Why Salesforce & ServiceNow Invested US$1.5bn in Genesys' AI

Genesys is a global cloud leader in AI-power, delivering experiences through powerful solutions, services and partnerships, with the aim to help businesses create smarter interactions at scale. 

The company recently announced a US$1.5bn investment commitment from Salesforce and ServiceNow.

Genesys says that this milestone reinforces the strength of the company as a strategic platform and deepens its global partnerships with Salesforce and Servicenow. 

Tony Bates, Chairman and CEO of Genesys says “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.”

What will the investment do?

The investment will transform the Genesys Cloud CX strategies using AI to accelerate growth.

The expanded investment will build on two key areas: 

• CX Cloud from Genesys and Salesforce which integrates both companies cloud services creating a unified AI-powered customer experience. The solution helps customers unify data,agents and communication channels with the aim to provide smarter end-to-end customer and employee experiences
• Unified Experience from Genesys and ServiceNow provides AI powered solutions to centralise routing across departments and channels, aiming to optimise workforce engagement for more personalised customer experiences and simplifying work for employees

David Schmaier, President and Chief Strategy Officer, Salesforce says “This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital.”

 “As leaders in our respective markets, we’re excited to further integrate our products and help redefine what’s possible in this new AI era, supporting our joint customers as they transform their contact centres and customer experiences.”

“Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences,” said Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow. 

“Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalise at scale and deliver measurable outcomes.”

What is Genesys doing to be more sustainability 

The company says it organically reduced greenhouse gas emissions by 13% in 2024, with the goal of being carbon neutral by 2050.

Also working with 16 million conservations, alongside charities and people in need powered by Genesys Cloud. 

The company notes that a key move towards achieving carbon neutrality was in its continued expansion of customer access to more energy efficient cloud services, mainly via using Amazon Web Services and investments in carbon credits to cover residual emissions. 

Genesys utilises AI to balance innovation with responsibility.

In 2025 the company has outlined more robust Sustainability Ethics Guidelines to help ensure that AI systems are developed and used responsibly. 

Bridgette Bell McAdoo, Chief Sustainability Officer, Genesys said on Linkedin: “Salesforce and Service now makes a US$1.5B investment in Genesys. 

“This strengthens Genesys’ role in orchestrating intelligent, AI-powered experiences that deliver sustainable outcomes from reducing operational complexity to improving customer satisfaction at scale.

“For sustainability leaders, it's a reminder that efficient, anticipatory systems are key to scaling responsibly.

“I’m proud to be part of an organisation that is proving what’s good for customers and employees can also be good for the business and our planet.”