In a major development that highlights its leadership in AI-Powered Experience Orchestration, Genesys has secured $1.5 billion in new investment commitments from two global tech giants Salesforce and ServiceNow. Both companies will contribute equally, signaling strong confidence in Genesys’ vision for the future of customer experience (CX).

This strategic investment reinforces Genesys’ role as a go-to customer experience platform for enterprises worldwide. Moreover, it strengthens existing partnerships with Salesforce and ServiceNow. Genesys plans to use the funds mainly to buy back shares from existing investors, though Hellman & Friedman and Permira will still hold the majority ownership.

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Meanwhile, the Genesys Cloud platform continues its upward momentum. During Q1 of its fiscal year 2026 (Feb. 1 – April 30, 2025), it recorded nearly $2.1 billion in annual recurring revenue (ARR) a 35% increase year-over-year and achieved net revenue retention (NRR) above 120% over the past four quarters. It’s clear that organizations are increasingly turning to Genesys to modernize their customer experience strategies with next-generation AI solutions.

Tony Bates, Chairman and CEO of Genesys, emphasized the company’s role in delivering long-term enterprise value: “With agentic AI at the core, we’re enabling customer experiences that foster loyalty, drive revenue, and reduce costs. Support from Salesforce and ServiceNow highlights just how critical autonomous, connected customer experiences are becoming.”

Salesforce’s David Schmaier noted,“This investment deepens our collaboration with Genesys. Together, we’re redefining AI-driven customer engagement from voice to digital.”

ServiceNow’s Amit Zavery added, “Our shared vision for the agentic enterprise is becoming reality. With Genesys, we are making AI-powered customer journeys smarter, scalable, and outcomes-driven.”

Genesys Cloud delivers key capabilities in agentic, generative, predictive, and conversational AI empowering businesses to craft emotionally intelligent and efficient customer experiences.

In fact, both Salesforce and ServiceNow have already co-developed integrated solutions with Genesys:

  • CX Cloud (Genesys + Salesforce): Combines Genesys Cloud with Salesforce Service Cloud to unify data, agents, and channels for seamless, AI-driven experiences.
  • Unified Experience (Genesys + ServiceNow): Merges Genesys Cloud with ServiceNow CSM to streamline operations across departments with a unified desktop and optimized routing.

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The deal is expected to close by the end of Genesys’ fiscal year 2026, pending regulatory approvals. Goldman Sachs and J.P. Morgan advised Genesys, with legal counsel from Skadden, Arps, Slate, Meagher & Flom LLP.

FAQs

1. What is AI-Powered Experience Orchestration, and why is it important?

AI-Powered Experience Orchestration refers to the use of artificial intelligence to manage and optimize end-to-end customer journeys. It enhances personalization, predicts customer needs, and automates interactions leading to higher satisfaction, loyalty, and operational efficiency.

2. How does a customer experience platform like Genesys Cloud benefit enterprises?

Genesys Cloud empowers enterprises to unify their customer data, automate service workflows, and deliver emotionally intelligent experiences across all touchpoints. It supports scalability, enhances employee productivity, and reduces operational costs through AI-led orchestration.

3. What makes the Genesys-Salesforce-ServiceNow partnership unique?

The partnership integrates best-in-class CRM, workflow automation, and CX platforms. Together, they provide a unified solution that combines voice, digital, and workflow intelligence to transform customer engagement with real-time, AI-driven insights and automation.

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