Genesys wins $1.5Bn from Salesforce, ServiceNow amid agentic AI push
CALIFORNIA, UNITED STATES — Genesys, a global provider of AI-powered customer experience (CX), announced a $1.5 billion investment from Salesforce and ServiceNow, with each company contributing equally. It strengthens strategic ties between the three firms and positions Genesys as a central platform in the emerging era of agentic AI.
The capital from the tech giants will be used to repurchase shares from existing equity holders, although private equity firms Hellman & Friedman and Permira will remain majority owners.
“Genesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that can drive loyalty, grow revenue and reduce operating costs,” said Tony Bates, chairman and CEO of Genesys.
“We’re 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.”
Investment expands AI integration across Salesforce, ServiceNow platforms
Headquartered in California, Genesys serves over 8,000 organizations across 100+ countries with its flagship product, Genesys Cloud. The platform offers conversational, generative, predictive, and agentic AI to power smarter, more personalized interactions.
The business process outsourcing (BPO) firm hit $2.1 billion in annual recurring revenue (ARR) in Q1 FY2026, growing over 35% year-on-year with net revenue retention above 120%.
From rank #27 in 2024, Genesys placed #25 in OA500 2025, an objective index of the world’s top 500 outsourcing companies.
The investment deepens existing integrations:
- CX Cloud, a joint solution from Genesys and Salesforce, merges Genesys Cloud with Salesforce Service Cloud to unify customer data and communication.
- Unified Experience, developed with ServiceNow, connects Genesys Cloud to ServiceNow’s Customer Service Management system for streamlined, AI-driven workflows.
Salesforce President and Chief Strategy Officer David Schmaier noted, “This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital.”
Amit Zavery, COO at ServiceNow, added, “Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences.”
Salesforce and ServiceNow amp up AI competition
The investment comes amid rising competitive tension between Salesforce and ServiceNow. Both firms have signaled ambitions to expand into each other’s core markets—Salesforce into IT service management and ServiceNow into customer relationship management (CRM).
While the rivalry simmers, the $1.5 billion vote of confidence in Genesys signals both companies’ commitment to leveraging AI to transform enterprise customer service. It also sets the stage for more aggressive innovation and possible acquisitions in the CX and AI space.
Genesys was advised by Goldman Sachs and J.P. Morgan Securities LLC, with legal counsel from Skadden, Arps, Slate, Meagher & Flom LLP. The transaction is expected to close by the end of Genesys’ FY2026.
