London,\u00a01 July 2026\u00a0\u2014\u00a0Genesys\u00ae, a global cloud leader in AI-Powered Experience Orchestration, today announced it has\u00a0acquired\u00a0Pinkfish, a leading agentic orchestration workflow company.\u00a0This acquisition will expand Genesys Cloud\u2122 AI with MCP-based tool integration and workflow automation capabilities, helping organisations connect customer intent to governed actions across enterprise systems and accelerate the adoption of trusted autonomous experiences that drive business outcomes. Terms of the transaction were not\u00a0disclosed.\u00a0\u00a0<\/p>\n","protected":false},"author":824,"featured_media":630873,"template":"","class_list":["post-631183","announcements","type-announcements","status-publish","has-post-thumbnail","hentry"],"acf":{"news_date":"06\/30\/2026","utm_pass":false,"asset_expiration":"","pr_subheading":"
Acquisition expands Genesys Cloud AI with advanced\u00a0<\/span>agentic\u00a0<\/span>workflow automation and enterprise execution capabilities to help organisations turn customer intent into business outcomes<\/span><\/span>\u00a0<\/span><\/p>\n","disable_chat":false,"no_index":false,"no_follow":false,"disable_next_steps":false,"display_desc":false,"title_align":"left","pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":" London, 1 July<\/span>\u00a02026\u00a0<\/span>\u2014\u00a0<\/span>Genesys<\/span><\/a>\u00ae<\/sup>, a global cloud leader in AI-Powered Experience Orchestration, today announced it has\u00a0acquired\u00a0<\/span>Pinkfish<\/span><\/a>, a leading agentic orchestration workflow company.\u00a0<\/span>This acquisition will expand Genesys Cloud\u2122 AI with MCP-based tool integration and workflow automation capabilities, helping organisations connect customer intent to governed actions across enterprise systems and accelerate the adoption of trusted autonomous experiences that drive business outcomes. Terms of the transaction were not disclosed. <\/span>\u00a0<\/span><\/p>\n \u201cAgentic AI is moving customer experience from assisted engagement to governed execution,\u201d said Glenn Nethercutt, executive vice president and chief technology officer of Genesys. \u201cWith Pinkfish, we\u2019re advancing agentic orchestration by connecting customer intent to enterprise data, business workflows and governed actions through Genesys Cloud AI, so organisations can resolve more complex customer needs with greater autonomy, control and speed.\u201d<\/span>\u00a0<\/span><\/p>\n Accelerating Agentic Orchestration Through Enterprise Execution<\/span><\/b>\u00a0<\/span><\/p>\n As organisations increasingly look to move from static workflows to autonomous AI, they need to bridge the gap between customer engagement and enterprise execution. <\/span>Pinkfish\u00a0advances\u00a0the\u00a0ability of Genesys Cloud\u00a0Agentic Virtual Agent and\u00a0Genesys Cloud\u00a0Copilots to securely\u00a0access data\u00a0and\u00a0execute actions across enterprise systems.<\/span>\u00a0<\/span><\/p>\n With more than 500 integrations supporting 25,000 MCP tools spanning CRM, ERP, IT, HR, order management,\u00a0billing\u00a0and other business applications,\u00a0Pinkfish\u00a0brings one of the customer\u00a0experience\u00a0(CX) industry\u2019s most extensive MCP ecosystems to Genesys Cloud. These capabilities will\u00a0<\/span>help organisations overcome some of the biggest barriers to agentic AI adoption: fragmented systems, disconnected workflows and operational complexity that often prevent them from achieving more autonomous and outcome-driven customer experiences.<\/span>\u00a0<\/span><\/p>\n The acquisition will further the abilities of Genesys Cloud Agentic Virtual Agent to autonomously orchestrate and complete customer work within trusted business guardrails.\u00a0As a result, Agentic Virtual Agent will be able to resolve more complex customer needs end-to-end, improving self-service experiences while reducing customer effort and operational handoffs.<\/span>\u00a0<\/span><\/p>\n \u201cWe founded\u202f<\/span>Pinkfish\u202fbecause we believe AI reaches its full potential only when it can securely operate across the enterprise,\u201d said Charanya Kannan, chief executive officer and co-founder of\u202fPinkfish. \u201cEvery\u202fgreat customer experience combines meaningful conversations with meaningful action that\u202fspans\u202f CRM, ERP, billing and the rest of the enterprise. By\u202fbringing together\u202fthe AI orchestration leadership of Genesys with the AI-powered workflow automation capabilities of\u202fPinkfish, we will help organisations move\u202ftoward\u202fAI\u202fthat\u202fsecurely\u202ftakes action, completes customer work across the enterprise and delivers exceptional customer experiences.\u201d\u202f<\/span>\u00a0<\/span><\/p>\n Advancing AI-Powered Workflow Automation<\/span><\/b>\u00a0<\/span><\/p>\n Genesys Cloud AI with the natural language-driven workflow automation of Pinkfish will enable organisations to build and deploy sophisticated\u202fAI-powered\u202fCX\u202fworkflows,\u202fmaking agentic orchestration more\u202faccessible to business users and accelerating time to value.\u202f<\/span>\u00a0<\/span><\/p>\n For example, when a customer contacts a retailer about a delayed order, an\u00a0Agentic Virtual Agent could verify order status, review shipping information, apply a service credit, upgrade the shipment and notify the customer,\u00a0all by coordinating actions across systems without requiring\u00a0human\u00a0intervention. Rather than routing the request across multiple teams and systems, the\u00a0Agentic\u00a0Virtual Agent\u00a0can\u00a0help complete the process end-to-end in a single interaction.<\/span>\u00a0<\/span><\/p>\n These capabilities can\u00a0also\u00a0combine with Genesys Cloud Case Management to\u00a0support\u00a0workflow-intensive processes such as customer onboarding, insurance claims processing, return merchandise authorizations, loan servicing requests, warranty\u00a0management\u00a0and\u00a0other business processes that span front-office and back-office operations.<\/span>\u00a0<\/span><\/p>\n \u201cThe autonomous enterprise depends on the ability to coordinate actions across complex business environments while maintaining governance and control,\u201d said Rebecca Wettemann, CEO and principal analyst of Valoir. \u201cWith the addition of Pinkfish, Genesys Cloud is poised to gain the workflow automation and enterprise connectivity needed to help organisations scale agentic orchestration.\u201d<\/span>\u00a0<\/span><\/p>\n To learn more about how the acquisition of\u00a0Pinkfish\u00a0will advance Genesys Cloud, visit\u00a0<\/span>Genesys.com<\/span><\/a>.\u00a0<\/span>\u00a0<\/span><\/p>\n Availability<\/span><\/b>\u00a0<\/span><\/p>\n Genesys expects\u00a0Pinkfish\u00a0capabilities to become available to Genesys Cloud customers through the Genesys\u00a0AppFoundry\u00ae<\/sup> Marketplace by the end of the second quarter of the company\u2019s fiscal year 2027 (May 1<\/span>\u2013<\/span>July 31, 2026). The company expects to begin introducing\u00a0Pinkfish\u00a0capabilities natively within\u00a0<\/span>Genesys Cloud by the end of this fiscal year (Feb. 1, 2026<\/span>\u2013<\/span>Jan. 31, 2027).\u00a0<\/span>\u00a0<\/span><\/p>\n Forward-Looking Statements<\/span><\/b>\u202f<\/span> About Genesys\u00a0\u00a0<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/p>\n Genesys<\/span>\u00ae<\/span><\/sup> empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud\u2122 is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <\/span>www.Genesys.AI<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n \u00a9 2026 Genesys. All rights reserved. Genesys, the Genesys\u00a0logo\u00a0and Genesys Cloud are trademarks, service\u00a0marks\u00a0and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.\u00a0\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n Media\u00a0Contacts:<\/span><\/b>\u00a0<\/span><\/p>\n Sarah Logan<\/p>\n
\nStatements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.\u202f\u202f\u202f<\/span>\u202f<\/span>\u00a0<\/span><\/p>\n