Latest News & Updates on Genesys Cloud Services, Inc

OutboundIQ's Ryan Shatzkamer released genesys-mcp, an open-source tool enabling Genesys Cloud administrators to create call flows using plain English. The tool integrates with AI assistants like Clau...de and ChatGPT, ensuring human approval before publishing. It supports OAuth 2.1 and deploys via a browser setup wizard, enhancing Genesys Cloud's call flow automation capabilities.
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Genesys has expanded its strategic collaboration with AWS to enhance agentic AI capabilities in its Genesys Cloud platform. This integration includes Amazon Bedrock for advanced AI services and spans... 22 AWS regions, supporting over 7,000 organizations. The partnership aims to simplify procurement and accelerate the transition to autonomous customer engagement using AWS's infrastructure.
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Genesys introduces Genesys Cloud Copilot, an AI assistant designed for supervisors, admins, and analysts. This tool integrates AI agents to streamline tasks, enhance operational efficiency, and provi...de real-time interaction assistance. Available in 10 languages, it offers a conversational interface for task management and guidance, improving workflow efficiency and reducing manual effort.
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Genesys Cloud has introduced new AI orchestration features aimed at enhancing governance. These updates are designed to improve the management and control of AI-driven customer experiences, ensuring ...compliance and efficiency.
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Genesys Cloud introduces new Workforce Engagement Management (WEM) tools designed to enhance compliance and cost control. These tools offer flexibility and are aimed at improving customer experience ...management through advanced AI capabilities.
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Genesys Cloud has introduced Case Management within its Work Automation platform to streamline customer service processes. This feature connects customer interactions with the necessary workflows to ...resolve issues, ensuring tasks are visible and coordinated across departments. By leveraging AI, the platform automates routine steps, prioritizes tasks, and enhances visibility, leading to faster resolutions and improved customer experiences.
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Genesys will launch its AI customer experience platform on the AWS European Sovereign Cloud by mid-2026, ensuring EU-only data residency. This move allows organizations to modernize customer and empl...oyee experiences with AI while adhering to strict EU data sovereignty and governance requirements. The platform aligns with European compliance frameworks, aiding sectors like government and healthcare in adopting cloud and AI technologies.
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Genesys is launching its AI customer experience platform on the AWS European Sovereign Cloud, targeting organizations with strict data sovereignty needs in the EU. This move, expected between May and... July 2026, will enable EU-based data residency and compliance with regulations like GDPR. The platform aims to support sectors like government and healthcare in modernizing their operations while maintaining data control and security.
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Genesys will offer its AI-Powered Experience Orchestration services on the AWS European Sovereign Cloud, enhancing data sovereignty and compliance for European organizations. This expansion supports ...regulated sectors like government and healthcare, ensuring data remains within the EU while enabling AI-driven innovation.
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Genesys has launched the industry's first Agentic Virtual Agent powered by Large Action Models (LAMs) for enterprise customer experience (CX). This innovation enables autonomous resolution of custome...r requests, enhancing operational efficiency and customer engagement. The Genesys Cloud Agentic Virtual Agent integrates with enterprise systems, offering governance and explainability, and is expected to be available globally in early 2027.
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Genesys has launched the Genesys Cloud Agentic Virtual Agent, the first in the CX industry built on Large Action Models (LAMs). This innovation aims to improve customer experience by executing comple...x, multi-step tasks across enterprise systems, enhancing efficiency and empathy. The Agentic Virtual Agent integrates Scaled Cognition's APT-1 model, emphasizing deterministic execution, policy enforcement, and omnichannel orchestration, setting it apart from traditional LLM-based systems.
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Konami has introduced a new format for the Yu-Gi-Oh! Trading Card Game called Genesys. This format excludes Pendulum and Link Monsters and uses a point system for deck construction, with a standard c...ap of 100 points. Konami plans to support Genesys at upcoming events and potentially expand it to Master Duel. This format aims to simplify gameplay for new players and offer fresh opportunities for casual duelists.
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Gartner released its 2025 Magic Quadrant for Contact Center as a Service (CCaaS), highlighting NiCE and Genesys as leaders. The report evaluates vendors based on platform depth, global implementation..., and customer feedback. AWS, Five9, and Talkdesk also feature as leaders, with notable mentions of their AI capabilities and market adaptability. Content Guru emerged as a challenger, showcasing significant market influence.
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Genesys and AWS have expanded their strategic collaboration to enhance AI-driven orchestration and automation. The partnership aims to accelerate innovation in agentic AI, expand the global reach of ...Genesys Cloud, and streamline procurement through AWS Marketplace. This collaboration supports over 7,000 organizations, enhancing AI-powered customer engagement and compliance readiness, especially in regulated European markets.
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Genesys and Meta have expanded their partnership to enhance AI-powered customer engagement on WhatsApp. This collaboration allows organizations using Genesys Cloud to integrate voice, messaging, and ...AI services within WhatsApp, enabling seamless transitions between messaging and voice interactions. The integration aims to improve customer experiences by providing personalized and efficient communication solutions. Over 1,000 organizations are already leveraging this combined capability, supporting 420 million messages monthly.
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Genesys and Meta have formed a partnership to enhance customer engagement through AI-powered solutions. This collaboration aims to integrate advanced AI capabilities into customer service platforms, ...leveraging Meta's technology to improve user interactions and experiences.
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Genesys has expanded its partnership with Meta to enhance customer engagement on WhatsApp through its Genesys Cloud platform. This collaboration integrates messaging, voice, and AI, allowing seamless... transitions between communication modes without leaving WhatsApp. The unified platform aims to improve customer experience, operational efficiency, and engagement for over 1,000 organizations globally, supporting 420 million messages monthly.
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Genesys has partnered with Meta to enhance customer engagement on WhatsApp through Genesys Cloud. This integration allows seamless transitions between messaging and voice, supported by AI, to improve... customer interactions. The solution, now available globally, supports over 1,000 organizations and manages 420 million messages monthly, offering features like outbound messaging and interactive tools.
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Genesys and Salesforce's integration of CX Cloud has demonstrated a 266% ROI, highlighting the economic and operational benefits of a unified customer experience platform. This partnership enables or...ganizations to leverage agentic AI, enhancing agent productivity and customer satisfaction. The collaboration prepares businesses for future AI-driven customer engagement by simplifying systems and fostering an ecosystem-centric approach.
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TGI Solar Power Group Inc. and Genesys Info X have formed a strategic partnership to launch FUSED88.com, an AI and ASI-driven management platform. Genesys Info X will handle technical development, wh...ile TGI Solar leads business operations. The platform offers comprehensive enterprise features and is currently in beta testing.
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Genesys and ServiceNow have expanded their strategic partnership to enhance customer and employee experiences through AI-powered solutions. The collaboration introduces Agent2Agent orchestration, ena...bling AI agents to autonomously manage tasks across platforms. This partnership integrates Genesys Cloud AI with ServiceNow's AI Platform, offering synchronized workflows and intelligent routing. The unified service model aims to simplify AI adoption and improve operational efficiency, with new capabilities expected by early 2026.
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Genesys has acquired Pinkfish to enhance its AI-powered customer experience platform, Genesys Cloud. The acquisition aims to integrate Pinkfish's advanced workflow automation and agentic orchestratio...n capabilities, enabling organizations to bridge customer engagement with enterprise execution. This move will help Genesys customers achieve more autonomous and outcome-driven customer experiences by connecting customer intent to business actions across various enterprise systems.
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Genesys reported a record fourth quarter for fiscal year 2026, with nearly $2.6 billion in annual recurring revenue and total revenue nearing $3 billion. The growth was driven by strong adoption of A...I-powered solutions, with over 70% of customers using Genesys Cloud AI. The company closed more than 50 seven-figure ACV deals, highlighting the increasing role of AI in digital transformation.
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Genesys announced the retirement of Chief Product Officer Olivier Jouve, who will join the Board of Managers. Glenn Nethercutt is promoted to Executive Vice President and CTO, while Mike Szilagyi bec...omes General Manager, SVP, Head of Product. These changes are part of a planned leadership transition to advance Genesys' AI strategy.
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Genesys has been recognized in G2's 2026 Best Software Awards for its Agentic AI and Customer Service products. This accolade underscores Genesys's impact in delivering AI-powered experiences through... its Genesys Cloud platform, enhancing customer and employee interactions globally.
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Genesys has been recognized as one of Glassdoor's Best-Led Companies of 2025, highlighting its strong leadership and commitment to a workplace culture of trust, collaboration, and transparency. This ...accolade is based on employee feedback regarding CEO approval, senior management ratings, and overall leadership sentiment.
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