Salesforce and ServiceNow invested $1.5 billion in Genesys, known for cloud-based contact centers. Their partnership, active for over a decade, aims at AI-powered experience orchestration. This investment indicates a long-term collaborative strategy rather than a pending sale, as private equity remains the majority shareholder. With expertise in customer experience and AI, Salesforce and ServiceNow are positioned to influence Genesys' strategic direction. Another related development includes NiCE acquiring Cognigy to enhance its AI capabilities alongside existing customer experience platforms.
Salesforce and ServiceNow invested $1.5 billion in Genesys, a customer experience vendor, signaling a long-term strategy for collaboration focused on AI-powered experience orchestration.
Genesys has evolved from being a pioneer of cloud-based contact centers to focusing on AI-powered experience orchestration, reflecting significant technological advancements in customer experience.
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