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Genesys Announces $1.5 Billion Investment by Salesforce and ServiceNow

Genesys announced $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company agreeing to invest an equal amount.

This milestone reinforces the strength of Genesys as the strategic customer experience (CX) orchestration platform for all enterprises and deepens its global 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 organizations 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 customer experiences.”

“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, 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.”

“Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences,” said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. “Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalize at scale and deliver measurable outcomes.”

Genesys Cloud, the AI-Powered Experience Orchestration platform, 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 organizations 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 organizations around the world orchestrate end-to-end customer journeys. This expanded investment builds on:

  • CX Cloud from Genesys and Salesforce: a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud and Salesforce Service Cloud. The solution helps customers spanning global enterprises to midsize businesses to unify their data, agents and communication channels for smarter end-to-end customer and employee experiences.
  • Unified Experience from Genesys and ServiceNow: an integrated solution that combines Genesys Cloud and the ServiceNow Customer Service Management (CSM) workflow. The turnkey, AI-powered solution unifies customer service teams through a single desktop, centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.

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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Genesys Announces $1.5 Billion Investment by Salesforce and ServiceNow

Genesys announced $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company agreeing to invest an equal amount.

This milestone reinforces the strength of Genesys as the strategic customer experience (CX) orchestration platform for all enterprises and deepens its global 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 organizations 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 customer experiences.”

“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, 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.”

“Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences,” said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. “Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalize at scale and deliver measurable outcomes.”

Genesys Cloud, the AI-Powered Experience Orchestration platform, 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 organizations 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 organizations around the world orchestrate end-to-end customer journeys. This expanded investment builds on:

  • CX Cloud from Genesys and Salesforce: a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud and Salesforce Service Cloud. The solution helps customers spanning global enterprises to midsize businesses to unify their data, agents and communication channels for smarter end-to-end customer and employee experiences.
  • Unified Experience from Genesys and ServiceNow: an integrated solution that combines Genesys Cloud and the ServiceNow Customer Service Management (CSM) workflow. The turnkey, AI-powered solution unifies customer service teams through a single desktop, centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.

The investment is expected to close by the end of the Genesys fiscal year 2026, subject to satisfaction of customary closing conditions.

The Latest

Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...

For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...

Cloud migration was supposed to be a one-way door. For most enterprises, it turns out it isn't. Cloud data repatriation is a real and growing trend. A new survey ... finds that 89% of organizations plan to expand their on-premises infrastructure footprint over the next two years — and 75% have already moved at least some workloads back from public cloud in the past 24 months. The findings point to a broad rethinking of where data belongs ...

Over the past few years, large language models (LLMs) have revolutionized the software industry. Given their ability to excel at multi-step reasoning, LLMs have helped enterprises streamline workflows and adapt to the unknown. However, employing such models comes with sky-high costs, latency issues, and limited flexibility. In the realm of IT operations, it is generally wiser to employ smaller, domain-specific models instead ...

For years, DevOps teams operated under a simple assumption: collect enough telemetry, and you can find and fix any problem. That assumption is breaking down. Modern enterprises now operate across microservices, hybrid cloud environments, APIs, Kubernetes, and highly automated delivery pipelines. Releases happen continuously, dependencies shift constantly, and failures spread faster than teams can diagnose them ...

New Relic surveyed IT and engineering leaders from the media and entertainment (M&E) sector to understand what's working — and where challenges persist with their observability practices. The findings reveal how M&E organizations are navigating rising platform complexity, audience expectations, and AI-driven change. Below are five takeaways that stand out ...

Let me start with something I've seen play out more times than I can count. A team hits a wall with the cloud. Costs creep up, then spike. Performance starts to feel inconsistent. Someone in finance asks a simple question like "why did this double?" and nobody has a clean answer ... Maybe this isn't the right place for everything. That realization feels like a breakthrough, like you've identified the problem. In reality, you've just identified the starting line ...

In MEAN TIME TO INSIGHT Episode 24, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network observability tool sprawl ... 

In cloud-native systems, scaling is often as simple as moving a slider. For on-premise databases, the stakes are different. Over-provisioning hardware is expensive. Under-provisioning leads to performance bottlenecks that are difficult to fix once the equipment is in the rack ...

When most people think about cybersecurity, they picture firewalls, encryption, and access controls — technical tools designed to protect systems and data. But beneath the technology lies a deeper set of principles about trust, decision-making, and resilience ... The best leaders don't eliminate risk. They manage it intelligently. And in many ways, cybersecurity offers a surprisingly useful playbook for doing exactly that ...