On Thursday, October 7th, Genesys, a leader in the Intelligent Contact Center (ICC) market, announced its intentions to acquire two companies, Pointillist and Exceed.ai, to increase its customer experience footprint.
This blog reviews these acquisitions and their impact on Genesys.
Genesys announces its intentions to acquire Pointillist and Exceed.ai.
Who is Pointillist?
Pointiilist, based in Boston, MA, is a provider of customer journey visualization and orchestration software. Pointillist leverages AI to provide insight into a customer’s unique digital interactions with their channels of choice. Pointillist provides both the analytics and visualization tools to fully understand the flow of a customer journey through multiple channels over time.
Who is Exceed.ai?
Exceed.ai, named a Hot Vendor in Conversational AI by Aragon Research in 2019, provides a cloud-based conversational AI virtual agent specifically targeted towards sales and marketing. Their virtual agent can engage in back-and-forth interactions, either through email or chat, with customers and prospects to streamline lead qualification and follow-up, essentially serving as a digital sales development representative.
What’s the Impact on Genesys?
Genesys significantly improved its conversational AI footprint in the contact center in March of this year with the acquisition of Bold360 (see our earlier blog for details). By acquiring exceed.ai, they are establishing a solid position in conversational AI-focused within sales and marketing, expanding their overall conversational AI footprint beyond the contact center. Pointillist provides Genesys with a richer and smarter journey management capability and will provide deeper insight into how customers interact with any of their channels over time.
Bottom Line
The acquisition of Exceed.ai and Pointillist is completely aligned with the goals of the new Genesys Digital business unit. The combined technologies in these two offerings will expand the capabilities of the Genesys solution and get them that much closer to delivering on their vision of Experience as a Service.