Genesys on CX Today
232 stories · 46 in 2026 · 13 in the last 90 days · 12 sponsored
CX Today coverage mentioning Genesys, newest first. Sponsored work is identified clearly on each story.
WEM Is Entering the Era of Human-AI Workforce Orchestration
From Wipro’s 20,000 employee workforce redesign to Microsoft’s new WEM tools, AI is reshaping how businesses manage their capacity.
Francesca Roche · 3 min read · 11 Sept 2026
Contact Center Weekly Roundup: Zendesk Targets Language Barriers as AI Control Wars Heat Up
This week’s contact center news includes Zendesk voice translation, Genesys AI orchestration, RingCentral’s Mets deal, and Verint research
Rhys Fisher · 5 min read · 10 Sept 2026
Genesys Unveils AI Control Plane and Agentic Orchestration Stack at Xperience 2026
Genesys launches its AI Control Plane, Navigator, and Orchestrator to connect AI agents, customer data, and service workflows
Rhys Fisher · 4 min read · 3 Sept 2026
Genesys: AI Alone Won’t Fix Broken CX
Genesys’ 2026 State of CX report shows why agentic orchestration, data, cloud, and human agents will define AI-powered CX.
Rob Wilkinson · 7 min read · 1 Sept 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 9 min read · 20 Aug 2026
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Genesys is putting AI governance, transparency, and cloud resilience at the heart of its agentic AI strategy for contact centers.
Rhys Fisher · 4 min read · 11 Aug 2026
Genesys Cloud CX: The New Test for Enterprise Contact Centers
Genesys Cloud CX analysis: how AI-powered experience orchestration is reshaping large enterprise contact centers and CX operations.
Alex Cole · 10 min read · 20 Jul 2026
Big CX News from Gartner, Genesys, Sprinklr & IBM
The latest news and insights from the biggest vendors in the CX space, including: Gartner, Genesys, Sprinklr & IBM
Rhys Fisher · 4 min read · 17 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 3 min read · 14 Jul 2026
Most CX Leaders Are Still Buying for the Last AI Cycle
Salesforce, HubSpot, Genesys, and Microsoft show how CX AI is shifting toward orchestration, governance, and operational execution.
Rob Wilkinson · 5 min read · 7 Jul 2026
Big CX News from Salesforce, HubSpot, Genesys & Microsoft
Big CX News: The latest news and insights from the biggest CX brands, including Salesforce, HubSpot, Genesys & Microsoft
Rhys Fisher · 4 min read · 3 Jul 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 10 min read · 1 Jul 2026
Genesys Acquires Pinkfish to Close the Contact Center Automation Gap
Genesys has acquired agentic orchestration firm Pinkfish, aiming to help contact centers move from customer conversation to enterprise action
Rhys Fisher · 3 min read · 30 Jun 2026
What to Look for When Purchasing Contact Center Software: The 2026 Buyer's Guide
Evaluating contact center software in 2026? This buyer's guide covers the seven criteria that matter most, including key AI capabilities.
Sean Nolan · 26 min read · 24 Jun 2026
How to Design Contact Center Workflows That Solve Customer Issues in One Interaction
mprove first contact resolution with better workflow design, smarter routing, agent decision rights, data access, and fewer escalations.
Alex Cole · 9 min read · 17 Jun 2026
Your Customer Insights Aren’t Wrong — They’re Just Arriving Too Late to Matter
Real-time customer analytics cuts CX data latency so teams can intervene during interactions, not after churn, complaints and recontact spike.
Alex Cole · 6 min read · 5 Jun 2026
WEM Platforms Are Building the AI That Could Make Them Obsolete
WEM vendors are selling the AI that shrinks their own revenue. The per-seat model has a problem it can't ignore.
Thomas Walker · 5 min read · 1 Jun 2026
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.
Rob Wilkinson · 4 min read · 20 May 2026
AI Is Leaving the Contact Center - Is Anyone Ready for What Comes Next?
AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations.
Thomas Walker · 5 min read · 14 May 2026
Your WEM Platform Isn’t Fixing Performance - It’s Just Documenting the Decline in Detail
More KPIs won’t save your contact center. Learn why WEM often becomes passive reporting and how to make it drive real change.
Thomas Walker · 6 min read · 6 May 2026
Genesys Brings Voice to WhatsApp to Fix Channel-Switching
Genesys and Meta have deepened their WhatsApp partnership, unifying voice, messaging, and AI in one platform.
Rhys Fisher · 5 min read · 6 May 2026
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys Cloud Copilot and Microsoft Dynamics 365 CX agents launched the same day. We compare features, scope, and whether the timing was cheeky.
Rob Wilkinson · 5 min read · 28 Apr 2026
How to Design a Modern Customer Analytics Stack That Drives Action
Real talk: you can spend a fortune on dashboards, pipelines, and “real-time” everything… and still have a CX org that reacts slowly, argues about the numbers...
Alex Cole · 8 min read · 21 Apr 2026
Avaya's 200-Seat Rule Accelerated the Migration Race. Who's Ahead?
Avaya and Mitel customers are shopping around. Genesys, Cisco, NICE, RingCentral, and 8x8 are competing for the same displaced customer base
Rhys Fisher · 5 min read · 15 Apr 2026
Are Your Contact Center Metrics Hiding True Costs?
AHT and FCR can hide repeat contact and rework. Learn cost-per-resolution, CX cost analytics, and profitability KPIs for modern contact centers.
Alex Cole · 9 min read · 10 Apr 2026
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 11 min read · 3 Apr 2026
Why Salesforce's Agentforce Contact Center Won't End the CCaaS-CRM Battle
Salesforce is pushing hard into the contact center with Agentforce, but experts say the CCaaS-CRM convergence battle is far from over.
Rhys Fisher · 8 min read · 2 Apr 2026
Which Customer Journey Orchestration Use Cases Cut Costs Fastest? Real Examples Driving ROI in 2026
Customer journey orchestration examples show how Adobe, Salesforce, Microsoft, Pega, and Genesys drive ROI with real-time engagement.
Sophie Wilson · 6 min read · 31 Mar 2026
Agentforce Contact Center and the New Battle Line: Where Should CX Live?
Salesforce Agentforce Contact Center splits analysts and vendors. Here’s what CRM-native CCaaS means for CX leaders weighing consolidation vs flexibility.
Rob Wilkinson · 6 min read · 30 Mar 2026
Big CX News from Salesforce, Vonage, ServiceNow, Oracle & Genesys
The latest CX News stories from the biggest vendors in the space, including Salesforce, Vonage, ServiceNow, Oracle & Genesys
Rhys Fisher · 4 min read · 27 Mar 2026
What Are The Biggest Customer Engagement Trends 2026 Buyers Can’t Ignore If They Want Happier Customers?
Customer engagement trends 2026 highlight AI, orchestration, and real-time personalization as key to delivering faster, smarter CX.
Sophie Wilson · 6 min read · 26 Mar 2026
Is Your Customer Journey Broken? The Enterprise Buyer’s Guide to Customer Journey Orchestration Platforms (2026)
Learn how customer journey orchestration connects channels, data, and decisioning to deliver real-time CX.
Sophie Wilson · 11 min read · 26 Mar 2026
AI Now Drives 20% of Genesys's New Business
Genesys reports record Q4 FY2026 results with $2.6B Cloud ARR and 35% YoY growth — but as a private company, not every number makes the cut.
Rhys Fisher · 3 min read · 26 Mar 2026
Pay Is Only the Start: Closing the Gender Gap in CX Through Pay Equity, Sponsorship, and Access
Pay gaps in CX are visible, but access and sponsorship drive real outcomes. Industry data shows why informal systems now pose an operational risk.
Rob Wilkinson · 5 min read · 6 Mar 2026
CX Dominates G2's Agentic AI List, Makes up 6 of Top 10
G2’s 2026 Agentic AI rankings highlight Fin by Intercom, Zendesk, and Genesys Cloud CX, pointing to early agent adoption in customer support.
Rob Wilkinson · 4 min read · 27 Feb 2026
Contact Center Platform Reviews: CCaaS and AI Maturity Assessed for Real Buyers
Contact center platform reviews comparing CCaaS vendors on AI maturity, cloud readiness, compliance, and agent experience.
Alex Cole · 5 min read · 15 Feb 2026
Genesys vs NICE vs Five9: Which CCaaS Platform Is Right for Enterprise Cloud and AI Strategy?
Genesys, NICE, or Five9? Compare control, compliance, AI, and speed to choose the CCaaS platform that fits your enterprise reality.
Alex Cole · 5 min read · 15 Feb 2026
Which CX Platforms Actually Protect Your Data? Security, Privacy & Compliance Compared
We compare how five leading CX vendors handle security, compliance, encryption, access control, and privacy
Thomas Walker · 6 min read · 14 Feb 2026
Genesys Launches Agentic Virtual Agent For Self-Service Conversations and Resolutions
Genesys introduces LAM-powered Agentic Virtual Agent in Genesys Cloud, delivering reliable, controlled, end-to-end self-service resolution.
Francesca Roche · 4 min read · 11 Feb 2026
Enterprise Connect 2026: Why Vegas is the CX Decision-Maker's Must-Attend Event
Enterprise Connect 2026 brings 80+ CX vendors to Las Vegas March 10-12. From AI ROI proof to agent burnout solutions, discover why this is the decision point for customer experience leaders.
Rob Scott · 3 min read · 9 Feb 2026
From Fragmentation to 90% SLAs In Aterian’s Genesys Contact Center Migration
Aterian’s legacy contact center migration to Genesys unified its CX channels, cut handle times by 25%, and lifted SLAs above 90%.
Nicole Willing · 10 min read · 16 Jan 2026
Why Shared Customer Memory is the Number One Thing You Should Demand from Cross-Channel Vendors
Looking for the best cross-channel vendors to support your AI and automation strategy? Here's why shared customer memory matters.
Rebekah Carter · 12 min read · 16 Jan 2026
Unified Journey Orchestration vs Marketing Automation: The Difference Most CX Leaders Learn Too Late
Understanding their key differences, and getting to grips with what you need to optimize CX most effectively.
Rebekah Carter · 11 min read · 11 Jan 2026
Agentic AI Architecture Will Decide Which CX Strategies Actually Scale
Want your AI agent strategy to actually pay off next year? Start with designing the right agentic AI architecture for your team.
Rebekah Carter · 13 min read · 2 Jan 2026
Autonomous Agents in CX Must Balance Automation with Brand Safety Before Strategies Scale
Almost every contact center already uses AI to automate routine tasks like password resets and order status checks. But now we’re entering a new era, one def...
Rebekah Carter · 19 min read · 2 Jan 2026
Leverage Event Driven Orchestration in Finance Before Trust Slips Further
Learn how event-driven orchestration in finance cx integrates data and AI to provide instant issue resolution for customers.
Rebekah Carter · 10 min read · 1 Jan 2026
The AI Transparency Crisis Putting CX, Compliance, and Trust at Risk
AI transparency is essential for regulated CX. Learn how audit-ready AI and explainability help teams prevent risk and build trust.
Rebekah Carter · 13 min read · 30 Dec 2025
Buyer Attention Waning? Marketing Fatigue Is Killing Your Funnel
Marketing fatigue is killing your funnel. Here's how you can really keep buyer attention, and avoid churn in a noisy world.
Rebekah Carter · 13 min read · 26 Dec 2025
The Smart Automation Moves Powering Support Cost Reduction Without Breaking CX
How smart contact center automation drives support cost reduction through AI containment, self-service, routing, and workforce optimisation.
Rebekah Carter · 10 min read · 15 Dec 2025
AI Hallucinations Start With Dirty Data: Governing Knowledge for RAG Agents
Learn how AI hallucination can undermine brand trust and the critical role of accurate knowledge bases in AI performance.
Rebekah Carter · 13 min read · 23 Nov 2025
AI Agents For Customer Support: Trends, Predictions & Providers
AI agents have become a topical focus during CX discussions. Now, with their popularity soaring across industries, one might wonder what's next for agentic A...
Francesca Roche · 8 min read · 10 Nov 2025
AI & Automation in CX: The Ultimate Enterprise Guide to CX Automation, AI Tools, and Platforms
Learn how AI automation, CX platforms, and AI tools transform customer experience. Explore strategies, use cases, ROI, and vendor selection.
Thomas Walker · 14 min read · 5 Nov 2025
Trust in AI: How Customer Confidence Defines the Future of CX Automation
Trust in AI for customer experience starts with confidence. Learn how transparency, fairness, and human oversight build safe CX automation.
Rebekah Carter · 10 min read · 31 Oct 2025
Explainer: What Workforce Engagement Management Is
Workforce engagement management is an approach to using software, tools, and strategies to improve employee engagement, satisfaction, and performance. But it...
Rebekah Carter · 14 min read · 3 Oct 2025
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
So far, the momentum is largely in the hands of a small group of dominant vendors: Genesys, NICE, AWS, Five9, and Talkdesk
Daniel Flatt · 4 min read · 30 Sept 2025
The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways
The contact center technology market is crowded, with more players from a CRM, UCaaS, and even CPaaS heritage sensing an opportunity to win business in the s...
Chris Porter · 7 min read · 22 Sept 2025The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk
From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week’s most popular news stories. Zoomt...
Charlie Mitchell · 3 min read · 19 Sept 2025
Genesys Scoops Its Second-Largest CCaaS Win Ever
Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank. The CCaaS stalwart disclosed few additional details about the deal ...
Francesca Roche · 3 min read · 18 Sept 2025
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
Over the past year, Genesys and Zoom have launched tight integrations with ServiceNow Customer Service Management (CSM), the widely utilized customer support...
Charlie Mitchell · 6 min read · 15 Sept 2025The Latest BIG News from Salesforce, Genesys, ServiceNow, & RingCentral
From prominent customer experience providers entering new markets to more agentic AI advancements, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 3 min read · 12 Sept 2025