Genesys has announced a significant investment of $1.5 billion from Salesforce and ServiceNow, with both companies contributing equally. This funding will primarily be used to repurchase shares from existing equity holders, while Hellman & Friedman and Permira maintain their status as majority owners.
This investment enhances Genesys' position as a leading provider of AI-driven customer experience solutions and strengthens its partnerships with Salesforce and ServiceNow. The company’s AI-powered platform, Genesys Cloud, has shown impressive growth, achieving nearly $2.1 billion in annual recurring revenue in the first quarter of fiscal year 2026, marking a year-over-year increase of over 35%. Additionally, it has maintained a net revenue retention rate exceeding 120% for the past four quarters.
Tony Bates, chairman and CEO of Genesys, expressed pride in the support from Salesforce and ServiceNow, highlighting the growing importance of agentic AI and connected customer experiences. The collaboration with Salesforce has led to the creation of CX Cloud, a unified platform that integrates customer experience and relationship management tools.
David Schmaier, Salesforce's president and chief strategy officer, emphasized that this investment will deepen their partnership with Genesys, enabling the delivery of AI-assisted customer experiences across various channels. He noted the excitement around redefining possibilities in the AI era, particularly in transforming contact centers.
Similarly, the partnership with ServiceNow has resulted in Unified Experience, which enhances customer service operations through an integrated AI platform. Amit Zavery, ServiceNow's president and chief product officer, stated that their investment in Genesys aligns with their vision for an agentic enterprise, where AI orchestrates comprehensive customer experiences.
The transaction is anticipated to close by the end of Genesys’ fiscal year 2026, subject to standard closing conditions. Financial advisory for the deal was provided by Goldman Sachs and J.P. Morgan Securities LLC, with legal counsel from Skadden, Arps, Slate, Meagher & Flom LLP.
Genesys serves over 8,000 organizations in more than 100 countries, focusing on improving customer loyalty and business outcomes through enhanced experiences. Its Genesys Cloud platform enables organizations to deliver personalized customer experiences at scale, driving growth and operational efficiency.
For more information about Genesys, visit their website.
