August 01, 2025
Salesforce and ServiceNow Pour $1.5B into Genesys to Advance AI-Driven CX Orchestration
Genesys has announced a $1.5 billion investment from Salesforce and ServiceNow, marking a significant expansion of its long-standing partnerships with both companies. Each investor is contributing an equal share, backing Genesys’s strategy to bring more autonomy and intelligence to customer service through agentic AI.
The investment comes as demand for Genesys Cloud continues to climb. The platform reached nearly $2.1 billion in annual recurring revenue in the first quarter of fiscal year 2026, up more than 35% from the previous year.
Genesys describes its platform as a system for experience orchestration, combining agentic, generative, conversational, and predictive AI to help companies deliver faster, more adaptive and emotionally attuned customer interactions.
Tony Bates, chairman and CEO of Genesys, said: “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. 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.”
The partnership with Salesforce has already produced CX Cloud, a joint solution that merges Genesys Cloud with Salesforce Service Cloud to unify customer data, agent workflows, and communication channels.
Meanwhile, Unified Experience, developed with ServiceNow, brings Genesys Cloud and ServiceNow’s customer service workflows together into a single AI-powered interface, streamlining operations and improving personalisation.
