The Next Frontier of AI: Enabling AI Agents to Get Work Done Across the Enterprise

Enabling organizations to turn intent into outcomes is one of the reasons we recently acquired Pinkfish, a leading agentic workflow orchestration company.

We wanted to help enterprises address one of the biggest obstacles to agentic orchestration: fragmented technology environments where the systems, data and workflows required to drive outcomes remain disconnected and difficult to coordinate.

As AI agents become more capable, enterprise connectivity is becoming a strategic requirement, rather than a technical implementation detail. AI agents need a consistent way to discover tools, access information and take action across enterprise systems while maintaining governance and control.

Pinkfish brings broad enterprise connectivity and workflow automation capabilities to the Genesys Cloud™ platform, including access to more than 500 integrations and 25,000 MCP tools across CRM, ERP, IT, HR, order management, billing and other business applications. These capabilities will expand the MCP ecosystem within Genesys Cloud.

MCP is becoming increasingly important because it provides a standardized way for AI agents to discover, access and use enterprise tools. Rather than relying on custom integrations for every application and workflow, organizations can expose business capabilities through a common interface that AI agents can securely access. This simplifies integration and improves interoperability, governance and scalability as organizations deploy more agents.

For organizations pursuing agentic orchestration, that matters.

For example, when a customer contacts a retailer about a delayed order, an AI agent should be able to do more than explain the problem. It should be able to verify the order, evaluate shipping options, understand the customer account, apply an approved service credit, upgrade delivery and notify the customer while operating within defined business guardrails. That is the type of outcome-driven experience organizations are increasingly looking to deliver.

Just as importantly, natural language-driven workflow automation lowers the barrier to creating sophisticated AI-powered workflows. Instead of relying on scarce technical resources and project prioritization to build and maintain integrations, organizations and business users can rapidly create, adapt and manage workflows as business requirements evolve.