New capabilities in Genesys Cloud Work Automation and Genesys Cloud Associate empower every worker and AI agent with tools to act in sync, automate workflows, and deliver results
At Xperience 2025, Genesys®, the global leader in AI-powered experience orchestration in the cloud, announces Genesys Cloud™ innovations designed to integrate the front and back offices. 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 across the enterprise. This launch equips companies for agent-powered operations, where AI will more autonomously coordinate tasks across departments, automate intelligent workflows, and work hand-in-hand with employees to drive operational efficiency and customer loyalty.
Traditional approaches to customer relationship functions establish rigid divisions between field operations, front office, and back office. Conversations can begin in a contact center, move through sales, to billing, and eventually back to support. Each step is managed by a different resource, often in separate systems, with siloed data and limited visibility. For customers, this means friction. For employees, it's a race to catch up.
Genesys is bringing both AI and human agents to the front and back of customer outcomes tracking, expanding work automation to enterprise case management and introducing Associate for employees beyond the contact center. AI agents can now detect intent, trigger workflows, route tasks to the right resources, and orchestrate actions bidirectionally across teams, systems, and departments.
Every team involved in the customer journey is instantly alerted and equipped with full context, powered by real-time AI. Genesys Cloud acts as the central orchestration engine, providing real-time updates to customers while employees operate in sync within an integrated technology platform. Genesys Cloud Associate extends these capabilities beyond the contact center to field and back-office employees, with role-based, AI-powered tools to stay connected and focused on faster results.
"Organizations are struggling to deliver seamless experiences as customer requests move between siloed systems like CRM, service platforms, and back-office tools," says Mila D'Antonio, principal analyst for customer engagement at Omdia. "Genesys is addressing this challenge by providing integrated tools to streamline business operations and accelerate resolution. These capabilities are key elements in enabling agentic orchestration."
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 transform customer needs into clear, coordinated actions, automating tasks, keeping work on track, and helping agents and AI employees deliver smarter, faster results.
With these new capabilities, organizations can optimize how work flows across departments and systems:
- Results-centered orchestration: Automated workflows between AI agents and employees, spanning departments to help ensure SLA adherence and process efficiency;
- Dynamic, multi-dimensional workflows triggered: Company-wide events initiate coordinated actions that span teams and tools for faster resolutions, with fewer delays and handoffs;
- Workforce-focused automation: Integrated forecasting and scheduling capabilities estimate incoming demand and allocate resources effectively, aligning work orchestration with workforce planning.
- Real-time visibility: Dashboards show task status, risks, and performance targets so leaders can identify bottlenecks early and take action before problems escalate.
This is CX process automation enabled by agent orchestration to help ensure customers receive timely, consistent, and personalized service at every stage of their journey.
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 every customer contact is seamless:
- Flexible, role-based experience, adapted to all employees who interact directly with customers.
- Omnichannel experience delivered consistently on mobile, web and desktop devices, adapting to each employee's workflow without greater complexity.
- Integrated AI assistance that provides real-time suggestions, automates transcriptions and summaries, and manages routine tasks to reduce manual effort.
- A single codebase and a unified data model, which optimize IT operations by providing consistent reporting, performance management, and compliance across all functions 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 integrates all employees into the AI-driven, real-time orchestration workflow, so teams can respond faster, stay aligned, and deliver better outcomes from the start. This transforms reactive service into scaled, coordinated, and personalized experiences.
“Together, Work Automation and Associate create a foundation for agent collaboration that will help organizations accelerate customer resolutions and advance the maturity of agent orchestration. Autonomous and human agents simply get the job done, moving between departments, systems, and even companies with ease,” said Olivier Jouve, Chief Product Officer at Genesys. “We’re giving organizations the tools to move as a single intelligent enterprise, optimizing execution, connecting teams, and delivering the fast, seamless experiences customers expect.”
Availability of Agent2Agent orchestration capabilities is expected to begin in the fourth quarter of the company's fiscal year (November 1, 2025 – January 31, 2026).
Forward-Looking Statements
Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Except as required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events occurring after the date of this release.
About Genesys
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 artificial intelligence across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and strengthening collaboration between human and AI teams. To learn more, visit www.genesys.com/pt-br
© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, and Genesys Cloud are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective owners.
EN 
PT 
