Salesforce and ServiceNow invest $1.5B in Genesys, a maker of AI-powered software for customer contact centers.

Salesforce and ServiceNow are investing $1.5 billion in Genesys, a company that provides AI-powered software for customer contact centers. The investment will be divided equally between the two companies. Genesys will use the funding to expand its product offerings and enhance its technology. The deal is expected to close in the second half of 2023.

San Francisco – July 31, 2025 — Genesys, a global leader in AI-Powered Experience Orchestration, has secured $1.5 billion in new investment commitments from Salesforce and ServiceNow. The investment will be divided equally between the two companies, with each contributing $750 million [1].

The investment is expected to close by the end of Genesys’ fiscal year 2026, subject to customary closing conditions [1]. The funds will be used to repurchase shares from the company’s existing equity holders, with Hellman & Friedman and Permira remaining the majority equity owners [1].

Genesys Cloud, the AI-Powered Experience Orchestration platform, has shown significant growth. During the first quarter of the company’s fiscal year 2026 (February 1 – April 30, 2025), the platform reached nearly $2.1 billion in annual recurring revenue (ARR), representing a year-over-year growth of 35% [1]. The platform’s average quarterly net revenue retention (NRR) exceeded 120% for the last four fiscal quarters [1].

The investment builds on existing partnerships between Genesys and Salesforce, as well as ServiceNow. The CX Cloud from Genesys and Salesforce integrates Genesys Cloud and Salesforce Service Cloud, while the Unified Experience from Genesys and ServiceNow combines Genesys Cloud and ServiceNow Customer Service Management [1].

Salesforce and ServiceNow’s investments aim to enhance Genesys’ capabilities and support its mission to deliver smarter, more autonomous customer experiences. The companies have expressed excitement about the potential of AI-assisted and agentic AI-powered customer experiences [1].

Separately, Five9, a competitor in the contact center market, reported second quarter revenue of $283.3 billion, up 12% from a year ago, with net income of $1.2 million. The company projected 2025 revenue between $1.1435 billion to $1.1495 billion [2].

References:
[1] https://www.genesys.com/company/newsroom/announcements/genesys-announces-1-5-billion-investment-by-salesforce-and-servicenow
[2] https://www.constellationr.com/blog-news/insights/servicenow-salesforce-invest-15-billion-genesys-five9-ceo-retires