Genesys Completes Acquisitions of Pointillist and Exceed.ai Related Articles Genesys Acquires Pointillist and Exceed.ai Case Study: ENGIE Completes Digital Transformation Genesys Introduces AI Across the Genesys Cloud Platform Our Top Use Cases for AI in Customer Service © Berto - Adobe Stock - 399509995 183 Filed under - Contact Centre News, Genesys, Olivier Jouve Genesys has announced the completion of its acquisitions of Pointillist and Exceed.ai. Pointillist, recognized for its award-winning journey management platform, and Exceed.ai, known for its proven intelligent lead activation and conversation engine, will accelerate how businesses connect with customers across the marketing, sales and service lifecycle. Customer expectations have resulted in the rise of an experience economy where brand loyalty is easily swayed. These challenges have been magnified by the supply chain and workforce shortages over the course of the pandemic, with more than a third of consumers turning to new brands. Understanding its power to be an organizational differentiator, businesses worldwide are increasing focus on the customer experience (CX). As part of the efforts to deliver standout experiences, more than 60% of organizations are increasing headcounts and more than 70% are increasing budgets in 2021. And, for more than half of businesses, CX is now a board-level priority. “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.” As seamless extensions of the Genesys solutions, Pointillist and Exceed.ai will further enable organizations to improve both customer and employee experiences. Through the integration of Pointillist, organizations can visualize, analyse and optimize end-to-end customer journeys at scale and reduce costs to serve. The Exceed.ai Conversational AI will be a force multiplier for lead qualification, nurturing and follow up – providing more time for sales and marketing teams to focus on doing the most impactful work. Pointillist joins the Genesys Cloud CX product group led by Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, deepening the company’s orchestration and analytics capabilities. Exceed.ai joins the Genesys DX product group led by Barry O’Sullivan, Executive Vice President and General Manager, Digital and AI, enriching the company’s sales and marketing capabilities. For more information about Genesys - visit the Genesys Website About Genesys Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. Find out more about Genesys Author: Genesys Published On: 2nd Dec 2021 - Last modified: 18th Jun 2024 Read more about - Contact Centre News, Genesys, Olivier Jouve Recommended Articles Genesys Acquires Pointillist and Exceed.ai Case Study: ENGIE Completes Digital Transformation Genesys Introduces AI Across the Genesys Cloud Platform Our Top Use Cases for AI in Customer Service Related Reports Webinar Replay: What Does an Excellent Customer Service Strategy Look Like 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter