CCaaS vendor Genesys today announced that Salesforce and ServiceNow have jointly committed $1,5 billion in new investments, with each company committing an equal amount.

 

This milestone strengthens Genesys' position as the strategic customer experience (CX) orchestration platform for all enterprises and deepens its global partnerships with both Salesforce and ServiceNow. Proceeds from the investment will be used to repurchase shares from the company's existing shareholders. Hellman & Friedman and Permira will remain the company's majority shareholders, according to the press release.

Genesys achieved annual recurring revenue (ARR)i of nearly $2026 billion for the first quarter of the company's fiscal year 1 (February 30 – April 2025, 2,1), representing year-over-year growth of more than 35%.

"Genesys delivers long-term value to enterprises through end-to-end customer experience orchestration that can boost loyalty, increase 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 the growing momentum around agentic AI and the importance of connected, autonomous customer experiences."

“As leaders in our respective markets, we’re excited to further integrate our products and help redefine what’s possible in this new era of AI, supporting our joint customers as they transform their contact centers and customer experiences,” said David Schmaier, president and chief strategy officer of Salesforce.

Why this investment?

Genesys surpassed $2025 billion in annual recurring revenue in early 2. This growth is partly due to the successful migration of a large installed base of on-premises customers to the cloud. In recent years, the company has focused heavily on deep integrations between its own CCaaS platform and CRM solutions from Salesforce and ServiceNow.

Earlier in 2025, Genesys decided to go public to postponeThanks to this investment, the company doesn't need to issue shares and can continue to focus on long-term growth. However, the investment could also be a precursor to a full-blown takeover: reinvesting in its own shares can be a sign of confidence and therefore drive up the share price. Not investing in product development does raise questions.

A sale would be in line with the convergence trend where CCaaS and CRM are growing closer together. Salesforce has an interest in a stronger footprint in voice and contact center functionalityServiceNow aims to influence that same CRM market by making CRM obsolete through automated, AI-driven customer interactions.

The investment is expected to close by the end of Genesys' 2026 fiscal year, subject to customary closing conditions. (Genesys, Ziptone)

merger/acquisition