Genesys has raised $580m in funding, valuing the business at $21bn.
The round was led by Salesforce and included investment from Zoom and ServiceNow.
Tony Bates, CEO and Chairman of Genesys, said: “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.
“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 cash injection will be used to “accelerate the company’s leadership in the ‘experience as a service’ market globally”.
The firm claimed to have 7,000 customers worldwide including 17 of the top 20 Fortune 500 businesses.
It announced the completion of its acquisitions of Pointillist and Exceed.ai last week.
John Somorjai, EVP of Corporate Development and Salesforce Ventures at Salesforce, said: “Customer expectations continue to rise exponentially around personalized, empathetic, and connected experiences.
“We believe our investment in Genesys will not only help accelerate the company’s success but the success of our joint customers.”
Zoom and Genesys announced a partnership last year that sees Genesys Cloud CX integrated with Zoom Phone and Zoom Meetings.
Zoom has also invested in other partners this year: Neat and DTEN.
The firm has also made clear its intentions to move further into the customer experience space with a failed acquisition of Five9 and the announcement of Zoom Video Engagement Center.
Other investors in the latest Genesys round include BlackRock and D1 Capital Partners.
