Salesforce and ServiceNow have collectively invested $1.5 billion into Genesys, a leading provider of cloud-based customer service solutions.
In a significant move announced in July 2025, Genesys, a leading provider of customer experience (CX) solutions, has secured a $1.5 billion joint investment from Salesforce and ServiceNow [1][2][3]. This funding aims to deepen the partnerships between these tech giants, focusing on enhancing AI-powered customer experience strategies.
The collaboration is set to expand integration and innovation across the platforms, delivering more autonomous, intelligent, and seamless customer experiences.
AI-Powered Experience Orchestration
At the heart of this partnership lies Genesys Cloud, a platform that leverages agentic, conversational, generative, and predictive AI capabilities to create smarter, autonomous customer experiences across all channels, blending voice and digital interactions [1][3][5].
Deeper Product Integration
The investment will lead to the integration of Genesys Cloud with Salesforce Service Cloud, unifying data and channels for customer support teams [2][3][4]. Additionally, Genesys Cloud will be integrated with ServiceNow Customer Service Management (CSM), enabling a single desktop experience with centralized routing and orchestration of workflows [2][3][4].
Focus on End-to-End Customer Fulfillment Workflows
The partnership will concentrate on end-to-end customer fulfillment workflows that span contact center operations, CRM systems, and middle/back-office processes to deliver anticipatory, personalized customer journeys at scale [1][2][3].
Strategic Vision
Executives from Salesforce and ServiceNow, such as David Schmaier and Amit Zavery, have emphasized the importance of enabling an “agentic enterprise” where AI platforms orchestrate personalized, predictive customer experiences that improve loyalty, revenue, and efficiency [1].
Genesys Growth and Market Position
Genesys Cloud is currently experiencing strong growth, with a 35% annual recurring revenue (ARR) growth and a reported $2.1 billion ARR in the first quarter of fiscal year 2026 [3][4]. The platform competes strongly in the cloud contact center market alongside players like NICE, Five9, and Amazon Connect [3][4].
In conclusion, the partnership aims to combine Genesys’s advanced AI-powered customer experience orchestration with Salesforce’s and ServiceNow’s CRM and service platforms to empower enterprises with more predictive, personalized, and automated customer journey management capabilities, driving both operational efficiency and enhanced customer loyalty [1][2][3][5].
The investment is expected to further strengthen the partnership between Genesys, Salesforce, and ServiceNow. Notably, Hellman & Friedman and Permira, Genesys's majority owners, will retain their controlling stakes after the share repurchase. However, no new information has been provided about the use of investment proceeds, share repurchase, or ARR, NRR, or AI capabilities of the Genesys Cloud platform.
[1] Salesforce Press Release: [Link to Press Release] [2] ServiceNow Press Release: [Link to Press Release] [3] Genesys Press Release: [Link to Press Release] [4] TechCrunch Article: [Link to Article] [5] Forbes Article: [Link to Article]
In this collaboration, Genesys's AI-powered customer experience orchestration will be integrated with Salesforce's CRM and ServiceNow's service platforms to foster more predictive, personalized, and automated business processes, merging technology with finance and enhancing the overall customer experience. The joint investment aims to strengthen the partnership between these tech giants and stabilize Genesys's market position in the competitive cloud contact center market.
