Genesys Cloud CX with Agentic AI

About

Genesys is a leading Contact Center as a Service (CCaaS) platform with embedded agentic AI capabilities. In 2025, Genesys announced agentic AI enhancements to its Virtual Agent, enabling autonomous reasoning and decision-making. The platform provides omnichannel support across voice, chat, email, and SMS with AI Studio for no-code agent design and predictive routing. Recognized as a Leader in IDC MarketScape 2025 for conversational AI.

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