US-based cloud and AI experience orchestration firm Genesys has announced the acquisition of Pinkfish, a leading agentic orchestration workflow company, expanding Genesys Cloud AI with MCP-based tool integration and workflow automation capabilities designed to help organisations connect customer intent to governed actions across enterprise systems, according to Bastille Post.

Pinkfish brings more than 500 integrations supporting 25,000 MCP tools spanning CRM, ERP, IT, HR, order management, billing and other business applications, giving Genesys Cloud one of the customer experience industry's most extensive MCP ecosystems. The acquisition addresses three of the most commonly cited barriers to agentic AI adoption: fragmented systems, disconnected workflows and operational complexity.

The deal expands the capabilities of Genesys Cloud Agentic Virtual Agent, enabling it to autonomously orchestrate and complete customer work within trusted business guardrails, resolve more complex customer needs end-to-end and reduce operational handoffs. Pinkfish capabilities are expected to become available to Genesys Cloud customers through the AppFoundry Marketplace by the end of the second quarter of Genesys' fiscal year 2027, with native integration within Genesys Cloud expected before the end of the current fiscal year.

Glenn Nethercutt, Executive Vice President and Chief Technology Officer of Genesys, said: "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."

Charanya Kannan, Chief Executive and co-founder of Pinkfish, said: "Every great customer experience combines meaningful conversations with meaningful action that spans CRM, ERP, billing and the rest of the enterprise."

Kannan added: "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."

Rebecca Wettemann, Chief Executive and principal analyst of Valoir, said: "With the addition of Pinkfish, Genesys Cloud is poised to gain the workflow automation and enterprise connectivity needed to help organizations scale agentic orchestration."