Genesys announces new and expanded partnerships with Adobe, AWS, Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow, and Sierra. Through Genesys Cloud, organizations should be able to orchestrate AI agents, employees, and workflows while keeping existing enterprise technology seamlessly connected.
Genesys explicitly positions Genesys Cloud as an orchestration layer for customer experience. The platform is designed to bring together AI agents, strategic platforms, and customer interactions with real-time intelligence, open connectivity, and governance.
The expansion affects multiple layers simultaneously. Adobe and Genesys will combine events from Adobe CX Enterprise with interaction data from Genesys Cloud in both directions. For multi-agent orchestration, Genesys is focusing on Agent2Agent (A2A) interoperability with Salesforce Agentforce and ServiceNow, enabling AI agents to communicate and transfer work while preserving context.
New options are also being added in the area of speech. Deepgram provides conversational speech understanding, and ElevenLabs offers text-to-speech for Genesys’ Agentic Virtual Agents. In addition, users can deploy agents from Sierra and ElevenAgents alongside their own virtual agents. The partnership with AWS expands access to foundation models and cloud infrastructure, while a deepened collaboration with Meta further integrates WhatsApp functionality.
Building on Pinkfish
The announcement builds on the recent acquisition of Pinkfish. That deal aims to link customer intent to enterprise workflows, with access to over 500 integrations and 25,000 MCP tools.
“To realize the full potential of AI, organizations need the freedom to innovate across technologies without sacrificing the continuity of the customer experience,” says Glenn Nethercutt, CTO at Genesys.
The capabilities with AWS, Deepgram, Meta, Salesforce, ServiceNow, and Sierra are now available. ElevenLabs is expected to follow in the third quarter of the current fiscal year, while Adobe will not be available until the first quarter of the next fiscal year.
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