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Genesys broadens ecosystem for trusted enterprise agentic experience orchestration. September 4, 2026 Genesys has announced new and continued collaborations with Adobe, Amazon Web Services (AWS), Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow and Sierra. These partnerships are expected to extend the Genesys Cloud Agentic Orchestration platform for customer experience. Genesys Cloud serves as the orchestration layer for customer experience. The solution brings together AI agents, strategic platforms and engagement with the real-time intelligence, open connectivity and enterprise governance needed to coordinate increasingly complex journeys. Key functional CX areas. Through the expanded Genesys ecosystem, organisations can connect the technologies that power customer experiences across key areas including: Customer intelligence. Adobe and Genesys are working together to deliver actionable customer signals via ingestion of third-party platform events into Genesys Cloud. Organisations will be able to combine Adobe digital experience events in Adobe CX Enterprise with Genesys Cloud interaction events. This will enable real-time bidirectional data integration for enhanced customer journeys across both platforms. Multi-agent orchestration. Agent2Agent (A2A) interoperability with Salesforce Agentforce and ServiceNow will enable AI agents to securely communicate, coordinate and automate work across enterprise platforms. Organisations can connect customer engagement with CRM, service operations and business workflows while maintaining shared context across every interaction. Specialised AI agents. Organisations can incorporate Sierra agents and ElevenAgents into customer journeys alongside Genesys Cloud Agentic Virtual Agents. Genesys Cloud coordinates when and how those agents participate. Helping organisations use the best resource for each task while preserving a consistent customer journey. Speech and voice AI. New integrations with Deepgram and ElevenLabs will expand specialised voice and speech technologies available for Genesys Cloud Agentic Virtual Agents. Organisations will be able to use the Deepgram voice AI platform for fast, accurate conversational speech understanding. ElevenLabs will support text to speech for natural, expressive voice experiences in Agentic Virtual Agents. At the same time maintaining Genesys Cloud governance and enterprise controls to deliver fluid interactions. AI infrastructure. Building on its collaboration with AWS, Genesys Cloud expands access to frontier AI infrastructure, foundation models and cloud services. Organisations can innovate with the AI technologies that best fit their business while scaling securely on enterprise-grade infrastructure. Customer engagement. A recently expanded collaboration with Meta deepens WhatsApp capabilities within Genesys Cloud. It is expected to enable organisations to unify messaging, voice and AI on one of the world's largest customer engagement platforms. Customers can move seamlessly between digital and voice interactions while preserving context across every conversation. "To realise the full potential of AI, organisations need the freedom to innovate across technologies without sacrificing the continuity of the customer experience," said Glenn Nethercutt, chief technology officer at Genesys. "With our growing partner ecosystem, Genesys Cloud provides a trusted platform for agentic orchestration. This gives organisations the context and control to shape how AI and people work together to deliver customer experiences at global scale." The orchestration layer for customer experience. Genesys Cloud enables organisations to unify customer engagement with the various enterprise technologies that power work behind the scenes. The company says the growing Genesys ecosystem deepens the contextual intelligence available to Genesys Cloud. It brings together signals from interactions and third-party enterprise applications and connects them with customer identity, history and business events. This richer foundation of data gives AI agents, people and enterprise systems more understanding of each customer journey to orchestrate personalised experiences in real time. Further strengthened by the recent acquisition of Pinkfish, Genesys Cloud turns this contextual intelligence into action. It securely connects AI agents with enterprise applications, data and business workflows through native integrations, open APIs and standards. This includes Model Context Protocol (MCP) and A2A. As ecosystems of AI agents expand across enterprise platforms, interoperability must be paired with governance. Genesys Cloud embeds enterprise-grade controls for visibility, accountability and human oversight. Centralised policies, permissions and guardrails define how AI operates, what actions it can take and when human oversight is required. This helps organisations scale agentic AI securely and responsibly. Enterprise Times: What this means for businesses. For businesses, the announcement is particularly relevant as enterprises balance AI adoption with regulatory expectations, data governance and pressure. In addition to improving service quality across digital and voice channels. Genesys' expanded ecosystem is expected to help enterprises modernise customer engagement without replacing every existing system. Connecting CRM, service management, messaging and AI tools through a more governed orchestration layer. This may be especially valuable for sectors such as financial services, retail, utilities and public services, where customer trust, compliance and operational resilience are central to AI deployment. By expanding its open ecosystem, Genesys is expected to help organisations orchestrate customer experiences across AI agents, people and business workflows in Genesys Cloud. At the same time, the solution continues to support the enterprise technologies they already use. Enterprise AI is shifting from isolated use cases to distributed agent networks spanning customer service, sales, IT and operations. Gartner predicts that by 2028, AI agents will consume most APIs in 80% of organisations. This is up from less than 20% in 2026. As autonomous AI agents become more widespread, organisations will need to manage added complexity and risk while keeping customer journeys connected.

Havells brings multilingual Agentic AI Voice to its connected home ecosystem, with ElevenLabs. The Agentic AI Voice feature in the Havells One app supports eight languages across multiple product categories and is live across 2.7M users. Published on: 04 Sep 2026, 2:03 am Updated on: 04 Sep 2026, 2:03 am Bengaluru, India - 4th Sep 2026 - Today, Havells has launched the Agentic AI Voice feature, a conversational interface in the Havells One app that lets users control connected appliances by speaking naturally in English and seven Indian languages. This solution is built by the Havells Center for Research & Innovation (CRI), using ElevenLabs' streaming Speech-to-Text and Text-to-Speech models as the voice interface layer, integrated with Havells' own conversational intelligence and device-control agents. The feature is live for all 2.67 million Havells One mobile app users. The feature supports Hindi, Tamil, Telugu, Bengali, Kannada, Gujarati, and Malayalam alongside English. And the journey doesn't stop here - we aim to go further, expanding support to additional Indian languages in the future. Users can speak naturally in their preferred language to the agent, and instruct it to control appliances, rooms, scenes, and coordinated actions across connected devices It covers a broad range of Havells devices including, fans, air purifiers, water purifiers, and water heaters, Lloyd air conditioners and washing machines, Crabtree smart switches and upcoming smart home products. Havells' earlier voice experience was command-driven and covered English and Hindi on selected appliances, requiring users to remember specific phrases for appliances to respond. The Agentic AI Voice feature interprets intent rather than fixed syntax, including the code-mixed speech common in Indian households. A single request such as "make the room comfortable" orchestrates the air conditioner, air purifier, fan, and lights together, and requests spanning multiple devices are executed across different connectivity protocols at once. The agent's memory retains context across turns, asks for clarification when a command is ambiguous, and can explain device error codes in plain spoken language. Havells evaluated voice AI models on recognition accuracy, multilingual support, latency, and voice synthesis. The Havells CRI team successfully moved the solution into production within approximately six weeks, with support from ElevenLabs' Forward Deployed Engineering team on voice quality and regional language pronunciation tuning. "This Agentic AI Voice capability is a breakthrough for our customers, allowing them to control and interact with their devices naturally, without having to remember commands or learn rules. Its potential is limitless and will continue to expand as new capabilities are added across our devices and services. As a daily-use AI experience, it showcases the transformative potential of AI agents, far beyond the traditional voice interfaces of the past. Consumers just need a Havells Smart device registered in their Havells One App to use this feature." Dipesh Shah, Executive President and CTO, Havells "People have always had to learn the interface of communicating: the commands, the syntax, the order they come in. That is hardest in India, where a household does not speak one language and often moves between three in a single sentence. Powered by ElevenLabs', Havells now runs seven Indian languages alongside English across an appliance range, so the person no longer has to meet the technology halfway. They say what they want to the agent, in the language they were already thinking in, and the devices respond." Karthik Rajaram, General Manager and Country Head, India, ElevenLabs Havells has outlined further expansion of the feature including wider Indian language coverage, deeper personalization for individual household members, bringing additional appliances onto the voice platform, and extending voice beyond device control into product FAQs, troubleshooting, and scheduling. About Havells. Havells India Ltd is a leading FMEG (Fast moving electrical goods) and a consumer durable company, with a presence across 60 countries. Its product range includes Industrial & Domestic electrical goods and consumer durables. Havells owns prestigious brands like Havells, Lloyd, Crabtree, Standard and Reo. About ElevenLabs. ElevenLabs is an AI research and product company. It builds AI voice and audio models, creative tools, and conversational agents across 70+ languages. Millions of consumers, developers, governments, and businesses use ElevenLabs - including employees at two-thirds of Fortune 500 companies. With its models and platform, the company aims to transform how people and businesses communicate with the world. ElevenLabs has grown its presence in India with a 24-member GTM team. We work with leading Indian enterprise companies and platforms, such as Cars24, Meesho, TVS Motor, Mahindra, JioStar, Urban Company, Eternal, PocketFM, 99acres, particularly in conversational AI and customer engagement workflows Media contact * ElevenLabs: [email protected] * Havells: [email protected]