Expansion of the Ecosystem for Agent Orchestration

Genesys, a global leader in agent-driven customer experience (CX) orchestration, continues to expand its open ecosystem through new and renewed partnerships—including with Adobe, Amazon Web Services (AWS), Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow, and Sierra. Based on these collaborations, the Genesys Cloud platform seamlessly orchestrates customer experiences across AI agents, employees, and business processes, while integrating flexibly with existing enterprise technologies. Enterprise AI is evolving from isolated use cases to a distributed network of agents deployed across customer service, sales, IT, and operations. Gartner predicts that by 2028, approximately 80 percent of companies will use the majority of their APIs via AI agents rather than human developers, compared to less than 20 percent in 2026.¹ As autonomous AI agents become more widespread, companies must adopt a more complex and risk-aware approach to managing them, while simultaneously ensuring the continuity of the customer journey.

A Growing Ecosystem for Trusted CX Orchestration

Genesys Cloud serves as the orchestration layer for customer experiences. It brings together AI agents, strategic platforms, and interactions with real-time information, open connectivity, and enterprise governance—thereby laying the foundation for coordinating increasingly complex customer journeys. With the expanded Genesys ecosystem, companies can connect the technologies that enable customer experiences in key areas, including:

• Customer Intelligence: Adobe and Genesys are collaborating to provide actionable customer signals by integrating events from third-party platforms into Genesys Cloud. Organizations can combine Adobe Digital Experience events in Adobe CX Enterprise with Genesys Cloud interaction events. This provides real-time, bidirectional data integration for optimized customer journeys across both platforms.
• Multi-Agent Orchestration: Agent2Agent (A2A) interoperability with Salesforce Agentforce and ServiceNow enables AI agents to communicate securely, coordinate, and automate workflows across enterprise platforms. Organizations can link customer interactions with CRM, service operations, and business processes while maintaining the shared context of each interaction.
• Specialized AI Agents: Organizations can integrate Sierra agents and ElevenAgents into the customer journey alongside Genesys Cloud Agentic Virtual Agents. Genesys Cloud coordinates the deployment of these agents, helping organizations use the optimal resource for each task while ensuring a consistent customer journey.
• Speech and Voice AI: New integrations with Deepgram and ElevenLabs expand the range of specialized voice and speech technologies available for Genesys Cloud Agentic Virtual Agents. Companies can use the Deepgram speech AI platform for fast and accurate speech understanding and ElevenLabs text-to-speech for natural and expressive speech experiences in Agentic Virtual Agents. At the same time, Genesys Cloud governance and enterprise controls remain in place to enable seamless interactions.
• AI Infrastructure: Building on its collaboration with AWS, Genesys Cloud is expanding access to state-of-the-art AI infrastructure, foundation models, and cloud services. Companies can drive innovation with the AI technologies that best fit their business while securely scaling on enterprise-class infrastructure.
• Customer Interaction: The recently expanded partnership with Meta deepens WhatsApp capabilities within Genesys Cloud, allowing businesses to combine messaging, voice communication, and AI on one of the world’s largest platforms for customer interaction. Customers can seamlessly switch between digital and voice interactions while maintaining context across every conversation.

“To unlock the full potential of AI, companies need the freedom to drive innovation across technologies without compromising the continuity of the customer experience,”

says Glenn Nethercutt, Chief Technology Officer at Genesys. “With our growing partner network, Genesys Cloud offers a trusted platform for agent-based orchestration. It gives companies the context and control to shape the collaboration between AI and humans, thereby creating customer experiences on a global scale.”

The Orchestration Layer for Customer Experiences

More than 7,500 organizations worldwide, including ESPN, CarMax, HSBC, Nestlé, and Nationwide, use Genesys Cloud to orchestrate customer experiences and boost customer engagement and operational efficiency. Genesys Cloud unifies customer interactions with the various enterprise technologies that drive processes behind the scenes The growing Genesys ecosystem expands the contextual intelligence within Genesys Cloud. It aggregates signals from interactions and third-party enterprise applications and links them to customer identity, history, and business events. This expanded data set enables AI agents, employees, and enterprise systems to better understand the customer journey and orchestrate personalized experiences in real time. The recent acquisition of Pinkfish further strengthens this contextual intelligence. Genesys Cloud puts this into practice by securely connecting AI agents with enterprise applications, data, and business processes—via native integrations, open APIs, and standards such as the Model Context Protocol (MCP) and A2A. As AI agent ecosystems become increasingly widespread on enterprise platforms, interoperability must go hand in hand with governance. To this end, Genesys Cloud incorporates enterprise-level controls that ensure transparency, accountability, and human oversight. Centralized policies, permissions, and business rules define how AI operates, what actions it is permitted to perform, and when human intervention is required. This enables companies to scale agent-based AI securely and responsibly. Genesys Cloud’s capabilities with AWS, Deepgram, Meta, Salesforce, ServiceNow, and Sierra are available now and will continue to be developed. New features with ElevenLabs are expected to be generally available in the third quarter of the Genesys fiscal year (August 1 through October 31, 2027); Genesys expects the Adobe features to be available in the first quarter of the following fiscal year (February 1 through April 30, 2027).