Genesys Adobe NiCE Lead AI Push in CX Automation

This week's enterprise communications news highlights major advancements in AI-powered customer experience (CX) tools, acquisitions, and industry reports.

Products

Genesys Expands AI Capabilities

Genesys launched Agentic Copilot and Virtual Agents in Genesys Cloud, featuring:

• Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP) for cross-system workflows
• Support for 10+ new languages
• Real-time dashboard for performance tracking
• Upcoming AI Skill Agents, starting with Analytics Explorer

Adobe's AI Agents Go Live

Adobe announced general availability of its Experience Platform Agent Orchestrator and six specialized AI agents:

• Audience Agent: Audience creation/optimization
• Journey Agent: Cross-channel campaign orchestration
• Experimentation Agent: Performance analysis
• Data Insights Agent: Organizational signal processing
• Site Optimization Agent: Website issue detection
• Product Support Agent: Knowledge-based troubleshooting

Semarchy Debuts Data Platform

SDP combines data management, governance, and integration with Copilot AI for automated engineering tasks.

Deals

NiCE Finalizes Cognigy Buy

NiCE completed its Cognigy acquisition, merging conversational AI with CXone Mpower CX AI platform. CEO Scott Russell stated this creates "one of the industry's most powerful CX platforms."

SoundHound Acquires Interactions

The deal enhances SoundHound's omnichannel Agentic AI offerings for customer service automation.

IntelePeer-DDS Partnership

The collaboration brings AI-driven patient communications to Planet DSS dental software users.

Reports

OneTrust AI Governance Findings

Key takeaways from the 2025 AI-Ready Governance Report:

• 37% more time spent managing AI risks
• 73% report AI exposed governance gaps
• 98% planning average 24% budget increases

ISG Contact Center Trends

The Buyers Guide notes enterprises prioritize:

• Analytics/automation integration
• Conversational AI
• CRM/CX system compatibility
• Clear ROI demonstrations

Article by Hannah Warfel, Associate Editor at No Jitter