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Top Customer Experience Platform Genesys Raises $580 Million

With a valuation of $21 billion, the investment helps secure the experience management solution’s spot at the top of the market.

David Pepin

Industry-leading AI customer experience management solution Genesys has announced it has raised $580 million in a recent round of funding led by Salesforce Ventures. With additional participation from ServiceNow Ventures, Zoom Video Communications, BlackRock, and D1 Capital Partners, the funding raises Genesys’ total valuation to $21 billion. 

“Two years ago, we saw the challenge businesses faced in meeting the expectations of consumers and employees around digital experiences. We realised we had an opportunity to transform not only our company but the overall industry,” said Tony Bates, CEO and Chairman of Genesys.

“We believe this fundraise, including raising from leading strategic investors, validates the achievements we have made to date and will accelerate our continuing efforts to expand and realise the vast Experience as a Service market opportunity ahead.”

The company will plan to use the funding to further establish itself as a leader in the customer experience as a service global market. With the investment, Genesys can further develop its cloud, AI, workforce engagement, and contact center software solutions to better deliver personalized experiences to its enterprise customers. 

In the past few years, the company has released a number of new innovations that have resulted in overall company growth. Securing this new funding helps to accelerate the customer experience platform’s overall growth and maintain its position as a leader in the industry.

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Around the world, almost 7,000 organizations ranging from small businesses to enterprise corporations use the platform to optimize their customer and employee experiences.

Top brands such as Microsoft, Lenovo, PayPal, Ticketmaster, and Singapore Airlines trust the solution to drive sustainable ROI and create valuable customer relationships. 17 of the top 20 Fortune 500 companies use Genesys in their everyday business operations. 

“Customer expectations continue to rise exponentially around personalised, empathetic, and connected experiences,” said John Somorjai, EVP of Corporate Development and Salesforce Ventures at Salesforce. “We believe our investment in Genesys will not only help accelerate the company’s success but the success of our joint customers.”