Genesys, a global leader in AI-powered experience orchestration, announced today that it has secured a $1.5 billion investment from Salesforce and ServiceNow. Each company will contribute an equal amount, reinforcing their strategic partnerships with Genesys and its position as a key customer experience (CX) platform for enterprises worldwide.
The investment proceeds will be used to repurchase shares from existing equity holders. The company’s majority owners, Hellman & Friedman and Permira, will retain their controlling stakes.
Momentum: The Genesys Cloud platform has seen accelerated growth, driven by a surge in demand for AI-powered CX strategies. The platform reached nearly $2.1 billion in annual recurring revenue (ARR) during the first quarter of fiscal year 2026, representing more than 35% year-over-year growth. The company also reported an average quarterly net revenue retention (NRR) of more than 120% for the last four fiscal quarters.
Genesys Cloud, which offers essential agentic, conversational, generative, and predictive AI capabilities, helps organizations enhance customer loyalty, boost employee productivity, and drive revenue growth. The platform enables smarter, more autonomous CX strategies that deliver efficient and emotionally intelligent experiences.
Partnerships: This expanded investment builds on Genesys’s existing global partnerships with both Salesforce and ServiceNow:
CX Cloud from Genesys and Salesforce: This unified AI-powered solution integrates Genesys Cloud and Salesforce Service Cloud. It helps customers centralize their data, agents, and communication channels for smarter, end-to-end customer and employee experiences.
Unified Experience from Genesys and ServiceNow: This integrated solution combines Genesys Cloud and the ServiceNow Customer Service Management (CSM) workflow. It unifies customer service teams with a single desktop, centralizes routing, and optimizes workforce engagement.
The investment is expected to close by the end of Genesys’s fiscal year 2026, subject to customary closing conditions.
Advisors: Genesys was advised by Goldman Sachs and J.P. Morgan Securities as financial advisors and Skadden, Arps, Slate, Meagher & Flom as legal counsel.
KEY QUOTES:
“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. 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.”
Tony Bates, chairman and CEO of Genesys
“This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital. 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.”
David Schmaier, president and chief strategy officer, Salesforce
“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.”
Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow
