Genesys Expands Ecosystem for Trusted Enterprise Agentic Experience Orchestration

LAS VEGAS - Sept. 2, 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 organizations 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 organizations 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 organizations 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, organizations can connect the technologies that power customer experiences across key areas including:

• Customer Intelligence: Adobe and Genesys are working together to deliver actionable customer signals via the ingestion of third-party platform events into Genesys Cloud. Organizations 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.

• Multi-agent Orchestration: Agent2Agent (A2A) interoperability with Salesforce Agentforce and ServiceNow will enable AI agents to securely communicate, coordinate and automate work across enterprise platforms. Organizations can connect customer engagement with CRM, service operations and business workflows while maintaining shared context across every interaction.

• Specialized AI Agents: Organizations 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 organizations use the best resource for each task while preserving a consistent customer journey.

• Speech and Voice AI: New integrations with Deepgram and ElevenLabs will expand the choice of specialized voice and speech technologies available for Genesys Cloud Agentic Virtual Agents. Organizations 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.

• AI Infrastructure: Building on its collaboration with AWS, Genesys Cloud expands access to frontier AI infrastructure, foundation models and cloud services. Organizations can innovate with the AI technologies that best fit their business while scaling securely on enterprise-grade infrastructure.

• Customer Engagement: A recently expanded collaboration with Meta deepens WhatsApp capabilities within Genesys Cloud, enabling organizations to unify messaging, voice and AI on one of the world's largest customer engagement platforms. Customers can move seamlessly between digital and voice interactions while preserving context across every conversation.

"To realize the full potential of AI, organizations 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 organizations 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 organizations 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 organizations 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 personalized 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. Centralized policies, permissions and business guardrails define how AI operates, what actions it can take and when human oversight is required, helping organizations 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 organizations 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, organizations 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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