Genesys Expands Agentic AI Ecosystem Across AWS, Salesforce, and ServiceNow

Genesys is expanding its agentic AI ecosystem across various platforms, including AWS, Salesforce, and ServiceNow. The goal is to enable seamless communication between multiple AI agents, enterprise applications, and business workflows without losing context or control.

The company is building around standards such as Model Context Protocol (MCP) and Agent2Agent (A2A) to connect these components. MCP provides a standardized way for AI systems to access external tools, applications, and data, while A2A enables different AI agents to communicate and coordinate tasks.

Genesys is also partnering with Adobe to combine digital experience events with Genesys Cloud interaction data, providing real-time bidirectional data exchange between Adobe CX Enterprise and Genesys Cloud. This integration can bring together signals from a customer's digital behavior with information generated during voice, messaging, or service interactions.

The partnerships extend Genesys' push to position Genesys Cloud as an orchestration layer that connects customer-facing AI agents with enterprise systems and specialized agents working behind them.