The investment reinforces the strength of Genesys as the CX orchestration platform for all enterprises and deepens its partnerships with both Salesforce and ServiceNow.
Genesys has announced $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company agreeing to invest an equal amount. This reinforces the strength of Genesys as the CX orchestration platform for all enterprises and deepens its partnerships with both Salesforce and ServiceNow.
Proceeds from the investment will be used to repurchase shares from the company’s existing equity holders. Hellman & Friedman and Permira remain the company’s majority equity owners.
The Genesys Cloud platform has continued to see accelerated growth as organisations look to transform their CX strategies with AI.
“Genesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that can drive loyalty, grow revenue and reduce operating costs,” said Tony Bates, Chairman and CEO of Genesys.
“We’re proud to have the support of industry leaders like Salesforce and ServiceNow, and we believe this reflects growing momentum around agentic AI and the importance of connected, autonomous CXs.”
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“This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered CXs across every channel, from voice to digital,” said David Schmaier, President and Chief Strategy Officer, Salesforce.
“As leaders in our respective markets, we’re excited to further integrate our products and help redefine what’s possible in this new AI era, supporting our joint customers as they transform their contact centres and CXs.”
Amit Zavery, President, CPO, and COO at ServiceNow, said, “Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences.”
“Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalise at scale and deliver measurable outcomes.”
Genesys Cloud enables companies to increase customer loyalty and employee productivity, drive revenue growth and reduce operating costs.
Offering essential agentic, conversational, generative and predictive AI capabilities, Genesys Cloud helps organisations differentiate with smarter, more autonomous CX strategies that deliver efficient, effective and emotionally intelligent experiences.
Both Salesforce and ServiceNow have global partnerships with Genesys that help organisations orchestrate end-to-end customer journeys. The investment is expected to close by the end of the Genesys fiscal year 2026, subject to satisfaction of customary closing conditions.
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