Genesys Secures $1.5 Billion Strategic Investment from Salesforce and ServiceNow to Accelerate AI-Powered Customer Experience Orchestration
Genesys®, a global leader in AI-powered experience orchestration, has announced a landmark $1.5 billion investment from Salesforce and ServiceNow, with each company committing an equal share. This significant financial commitment underscores the growing importance of agentic AI in transforming customer experiences (CX) and solidifies Genesys as a strategic platform for enterprises worldwide. The proceeds from this investment will be used to repurchase shares from the company’s existing equity holders, with Hellman & Friedman and Permira remaining the majority equity owners.
The Genesys Cloud™ platform has experienced remarkable growth, driven by organizations seeking to revolutionize their CX strategies through AI. In the first quarter of its fiscal year 2026 (February 1 – April 30, 2025), the platform reached nearly $2.1 billion in annual recurring revenue (ARR), reflecting year-over-year growth of over 35%. Additionally, the platform achieved an average quarterly net revenue retention (NRR) exceeding 120% over the past four fiscal quarters, demonstrating strong customer loyalty and consistent value delivery.
Strengthening Global Partnerships for the AI Era
This investment deepens Genesys’ partnerships with Salesforce and ServiceNow, two industry leaders at the forefront of digital transformation. Together, these collaborations aim to accelerate the adoption of agentic AI and redefine the future of customer experience orchestration. By integrating advanced AI capabilities into their respective platforms, Genesys, Salesforce, and ServiceNow are empowering businesses to deliver seamless, personalized, and emotionally intelligent customer journeys across every touchpoint.
“Genesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that drives loyalty, grows revenue, and reduces 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 customer experiences.”
A Unified Vision for AI-Powered Customer Experiences
Salesforce and ServiceNow have both expressed enthusiasm about the expanded partnership and its potential to transform customer service in the age of AI.
“This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital,” said David Schmaier, president and chief strategy officer at 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 centers and customer experiences.”
Similarly, Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow, highlighted the shared vision for the agentic enterprise: “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, personalize at scale, and deliver measurable outcomes.”
Driving Innovation with Genesys Cloud
The Genesys Cloud platform is designed to empower organizations to increase customer loyalty and employee productivity while driving revenue growth and reducing operational costs. By offering essential agentic, conversational, generative, and predictive AI capabilities, Genesys Cloud enables businesses to differentiate themselves through smarter, more autonomous CX strategies. These innovations deliver efficient, effective, and emotionally intelligent experiences that resonate with today’s discerning customers.
The platform’s ability to integrate seamlessly with Salesforce and ServiceNow solutions amplifies its impact. For example:
- CX Cloud from Genesys and Salesforce: This unified AI-powered solution combines Genesys Cloud with Salesforce Service Cloud, helping global enterprises and midsize businesses unify their data, agents, and communication channels. The result is smarter, end-to-end customer and employee experiences that drive satisfaction and operational efficiency.
- Unified Experience from Genesys and ServiceNow: This turnkey, AI-powered integration brings together Genesys Cloud and ServiceNow’s Customer Service Management (CSM) workflow. It unifies customer service teams under a single desktop, centralizes routing across departments and channels, and optimizes workforce engagement to deliver more personalized customer experiences and simplified employee workflows.
A Strategic Move for Long-Term Growth
The $1.5 billion investment not only strengthens Genesys’ position as a leader in AI-powered experience orchestration but also positions the company to capitalize on the growing demand for agentic AI solutions. As businesses increasingly prioritize connected, autonomous customer experiences, Genesys is uniquely equipped to meet these needs through its robust platform and strategic partnerships.
The transaction is expected to close by the end of Genesys’ fiscal year 2026, subject to customary closing conditions. Goldman Sachs and J.P. Morgan Securities LLC served as financial advisors to Genesys, while Skadden, Arps, Slate, Meagher & Flom LLP provided legal counsel.
About Salesforce
Salesforce helps organizations of any size reimagine their business with AI. Agentforce – the first digital labor solution for enterprises – seamlessly integrates with Customer 360 applications, Data Cloud, and Einstein AI to create a limitless workforce, bringing humans and agents together to deliver customer success on a single, trusted platform. Visit www.salesforce.com for more information.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
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 their customers and employees. Through Genesys Cloud, the 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 platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
