{"id":47423,"date":"2025-08-01T14:27:36","date_gmt":"2025-08-01T13:27:36","guid":{"rendered":"https:\/\/www.intelligentcio.com\/north-america\/?p=47423"},"modified":"2025-08-01T14:27:38","modified_gmt":"2025-08-01T13:27:38","slug":"genesys-secures-1-5-billion-investment-from-salesforce-and-servicenow-to-boost-ai-powered-cx-orchestration","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/north-america\/2025\/08\/01\/genesys-secures-1-5-billion-investment-from-salesforce-and-servicenow-to-boost-ai-powered-cx-orchestration\/","title":{"rendered":"Genesys secures $1.5 billion investment from Salesforce and ServiceNow to boost AI-powered CX orchestration"},"content":{"rendered":"\n<p><em>Salesforce and ServiceNow are investing $1.5 billion in Genesys to strengthen global partnerships and accelerate agentic AI-powered customer experience orchestration.<\/em><\/p>\n\n\n\n<p>Genesys has announced $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company agreeing to invest an equal amount.<\/p>\n\n\n\n<p>The investment is expected to close by the end of the Genesys fiscal year 2026 &#8211; subject to satisfaction of customary closing conditions.<\/p>\n\n\n\n<p>This milestone reinforces the strength of Genesys as the strategic customer experience (CX) orchestration platform for enterprises and deepens its global partnerships with both Salesforce and ServiceNow. Proceeds from the investment will be used to repurchase shares from the company\u2019s existing equity holders. Hellman &amp; Friedman and Permira remain the company\u2019s majority equity owners.<\/p>\n\n\n\n<p>The Genesys Cloud platform has continued to see accelerated growth as organisations look to transform their CX strategies with AI. The platform reached nearly $2.1 billion annual recurring revenue (ARR) during the first quarter of the company\u2019s fiscal year 2026 (1 February \u2013 30 April 2025), representing year-over-year growth of more than 35% and average quarterly net revenue retention (NRR) exceeding 120% for the last four fiscal quarters.<\/p>\n\n\n\n<p>\u201cGenesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that can drive loyalty, grow revenue and reduce operating costs,\u201d said Tony Bates, Chairman and CEO, Genesys.<\/p>\n\n\n\n<p>\u201cWe\u2019re 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.\u201d<\/p>\n\n\n\n<p>\u201cThis investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel from voice to digital,\u201d said David Schmaier, President and Chief Strategy Officer, Salesforce.<\/p>\n\n\n\n<p>\u201cAs leaders in our respective markets we\u2019re excited to further integrate our products and help redefine what\u2019s possible in this new AI era, supporting our joint customers as they transform their contact centres and customer experiences.\u201d<\/p>\n\n\n\n<p>\u201cOur investment in Genesys accelerates our vision for the agentic enterprise where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences,\u2019 said Amit Zavery, President, Chief Product Officer and Chief Operating Officer, ServiceNow.<\/p>\n\n\n\n<p>\u201cTogether, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalise at scale and deliver measurable outcomes.\u201d<\/p>\n\n\n\n<p>Genesys Cloud, the AI-powered Experience Orchestration platform, enables companies to increase customer loyalty and employee productivity, drive revenue growth and reduce operating costs. Offering agentic, conversational, generative and predictive AI capabilities, Genesys Cloud helps organisations differentiate with smarter, more autonomous CX strategies that deliver efficient, effective and emotionally intelligent experiences.<\/p>\n\n\n\n<p>Both Salesforce and ServiceNow have global partnerships with Genesys that help organisations orchestrate end-to-end customer journeys. This expanded investment builds on:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>CX Cloud from Genesys and Salesforce<\/em>: a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud and Salesforce Service Cloud. The solution helps customers spanning global enterprises to midsize businesses to unify their data, agents and communication channels for smarter end-to-end customer and employee experiences.<\/li>\n\n\n\n<li><em>Unified Experience from Genesys and ServiceNow<\/em>: an integrated solution that combines Genesys Cloud and the ServiceNow Customer Service Management (CSM) workflow. The turnkey AI-powered solution unifies customer service teams through a single desktop, centralises routing across departments and channels and optimises workforce engagement for more personalised customer experiences and simplified employee experiences.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce and ServiceNow are investing $1.5 billion in Genesys to strengthen global partnerships and accelerate agentic AI-powered customer experience orchestration. Genesys has announced $1.5 billion in new investment commitments from Salesforce and ServiceNow, with each company agreeing to invest an equal amount. The investment is expected to close by the end of the Genesys fiscal [&hellip;]<\/p>\n","protected":false},"author":58,"featured_media":47424,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6936,1134,43],"tags":[7913,226,153,8965,962,965,8964,221,8966,1650,2959,1504,85],"class_list":["post-47423","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","category-customer-experience","category-top-stories","tag-agentic-ai","tag-ai","tag-artificial-intelligence","tag-contact-centre","tag-customer-experience","tag-cx","tag-cx-orchestration","tag-digital-transformation","tag-experience-orchestration","tag-genesys","tag-investment","tag-salesforce","tag-servicenow"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/47423","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/comments?post=47423"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/47423\/revisions"}],"predecessor-version":[{"id":47425,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/47423\/revisions\/47425"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/media\/47424"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/media?parent=47423"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/categories?post=47423"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/tags?post=47423"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}