Acquisition expands Genesys Cloud AI with advanced agentic workflow automation and enterprise execution capabilities to help organisations turn customer intent into business outcomes<\/p>\n
Genesys<\/a>\u00ae, a global cloud leader in AI-Powered Experience Orchestration, today announced it has acquired Pinkfish<\/a>, a leading agentic orchestration workflow company. 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.<\/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<\/p>\n Accelerating Agentic Orchestration Through Enterprise Execution<\/strong><\/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. Pinkfish advances the ability of Genesys Cloud Agentic Virtual Agent and Genesys Cloud Copilots to securely access data and execute actions across enterprise systems.<\/p>\n With more than 500 integrations supporting 25,000 MCP tools spanning CRM, ERP, IT, HR, order management, billing and other business applications, Pinkfish brings one of the customer experience (CX) industry\u2019s most extensive MCP ecosystems to Genesys Cloud. These capabilities will 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.<\/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. As 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.<\/p>\n \u201cWe founded\u00a0Pinkfish\u00a0because 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\u00a0Pinkfish. \u201cEvery\u00a0great customer experience combines meaningful conversations with meaningful action that\u00a0spans\u00a0CRM, ERP, billing and the rest of the enterprise. By\u00a0bringing together\u00a0the AI orchestration leadership of Genesys with the AI-powered workflow automation capabilities of\u00a0Pinkfish, we will help organisations move\u00a0toward\u00a0AI\u00a0that\u00a0securely\u00a0takes action, completes customer work across the enterprise and delivers exceptional customer experiences.\u201d<\/p>\n Advancing AI-Powered Workflow Automation<\/strong><\/p>\n Genesys Cloud AI with the natural language-driven workflow automation of Pinkfish will enable organisations to build and deploy sophisticated\u00a0AI-powered\u00a0CX\u00a0workflows,\u00a0making agentic orchestration more\u00a0accessible to business users and accelerating time to value.<\/p>\n For example, when a customer contacts a retailer about a delayed order, an Agentic Virtual Agent could verify order status, review shipping information, apply a service credit, upgrade the shipment and notify the customer, all by coordinating actions across systems without requiring human intervention. Rather than routing the request across multiple teams and systems, the Agentic Virtual Agent can help complete the process end-to-end in a single interaction.<\/p>\n These capabilities can also combine with Genesys Cloud Case Management to support workflow-intensive processes such as customer onboarding, insurance claims processing, return merchandise authorisations, loan servicing requests, warranty management and other business processes that span front-office and back-office operations.<\/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<\/p>\n To learn more about how the acquisition of Pinkfish will advance Genesys Cloud, visit Genesys.com<\/a>.<\/p>\n Availability<\/strong><\/p>\n Genesys expects Pinkfish capabilities to become available to Genesys Cloud customers through the Genesys AppFoundry\u00ae Marketplace by the end of the second quarter of the company\u2019s fiscal year 2027 (May 1\u2013July 31, 2026). The company expects to begin introducing Pinkfish capabilities natively within Genesys Cloud by the end of this fiscal year (Feb. 1, 2026\u2013Jan. 31, 2027).<\/p>\n Forward-Looking Statements<\/u><\/strong> About Genesys\u00a0 <\/strong><\/p>\n Genesys\u00ae<\/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 genesys.com\/en-sg<\/a>.<\/p>\n \u00a92026 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/p>\n
\n<\/u>Statements 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.<\/p>\n