Genesys Raises $580M in Funding; at $21 Billion Valuation


Genesys, a San Francisco, CA-based cloud customer experience orchestration company, raised $580m in funding.

The round, which valued Genesys at $21 billion, was led by Salesforce Ventures with participation from other investors ServiceNow Ventures; Zoom Video Communications; funds and accounts managed by BlackRock, D1 Capital Partners and another large US-based West Coast mutual fund manager.

The company intends to use the funds to accelerate its leadership in the Experience as a Service market globally.

Led by Tony Bates, CEO and Chairman, Genesys provides a cloud based customer experience orchestration platform that allows organizations to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

The company recently introduced a multicloud architecture, delivered several hundred innovations across its customer experience platforms, released a new workforce engagement solution and launched the Genesys DXTM solution, a conversational artificial intelligence (AI) and digital experience product targeted at new sales and marketing audiences. Acquisitions also further enhanced the company’s capabilities in AI and experience orchestration.

Genesys has also introduced initiatives for system integrators, channel partners, technology partners and independent consultants that provide them with a programmatic path to business as part of the ecosystem.

Nearly 7,000 organizations around the world, including 17 of the top 20 Fortune 500 companies, now deliver customer or employee experiences with the platform.