September 10, 2026 • 5 min read
Genesys and ServiceNow Push Partnership Further Into Multi-Agent Orchestration
Director of Content & Market Research
September 10, 2026
Genesys and ServiceNow have cemented their partnership, pledging to support more mutual customers in orchestrating AI agents and transforming experiences.
Chiefly, that will involve the Genesys Agentic Virtual Agent, which understands the customer's intent, context, and a possible resolution path. Then, it sets that path into motion, collaborating with ServiceNow AI agents to take actions across the front, middle, and back offices.
Already, some joint customers are doing this (with examples to come).
Yet Genesys also has Copilots, and these may connect similarly to take actions across systems and simplify agent and supervisor workflows.
As these possibilities become reality, Bill McDermott, CEO of ServiceNow, believes Genesys and ServiceNow are establishing “a new operating model” for the contact center and beyond.
“While much of the market is still experimenting with AI, together we're putting AI to work at enterprise scale,” said McDermott, while calling into Xperience 2026 last week.
“Together, we're defining a new enterprise operating model, one where AI agents don't simply answer questions. They collaborate across applications, data, and workflows to take action.”
McDermott then teased what’s next for the partnership, while sharing how mutual customers are already orchestrating agents between the two providers.
The Genesys-ServiceNow Partnership So Far
The close Genesys-ServiceNow partnership didn’t start with AI agents. Instead, it started with a different type of CCaaS-CRM integration.
In 2024, they announced the Unified Experience from Genesys and ServiceNow.
Essentially, the solution embeds interaction management capabilities from Genesys Cloud directly into the ServiceNow Customer Service Management (CSM) interface.
The integration established one primary support interface, reduced agent swivel-chairing, and consolidated data on one platform.
Yet, as organizations leverage this offering, some have started to leverage Genesys’s Agentic Virtual Agent as the agentic front door, moving tasks into ServiceNow ecosystem, where AI agents complete actions across back-office systems.
As a result, contact centers have one unified platform for customer support, with Genesys as the engagement and intelligence layer and ServiceNow as the enterprise execution/workflow layer.
What’s Next?
At Xperience 2026, the two vendors committed to bolstering their joint go-to-market as one team to deliver for mutual customers.
That involves supporting more mutual customers in leveraging MCP protocols between their agents.
As they do so, they also recognize the opportunity - as referenced in the introduction - to connect Genesys Copilots with ServiceNow agents.
So, for instance, the Genesys Agent Copilot may interact with ServiceNow AI agents, pulling data from and completing actions within back-office systems on the command on a human agent.
If that happens, service reps won’t need to switch systems or route customers to other departments quite so often.
Ultimately, this represents the future of contact center Agent Assist.
Real-Life Examples of Genesys-ServiceNow Multi-Agent Orchestration
Here are two real-life examples of how global organizations are already orchestrating AI agents between Genesys and ServiceNow, as shared by McDermott.
1. Visa
When a Visa customer spots a suspicious charge, they reach out to a Genesys front-end agent, which recognizes the intent and gathers context.
From there, the ServiceNow AI Control Tower orchestrates the back office, while bringing together fraud workflows and business policies to investigate the issue, draw a conclusion, and inform the front-end agent’s response.
2. Siemens Healthineers
Like Visa, Siemens Healthineers leverages the Unified Experience from Genesys and ServiceNow.
Yet, interestingly, the company treats it as one platform for customer and employee service management.
As such, the offering not only manages customer queries but employee queries, too, with Genesys on the front-end and ServiceNow’s AI agents working behind the scenes.
Sharing how this works, McDermott gave an example of a nurse discovering a critical medical device has gone offline, and - instead of logging into a separate system - they go through the Unified Experience from Genesys and ServiceNow.
“Genesys AI captures the context. ServiceNow AI mobilizes the enterprise, triaging the issue, orchestrating the work, and keeping everyone informed.”
What About Salesforce?
While only McDermott showed up at Xperience 2026, Genesys and Salesforce also committed to collaborating on multi-agent orchestration and their “CX Cloud from Genesys and Salesforce” offering.
This functions similarly to the Unified Experience from Genesys and ServiceNow, bringing Genesys Cloud capabilities to Agentforce Service.
Yet, since the offering’s launch, Salesforce has released its own CCaaS solution: the Agentforce Contact Center.
Some interpreted this as a warning sign for the vendors’ relationship, with industry-wide discussion about CCaaS and CRM vendors trying to eat one another’s dinner.
However, Rahul Garg, VP of Product, AI, and Self-Service at Genesys, addressed this speculation in a separate conversation with CRM Playaz.
“If you're looking at your business and thinking: What are the strategic partners I need to bring to the table to actually deliver the experience I want to deliver? It's not a single vendor. It's probably a multi-vendor strategy. And if those vendors don't talk together, that multi-vendor strategy becomes cumbersome for you.”
Xperience 2026 showed what can happen when those vendors talk together, and the possibilities around the Genesys and ServiceNow relationship are particularly exciting.
Nonetheless, Genesys made many other ecosystem announcements at the event.
More News from Xperience 2026
While the Genesys-ServiceNow relationship is particularly significant for steering resolutions across the middle and back office, it was just one of many partnerships celebrated at Xperience 2026, as Genesys continues to position its ecosystem as a key differentiator.
As Tony Bates, CEO of Genesys, put it: “What we are focused on is working with the best partners to do what's right for our customers.”
New partnerships Genesys announced with Adobe, ElevenLabs, Sierra, and Deegram, alongside an expanded relationship with AWS, reflected this focus.
These collaborations came alongside new journey orchestration solutions and upgrades to the Genesys Agentic Virtual Agent.
Unpack all these announcements here: Genesys Xperience 2026: New AI Orchestration Innovations, Agentic Virtual Agent Updates, & Partnerships