Genesys has announced an expanded partnership with ServiceNow at its Xperience 2025 event.
The event also set the stage for the release of new agentic AI capabilities, journey orchestration tools, and a program to help establish, connect, and automate end-to-end resolution flows.
Yet, the ServiceNow partnership is the headline-clincher, with those end-to-end resolution flows also a key part of the announcement.
Indeed, the two vendors pledged to deliver Agent2Agent (A2A) orchestration. That means brands can build AI agents that flit between the Genesys Cloud platform and ServiceNow Unified CRM, within defined guardrails.
For instance, the newly ‘agentified’ Genesys Virtual Agent may interact with AI agents on the ServiceNow AI Platform to mechanize resolution flows that cross the middle and back offices. That could allow the contact center to automate more complex customer queries.
To further aid mutual customers in extending the scope of contact automation, Genesys and ServiceNow also pledged to provide mutual customers with a unified service model.
“Agentic AI is only as powerful as the ecosystem it can operate within,” said John Ball, EVP and GM, CRM and Industry Workflows of ServiceNow.
“Our expanded partnership with Genesys brings voice together with AI, data, and workflows, enabling organizations to deliver end-to-end resolution of customer requests with much greater efficiency and intelligence,” he continued.
Together, we’re not just transforming customer support; we’re setting a new standard for how enterprises automate at scale with agentic AI to deliver great customer experiences.
With this goal to transform customer support, Genesys and ServiceNow also aim to deliver new capabilities to boost conversational voice experiences before the end of the year.
Moreover, the vendors have made a shared commitment to boost their go-to-market relationship by making their joint solutions “easier to buy, deploy, and evolve.” That includes the Unified Experience from Genesys and ServiceNow offering, which consolidates CCaaS and CRM on one platform.
Lastly, that platform will become available within ServiceNow IT Service Management (ITSM). That move is especially notable, given how the ITSM and customer service spaces are converging.
Partly, that’s because IT and support teams have a shared aim: solving tickets. Yet, as IT leads more contact center procurement, deployment, and management projects, thanks to the impact of AI, Genesys makes its technology more accessible to a critical type of user.
Despite these additional benefits, Olivier Jouve, Chief Product Officer of Genesys, continued to reaffirm the benefits of Agent2Agent (A2A) orchestration.
“Our partnership with ServiceNow is accelerating the path to universal agentic orchestration, where autonomous agents power always-on business,” he added.
By breaking down silos and scaling intelligent automation, we’re helping organizations achieve both greater efficiency and deeper human connection.
“Together, we’re making the future of customer experience not only more effective and intelligent, but truly customer-first.”
The new collaboration comes as ServiceNow made a $750MN investment in Genesys, little more than a month ago. Salesforce also gave the same amount.
While both CRM giants have pledged to keep innovating with other CCaaS leaders, the investment is seemingly a nod of approval for Genesys’s go-forward strategy, which centers on pulling the contact center into the broader enterprise.
Genesys ‘Agentifies’ Its Virtual Agent & Copilot Solutions
As noted, Genesys has boosted its Virtual Agent with agentic AI. That means it can reason, adapt, and solve customer queries independently, within defined guardrails.
Additionally, it can communicate with other AI agents. Yet, these don’t have to be ServiceNow agents. Indeed, the CCaaS leader has ensured native support Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP).
As such, enterprises can build AI agents in various other enterprise solutions and have them connect with the Genesys Virtual Agent.
From there, the Virtual Agent can trigger these agents, have them perform a task in adjacent systems, and communicate back when completed. Again, this enables the contact center to automate more resolution flows.
However, it’s not only the Virtual Agent that can communicate with other AI agents, the Genesys Copilot can, too, as it now also features agentic AI.