Salesforce, ServiceNow Invest $1.5B in Genesys Cloud

Salesforce and ServiceNow are jointly investing $1.5 billion in Genesys, a leading AI-powered customer experience platform, with each contributing approximately $750 million. This investment aims to buy back shares from existing equity holders, while Hellman & Friedman and Permira remain the majority shareholders. Genesys Cloud has shown strong growth, reporting $2.1 billion in annual recurring revenue and a 35% year-over-year increase, driven by its AI-driven contact center software. The investment values Genesys at around $15 billion and strengthens its partnerships with Salesforce and ServiceNow, who already have integrated offerings with Genesys Cloud. Salesforce, with a market capitalization near $247 billion, continues to demonstrate robust financial health and growth in its enterprise cloud computing solutions, including its Customer 360 platform. The deal highlights the expanding contact center market and increasing demand for AI-enhanced customer service technologies.