August 05, 2025
EXL Partners with Genesys to Power Smarter, More Predictive Contact Centres
EXL and Genesys have announced a strategic partnership aimed at revolutionising customer engagement by combining EXL’s deep expertise in data and AI with Genesys’ powerful cloud-based experience orchestration platform. The collaboration will help businesses tap into real-time insights and deliver hyper-personalised, intelligent customer interactions across all channels.
“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.”
By integrating EXL’s advanced analytics into the Genesys Cloud platform, enterprises can create a dynamic, 360-degree view of the customer. This enables smarter routing, faster issue resolution, and better identification of customer needs—whether it’s preventing fraud, resolving complaints, or identifying opportunities for cross-selling. The result is better service, improved conversion, and greater customer lifetime value.
“Enterprises need to move beyond traditional marketing tactics and embrace AI-driven, data-first approaches,” said David Porter, managing director of 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.”
Executives from both companies emphasise that the future of CX lies in AI-powered, data-first strategies. With this joint solution, organisations across sectors like banking, insurance, healthcare, and retail can move beyond traditional service models and adopt a more predictive, personalised approach that drives business impact at scale.
