Browsing: Orchestration

CEO Tony Bates had a clear message to Genesys customers at Xperience: level up, orchestrate, and lead CX AI transformation with new business models, expectations, and outcomes.

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Artificial intelligence now touches nearly every customer service operation, yet most deployments still stop at a single chatbot or an assist panel beside a human agent. The harder work — coordinating data, systems and people to resolve a request from beginning to end — remains largely undone, and it is fast becoming the dividing line…

We observe an increasing shift in AI for workflow orchestration tools. With 36% of organizations now prioritizing AI-assisted workflow creation, orchestration is moving from static scheduling to dynamic, agentic reasoning. 1

CX and contact center vendor Genesys introduced several agentic orchestration capabilities on Wednesday: Cloud Navigator, Cloud Orchestrator, Contextual Intelligence (CI) and The AI Control Plane (AICP). Additionally, Genesys updated its Agentic Virtual Agent (AVA) with access to the latest Scaled Cognition APT-2 large action modeland new native voice capabilities from ElevenLabs and Deepgram.

Enables IT leaders and business process owners to scale intelligent automation, reduce compliance and security risk, boost efficiency and consistency, and enhance customer experience

Enterprises are deploying AI agents, voice AI, and automation across messaging, voice, and digital channels faster than the architecture meant to support it. Most of that deployment has involved attaching conversational AI to legacy systems never built for it, says Gaurav Anand, global head of the Customer Interaction Suite at Tata Communications.

LAS VEGAS — April 20, 2026 — Today, at Adobe Summit—the flagship customer experience conference—Adobe (Nasdaq:ADBE), the global technology leader that unleashes creativity, productivity and customer experiences through innovative tools and platforms, unveiled Adobe CX Enterprise, a new end-to-end agentic AI system that will simplify how businesses manage their entire customer lifecycle, from acquiring and…