Genesys has acquired Pinkfish to expand Genesys Cloud AI with workflow automation and enterprise execution capabilities, enabling more autonomous customer experiences across enterprise systems.
Genesys, a provider of AI-powered experience orchestration solutions, has acquired Pinkfish, an agentic orchestration workflow company, to expand Genesys Cloud AI with MCP-based tool integration and workflow automation capabilities. The acquisition will help organisations connect customer intent to governed actions across enterprise systems and accelerate the adoption of autonomous customer experiences that drive business outcomes.
“Agentic AI is moving customer experience from assisted engagement to governed execution. 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,” said Glenn Nethercutt, Executive Vice President and Chief Technology Officer, Genesys.
As organisations increasingly move from static workflows to autonomous AI, they need to bridge the gap between customer engagement and enterprise execution. Pinkfish enhances the capabilities of Genesys Cloud Agentic Virtual Agent and Genesys Cloud Copilots by enabling secure access to enterprise data and the execution of actions across enterprise systems.
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With more than 500 integrations supporting 25,000 MCP tools spanning CRM, ERP, IT, HR, order management, billing and other business applications, Pinkfish brings a large MCP ecosystem to Genesys Cloud. These capabilities will help organisations overcome key barriers to agentic AI adoption, including fragmented systems, disconnected workflows and operational complexity, enabling more autonomous and outcome-driven customer experiences.
The acquisition will further strengthen Genesys Cloud Agentic Virtual Agent’s capabilities by enabling it to autonomously orchestrate and complete customer tasks within trusted business guardrails. As a result, the Agentic Virtual Agent will be able to resolve more complex customer requests 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. 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 toward AI that securely takes action, completes customer work across the enterprise and delivers exceptional customer experiences,” said Charanya Kannan, Chief Executive Officer and Co-Founder, Pinkfish.
Genesys Cloud AI, combined with Pinkfish’s natural language-driven workflow automation, will enable organisations to build and deploy AI-powered customer experience workflows, making agentic orchestration more accessible to business users and accelerating time-to-value.
For example, when a customer contacts a retailer about a delayed order, an Agentic Virtual Agent could verify the order status, review shipping information, apply a service credit, upgrade the shipment and notify the customer by coordinating actions across multiple systems without requiring human intervention. Rather than routing the request across multiple teams and systems, the Agentic Virtual Agent can complete the process end-to-end within a single interaction.
These capabilities will 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 spanning front-office and back-office operations.
“The autonomous enterprise depends on the ability to coordinate actions across complex business environments while maintaining governance and control. With the addition of Pinkfish, Genesys Cloud is poised to gain the workflow automation and enterprise connectivity needed to help organisations scale agentic orchestration,” said Rebecca Wettemann, CEO and Principal Analyst, Valoir.
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