Genesys Named a Leader in Frost Radar™ 2025 for Workforce Engagement Management

 Recognition reflects Genesys Cloud leadership in AI-driven workforce engagement, strengthening performance, quality and service readiness across human and virtual teams

Genesys, a global cloud leader in AI-Powered Experience Orchestration, has been recognized as a Leader in the Frost Radar™: Workforce Engagement Management (WEM), 2025 Report. Frost & Sullivan highlighted Genesys for its consistent growth, accelerated innovation, and advancement of agentic and generative AI. The company was commended for the strength of the Genesys Cloud™ platform in providing a unified solution for WEM that elevates employee engagement, performance and quality to enable stronger customer experience orchestration.

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“Genesys Cloud gives organizations the agility to align employees and operations in real time to keep pace with evolving consumer expectations,” said Olivier Jouve, chief product officer at Genesys. “With agentic AI innovation and modern workforce management, they can elevate readiness across human and virtual teams to deliver faster, more personalized experiences that build efficiency and loyalty.”

The Frost Radar™ Workforce Engagement Management, 2025 report stated, “Genesys positions itself as an AI-powered experience orchestration platform with cloud-native architecture, unifying CX and EX across voice, digital, and social channels. The Genesys Cloud platform utilizes native AI to deliver comprehensive contact center and workforce engagement functionality, while also supporting extensibility.”

Over the past year, Genesys expanded the native Genesys Cloud WEM suite with major innovations in AI-driven workforce forecasting and scheduling, including work-plan bidding, capacity planning, support for back-office work items, and expanded flexibility and fairness options for employees. In addition, Frost & Sullivan noted several other recent Genesys Cloud AI innovations that support and augment the workforce, including:

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• New AI capabilities to enhance workforce management with more accurate forecasting, smarter scheduling and greater agility. Organizations can anticipate demand shifts, balance workloads, and adjust staffing across human and virtual agents in real time, while AI-generated insights and supervisory tools strengthen quality, performance and overall operational resilience.
• Genesys expanded its agentic AI foundation with Genesys Cloud AI Studio and AI Guides, enabling organizations to design, govern and scale more autonomous AI capabilities capable of managing complex, multistep customer interactions and workflows.
• Enhanced support for Model Context Protocol (MCP) and Agent2Agent collaboration (A2A) will allow copilots and virtual agents to work together with greater autonomy and contextual awareness to strengthen WEM by improving how work is forecasted, distributed and coordinated across the human and virtual workforce. With governance embedded in Genesys Cloud, organizations will be able to scale more autonomous AI agents and advance toward large-action model innovation, enabling AI to move beyond conversation toward shared outcomes.

“Genesys continues to demonstrate strong leadership by helping organizations turn AI innovation into measurable business results,” said Ankita Singh, industry principal, Frost & Sullivan. “The company’s rapid advancements in native agentic AI and experience orchestration are providing organizations new ways to improve efficiency, enhance employee engagement and deliver stronger customer satisfaction.”

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