Genesys has struck a deal to acquire both Pointillist and Exceed.ai, with the offerings to enhance the company’s ability to deliver empathy in every customer experience.
Both transactions are expected to close before the end of the calendar year 2021, with the sum of each undisclosed.
Tony Bates, CEO and Chairman of Genesys, said: “Genesys is fundamentally transforming the customer and employee experience.
“Experience as a Service is no longer an industry vision but rather a business advantage. With our cloud platforms and ecosystem, businesses can orchestrate personalised experiences for their customers and employees in a way previously not possible.”
Both transactions fall under Genesys’ Experience as a Service mission, which helps companies transform how they connect with customers and employees. In today’s experience economy, enabling interactions between customers and employees through a contact centre is not enough. Companies need new technologies and artificial intelligence (AI) to orchestrate end-to-end, meaningful experiences with the objective of driving trust and loyalty.
This provides superior business outcomes, as companies embrace more contextual, predictive and relevant experiences with every point of customer or employee contact.
The acquisitions of Pointillist, an AI-driven customer journey orchestration and analytics solution, and Exceed.ai, a cloud-based conversational AI platform for sales and marketing, will be important and deliberate steps in elevating the customer experience beyond the contact centre as a force multiplier for customer value in sales cycle acceleration and customer engagement automation.
When the capabilities of Pointillist and Exceed.ai are combined with Genesys AI, digital and customer experience (CX) technology, organisations will be able to uncover new levels of insights to dramatically increase their ability to listen, understand, act and learn. In leveraging the power of contact centre data to visualise actionable experiences and empowering more effective sales and marketing to grow customer revenue and retention, Genesys aims to deliver the ultimate business advantage to customers. In addition, this combination can drive enterprise-wide transformation for customers by turning isolated data across the business into applicable insights and events that can be measured, tracked and analysed in real time to predict the right next-best action.
The new customer experience orchestration and analytics platform and enhanced conversational AI designed specifically for sales and marketing, will be able to deliver a solution that puts the customer perspective first. By aggregating customer experience data to optimise the right customer interactions that maximise success — and engage, nurture, qualify and amplify customer sales opportunities — customers interact with brands at optimal points for them with the most effective channels every single time.