Cloud contact centre company Genesys has announced the completion of its acquisitions of two companies, Pointillist and Exceed.ai.
Pointillist offers customer journey analytics software for uncover customer insights in areas such as revenue, churn, CSAT and NPS. Exceed.ai, meanwhile, is a provider of a conversation engine that engages with inquiries from sales leads before handing off to sales people.
Genesys said the purchases would help it offer broader customer experience solutions beyond its contact centre foundation, helping organisations gain insights into customers and their data.
News of the deal was first announced in October, with Ron Rubbico, CEO and Co-Founder of Pointillist, saying at the time: “We’re dedicated to improving the customer experience by providing businesses deeper visibility into the customer journey.
“Joining Genesys is a natural fit. Together, we will be able to help organisations deliver personalised experiences at a new level, strengthening customer loyalty and driving better business outcomes.”
The purchases were framed as a response to rising customer demands during the pandemic, with supply chain issues and shortages in the workforce leading to consumers switching brands more easily.
“Consumer loyalty is more difficult to develop and keep than ever before, leading companies to increasingly develop experiences that are a business advantage,” said Tony Bates, Genesys CEO and Chairman. “With Pointillist and Exceed.ai part of Genesys, our customers will be able to unify, enrich and orchestrate empathetic experiences across marketing, sales and service.”
Pointillist will join Genesys’ Cloud CX product group, while Exceed.ai joins the DX group.
“Many businesses have struggled to develop and maintain relationships with potential customers, held back by limited time and resources,” said Ilan Kasan, CEO and Co-founder of Exceed.ai, back in October. “When our AI technology is combined with Genesys, we can take the customer experience to the next level.”
The news comes just after Genesys appointed a new chief information officer to oversee the introduction of a new IT operating model.
