In a major strategic move, Genesys has secured $1.5 billion in new
funding from tech leaders Salesforce and ServiceNow. This investment not only
strengthens their existing partnerships but also sets the stage for the next
generation of unified Contact Center as a Service (CCaaS) and CRM solutions.
A
significant portion of this capital will be used to repurchase shares from
existing equity holders. However, leading private equity firms Hellman &
Friedman and Permira will continue as the majority stakeholders in Genesys.
At the same time, Genesys aims to channel a
part of the funding into expanding its joint CCaaS-CRM capabilities. The
company is doubling down on two innovative offerings it launched over the past
18 months:
- CX Cloud, developed in collaboration
with Salesforce
- Unified Experience, built alongside
ServiceNow
These
solutions seamlessly integrate Genesys' contact
center technologies into the Salesforce Service Cloud and
ServiceNow Customer Service Management (CSM) platforms, empowering support
teams with streamlined workflows and AI-powered tools.
Furthermore,
Genesys plans to accelerate investment in automating and orchestrating complete
customer journey workflows, extending from the front-end CX interface to
middle- and back-office systems.
Contact Center Technology
Insights : Fujitsu’s 1finityLaunches Globally: A Bold New Player In Global Network Solutions
Strategic
Partnerships Take Center Stage
Celebrating
the partnership, Tony Bates,
Chairman and CEO of Genesys, stated:
“We’re
excited to have Salesforce and ServiceNow in our corner. Their support shows
just how much momentum is building around agentic AI and the growing need for
seamless, intelligent customer experiences that work across every touchpoint.
Our unified CX orchestration drives customer loyalty, increases revenue, and
reduces operational costs.”
Notably,
this funding round follows a major milestone for Genesys earlier this year
becoming the first tech company to cross $2 billion in annual recurring revenue
(ARR) from its CCaaS business. A key driver of this achievement was its success
in migrating a large on-premise contact center base to the cloud.
A Lead in the
Unified CCaaS-CRM Race
Genesys
has clearly led the charge in combining CCaaS with CRM capabilities. Its early
moves with Salesforce and ServiceNow have now influenced major players like
AWS, Five9, and Vonage to follow suit.
Salesforce
expressed enthusiasm about deepening the partnership. David Schmaier,
President and Chief Strategy Officer at Salesforce, noted:
“This
investment enhances our ability to deliver AI-powered, omnichannel customer
experiences. By integrating our platforms more closely with Genesys, we’re
empowering businesses to transform their service strategies in this AI-first
era.”
As
the dominant force in CRM, holding a 20.7% market share (according to 2025 IDC
data), Salesforce clearly sees value in extending its ecosystem with Genesys.
At the same time, ServiceNow is just as confident driven by its bold ambition
to compete head-to-head with Salesforce.
Amit Zavery, President, CPO & COO of
ServiceNow, shared his vision:
“Our
investment accelerates the ‘agentic enterprise’ one where AI intelligently
orchestrates end-to-end customer experiences. Together with Genesys, we’re enabling
predictive, personalized, and results-driven service journeys.”
Contact Center Technology
Insights : Waypoint Ai Raises
$3.1m To Automate Escalations And Boost Engineering Productivity.
A Calculated
Pause on IPO
In
March 2025, Genesys pressed pause on its anticipated IPO. Instead, this funding
provides the flexibility to pursue long-term growth initiatives without the
pressure of quarterly earnings reports or public market scrutiny.
Rebecca
Wetteman, CEO & Principal Analyst at Valoir, offered her analysis to CX
Today:
“Both
Salesforce and ServiceNow are making bold moves to co-develop with Genesys.
This isn’t just a partnership it’s a strategic play. Given market uncertainty,
the investment also provides liquidity for Genesys’ investors while reinforcing
the importance of the voice channel.”
She
also pointed out that both tech giants have a history of investing in companies
they eventually acquire, further fueling speculation about Genesys’ future
trajectory.
Why Unified
CCaaS-CRM Matters Now
The
demand for integrated CCaaS and CRM platforms continues to surge. Genesys'
ability to embed voice, reporting, and control features directly into CRM
platforms eliminates friction in the agent experience. This integration reduces
the need for toggling between systems, simplifies management, and offers a
single number for customer support.
Following
the September 2023 launch of CX Cloud with Salesforce, competitors quickly
rolled out similar offerings highlighting Genesys’ influence in reshaping the
market.
And
the future looks even more promising. Genesys boasts a robust portfolio in
workforce engagement management (WEM), journey orchestration, and intelligent
routing. These features, layered into Salesforce and ServiceNow environments,
could offer unmatched value to contact centers eager to modernize their tech
stack.
However,
this also raises challenges for pureplay CCaaS providers, who must now compete
with more holistic, deeply integrated solutions.
Contact
Center Technology Insights : Wunderkind’s New
‘Build’ Framework Puts Control Back in Marketers’ Hands with Agentic AI
Integration Suite
The Takeaway: A
Powerful Trio Poised to Redefine CX
The
$1.5B investment marks more than a capital raise it signals a turning point in
customer experience innovation. With Salesforce and ServiceNow fully committed,
Genesys is well-positioned to drive the next wave of AI-powered, unified CX
platforms.
As
the race to dominate agentic AI and end-to-end CX orchestration heats up, this
trio is set to transform how enterprises engage, serve, and retain customers in
2025 and beyond.
To participate in our interviews,
please write to our Contact Center Tech Media Room at sudipto@intentamplify.com
