EXL, a global data and AI company, and Genesys®, a global cloud leader in AI-powered experience orchestration, announced a collaboration to transform customer engagement and business operations across industries. By combining EXL’s advanced data, AI and domain expertise with Genesys’ industry-leading Contact Center as a Service platform, this collaboration will enable organizations to leverage data-driven insights, enhance customer engagement and drive meaningful business outcomes.
By integrating EXL’s data and AI capabilities into the Genesys orchestration engine, enterprises gain the ability to transform customer interaction into a strategic lever for improving experience and fostering growth. Leveraging a real-time, 360-degree customer view built from enriched first- and third-party data, EXL enables improved identification of customer intent, life events, and behavioral signals. These insights fuel intelligent routing and decisioning across critical inbound use cases over various customer channels—including fraud detection, complaint resolution, collections, dispute handling, account opening, and real-time identification of up-sell and cross-sell opportunities—optimizing both service efficiency and revenue capture for various industries.
“Today’s customers don’t just want better experiences – they demand seamless, intuitive interactions powered by real-time intelligence,” said Anand “Andy” Logani, chief digital and AI officer at EXL. “By bringing together EXL’s data-driven expertise and agentic solutions with the Genesys Cloud platform, we’re enabling companies to transform customer engagement and deliver measurable, lasting impact.”
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Together, EXL and Genesys will deliver results by combining AI-driven next-best-action models with omnichannel engagement to create a differentiated, data-powered customer experience platform that boosts conversion rates, accelerates value realization, and enhances customer lifetime value, driving operational efficiency and measurable business impact at an enterprise scale.
“Enterprises need to move beyond traditional marketing tactics and embrace AI-driven, data-first approaches,” said David Porter, managing director banking, finance services, and insurance at Genesys. “Partnering with EXL allows us to bring our industry-leading AI capabilities to a broader audience, helping institutions enhance customer journeys with precision and agility.”
The joint offering empowers enterprises across industries – including insurance, banking, healthcare and retail – to unlock greater engagement, satisfaction, and long-term loyalty through intelligent personalization and predictive engagement.
SOURCE: GlobeNewswire