Salesforce & ServiceNow Eye $1.5B Investment in Genesys

Salesforce Inc. and ServiceNow Inc. are reportedly in advanced discussions to make significant individual investments in Genesys Cloud Services Inc., a move that would see two major enterprise software competitors back the same company. Each of the technology giants is negotiating to inject approximately $750 million into Genesys, bringing the total prospective investment to an estimated $1.5 billion.

These potential capital infusions would value Genesys, a leading provider of AI-powered software for customer contact centers, at roughly $15 billion. The ongoing negotiations were disclosed by individuals familiar with the matter, who requested anonymity as the discussions are private.

Such a joint investment from direct rivals in the enterprise software space is uncommon, underscoring the perceived value and strategic importance of Genesys’s offerings. Genesys specializes in developing artificial intelligence-driven solutions designed to enhance customer service operations. Its software is widely adopted in contact centers globally, helping businesses manage customer interactions more efficiently through automation, intelligent routing, and personalized experiences.

For Genesys, securing substantial funding from two industry giants like Salesforce and ServiceNow could significantly bolster its resources for product development and market expansion, particularly within the rapidly evolving AI and customer experience sectors. This investment could further accelerate its innovation in AI-powered contact center technology, an area experiencing rapid growth as companies increasingly leverage artificial intelligence to improve customer satisfaction and operational efficiency.

For Salesforce and ServiceNow, the investments could represent strategic plays to gain exposure to or influence within the burgeoning contact center AI market. Both companies have extensive portfolios in enterprise software, and a stake in Genesys could complement their existing offerings by strengthening their ties to the critical customer service ecosystem.