Genesys, a global cloud leader in AI-powered experience orchestration, has acquired Pinkfish, an agentic orchestration workflow company. This acquisition will expand Genesys Cloud 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.
“Agentic AI is moving customer experience from assisted engagement to governed execution,” said Glenn Nethercutt, Executive Vice-President & Chief Technology Officer, Genesys. “With Pinkfish, we’re 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.”
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.
“We founded Pinkfish because we believe AI reaches its full potential only when it can securely operate across the enterprise,” said Charanya Kannan, CEO & Co-Founder of Pinkfish. “Every great customer experience combines meaningful conversations with meaningful action that spans CRM, ERP, billing and the rest of the enterprise.
“By bringing together the AI orchestration leadership of Genesys with the AI-powered workflow automation capabilities of Pinkfish, we will help organisations move towards AI that securely takes action, completes customer work across the enterprise and delivers exceptional customer experiences.”
Genesys Cloud AI with the natural language-driven workflow automation of Pinkfish will enable organisations to build and deploy sophisticated AI-powered CX workflows, making agentic orchestration more accessible to business users and accelerating time to value.
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.
