Genesys has secured $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company contributing equally.
The funding will be used to repurchase shares from existing equity holders, while Hellman & Friedman and Permira continue as the majority owners.
The investment marks a step forward in Genesys’ role as a global provider of AI-driven customer experience solutions and further strengthens its partnerships with Salesforce and ServiceNow.
Genesys Cloud, the company’s AI-powered platform, has seen continued momentum, reaching nearly $2.1 billion in annual recurring revenue in the first quarter of fiscal year 2026-a year-over-year increase of over 35%-with net revenue retention exceeding 120% for the past four quarters.
Tony Bates, chairman and CEO of Genesys, said, “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.”
Salesforce and ServiceNow already collaborate with Genesys on integrated solutions that aim to simplify and enhance customer and employee experiences.
The partnership with Salesforce has resulted in CX Cloud, a unified offering that merges customer experience and relationship management tools.
“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 centres and customer experiences.”
Meanwhile, the collaboration with ServiceNow has led to Unified Experience, which streamlines customer service operations through an integrated AI-powered platform.
Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow, concluded, “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.”
The transaction is expected to close by the end of Genesys’ fiscal year 2026, pending standard closing conditions. Financial advice for the deal was provided by Goldman Sachs and J.P. Morgan Securities LLC, with legal counsel from Skadden, Arps, Slate, Meagher & Flom LLP.
For more information about Genesys - visit the Genesys Website
About Genesys
Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations 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. Find out more about Genesys
Author: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 1st Aug 2025
Read more about - Latest News, Genesys
