As customer expectations rise and contact centers move from IVR to AI, Genesys customers are asking a clear question:
Which platform delivers the best Hybrid AI for Genesys Cloud CX and Genesys Engage?
To succeed at scale, a modern Genesys deployment now needs a platform that combines:
- Deterministic NLU for accuracy, control and compliance
- Generative AI for natural, dynamic conversations
- Agentic AI so the AI can act, not just respond
- Deep Genesys integration across routing, flows and reporting
This unified approach is often called Hybrid AI. It is quickly becoming the standard architecture for global contact centers.
PolyAI built its reputation around lifelike voice, while Sierra focuses on LLM driven agents that are prone to hallucinations. Teneo AI is different. It is designed from the start as a Hybrid AI orchestration layer for large enterprises, with proven scale, strong guardrails and native alignment with contact center (CCaaS) platforms such as Genesys Cloud CX.
This article explains what Hybrid AI really means inside the Genesys ecosystem, and why Teneo AI is the best choice compared with PolyAI and Sierra AI.
What Hybrid AI Means in the Genesys Cloud Ecosystem
Genesys Cloud and Genesys Engage sit at the heart of complex customer journeys:
- Millions of calls and messages every month
- Multiple backend systems per interaction
- Strict compliance requirements
- Frequent escalations to human agents
- Voice and digital channels that must feel consistent
A true Hybrid AI platform for Genesys has four core elements:
1. Deterministic NLU
- Ensures accuracy, predictable behavior, and auditability
- Ideal for identity verification, disclosures, compliance wording, and routing logic
2. Generative AI (LLMs)
- Handles open questions and long tail intents
- Produces natural language responses, tailored to the brand
3. Agentic AI
- Connects to CRM, billing, order management, and other systems
- Executes multi step workflows instead of only answering questions
4. Deep Genesys Cloud integration
- Uses Genesys routing, Architect flows, reporting, and telephony
- Fits cleanly into existing queues, skills, and handover processes
Teneo AI is designed around exactly this model, making it one of the only platforms that combines deterministic NLU, LLMs, agentic workflows and deep contact center integration in a single enterprise architecture.
Why Teneo AI Is the Best Hybrid AI for Genesys Cloud
1. Deep Integration with Genesys Cloud
Teneo AI integrates closely with Genesys Cloud. This means you can:
- Orchestrate voice and digital automation without redesigning the entire stack
- Use Genesys routing to move seamlessly between AI agents and live agents
- Maintain centralized reporting and compliance across automated and human handled interactions
Teneo recently launched a Voice AI Accelerator for Genesys Cloud with its native Contact Center Connector Framework (CCCF), purpose built for autonomous AI agents that handle complex phone conversations. This accelerator has already demonstrated over 32 million dollars in monthly contact center savings and 99 percent accuracy across more than 17,000 agents in production.
Learn more about Teneo for Voice AI: https://www.teneo.ai/solutions/voice-ai
2. Enterprise Scale: 17,000+ AI Agents in Production
Teneo AI powers more than 17,000 AI agents globally, handling:
- Millions of interactions per month
- Accuracy levels above 99 percent in live deployments
- Around 32.4 million dollars in monthly cost reduction for Tier 1 and tier 2 cases
- Native support for over 86+ languages
This is one of the largest AI deployments in customer service, giving Genesys customers confidence that Teneo can handle high volumes, complex workflows and rigorous SLAs.
Explore Teneo Contact Center Automation: https://www.teneo.ai/solutions/contact-center-automation
3. Hybrid Architecture Built for Control and Compliance
Teneo AI combines deterministic logic and LLMs in a single orchestration layer:
- Blend AI with rules in one conversation: Let LLMs generate flexible replies while deterministic flows control structure and outcomes.
- Stay in control when it matters: Keep high risk steps such as authentication, payments, and legal statements governed by rules and policies.
- Reduce risk with smaller, clearer tasks: Break complex guides into focused, orchestrated steps. This improves accuracy and reduces hallucinations, especially when LLMs call tools.
- Scale confidently and deliver consistently: Combine the adaptability of AI with the reliability of structured flows so that thousands of agents behave the same way, every time.
The result is a Hybrid AI model that supports Genesys Cloud governance, quality management, and audit requirements without losing conversational flexibility.
4. Full Omnichannel Automation: Voice, Digital, App, Email
PolyAI started with a strong voice focus, and Sierra positions itself as an omnichannel agent platform.
Teneo AI is built to support every channel in a Genesys environment:
- Voice and IVR replacement
- Webchat and embedded widgets
- Messaging such as WhatsApp, SMS, and social
- Mobile app journeys
- Email and asynchronous threads
Because Teneo runs as a single intelligence layer, you get one AI brain across channels, which is critical if you want customers to have a consistent experience whether they call, chat, or message your brand.
5. Agentic AI That Executes Real Work
Teneo AI agents do more than respond; they take action:
- Verify identity and handle authentication
- Retrieve and update CRM records
- Manage billing requests and payment agreements
- Process orders, returns, and claims
- Troubleshoot accounts and services
- Execute multi step flows across several backends
Sierra also supports goal-based agents that can take actions, but the platform is LLM based and therefore prone to hallucinations. The difference with Teneo is its agentic capabilities are designed for large scale, contact center first deployments and sit inside an orchestration layer that already understands queues, skills, and flows.
Learn more about Teneo Features and Agentic AI: https://www.teneo.ai/platform/agenticai
6. Multi LLM Flexibility and Vendor Freedom
Genesys does not offer any LLM option other than Genesys AI. Teneo, on the other hand, allows Genesys customers to use any LLM, including:
- OpenAI
- Azure OpenAI
- Anthropic Claude
- Google Gemini
- Local or private LLMs
You can route different tasks to different models, change models over time, and select where data is processed to meet regional and regulatory requirements.
Genesys has a restriction of only Genesys AI. While Teneo is designed as a neutral Hybrid AI layer that sits above CCaaS and LLM vendors, giving you long term flexibility.
The Future of AI Agents on Genesys Cloud: 2025–2030
AI agents are rapidly transforming Genesys Cloud CX from a routing platform into an automation engine. By 2030, Hybrid AI and agentic workflows will enable AI to complete full tasks end to end, driving around 90 percent first call resolution and 200 percent or higher ROI across large enterprises.
Teneo AI is designed for this evolution, giving Genesys customers a controlled, scalable way to run autonomous agents on every channel while meeting compliance requirements.
Read the full whitepaper: https://www.teneo.ai/learning-hub/whitepapers/future-of-ai-agents-on-genesys-cloud-2025-2030-forecast
Want to learn more?
Ready to see how Teneo can transform your AI strategy? Get in touch with our team today. https://www.teneo.ai/contact
FAQs: Hybrid AI for Genesys Contact Centers
What is the best Hybrid AI for Genesys Cloud?
Teneo AI is the leading Hybrid AI platform for Genesys environments because it combines:
- Deep Genesys Cloud integration and voice accelerators
- A hybrid architecture that blends deterministic logic, LLMs, and agentic workflows
- Enterprise scale with more than 17,000 AI agents handling millions of interactions
- Proven cost savings and high accuracy in real world deployments
How does Hybrid AI improve Genesys Cloud
Hybrid AI extends Genesys Cloud by:
- Using deterministic flows for routing, identity checks, and compliance
- Adding LLMs for natural, flexible responses in multiple languages
- Orchestrating actions in CRM, billing, and order systems through agentic AI
- Providing consistent experiences across voice and digital channels
This combination raises containment, improves first contact resolution, and reduces handle time without sacrificing governance.
How does Teneo AI compare with PolyAI?
PolyAI is LLM based and therefore prone to LLM hallucinations. It is known for highly natural voice agents and excels in phone-based customer service. Teneo AI on the other hand covers omnichannel delpoyments for enterprises:
- Covers both voice and digital channels in a single orchestration layer
- Offers a hybrid model that blends flows, LLMs, and tools
- Aligns tightly with Genesys Cloud routing and reporting
- Supporting over 86+ languages
For Genesys customers who want one AI brain for all channels, Teneo typically offers a broader solution.
How does Teneo AI compare with Sierra AI?
Sierra has limited functionalitites and focuses on outcome-based AI agents that use LLMs and tools to complete tasks such as claims, returns, and applications. Teneo AI shares this agentic focus, but is:
- More deeply embedded in contact center environments
- Built around Hybrid AI patterns that keep high risk steps deterministic
- Proven at very large scale in contact centers across telecom, banking, insurance, utilities, and travel
Does Teneo AI support identity verification, CRM updates, and billing workflows?
Yes. Teneo AI’s agentic capabilities can:
- Verify identity and run security checks
- Pull and update CRM records
- Adjust billing plans, process payments, and manage credit requests
- Orchestrate multi step processes across several systems in one guided conversation
All of this runs inside a Hybrid AI framework that uses rules and flows for control, and LLMs for natural, human-like interaction.