AllCloud is positioning itself as an enterprise migration partner that moves organizations off legacy contact-center platforms such as Avaya, Cisco, and Genesys onto Amazon Connect and Salesforce Serv…
Genesys introduced four agentic orchestration products—Navigator, Orchestrator, Contextual Intelligence, and an AI Control Plane—at Xperience 2026, aiming to unify customer service automation. The com…
Five enterprise vendors—Broadcom, Citrix, CrowdStrike, ServiceNow, and Genesys—independently shipped nearly identical three-layer AI agent infrastructure stacks between late August and early September…
Genesys CEO Tony Bates is positioning the company to orchestrate agentic AI beyond the contact center, competing with Salesforce and NICE in shaping the customer journey. The platform aims to lead in …
Genesys CEO Tony Bates argues that AI will automate tasks but not replace jobs, citing Asana's Anatomy of Work Index showing knowledge workers spend 60% of time on 'work about work' and Genesys' State…
Genesys CEO Tony Bates says AI is redistributing work rather than replacing jobs, based on the company's global survey finding that nearly 9 in 10 customer experience leaders expect service roles to c…
Databricks is enabling higher education institutions to scale limited advisory resources by deploying AI-powered call center analysis on its unified data platform, using OpenAI Whisper for transcripti…
Genesys acquired Pinkfish on June 30, 2026, gaining a 25,000-tool MCP ecosystem and 500-plus integrations to enable autonomous multi-step task execution by virtual agents in its contact-center platfor…
Scaled Cognition raised $100 million in a Series A round led by Khosla Ventures on June 25, 2026, valuing the company at $750 million. The startup is commercializing its Agentic Pretrained Transformer…
AI systems are increasingly being used to detect human emotions in workplaces, call centers, and companion apps, but current models often fail to capture nuanced, contextual emotional states. Research…