Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced Genesys Cloud™ innovations designed to bridge the divide between the front and back office. With expanded capabilities for Genesys Cloud Work Automation, and the introduction of Genesys Cloud Associate, organizations will be able to orchestrate end-to-end customer experience (CX) workflows enterprise-wide. This launch equips companies for agentic-powered operations where AI will more autonomously coordinate tasks across departments, automate intelligent workflows and partner with employees to drive operational efficiency and customer loyalty.
Traditional approaches to customer-facing functions draw sharp lines between field, front- and back-office operations. Conversations might begin in a contact center, detour through sales, bounce to billing and trickle back to support. Each step is handled by a different resource, often on separate systems, with siloed data and limited visibility. For customers, this means friction. For employees, it’s a game of catch-up.
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Genesys puts both AI and human agents in control of customer outcomes from start to finish by expanding Work Automation for enterprise case management and introducing Associate for employees beyond the contact center. AI agents can now detect intent, trigger workflows, drive tasks to the right resources and orchestrate actions bidirectionally across teams, systems and departments.
Every team that touches the customer journey is instantly alerted and armed with full context supported in real time by AI. Genesys Cloud serves as the central orchestration engine, delivering live updates to customers while employees operate in sync within a unified tech stack. Genesys Cloud Associate extends these capabilities beyond the contact center to field and back-office employees with AI-powered, role-based tools to stay connected and focused on faster outcomes.
“Organizations are struggling to deliver seamless experiences as customer requests bounce between siloed systems like CRM, service platforms and back-office tools,” said Mila D’Antonio, principal analyst, customer engagement, at Omdia. “Genesys is addressing this challenge head-on by providing integrated tools to streamline enterprise operations and accelerate resolution. These capabilities serve as critical building blocks for enabling agentic orchestration.”
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Genesys Cloud Work Automation Delivers Customer-Centric Workflows Across the Enterprise
Genesys Cloud Work Automation now extends orchestration beyond the contact center. With end-to-end case management, organizations can turn customer needs into clear, coordinated actions by automating tasks, keeping work on track, and helping AI agents and employees deliver smarter, faster outcomes.
With these new capabilities, organizations can streamline how work moves across departments and systems:
- Outcome-centric orchestration: Automated workflows across AI agents and employees spanning departments to help ensure SLA adherence and process efficiency.
- Dynamic and multidimensional triggered workflows: Enterprise-wide events initiate coordinated actions that span teams and tools for faster resolutions with fewer delays and handoffs.
- Workforce-aware automation: Built-in forecasting and scheduling capabilities estimate incoming demand and allocate resources effectively, aligning work orchestration with workforce planning.
- Real-time visibility: Dashboards show tasks status, risks and performance targets so leaders can spot bottlenecks early and act before issues escalate.
This is CX process automation enabled by agentic orchestration to help ensure customers receive timely, consistent and personalized service at every stage of their journey.
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Genesys Cloud Associate Turns Every Customer Facing Employee Into an Experience Orchestrator
Genesys Cloud Associate gives employees outside the contact center access to the same AI-Powered Experience Orchestration tools that frontline agents use so that every customer touchpoint can feel effortless:
- Flexible, role-based experience tailored for all employees who engage directly with customers.
- Omnichannel experience delivered consistently across mobile, web and desktop that adapts to each employee’s workflow without added complexity.
- Built-in AI assistance that provides live suggestions, automates transcription and summarization, and handles routine tasks to reduce manual effort.
- A single codebase and unified data model streamline IT operations delivering consistent reporting, performance management and compliance across roles to help improve visibility and governance of CX data and workflows.
- Deep enterprise integration with support for CRM, customer data platform, vertical systems and other key data sources ensuring employees have the full context to take action.
Genesys Cloud Associate brings every employee into the flow of real-time AI-led orchestration so teams can respond faster, stay aligned and drive better outcomes from the start. This transforms reactive service to coordinated, personalized experiences at scale.
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“Together, Work Automation and Associate architect a new foundation for agent-to-agent collaboration that will help organizations accelerate customer resolutions and advance agentic orchestration maturity. Autonomous and human agents simply get work done moving across departments, systems and even companies with ease,” said Olivier Jouve, chief product officer at Genesys. “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.”
To join our expert panel discussions, reach out to sudipto@intentamplify.com
Source – businesswire
