$580mn Round Values Genesys at $21bn

Genesys said the funds would be used to accelerate its leadership position in the experience-as-a-service market

2
$580mn Round Values Genesys at $21bn
Contact CentreLatest News

Published: December 6, 2021

William Smith

Cloud contact centre company Genesys has announced its latest round of funding. 

The company’s offering extends beyond the contact centre to broader customer experience solutions such as workforce engagement, conversational AI and experience orchestration – an approach which has led to a doubling in its cloud and subscription booking year-over-year in the first half of FY2022. 

The company’s latest $580mn round was led by Salesforce Ventures, alongside ServiceNow Ventures, Zoom Video Communications, BlackRock, D1 Capital Partners and others. The round valued the company at $21bn. 

“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.” 

Genesys said the funds would be used to accelerate its leadership position in the experience-as-a-service market. 

“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.” 

The news comes just after the company announced the completion of its acquisitions of two companies, Pointillist and Exceed.ai – the former offering customer journey analytics software, the latter a provider of a conversation engine that engages with inquiries from sales leads. 

“Consumer loyalty is more difficult to develop and keep than ever before, leading companies to increasingly develop experiences that are a business advantage,” said Tony Bates. “With Pointillist and Exceed.ai part of Genesys, our customers will be able to unify, enrich and orchestrate empathetic experiences across marketing, sales and service.” 

 

 

Conversational AIFinance
Featured

Share This Post