Genesys Launches Agentic AI Agents with Greater Autonomy

𝐆𝐞𝐧𝐞𝐬𝐲𝐬 𝐔𝐧𝐢𝐭𝐞𝐬 𝐭𝐡𝐞 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐰𝐢𝐭𝐡 𝐂𝐨𝐧𝐧𝐞𝐜𝐭𝐞𝐝 𝐂𝐗 𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰𝐬 At Xperience 2025, Genesys unveiled Genesys Cloud Work Automation and Genesys Cloud Associate—two major innovations that break silos between the front and back office. These updates enable agentic orchestration across the enterprise, aligning AI agents and employees to drive seamless workflows, faster resolutions, and stronger customer loyalty. "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." — Olivier Jouve, Chief Product Officer, Genesys Read more: https://lnkd.in/e6YxzBpN 📢 𝐖𝐚𝐧𝐭 𝐭𝐨 𝐚𝐦𝐩𝐥𝐢𝐟𝐲 𝐲𝐨𝐮𝐫 𝐌𝐚𝐫𝐓𝐞𝐜𝐡 𝐦𝐞𝐬𝐬𝐚𝐠𝐞 𝐨𝐫 𝐬𝐡𝐨𝐰𝐜𝐚𝐬𝐞 𝐲𝐨𝐮𝐫 𝐛𝐫𝐚𝐧𝐝’𝐬 𝐢𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧? 𝐀𝐭 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐈𝐧𝐬𝐢𝐠𝐡𝐭𝐬, 𝐰𝐞 𝐠𝐨 𝐛𝐞𝐲𝐨𝐧𝐝 𝐫𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐧𝐞𝐰𝐬 — 𝐰𝐞 𝐞𝐦𝐩𝐨𝐰𝐞𝐫 𝐁𝟐𝐁 𝐦𝐚𝐫𝐤𝐞𝐭𝐞𝐫𝐬 𝐰𝐢𝐭𝐡 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐞𝐱𝐩𝐨𝐬𝐮𝐫𝐞, 𝐞𝐱𝐩𝐞𝐫𝐭 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬, 𝐚𝐧𝐝 𝐡𝐢𝐠𝐡-𝐢𝐦𝐩𝐚𝐜𝐭 𝐬𝐭𝐨𝐫𝐲𝐭𝐞𝐥𝐥𝐢𝐧𝐠. 🚀 𝐖𝐡𝐞𝐭𝐡𝐞𝐫 𝐲𝐨𝐮’𝐫𝐞 𝐥𝐚𝐮𝐧𝐜𝐡𝐢𝐧𝐠 𝐚 𝐩𝐫𝐨𝐝𝐮𝐜𝐭, 𝐬𝐡𝐚𝐫𝐢𝐧𝐠 𝐲𝐨𝐮𝐫 𝐭𝐡𝐨𝐮𝐠𝐡𝐭 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩, 𝐨𝐫 𝐬𝐜𝐚𝐥𝐢𝐧𝐠 𝐯𝐢𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐲 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐩𝐫𝐞𝐬𝐬 𝐫𝐞𝐥𝐞𝐚𝐬𝐞𝐬, 𝐠𝐮𝐞𝐬𝐭 𝐩𝐨𝐬𝐭𝐬, 𝐢𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰𝐬, 𝐨𝐫 𝐰𝐞𝐛𝐬𝐢𝐭𝐞 𝐚𝐝𝐬 — 𝐰𝐞’𝐫𝐞 𝐡𝐞𝐫𝐞 𝐭𝐨 𝐞𝐥𝐞𝐯𝐚𝐭𝐞 𝐲𝐨𝐮𝐫 𝐯𝐨𝐢𝐜𝐞 𝐢𝐧 𝐭𝐡𝐞 𝐢𝐧𝐝𝐮𝐬𝐭𝐫𝐲. 👉 𝐋𝐞𝐭’𝐬 𝐛𝐮𝐢𝐥𝐝 𝐭𝐡𝐞 𝐟𝐮𝐭𝐮𝐫𝐞 𝐨𝐟 𝐦𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐭𝐨𝐠𝐞𝐭𝐡𝐞𝐫: https://lnkd.in/euPFxpCy #MarTech #CustomerExperience #AgenticAI #Automation #CXInnovation #Genesys #AI

Curious how early adopters are driving results with #CX Cloud from Genesys and Salesforce? In this on-demand webinar, leaders from Genesys, Valley Strong Credit Union, Benify, and Salesforce share how the joint solution is helping them unify systems, streamline agent workflows, and deliver more personalized customer experiences. Hear about insights and trends from Jack Nichols, VP, Product Management, Genesys, Kristie Mead, CCUE - WCMS, Director of Contact Center, Valley Strong Credit Union, Neil Charles Armstrong, Senior Director, Product Architecture, Salesforce, and Philip Hagenfeldt, Commercial System Lead, Benify. 🚀 Hear how AIA New Zealand, with Genesys and Salesforce, simplified their stack and embraced agentic experiences to restructure costs at Dreamforce. ▶️ Watch the session: https://lnkd.in/gSiFkD7Y #GenesysPartners #AI #CCaaS #DF25

Here are the incredible new features and innovations announced at Genesys Xperience 2025! Genesys is truly pushing the boundaries of what's possible in the contact center and beyond. 🚀 📌 This year's focus is all about extending AI capabilities beyond the traditional contact center to create a truly connected, enterprise-wide customer experience. 📌The key announcements center around the concept of Agentic AI—AI that can not only automate tasks but also act autonomously, reason, and collaborate across teams and platforms. Here's a quick rundown of the standout new features: 🤖 Agentic AI Enhancements : - Genesys Cloud Copilot & Virtual Agents: These are getting major upgrades with more autonomy and contextual awareness. This means they can take on more complex tasks and work across different systems to resolve customer issues seamlessly. - Agent-to-Agent (A2A) Collaboration: A groundbreaking feature that allows AI agents to autonomously collaborate on tasks and interactions across the enterprise. This is a game-changer for breaking down silos between departments. - Model Context Protocol (MCP): This new protocol ensures that context and data are maintained across different platforms, making the experience unified and efficient. 🏢 Enterprise-Wide Orchestration 📌 Genesys Cloud Work Automation: - This is designed to extend experience orchestration beyond the contact center. It's about coordinating end-to-end case management across different departments, ensuring that customer needs are addressed from a holistic, outcome-centric perspective. 📌 Genesys Cloud Associate: A new solution that brings back-office and field employees into the same orchestration loop. It provides a role-based, omnichannel workspace with built-in AI assistance, unifying the entire organization on a single platform. 🎓 Upskilling and Community 📌 Genesys Orchestrators Program: A fantastic new program designed to empower CX professionals with the knowledge, resources, and credentials they need to succeed in the age of AI. It's about building a community of experts who can accelerate the future of CX. What feature are you most excited to implement? #Xperience2025 #Genesys #AI #ContactCenter #CX #Innovation #AgenticAI #CustomerExperience #DigitalTransformation #FutureofWork

As the lines between customer experience and workplace collaboration continue to blur, the convergence of UCaaS and CCaaS is becoming a boardroom priority. For enterprises ready to simplify, modernise, and lead with experience, this is your moment!!!! Dialpad is an AI-powered cloud communications platform, offering businesses a comprehensive suite of tools for meetings, internal communication, and customer support. It’s one of the most impressive platforms for companies investing in cutting-edge AI solutions for analytics, self-service, and agent assistance. Dialpad will offer more advanced agentic Ai applications that can automatically authenticate customers, reschedule appointments, provide order status updates, and more—all without being explicitly told to do so. Read more below👇🏻👇🏻👇🏻👇🏻 https://lnkd.in/etmVKzSm Josh Hegarty Jeremy Slater Mark Taylor Jack Stewart Annabel Lewington Olive Oldland Moses Senoga ✉ William Sandbach Zaxian Goode Raphael Poisson Floyd Cousins Charlene Patulot John Work Sid Farmiloe Tanhaz Kamaly Austin Smith Caitlin Follett #ElevateEveryConversation #Dialpad #GoogleCloud #Ai #CloudMarketplace #UCaaS #SaaS #SalesEnablement #ChannelPartners #TechSales #StrongerTogether #ChannelFirst #WholesaleAndReferral #CX #EX #LifeAtDialpad

💻 Digital Transformation: More than Technology—It’s a Mindset Shift 🚀 Digital transformation isn’t just about adopting new tools—it’s about reimagining business models, processes, and customer experiences for a connected world. 🌐 Cloud, AI, automation, and data-driven insights are enabling organizations to: ✨ Improve agility & efficiency ✨ Enhance customer engagement ✨ Drive innovation & new revenue streams ✨ Build resilience in a rapidly changing market Companies that embrace this shift are not just keeping pace with disruption—they’re leading it. The future belongs to those who see technology as a strategic enabler of growth. 👉 How is your organization approaching digital transformation? #DigitalTransformation #Innovation #FutureOfWork #BusinessAgility #Technology

"The key to scaling GTM for AI, automation, and cloud lies in translating innovation into clear, compelling value for customers while ensuring regional relevance and continuous iteration." In this exclusive interview, Vidya Sawhny, Head of Product Marketing for Provider Mobility at Cisco, shares her 19+ year journey driving innovation across #AI, #automation, #cloud, and #mobility. From scaling global #GTMstrategies and launching multi-agentic AI frameworks to building thought leadership programs and forging hyperscaler partnerships, Vidya shares actionable strategies for today’s tech marketers. Key Takeaways: - Scaling global GTM strategies across complex technologies. - Translating AI and automation into measurable customer value. - Building thought leadership that drives #brandcredibility. - Aligning #demandgeneration with sales for consistent #pipelinegrowth. - Embedding feedback loops to refine campaigns in real time. - Leading with storytelling to connect strategy to #ROI. More: https://lnkd.in/dxChv6ZP #GTMLibrary #B2BMarketing #ProductMarketing Saurabh Khadilkar

CCaaS & UCaaS are buzzing with new technical jargons – but what do they really mean for the future of communication platforms? 1. Agentic AI & Copilots – AI agents that don’t just assist but orchestrate workflows across channels. 2. Composable CX/UC – build modular, API-first experiences instead of being locked into monoliths. 3. Voice-First CX – because poor voice quality silently erodes ROI, even in a digital-first world. 4. AI-Native Platforms – not just AI add-ons, but core redesigns around AI & automation. 5. Zero-Trust CX & Quantum-Resistant Security – safeguarding every customer interaction. 6. Total Experience (TX) – blending customer, employee, and user experience into one strategy. The industry is clearly shifting from “cloud-first” to “AI-native & composable-first”. Those who modernize faster will deliver smarter, secure, and scalable experiences. What’s the most exciting trend you see shaping the next-gen contact center & collaboration platforms? #CCaaS #UCaaS #AI #AgenticAI #CustomerExperience #UnifiedCommunications #ComposableCX #VoiceFirst #Cloud #DigitalTransformation

💥The way customers interact with businesses is changing faster than ever. Traditional call centers are no longer enough today’s customers want flexibility, speed, and personalization across every channel they use. That’s where Contact Center as a Service (CCaaS) is leading the transformation 📞 CCaaS isn’t just about moving a contact center to the cloud. It’s about creating intelligent, agile, and scalable experiences that empower businesses to meet customers where they are whether that’s on voice, chat, social, or video. With AI, automation, and real-time analytics integrated, CCaaS is redefining what “customer support” really means. The future of CCaaS will be hyper-personalized and proactive. Imagine a world where your contact center predicts customer needs, automates simple interactions, and seamlessly routes complex cases to skilled agents all while reducing costs and increasing efficiency 🚀 At engageX in e& enterprise, we enable organizations to achieve this transformation through advanced CCaaS platform, delivering a powerful contact center solution that improves customer experience across any entity or sector. From government services to private enterprises, our approach helps businesses deliver the kind of seamless, future-ready interactions that customers expect 💪🏻 💡 CCaaS isn’t an option anymore it’s the foundation for organizations ready to deliver seamless, AI-powered experiences that customers expect today and demand tomorrow #CPaaS #CCaaS #CustomerCentric #AI #engageX #eandenterprise #eand

Today at #Xperience25, Genesys launched Genesys Cloud Work Automation + Genesys Cloud Associate, which will give employees and AI the tools to collaborate in real time, across the entire enterprise.     No more disconnected systems or delays. Just connected workflows and better outcomes for customers.     Read more ➡️ https://lnkd.in/eynEgARh  

Today at #Xperience25, Genesys launched Genesys Cloud Work Automation + Genesys Cloud Associate, which will give employees and AI the tools to collaborate in real time, across the entire enterprise.     No more disconnected systems or delays. Just connected workflows and better outcomes for customers.     Read more ➡️ https://lnkd.in/gdMwiDUE