Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced it has acquired Pinkfish, a leading agentic orchestration workflow company. This acquisition will expand Genesys Cloud™ AI with MCP-based tool integration and workflow automation capabilities, helping organizations connect customer intent to governed actions across enterprise systems and accelerate the adoption of trusted autonomous experiences that drive business outcomes.
Genesys acquires Pinkfish for agentic workflow automation and enterprise execution.
Pinkfish brings 500+ integrations supporting 25,000 MCP tools across CRM, ERP, IT, HR, and billing.
Agentic Virtual Agent can autonomously orchestrate and complete customer work within business guardrails.
Acquired capabilities to become available through Genesys AppFoundry Marketplace by end of Q2 2027.
Pinkfish co-founder Charanya Kannan joins Genesys.
Genesys serves 8,000+ organizations worldwide.
As organizations 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. 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 CX industry's most extensive MCP ecosystems to Genesys Cloud.
Genesys Cloud AI with the natural language-driven workflow automation of Pinkfish will enable organizations to build and deploy sophisticated AI-powered CX workflows, making agentic orchestration more accessible to business users. 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.
Glenn Nethercutt, executive vice president and chief technology officer of Genesys, stated: "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 organizations can resolve more complex customer needs with greater autonomy, control and speed."
Charanya Kannan, chief executive officer and co-founder of Pinkfish, added: "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 organizations move toward AI that securely takes action."
Rebecca Wettemann, CEO and principal analyst of Valoir, commented: "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 organizations scale agentic orchestration."
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
