Telecom Leader Transforms CX with Agentic AI-Led Genesys Cloud Migration

As one of Europe’s largest telecom operators embarked on a major Genesys Cloud–led CX modernization, it faced a familiar challenge: fragmented systems, high call volumes on critical desks, and limited real-time orchestration across telephony, CRM, and workflows.

Partnering with iOPEX, the organization implemented a governed Agentic CX architecture that interprets customer intent directly from live voice interactions, assembles context across ServiceNow and Salesforce, and executes policy-aligned actions autonomously—while keeping humans firmly in control where it matters most.

The result is a cloud-native, event-driven CX platform delivering measurable efficiency gains, improved agent experience, and a scalable foundation for the next phase of AI-led service transformation.

Download the case study to explore how agentic intelligence is redefining telecom CX operations at scale.