For your customers
A clearer path from question to resolution.
Connect voice and digital assistants to the knowledge and systems that can complete a useful task.
TRANSFORMATION · OPERATIONS · CONTINUITY
Transform Your AI Operations
with Experience.
Operate with confidence.
Our strong AI and Cloud engineering teams combine deep transformation expertise with an operational model designed to stay with you beyond go-live — running, supporting and continuously optimizing the technologies that power your business.
From transformation to operation, one experienced partner by your side.
Genesys Cloud
Wace One
AIOrchestration
Enterprise data
Human agent
HOW AI WORKS INSIDE THE JOURNEY
“Can I change my arrival date?”
Understand
Identify the request and the guest’s preferred language.
Check
Verify identity and retrieve permitted booking details.
Act
Check availability and request approval before a change.
Connect
Pass exceptions to the hotel team with conversation context.
Illustrative workflow. Not a live AI demo or a reported customer result.
16+Hotels — Agentic AI
5Platform expertise
24/7Managed services
START WITH THE BUSINESS
Complex technology. A clear purpose.
A new platform alone is not a transformation. We address the friction your customers feel and the complexity your teams work around.
A more connected contact center
Bring channels, routing and agent tools together around the customer—not the silos.
AI inside the workflow
Resolve routine requests and support your people, with a clear path from automation to human help.
An operation you can see clearly
Connect recording, quality, workforce and reporting in one continuous improvement cycle.
Systems that work together
Connect CRM and business applications to the customer journey. Reduce manual work between interactions.
AI ACROSS THE CUSTOMER EXPERIENCE
Help the customer. Support the team. Improve the operation.
We design connected journeys around shared knowledge, controlled actions and clear human handovers.
For your people
Useful knowledge. In the moment.
Reduce knowledge-search and after-contact work while preserving the agent’s judgment and control.
For your operation
Learn from every interaction.
Connect quality and analytics findings to human review and measurable improvements.
Where should you start?
Assess knowledge, API access and operational readiness before choosing the first pilot.
THE CXLTD PRODUCT FAMILY
Wace One.
Channels, people
and insight. Together.
An interaction platform combining Wace Digital, Wace Connect and Wace Insights. Private cloud and supported hosting options are assessed against your data-location and continuity requirements.
Explore Wace One →Active interactions248+12%
Service level91%+4%
AI resolved64%+8%
Interaction volume09:00–17:00
Channel mix
Voice42%
Messaging31%
Digital27%
Illustrative product interface
Wace Digital
Messaging, web and mobile chat, social channels and AI-based bots.
Wace Connect
WebRTC voice, recording, quality, IVR, CTI and agent desktop.
Wace Insights
Reporting, dashboards and operational performance visibility.
Genesys Cloud
Put agentic AI to work across every customer experience.
We configure, integrate and continuously optimize Genesys Cloud around customer journeys, AI and human teams, enterprise data and operational governance.
Official Genesys Cloud overviewFOUR CORE CAPABILITIES
More Genesys Cloud capabilities4 capabilities
CXLTD connects architecture, migration, telephony, Architect, data actions, integrations, WEM, analytics and live operations as one delivery model.
Discuss Genesys CloudExplore Genesys product views and capability details4 views
AUTONOMOUS ENGAGEMENT
Enable autonomous engagement with guardrails.
Build and govern AI agents, ground them in approved knowledge and extend them across voice and digital channels — with policy controls and contextual escalation to people.
ENTERPRISE JOURNEYS
Orchestrate customer journeys enterprise-wide.
Activate real-time context, route intent to the right resource and automate work across customer-facing and back-office systems until the outcome is complete.
EMPLOYEE EXPERIENCE
Augment employee expertise and performance.
Bring copilots, knowledge, customer context and performance insight into one workspace so employees can act faster and develop continuously.
REAL-TIME OPTIMIZATION
Analyze, adapt and optimize in real time.
Observe human and AI conversations, balance capacity and use customizable analytics to reveal friction, root causes and measurable operational outcomes.
29Breal-time conversations annually
2MGenesys Cloud users
28Kyears of voice transcribed annually
Source: Genesys, fiscal year 2026.
ONE CONNECTED DELIVERY MODEL
From the first question to the everyday.
Consulting, implementation and managed services should not be separate conversations. Each stage informs what comes next.
- 01
Discover
Map journeys, dependencies and measures of success.
- 02
Design
Define the architecture, safeguards and delivery plan.
- 03
Implement
Integrate, validate and release in controlled stages.
- 04
Optimize
Use operational evidence to refine the experience.
- 05
Operate
Sustain service with monitoring and managed change.
BUILT AROUND YOUR WORLD
Different industries. The same human focus.
Financial services
Balance secure interactions with accessible service.
Travel & hospitality
Connect the journey from booking to guest support.
Retail & commerce
Put orders, deliveries and returns in context.
LATEST FROM CXLTD
News & Announcements.
Key Takeaways from Genesys Xperience Vegas
A concise view of the themes shaping the next generation of customer experience: Agentic AI, intelligent orchestration and scalable CX transformation.
CX LTD at Genesys Xperience Las Vegas
CX LTD joined the global Genesys ecosystem in Las Vegas to explore the latest developments in AI, virtual agents, copilots and experience orchestration.
QiCard AI Transformation Milestone
A major delivery milestone established the enterprise foundation required for reusable, scalable AI capabilities.
PERSPECTIVES FOR BETTER DECISIONS
A practical view of what comes next.
PLANNING GUIDE
Where should CX modernization begin?
Start with dependencies, risks and acceptance criteria.
Read the perspective →AI PERSPECTIVE
When should an assistant take action?
Separate access to knowledge from permission to act.
Read the perspective →ENGINEERING NOTE
Resilience is a design decision.
Test voice, recording and integration dependencies together.
Read the perspective →