The company extends its market leadership with journey analytics and conversational AI for marketing and sales
Genesys, a global leader in customer experience (CX) orchestration, announced the completion of its acquisitions of Pointillist and Exceed.ai. Pointillist, recognised 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 throughout the pandemic, with more than a third of consumers turning to new brandsi. Understanding its power to be an organisational differentiator, businesses worldwide are increasingly focused on the customer experience (CX). As part of the efforts to deliver standout experiences, more than 60 per cent of organisations are increasing headcounts, and more than 70 per cent 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 organisations to improve customer and employee experiences. Through the integration of Pointillist, organisations can visualise, analyse and optimise end-to-end customer journeys at scale and reduce costs to serve. While 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.