AI, organisations need the freedom to innovate across technologies without sacrificing the continuity of the customer experience,” said Glenn Nethercutt, chief technology officer at Genesys. “With 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.”
The orchestration layer for customer experience
More than 7,500 organisations worldwide, such as ESPN, CarMax, HSBC, Nestlé and Nationwide 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.
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.
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.
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.
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–Oct. 31, 2026), with Adobe expected in the first quarter of the Genesys next fiscal year (Feb. 1–April 30, 2027).
1Gartner, “CX Product Leaders Must Adopt A2A to Support Composable Multiagent Experiences”, Manoj Bhatia, 10 August 2026.
GARTNER is a trademark of Gartner, Inc. and/or its affiliates.
Forward-Looking Statements
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.
About Genesys
Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. Genesys Cloud™ 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 www.genesys.ai.
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Senior Director APAC Communications, Genesys
Manali.Pattnaik@genesys.com
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