EXL and Genesys collaborate to transform customer experiences with AI-driven insights and intelligent orchestration
EXL (NASDAQ: EXLS), a global data and AI company, has announced a strategic collaboration with Genesys, a cloud leader in AI-powered experience orchestration. The partnership aims to transform customer engagement by integrating EXL's advanced data and AI capabilities with Genesys' Contact Center as a Service platform.
As a premium Genesys AppFoundry partner, EXL will enhance the platform with real-time, 360-degree customer insights built from first- and third-party data. The solution will power intelligent routing and decisioning across various use cases, including fraud detection, complaint resolution, collections, and real-time identification of sales opportunities.
The collaboration targets multiple sectors including insurance, banking, healthcare, and retail, focusing on delivering improved customer experiences through AI-driven personalization and predictive engagement.
EXL (NASDAQ: EXLS), azienda globale specializzata in dati e intelligenza artificiale, ha annunciato una collaborazione strategica con Genesys, leader cloud nell'orchestrazione dell'esperienza basata sull'IA. La partnership punta a rivoluzionare l'interazione con i clienti integrando le avanzate capacit脿 di dati e IA di EXL con la piattaforma Contact Center as a Service di Genesys.
In qualit脿 di partner premium di Genesys AppFoundry, EXL arricchir脿 la piattaforma con analisi clienti in tempo reale e a 360 gradi, costruite su dati di prima e terza parte. La soluzione supporter脿 il routing intelligente e le decisioni in diversi ambiti, tra cui rilevamento delle frodi, gestione dei reclami, recupero crediti e identificazione in tempo reale delle opportunit脿 di vendita.
La collaborazione si rivolge a diversi settori, tra cui assicurazioni, bancario, sanit脿 e retail, con l鈥檕biettivo di offrire esperienze cliente migliorate attraverso la personalizzazione guidata dall鈥橧A e l鈥檈ngagement predittivo.
EXL (NASDAQ: EXLS), una empresa global de datos e inteligencia artificial, ha anunciado una colaboraci贸n estrat茅gica con Genesys, l铆der en la nube en orquestaci贸n de experiencias impulsadas por IA. La alianza busca transformar la interacci贸n con los clientes integrando las avanzadas capacidades de datos e IA de EXL con la plataforma Contact Center as a Service de Genesys.
Como socio premium de Genesys AppFoundry, EXL mejorar谩 la plataforma con informaci贸n del cliente en tiempo real y de 360 grados, basada en datos propios y de terceros. La soluci贸n facilitar谩 el enrutamiento inteligente y la toma de decisiones en diversos casos, incluyendo detecci贸n de fraudes, resoluci贸n de quejas, cobros e identificaci贸n en tiempo real de oportunidades de venta.
La colaboraci贸n est谩 dirigida a varios sectores, incluyendo seguros, banca, salud y retail, con el objetivo de ofrecer mejores experiencias a los clientes mediante la personalizaci贸n impulsada por IA y el compromiso predictivo.
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EXL (NASDAQ : EXLS), une entreprise mondiale sp茅cialis茅e dans les donn茅es et l'IA, a annonc茅 une collaboration strat茅gique avec Genesys, leader cloud dans l'orchestration d'exp茅rience aliment茅e par l'IA. Ce partenariat vise 脿 transformer l'engagement client en int茅grant les capacit茅s avanc茅es de donn茅es et d'IA d'EXL 脿 la plateforme Contact Center as a Service de Genesys.
En tant que partenaire premium de Genesys AppFoundry, EXL enrichira la plateforme avec des informations clients en temps r茅el et 脿 360 degr茅s bas茅es sur des donn茅es propri茅taires et tierces. La solution permettra un routage intelligent et une prise de d茅cision dans divers cas d'usage, notamment la d茅tection de fraude, la r茅solution de plaintes, les recouvrements et l'identification en temps r茅el des opportunit茅s de vente.
Cette collaboration cible plusieurs secteurs, notamment assurances, banques, sant茅 et commerce de d茅tail, en se concentrant sur l'am茅lioration de l'exp茅rience client gr芒ce 脿 la personnalisation pilot茅e par l'IA et 脿 l'engagement pr茅dictif.
EXL (NASDAQ: EXLS), ein globales Daten- und KI-Unternehmen, hat eine strategische Zusammenarbeit mit Genesys, einem Cloud-Marktf眉hrer im Bereich KI-gest眉tzte Erlebnis-Orchestrierung, angek眉ndigt. Die Partnerschaft zielt darauf ab, das Kundenerlebnis zu transformieren, indem EXLs fortschrittliche Daten- und KI-F盲higkeiten mit der Contact Center as a Service-Plattform von Genesys integriert werden.
Als Premium-Partner von Genesys AppFoundry wird EXL die Plattform mit echtzeitnahen, ganzheitlichen Kundeninformationen aus Erst- und Drittanbieterdaten erweitern. Die L枚sung wird intelligentes Routing und Entscheidungen in verschiedenen Anwendungsf盲llen erm枚glichen, darunter Betrugserkennung, Beschwerdemanagement, Inkasso und Echtzeit-Erkennung von Verkaufschancen.
Die Zusammenarbeit richtet sich an mehrere Branchen, darunter Versicherungen, Banken, Gesundheitswesen und Einzelhandel, mit dem Fokus auf verbesserte Kundenerlebnisse durch KI-gesteuerte Personalisierung und vorausschauende Kundenbindung.
- Strategic partnership combining EXL's AI expertise with Genesys' cloud platform
- Enhanced customer insights through real-time, 360-degree view capabilities
- Potential for improved revenue through better identification of up-sell and cross-sell opportunities
- Multi-industry application across insurance, banking, healthcare, and retail sectors
- None.
Insights
EXL's partnership with Genesys combines AI capabilities with customer experience technology, potentially expanding market reach across multiple industries.
This strategic partnership between EXL and Genesys integrates complementary technological capabilities in the rapidly evolving customer experience market. EXL brings its data analytics and AI expertise while Genesys contributes its cloud-based contact center platform, creating a combined solution targeting enterprise-level customer engagement challenges.
The technical integration centers on embedding EXL's data and AI capabilities directly into the Genesys orchestration engine. This allows for the construction of 360-degree customer profiles that leverage both first-party and third-party data sources. The resulting system enables more sophisticated identification of customer intent, behavioral patterns, and life events鈥攃ritical signals that drive intelligent routing decisions.
From an implementation perspective, the partnership targets specific high-value use cases including fraud detection, complaint resolution, collections, dispute handling, and sales opportunity identification. This practical approach suggests the collaboration aims to deliver immediate operational value rather than just theoretical capabilities.
What's particularly notable is the cross-industry applicability, with specific mentions of insurance, banking, healthcare and retail implementations. This breadth indicates EXL is positioning this partnership to expand its market reach across multiple verticals simultaneously, rather than focusing on a single industry.
While the announcement lacks specific financial projections or implementation timelines, the emphasis on measurable business impact and operational efficiency suggests a focus on quantifiable ROI for potential enterprise clients. The partnership effectively combines Genesys' established presence in the contact center space with EXL's data science capabilities, potentially creating competitive differentiation in an increasingly crowded AI solutions marketplace.
EXL is a premium Genesys AppFoundry partner, bringing advanced data, AI, and domain expertise to the experience orchestration engine
NEW YORK, July 30, 2025 (GLOBE NEWSWIRE) -- EXL (NASDAQ: EXLS), a global data and AI company, and Genesys庐, a global cloud leader in AI-powered experience orchestration, announced a collaboration to transform customer engagement and business operations across industries. By combining EXL鈥檚 advanced data, AI and domain expertise with Genesys鈥� 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鈥檚 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鈥攊ncluding fraud detection, complaint resolution, collections, dispute handling, account opening, and real-time identification of up-sell and cross-sell opportunities鈥攐ptimizing both service efficiency and revenue capture for various industries.
鈥淭oday鈥檚 customers don鈥檛 just want better experiences 鈥� they demand seamless, intuitive interactions powered by real-time intelligence,鈥� said Anand 鈥淎ndy鈥� Logani, chief digital and AI officer at EXL. 鈥淏y bringing together EXL鈥檚 data-driven expertise and agentic solutions with the Genesys Cloud platform, we鈥檙e enabling companies to transform customer engagement and deliver measurable, lasting impact.鈥�
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.
鈥淓nterprises need to move beyond traditional marketing tactics and embrace AI-driven, data-first approaches,鈥� said David Porter, managing director banking, finance services, and insurance at Genesys. 鈥淧artnering with EXL allows us to bring our industry-leading AI capabilities to a broader audience, helping institutions enhance customer journeys with precision and agility.鈥�
The joint offering empowers enterprises across industries 鈥� including insurance, banking, healthcare and retail 鈥� to unlock greater engagement, satisfaction, and long-term loyalty through intelligent personalization and predictive engagement.
To learn how EXL and Genesys can help empower your organization visit, .
About EXL
贰齿尝听(狈础厂顿础蚕: EXLS) is a global data and AI company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world鈥檚 leading corporations in industries including insurance, healthcare, banking and capital markets, retail, communications and media, and energy and infrastructure, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have approximately 61,000 employees spanning six continents. For more information, visit .
About Genesys
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Cautionary Statement Regarding Forward-Looking Statements This press release contains forward-looking statements within the meaning of the United States Private Securities Litigation Reform Act of 1995. You should not place undue reliance on those statements because they are subject to numerous uncertainties and factors relating to EXL's operations and business environment, all of which are difficult to predict and many of which are beyond EXL鈥檚 control. Forward-looking statements include information concerning EXL鈥檚 possible or assumed future results of operations, including descriptions of its business strategy. These statements may include words such as 鈥渕ay,鈥� 鈥渨ill,鈥� 鈥渟hould,鈥� 鈥渂elieve,鈥� 鈥渆xpect,鈥� 鈥渁nticipate,鈥� 鈥渋ntend,鈥� 鈥減lan,鈥� 鈥渆stimate鈥� or similar expressions. These statements are based on assumptions that we have made in light of management's experience in the industry as well as its perceptions of historical trends, current conditions, expected future developments and other factors it believes are appropriate under the circumstances. You should understand that these statements are not guarantees of performance or results. They involve known and unknown risks, uncertainties and assumptions. Although EXL believes that these forward-looking statements are based on reasonable assumptions, you should be aware that many factors could affect EXL鈥檚 actual financial results or results of operations and could cause actual results to differ materially from those in the forward-looking statements. These factors, which include our ability to maintain and grow client demand, our ability to hire and retain sufficiently trained employees, and our ability to accurately estimate and/or manage costs, rising interest rates, rising inflation, recessionary economic trends, and ability to successfully integrate strategic acquisitions, are discussed in more detail in EXL鈥檚 filings with the Securities and Exchange Commission, including EXL鈥檚 Annual Report on Form 10- K. You should keep in mind that any forward-looking statement made herein, or elsewhere, speaks only as of the date on which it is made. New risks and uncertainties come up from time to time, and it is impossible to predict these events or how they may affect EXL. EXL has no obligation to update any forward-looking statements after the date hereof, except as required by applicable law.
Media Contacts:
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Genesys, External Communications
FAQ
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