EXL and Genesys collaborate to transform customer experiences with AI-driven insights

EXL, a global leader in data and AI, has entered into a strategic collaboration with Genesys®, a global cloud provider specializing in AI-driven experience orchestration. This partnership aims to redefine how organizations engage with customers and optimize business operations by integrating EXL’s deep data analytics and AI capabilities with the Genesys Cloud platform.

By embedding EXL’s real-time insights and domain expertise into Genesys’ advanced orchestration engine, enterprises will gain the tools needed to turn every customer interaction into a growth opportunity. Through a 360-degree view of the customer-enriched with both first-party and third-party data-organizations can identify key behavioral patterns, intent signals, and life events. This enables smarter decision-making and personalized interactions across various channels and touchpoints.

Use cases such as fraud prevention, dispute resolution, account opening, collections, and complaint management stand to benefit from this combined solution. Additionally, organizations can drive revenue growth by detecting real-time opportunities for cross-sell and up-sell-improving both service quality and operational efficiency.

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“Today’s customers don’t just want better experiences – they demand seamless, intuitive interactions powered by real-time intelligence,” said Anand “Andy” Logani, chief digital and AI officer at EXL. “By bringing together EXL’s data-driven expertise and agentic solutions with the Genesys Cloud platform, we’re enabling companies to transform customer engagement and deliver measurable, lasting impact.”

The collaboration between EXL and Genesys is designed to help enterprises shift from legacy marketing approaches to intelligent, AI-first customer strategies. By merging next-best-action AI models with omnichannel engagement tools, the joint solution empowers organizations to drive conversion, unlock business value faster, and enhance customer lifetime value-all while improving operational outcomes at scale.

“Enterprises need to move beyond traditional marketing tactics and embrace AI-driven, data-first approaches,” said David Porter, managing director banking, finance services, and insurance at Genesys. “Partnering with EXL allows us to bring our industry-leading AI capabilities to a broader audience, helping institutions enhance customer journeys with precision and agility.”

Together, EXL and Genesys are setting a new benchmark for intelligent customer experience solutions-where AI, data, and orchestration converge to deliver unmatched personalization, efficiency, and impact.