Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced an expanded strategic partnership with ServiceNow®. Together, they will deliver new Agent2Agent (A2A) orchestration, enabling customers to self-serve across the enterprise by making it possible for AI agents to autonomously collaborate on interactions and tasks, fueling greater operational efficiency and consumer loyalty.
As agentic AI redefines the customer experience (CX) landscape, organizations that connect their engagement, data, workflow and operations platforms will unlock its full potential. Through enhancements to the existing solution, Unified Experience from Genesys and ServiceNow, the companies are merging siloed CCaaS, CRM and service operations into a single agentic AI-powered experience. The deepened relationship will enable AI agents to work together within enterprise-defined guardrails across the Genesys Cloud™ platform and ServiceNow Customer Relationship Management (CRM).
“As a technology and services provider, we rely on multiple systems, including ServiceNow and Genesys, to power enterprise experience management. This partnership creates opportunities to boost our operational productivity, strengthen employee engagement and elevate customer experiences,” said Gavin Howell, director of operational delivery, Computacenter. “By unifying systems with AI orchestration, Genesys and ServiceNow simplify complexity and help to empower our teams. With new interoperability to coordinate workflows seamlessly across every touchpoint, it will be possible to unlock greater efficiency and value for our customers and our business.”
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To help organizations gain greater interoperability and scale autonomous CX across the front and back office, the two companies have tightly integrated Genesys Cloud AI and the ServiceNow AI Platform for high-throughput orchestration capabilities featuring shared context, synchronized workflows and intelligent routing. Genesys and ServiceNow are also making it easier and more flexible for businesses to adopt AI through a unified service model and new capabilities for AI agents, including conversational voice experiences expected later this year.
This will come to life in real-world scenarios. For example, when a customer calls about a sudden spike in their bill, the Genesys Cloud Virtual Agent will quickly authenticate them and pinpoint the issue — all while collaborating with the ServiceNow AI Agent Fabric for bill retrieval, charge explanations and promotion checks. Through this coordinated system-to-system workflow, the AI agents will then surface personalized offers, such as a rebate or monthly credit, and enroll the customer instantly. In one seamless, autonomous interaction, the customer will leave with clarity, savings and a smoother overall experience, helping the organization drive loyalty.
Alongside co-innovation, the new agreement between Genesys and ServiceNow includes a closer go-to-market relationship and a joint commitment to making experience solutions easier to buy, deploy and evolve.
SOURCE: Genesys
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