The joint offering by EXL and Genesys empowers enterprises across industries to unlock better engagement, satisfaction, and long-term loyalty through intelligent personalisation and predictive engagement.
EXL and Genesys have announced a collaboration to transform customer engagement and business operations across industries.
By combining EXL’s data, AI and domain expertise with Genesys’ CCaaS platform, this collaboration will enable organisations to leverage data-driven insights, enhance customer engagement and drive meaningful business outcomes.
By integrating EXL’s data and AI capabilities into the Genesys orchestration engine, enterprises gain the ability to transform customer interaction into a strategic lever for improving experience and fostering growth.
Leveraging a real-time, 360-degree customer view built from first- and third-party data, EXL enables improved identification of customer intent, life events, and behavioural signals.
These insights fuel intelligent routing and decisioning across critical inbound use cases over various customer channels—including fraud detection, complaint resolution, collections, dispute handling, account opening, and real-time identification of up-sell and cross-sell opportunities—optimising both service efficiency and revenue capture for various industries.
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“Today’s customers don’t just want better experiences – they demand seamless, intuitive interactions powered by real-time intelligence,” said Anand “Andy” Logani, Chief Digital and AI Officer at EXL.
“By bringing together EXL’s data-driven expertise and agentic solutions with the Genesys Cloud platform, we’re enabling companies to transform customer engagement and deliver measurable, lasting impact.”
Together, EXL and Genesys will deliver results by combining AI-driven models with omnichannel engagement to create a differentiated, data-powered CX platform that boosts conversion rates, accelerates value realisation, and enhances customer lifetime value (CLV), driving operational efficiency and measurable business impact.
“Enterprises need to move beyond traditional marketing tactics and embrace AI-driven, data-first approaches,” said David Porter, Managing Director of Banking, Finance Services, and Insurance at Genesys.
“Partnering with EXL allows us to bring our industry-leading AI capabilities to a broader audience, helping institutions enhance customer journeys with precision and agility.”
The joint offering empowers enterprises across industries – including insurance, banking, healthcare and retail – to unlock better engagement, satisfaction, and long-term loyalty through intelligent personalisation and predictive engagement.
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