Genesys Cloud Services to receive US$1.5 billion for AI solution development
The Genesys Cloud Service is set to receive US$1.5 billion in new investment. The developer has attracted the attention of two American companies: Salesforce and ServiceNow. They are ready to invest in creating tools for contact centres.
From a market development perspective, the partnership between the companies is interesting. Salesforce and ServiceNow are competitors operating in the same corporate software sector. However, they are willing to put their rivalry aside to support a promising product. Genesys offers AI-based software designed to boost the efficiency of contact centres. According to Bloomberg, this investment will increase Genesys’ valuation to US$15 billion. The developer intends to use the funds to buy back some of its own shares. The key holders of Genesys securities are currently the American company Hellman & Friedman and the British company Permira.
Genesys offers software aimed at automating customer service processes. This tool uses artificial intelligence to perform important tasks. For instance, it independently plans communications and creates user profiles based on behaviour.
Like Salesforce and ServiceNow, these companies have increased their investment activity in recent years. They are mainly interested in AI:
1. Companies are introducing AI-based products, partly through acquiring developers.
2. These tools help them to stay competitive in the crowded corporate software market.
3. Competitors are expanding their offerings by providing AI agents that perform routine tasks.
Genesys’ investment reflects the company’s overall strategy of creating opportunities for customers through intelligent solutions.
About the company
Genesys has been operating in the software development market since 1990. During this time, it has created a wide range of products, including customer engagement solutions. Genesys was previously owned by the French company Alcatel-Lucent. In 2012, investment firm Permira acquired it for US$1.5 billion.
Interactive Intelligence joined Genesys in 2016. This acquisition allowed Genesys to create its own cloud platform. This attracted the attention of investors and increased the company’s valuation to US$3.8 billion. Consequently, Hellman & Friedman increased its stake in Genesys’ share capital.
In 2021, Salesforce participated in a financing round through its venture capital division, becoming a key investor. The company’s valuation subsequently rose to US$21 billion.
Throughout its history, Genesys has been actively developing and expanding its product line. One of the main areas of focus in recent years has been AI agents. Growing interest in these solutions has attracted increased attention from investors.
