Genesys, a leading company in AI-powered customer experience technology, has announced it will receive a combined investment of $1.5 billion from Salesforce and ServiceNow, with both tech giants contributing equally to the funding. This major infusion is seen as a testament to Genesys’s growing role as a key platform for enterprises seeking advanced solutions to orchestrate customer journeys and drive engagement worldwide. With the transaction, the proceeds are earmarked to buy back shares from current equity holders, while investment firms Hellman & Friedman and Permira continue as the company’s primary owners.
The financial endorsement arrives as Genesys’s cloud-based offerings continue to see robust expansion. In the first quarter of its 2026 fiscal year, which ran from February to April 2025, Genesys reported an annual recurring revenue topping $2.1 billion, marking a year-over-year rise of over 35%. The company’s net revenue retention also remained strong, averaging over 120% for the preceding four quarters a clear sign of growing demand as organizations increasingly adopt AI-centric customer experience strategies.
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Tony Bates, Genesys chairman and CEO, described the deal as a significant vote of confidence in the company’s vision for end-to-end, AI-driven customer experience orchestration that delivers tangible business value from boosting customer loyalty to enhancing revenue and streamlining operational costs. He highlighted the importance of “agentic AI,” or AI-powered systems capable of independently handling customer needs, and pointed to Salesforce and ServiceNow’s involvement as evidence of the industry’s embrace of more connected and autonomous user experiences.
Leaders from Salesforce and ServiceNow emphasized the investment’s importance in strengthening partnerships and driving faster innovation. According to David Schmaier, president and chief strategy officer at Salesforce, the collaboration will allow both companies to better integrate their products, bringing powerful AI-driven customer support and management features to clients across digital and voice channels. Similarly, Amit Zavery, who serves as ServiceNow’s executive vice president and chief product officer, said the partnership advances their shared vision for intelligent, enterprise-wide orchestration of customer journeys, allowing solutions to anticipate and personalize customer demands at scale.
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The investment enhances the integration of Genesys’s platform with the unique capabilities of Salesforce and ServiceNow. Their joint projects such as CX Cloud, which links Genesys Cloud with Salesforce’s Service Cloud, and Unified Experience, which fuses Genesys Cloud with ServiceNow’s Customer Service Management workflow help organizations unify data, agents, and communication for more seamless and personalized customer as well as employee experiences. The investment is expected to close by the end of Genesys’s 2026 fiscal year, pending standard approvals.
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