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Genesys, a global leader in AI-powered experience orchestration, has expanded its strategic partnership with ServiceNow to introduce Agent2Agent (A2A) orchestration, enabling AI agents to autonomously collaborate across platforms for enhanced customer experiences. Announced at Xperience 2025, this integration merges Genesys Cloud AI with ServiceNow’s AI Platform to streamline customer service operations.
Genesys and ServiceNow launch A2A orchestration for autonomous AI collaboration.
Unifies CCaaS, CRM, and service operations for seamless customer experiences.
Enables real-time issue resolution, like billing disputes, with personalized offers.
Extends Unified Experience to ServiceNow IT Service Management (ITSM).
Availability expected in Q4 FY2026 (Nov. 1, 2025 – Jan. 31, 2026).
Drives efficiency, loyalty, and cost reduction for enterprises.
The expanded partnership introduces A2A orchestration, allowing AI agents on Genesys Cloud and ServiceNow’s CRM to work together within enterprise-defined guardrails. This enables seamless, autonomous handling of customer interactions, such as resolving billing issues by retrieving data, explaining charges, and offering tailored promotions in real time. “By unifying systems with AI orchestration, Genesys and ServiceNow simplify complexity and help to empower our teams,” said Gavin Howell, director of operational delivery at Computacenter.
Building on the existing Unified Experience from Genesys and ServiceNow, the partnership now extends to ServiceNow IT Service Management (ITSM). This integration enhances support for IT help desk agents, enabling seamless voice and digital channel support while optimizing routing and productivity. The solution eliminates silos, merging CCaaS, CRM, and service operations into a single AI-powered experience.
The collaboration addresses the growing need for interoperable AI systems. “Cross-platform AI agents have the potential to significantly shift the customer experience landscape,” said Rebecca Wettemann, CEO of Valoir. “The expanded partnership between Genesys and ServiceNow is a notable development advancing the industry toward scalable agent-to-agent collaboration.” John Ball, EVP at ServiceNow, added, “Together, we’re not just transforming customer support; we’re setting a new standard for how enterprises automate at scale with agentic AI.”
The partnership includes a closer go-to-market strategy, simplifying the adoption of AI-driven solutions. New conversational voice capabilities for AI agents are expected later in 2025, further enhancing customer self-service. “Our partnership with ServiceNow is accelerating the path to universal agentic orchestration,” said Olivier Jouve, chief product officer at Genesys. “Together, we’re making the future of customer experience not only more effective and intelligent, but truly customer-first.”
Genesys and ServiceNow’s deepened partnership sets a new benchmark for AI-driven customer experience, empowering organizations to deliver efficient, personalized service while driving operational excellence. Availability for A2A orchestration is slated for Q4 FY2026 (Nov. 1, 2025 – Jan. 31, 2026).
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and teamwork across human and AI workforces.
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