Enterprise software giants Salesforce (CRM) and ServiceNow (NOW) are each investing about $750 million in Genesys Cloud Services Inc. This $1.5 billion investment shows strong support for Genesys’ AI-powered software for customer contact centers.
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Here’s How Genesys Plans to Use the Money
With this investment, Genesys aims to repurchase shares from existing equity holders, while Hellman & Friedman and Permira continue as majority owners. It also plans to strengthen integrations with Salesforce and ServiceNow to make customer experiences more automated and tailored.
Further, Genesys will expand its AI capabilities, focusing on agentic, generative, and predictive tools to help firms anticipate customer needs and improve service delivery.
This investment is expected to be finalized by the end of Genesys’ Fiscal 2026. JPMorgan Chase (JPM) and Goldman Sachs (GS) were the company’s advisors on the deal.
Benefits to CRM and NOW
This partnership comes as both Salesforce and ServiceNow share a vision of using AI to run customer service smoothly across all channels, creating what they call an “agentic enterprise.”
Also, it signals a push toward unified CRM and CCaaS platforms, blending Genesys’ contact center tech with Salesforce’s CRM and ServiceNow’s workflow automation.
Which Stock Is Better, CRM or NOW?
Using TipRanks’ Stock Comparison Tool, we compared CRM and NOW to see which stock analysts favor. ServiceNow stock carries a Strong Buy rating, while Salesforce is a Moderate Buy. At the same time, CRM stock has upside potential of 40.81%, whereas NOW has 25.76% upside.
