Genesys Secures $1.5 bn Investment from Salesforce and ServiceNow to Boost AI-Powered CX
Genesys plans to deepen integration with Salesforce and ServiceNow through its CX Cloud and Unified Experience solutions.
Customer experience leader Genesys has announced a $1.5 billion investment from tech heavyweights Salesforce and ServiceNow, reinforcing strategic partnerships and accelerating innovation in unified contact center (CCaaS) and CRM platforms.
While a portion of the funding will go toward repurchasing shares from existing equity holders, private equity firms Hellman & Friedman and Permira will retain majority ownership.
Genesys plans to deepen integration with Salesforce and ServiceNow through its CX Cloud and Unified Experience solutions, embedding contact center capabilities into Salesforce Service Cloud and ServiceNow’s Customer Service Management platforms.
“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.”
David Schmaier, President and Chief Strategy Officer at Salesforce, added: “This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital.”
With annual recurring revenue (ARR) surpassing $2 billion, Genesys has been at the forefront of cloud migration and CRM-CCaaS convergence. This funding also gives Genesys flexibility to grow without rushing into an IPO, which it paused in March 2025.
Amit Zavery,President, CPO, & COO at ServiceNow emphasized: “Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences.”
Earlier this year, ServiceNow officially deepened its push into the customer relationship management (CRM) space, unveiling a wave of AI-powered capabilities at its Knowledge 2025 conference—directly challenging Salesforce.
The move follows its $3 billion acquisition of AI platform Moveworks and marks a significant shift from IT service management to a more expansive AI-driven business transformation platform.
Salesforce, too, has been on an acquisition spree this year, most notably with the $8 billion acquisition of Informatica.
