Genesys launches agentic orchestration stack for enterprise CX

Genesys has launched a four-layer agentic orchestration stack designed to automate end-to-end customer experiences. Introduced at the Xperience event, the architecture aims to close the context gap in enterprise AI through components such as Genesys Cloud Navigator, Orchestrator, Contextual Intelligence, and an AI Control Plane.

CEO Tony Bates described the shift toward agentic orchestration as a major generational change in customer experience. The company reported significant performance metrics, including 90% containment rates and up to 35% gains in agent productivity. Genesys also highlighted partnerships with ServiceNow, Sierra, ElevenLabs, and Deepgram to expand its ecosystem.

Separately, Newgen Software has been recognized in Forrester’s ‘The Content Platforms Landscape, Q3 2026’ report. The report identifies Newgen as a vendor providing automation, governance, and collaborative capabilities across North America, EMEA, and APAC. Newgen offers multiple deployment models, including hosted/private SaaS, multitenant SaaS, and on-premises solutions, focusing on industries such as financial services, healthcare, and the public sector.