Genesys has announced an expanded partnership with ServiceNow at its Xperience 2025 event.
The event also set the stage for the release of new agentic AI capabilities, journey orchestration tools, and a program to help establish, connect, and automate end-to-end resolution flows.
Yet, the ServiceNow partnership is the headline-clincher, with those end-to-end resolution flows also a key part of the announcement.
Indeed, the two vendors pledged to deliver Agent2Agent (A2A) orchestration. That means brands can build AI agents that flit between the Genesys Cloud platform and ServiceNow Unified CRM, within defined guardrails.
For instance, the newly ‘agentified’ Genesys Virtual Agent may interact with AI agents on the ServiceNow AI Platform to mechanize resolution flows that cross the middle and back offices. That could allow the contact center to automate more complex customer queries.
To further aid mutual customers in extending the scope of contact automation, Genesys and ServiceNow also pledged to provide mutual customers with a unified service model.
“Agentic AI is only as powerful as the ecosystem it can operate within,” said John Ball, EVP and GM, CRM and Industry Workflows of ServiceNow.
“Our expanded partnership with Genesys brings voice together with AI, data, and workflows, enabling organizations to deliver end-to-end resolution of customer requests with much greater efficiency and intelligence,” he continued.
Together, we’re not just transforming customer support; we’re setting a new standard for how enterprises automate at scale with agentic AI to deliver great customer experiences.
With this goal to transform customer support, Genesys and ServiceNow also aim to deliver new capabilities to boost conversational voice experiences before the end of the year.
Moreover, the vendors have made a shared commitment to boost their go-to-market relationship by making their joint solutions “easier to buy, deploy, and evolve.” That includes the Unified Experience from Genesys and ServiceNow offering, which consolidates CCaaS and CRM on one platform.
Lastly, that platform will become available within ServiceNow IT Service Management (ITSM). That move is especially notable, given how the ITSM and customer service spaces are converging.
Partly, that’s because IT and support teams have a shared aim: solving tickets. Yet, as IT leads more contact center procurement, deployment, and management projects, thanks to the impact of AI, Genesys makes its technology more accessible to a critical type of user.
Despite these additional benefits, Olivier Jouve, Chief Product Officer of Genesys, continued to reaffirm the benefits of Agent2Agent (A2A) orchestration.
“Our partnership with ServiceNow is accelerating the path to universal agentic orchestration, where autonomous agents power always-on business,” he added.
By breaking down silos and scaling intelligent automation, we’re helping organizations achieve both greater efficiency and deeper human connection.
“Together, we’re making the future of customer experience not only more effective and intelligent, but truly customer-first.”
The new collaboration comes as ServiceNow made a $750MN investment in Genesys, little more than a month ago. Salesforce also gave the same amount.
While both CRM giants have pledged to keep innovating with other CCaaS leaders, the investment is seemingly a nod of approval for Genesys’s go-forward strategy, which centers on pulling the contact center into the broader enterprise.
Genesys ‘Agentifies’ Its Virtual Agent & Copilot Solutions
As noted, Genesys has boosted its Virtual Agent with agentic AI. That means it can reason, adapt, and solve customer queries independently, within defined guardrails.
Additionally, it can communicate with other AI agents. Yet, these don’t have to be ServiceNow agents. Indeed, the CCaaS leader has ensured native support Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP).
As such, enterprises can build AI agents in various other enterprise solutions and have them connect with the Genesys Virtual Agent.
From there, the Virtual Agent can trigger these agents, have them perform a task in adjacent systems, and communicate back when completed. Again, this enables the contact center to automate more resolution flows.
However, it’s not only the Virtual Agent that can communicate with other AI agents, the Genesys Copilot can, too, as it now also features agentic AI.
As a result, reps can ask the Copilot to automate specific tasks within another system, and it’ll work with AI agents in that solution to perform them. That means less alt-tabbing and more focusing on the customer.
“CX may start in the contact center, but it doesn’t end there; it spans every touchpoint across the enterprise,” added Jouve.
The latest Genesys Cloud innovations reflect our commitment to delivering responsible agentic AI built to meet complex enterprise requirements.
He concluded: “As organizations work to unify fragmented workflows, Genesys is providing a foundation where intelligent agents, automation, and real-time data come together securely to drive faster resolutions, deeper personalization, and operational efficiency throughout the business.”
Genesys has also improved its Copilot by offering access to new performance metrics, so customers can better track rep activity, trends in what reps are asking the Copilot, and more.
Meanwhile, the Virtual Agent has also received an upgrade, so it interacts in more than ten languages, includes a real-time performance dashboard, and features enhanced natural language processing (NLP). The latter enables brands to better capture key customer details, like phone numbers and license numbers.
The New Orchestration Tools & Program
Genesys Cloud Work Automation helps plot resolution paths across the organization as cases get passed between departments.
Even as more of those steps become automated, case management is critical along each step to keep work on track.
Recognizing this, Genesys has expanded its Work Automation solution to monitor a case’s progress as it shifts between departments.
Moreover, the solution can now trigger coordinated actions between departments in case of a delay.
Yet, the onus isn’t completely on the contact center. The new Genesys Cloud Associate helps external employees contribute to solving cases and track progress.
“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,” said Jouve. “Autonomous and human agents simply get work done moving across departments, systems, and even companies with ease.
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.
However, Genesys isn’t leaving its customers on their own to figure this out. Indeed, it has also launched a new Genesys Orchestrators program to equip service leaders with new knowledge, resources, certifications, and networking opportunities to advance with agentic AI and orchestration.
Genesys Surges Ahead in CCaaS Revenues
The announcements above are the culmination of a strategy Genesys has long held to help its customers orchestrate customer service experiences and apply AI.
That vision, alongside its reputation for close customer support, has helped Genesys sustain its leadership in the CCaaS space over recent decades.
Earlier this year, it became the first tech provider to announce over $2BN in annual recurring CCaaS revenue. Now, that figure stands at $2.2BN, with Genesys Cloud earnings up 35 percent year-over-year (YoY).
While much of that growth stems from its bumper on-premise base, the figure is well above that recorded by most of its market rivals.
It’s also boosted by two megadeals worth $45MN+ in total contract value (TCV). Both were in the financial services sector.
“The pace of change in business is undeniable, but what inspires me is how our customers are embracing it,” summarized Tony Bates, Chairman & CEO of Genesys.
“They see Genesys as the partner that can unify every experience across the enterprise, turning complexity into clarity, which is reinforced by our continued momentum.”
