Genesys has acquired Pinkfish to boost Genesys Cloud AI with workflow automation and enterprise system integration.
The addition of MCP-based tool integration and workflow automation to Genesys Cloud lets its AI agents access data and act across enterprise systems such as CRM, ERP, IT, HR, billing, and order management platforms. Enterprises will be able to turn customer intent into completed actions quicker and with less human intervention.
Pinkfish offers more than 500 integrations and supports 25,000 MCP tools. Those links help customers overcome fragmented systems and disconnected workflows that can make more autonomous AI harder to use in customer operations.
“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 of Genesys.
Genesys cited a sample use case in retail. An AI agent could check an order, review shipping details, apply a service credit, upgrade delivery, and notify the customer in one interaction. The same approach could be adopted for support onboarding, insurance claims, returns, loan servicing, and warranty management.
“By bringing together the AI orchestration leadership of Genesys with the AI-powered workflow automation capabilities of Pinkfish, we will help organizations 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 of Pinkfish.
Pinkfish capabilities are expected to appear in the AppFoundry Marketplace by the end of its fiscal Q2 in 2027, with native Genesys Cloud integration to follow later in the fiscal year.
Entelechy Asia 