TLDR: Genesys, a leader in AI-Powered Experience Orchestration, has secured a $1.5 billion investment from Salesforce and ServiceNow. This funding will be used to repurchase shares from existing equity holders, with Hellman & Friedman and Permira remaining the majority shareholders. The investment aims to strengthen Genesys’s AI-powered orchestration capabilities and deepen partnerships with Salesforce and ServiceNow, enhancing platform integrations and advanced AI experiences for joint customers.
San Francisco, July 2, 2025 – Genesys, a global leader in AI-Powered Experience Orchestration, has announced a significant investment of $1.5 billion from industry giants Salesforce and ServiceNow. This strategic funding is primarily allocated for the repurchase of shares from existing equity holders, while Hellman & Friedman and Permira will maintain their positions as majority shareholders.
The investment underscores Genesys’s robust standing as a strategic customer experience (CX) orchestration platform and is set to further solidify its global partnerships with Salesforce and ServiceNow. Both Salesforce and ServiceNow have committed to investing an equal amount, building upon their existing collaborations, which include the CX Cloud from Genesys and Salesforce, and the Unified Experience from Genesys and ServiceNow.
This capital infusion is expected to facilitate the deeper integration of AI capabilities across various channels, encompassing both voice and digital interactions. The goal is to significantly enhance customer experiences and drive operational efficiencies within contact centers. Salesforce and ServiceNow have expressed enthusiasm for the opportunity to further integrate their products with Genesys, thereby supporting their shared customers in transforming their contact center operations and overall customer experiences.
The Genesys Cloud platform has demonstrated remarkable growth, achieving nearly $2.1 billion in annual recurring revenue (ARR) during the first quarter of the company’s fiscal year 2026, marking a 35% year-over-year increase. Furthermore, the platform has maintained a strong net revenue retention (NRR) of over 120% for the past four fiscal quarters.
The contact center market is currently experiencing significant growth, evidenced by recent notable acquisitions such as Nice acquiring Cognigy for nearly $1 billion. Genesys competes with other key players in the market, including Five9, Zoom, Amazon Connect, and Microsoft Dynamics Contact Center.
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The investment is anticipated to close by the end of Genesys’s fiscal year 2026, subject to customary closing conditions. Goldman Sachs and J.P. Morgan Securities LLC served as financial advisors for Genesys, with Skadden, Arps, Slate, Meagher & Flom LLP providing legal counsel. Laura Kaufmann Belkhayat, Brett Fleisher, and Allison Schneirov led the Skadden team representing Genesys in this transaction.
