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Genesys, a leader in AI-powered experience orchestration, introduced Genesys Cloud Work Automation and Genesys Cloud Associate. These innovations bridge front and back-office operations, enabling seamless, agentic AI-driven customer experience (CX) workflows across the enterprise to enhance efficiency and loyalty.
Genesys Cloud Work Automation streamlines enterprise CX workflows.
Genesys Cloud Associate equips all employees with AI orchestration tools.
Enables AI and human agents to coordinate tasks across departments.
Offers real-time visibility and workforce-aware automation.
Reduces silos for faster, personalized customer resolutions.
Available in Q4 FY2026 (Nov. 1, 2025 – Jan. 31, 2026).
Genesys Cloud Work Automation extends orchestration beyond the contact center, enabling end-to-end case management. It automates tasks, triggers dynamic workflows, and ensures SLA adherence across departments. “Organizations are struggling to deliver seamless experiences as customer requests bounce between siloed systems,” said Mila D’Antonio, principal analyst at Omdia. Features include outcome-centric orchestration, real-time dashboards, and workforce-aware automation, ensuring faster resolutions with fewer handoffs.
Genesys Cloud Associate brings AI-powered orchestration tools to all customer-facing employees, not just contact center agents. It offers role-based, omnichannel experiences across mobile, web, and desktop, with built-in AI assistance for transcription, summarization, and task automation. “Together, Work Automation and Associate architect a new foundation for agent-to-agent collaboration,” said Olivier Jouve, chief product officer at Genesys. This ensures employees have full context to deliver consistent, personalized service.
Traditional CX processes suffer from fragmented systems, causing delays and friction. Genesys addresses this by integrating CRM, customer data platforms, and vertical systems into a unified tech stack. Real-time visibility and a single codebase enhance reporting, compliance, and governance, enabling organizations to deliver coordinated, customer-first experiences at scale.
By connecting AI and human agents across departments, Genesys Cloud Work Automation and Associate streamline operations and reduce resolution times. These tools empower organizations to move as one intelligent enterprise, fostering customer loyalty through seamless, personalized interactions. Availability is expected in Q4 FY2026 (Nov. 1, 2025 – Jan. 31, 2026).
Genesys’ latest innovations redefine CX by enabling agentic orchestration across the enterprise. By uniting teams, systems, and AI, Genesys ensures organizations can deliver efficient, customer-centric experiences that drive loyalty and growth.
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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