Genesys Acquires Pinkfish to Accelerate the Future of Autonomous Customer Experiences

SAN FRANCISCO--(BUSINESS WIRE)--Jun 30, 2026--

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. Terms of the transaction were not disclosed.

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“Agentic AI is moving customer experience from assisted engagement to governed execution,” said Glenn Nethercutt, executive vice president and chief technology officer of Genesys. “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.”

Accelerating Agentic Orchestration Through Enterprise Execution

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 customer experience (CX) industry’s most extensive MCP ecosystems to Genesys Cloud. These capabilities will help organizations overcome some of the biggest barriers to agentic AI adoption: fragmented systems, disconnected workflows and operational complexity that often prevent them from achieving more autonomous and outcome-driven customer experiences.

The acquisition will further the abilities of Genesys Cloud Agentic Virtual Agent to autonomously orchestrate and complete customer work within trusted business guardrails. As a result, Agentic Virtual Agent will be able to resolve more complex customer needs 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,” said Charanya Kannan, chief executive officer and co-founder of Pinkfish. “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, completes customer work across the enterprise and delivers exceptional customer experiences.”

Advancing AI-Powered Workflow Automation

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 and accelerating time to value.

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. Rather than routing the request across multiple teams and systems, the Agentic Virtual Agent can help complete the process end-to-end in a single interaction.

These capabilities can also combine with Genesys Cloud Case Management to support workflow-intensive processes such as customer onboarding, insurance claims processing, return merchandise authorizations, loan servicing requests, warranty management and other business processes that span 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,” said Rebecca Wettemann, CEO and principal analyst of Valoir. “With the addition of Pinkfish, Genesys Cloud is poised to gain the workflow automation and enterprise connectivity needed to help organizations scale agentic orchestration.”

To learn more about how the acquisition of Pinkfish will advance Genesys Cloud, visit Genesys.com.

Availability

Genesys expects Pinkfish capabilities to become available to Genesys Cloud customers through the Genesys AppFoundry® Marketplace by the end of the second quarter of the company’s fiscal year 2027 (May 1–July 31, 2026). The company expects to begin introducing Pinkfish capabilities natively within Genesys Cloud by the end of this fiscal year (Feb. 1, 2026–Jan. 31, 2027).

Forward-Looking Statements

Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.

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. To learn more, visit www.Genesys.AI.

© 2026 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

Pinkfish by Genesys

LONDON (AP) — Self-flying fighter jets, uncrewed submarines and drones will be at the center of Britain’s future military under a defense plan announced Tuesday that reflects a world of conflicts transformed by technology.

Like other NATO countries, the U.K. is under pressure to increase defense spending to counter a more aggressive Russia and less reliable United States. But its Defense Investment Plan has been repeatedly delayed as military leaders and Treasury officials wrangled over the cost, and critics said the its pledge of a 15 billion pound ($20 billion) boost to defense spending won't be enough.

Prime Minister Keir Starmer said the plan will keep Britain safe in “a more dangerous and volatile world than at any time for decades."

“When the world is arming and aggression is rising, the best way to avoid war is to prepare for it," he said.

But the blueprint does not commit to spending 3% of U.K. GDP on defense by 2030, one of the factors that spurred John Healey to resign as U.K. defense secretary on June 11. Healey accused the government of underspending on the military at a time of “rising threats," citing a British intelligence assessment that Russia could attack a NATO member country by 2030.

Starmer said Healey’s successor, Defense Secretary Dan Jarvis, had worked to “sharpen and strengthen" the plan. Its 15 billion pounds in new spending is more than the 13.5 billion pounds ($18 billion) Healey was offered by the Treasury, but far less than the 28 billion pounds ($37 billion) that defense officials had called for.

Under the plan, defense spending will hit 2.7% of GDP by 2029. Starmer said the 3% target will be reached “in the next Parliament,” a period that could extend to 2034. The U.K. remains committed to hitting NATO’s target of 3.5% of GDP by 2035, though it's unclear how it will get there.

The government said the new funding will boost defense spending to almost 300 billion pounds ($400 billion) over the next four years. Big-ticket items include 5 billion pounds ($6.6 billion) for drone technology, 8 billion pounds ($10.6 billion) to build new stealth fighter jets alongside Japan and Italy, and 11 billion pounds ($14.5 billion) to increase weapons stockpiles. The U.K. will also spend 64 billion pounds ($85 billion) modernizing its nuclear weapons.

Starmer said some road and energy projects would be scrapped to help pay for the military.

He said the plan will ensure “our servicemen and women have the cutting-edge capabilities they need to deter evolving threats and keep the British people safe.” The full document is due to be published later Tuesday.

The U.K. military is seeking to reverse years of decline in the face of an increasingly assertive Russia, which invaded its neighbor Ukraine in 2022 and increasingly tests the defenses of European nations with overt and covert activity.

The U.K. has watched how drones have transformed war in Ukraine, which uses 200,000 of them a month to defend against Russian forces. Britain plans to invest billions in drone systems across all branches of the military. Instead of a planned fleet of new destroyers, the Royal Navy will get hybrid vessels that will act as command hubs for drones.

“The very nature of conflict is changing before our eyes,” Starmer said during a speech at a drone manufacturer near London. He said that, armed with cutting-edge technology, Ukrainian forces have destroyed Russia’s Black Sea fleet, “struck deep into Russian territory and stopped the advance of one of the biggest armies in the world.”

Britain and other NATO member nations have faced pressure from U.S. President Donald Trump to increase military spending. Trump has long questioned the value of the military alliance and complained that the United States provides security to European countries that don’t pull their weight.

The resignations of Healey and junior Defense Minister Al Carns were among a series of blows that prompted Starmer to announce last week that he will resign. He is likely to attend a NATO summit in Turkey on July 7 and 8 in one of his last acts as prime minister.

His successor, likely the former Greater Manchester Mayor Andy Burnham, will be under pressure to stick to the commitments in the defense plan.

Opposition Conservative Party defense spokesperson James Cartlidge said the plan was “too little, too late.”

And retired Gen. Richard Barrons, who helped lead a defense review in preparation for the investment plan, said “we have to find more money for defense sooner.”

“We’re not keeping up with our allies, we’re certainly not keeping up with our enemies, and we know that the U.S. is no longer going to come and save European security in the face of a Russian threat,” he told the BBC.

British Prime Minister Keir Starmer, left, hugs Chancellor of the Exchequer Rachel Reeves on the occasion of the announcement of a defense plan, in Berkshire, England, Tuesday, June 30, 2026. (Stefan Rousseau/Pool Photo via AP)

British Prime Minister Keir Starmer speaks on the occasion of the announcement of a defense plan, in Berkshire, England, Tuesday, June 30, 2026. (Stefan Rousseau/Pool Photo via AP)

British Prime Minister Keir Starmer announces a defense plan, in Berkshire, England, Tuesday, June 30, 2026. (Stefan Rousseau/Pool Photo via AP)

British Prime Minister Keir Starmer, left, followed by Chancellor of the Exchequer Rachel Reeves and Defense Secretary Dan Jarvis arrive for the announcement of a defense plan, in Berkshire, England, Tuesday, June 30, 2026. (Stefan Rousseau/Pool Photo via AP)

Britain's Prime Minister Keir Starmer welcomes NATO Secretary General Mark Rutte to 10 Downing Street in London, Monday, June 29, 2026.(AP Photo/Alberto Pezzali, Pool)

Britain's Secretary of State for Defence Dan Jarvis arrives for a cabinet meeting hosted by Britain's Prime Minister Keir Starmer at Downing Street in London, Tuesday, June 23, 2026.(AP Photo/Alastair Grant)