Genesys Delivers Comprehensive Customer Engagement via WhatsApp
Genesys announces a new partnership with Meta to leverage WhatsApp on Genesys Cloud, integrating AI, voice, and messaging to provide more responsive and contextual customer engagement. This aims to offer a seamless and effortless experience for customers and businesses alike.
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- 📰 Published: May 8, 2026 at 20:00
- 🔍 Collected: May 8, 2026 at 11:31
- 🤖 AI Analyzed: May 8, 2026 at 11:48 (16 min after Collected)
SAN FRANCISCO — May 8, 2026 — Genesys®, a global cloud leader in AI-powered experience orchestration, today announced a new partnership with Meta to help organizations deliver more responsive and contextual customer engagement. By leveraging WhatsApp, a messaging app used by over 3 billion people worldwide, on Genesys Cloud, Genesys integrates voice, messaging, and AI to provide a more seamless and effortless experience for customers. The expansion of WhatsApp capabilities within Genesys Cloud™ enables businesses to seamlessly transition from messaging to voice calls while maintaining continuous and reliable customer experiences.
Louise Phillips, Vice President of Customer Care at Virgin Atlantic, stated:
"Customer inquiries are complex and often require nuanced understanding and precise judgment. Such responses can sometimes only be achieved through voice conversations. With customers now able to seamlessly move between messaging and voice calls on WhatsApp, customer relationships are further strengthened, and agents can respond flexibly in real-time according to customer needs. We believe that the integration of Genesys Cloud and WhatsApp will make these transitions more seamless and personal, delivering new value-added experiences for both customers and employees."
Integrated Environment for More Seamless Customer Engagement
As customer expectations rise, many companies are prioritizing an integrated, AI-powered approach that combines multiple communication channels and proactively anticipates customer needs in real-time to improve customer satisfaction. According to U.S. research firm Gartner, "By 2029, companies leveraging advanced AI capabilities within messaging apps will see a 50% improvement in customer engagement and ROI in proactive customer service through messaging channels."*
Genesys Cloud offers a comprehensive WhatsApp solution that integrates messaging, calls, and outbound engagement into a single AI-powered workspace. This allows businesses to seamlessly manage customer interactions from the first contact to problem resolution. Unlike standalone messaging solutions, Genesys Cloud integrates all interactions on a single orchestration engine that synchronizes data, workflows, and AI. This improves response speed and operational efficiency, enables continuous conversations, and contributes to strengthening customer relationships.
By utilizing WhatsApp in Genesys Cloud, businesses can further enhance customer engagement through voice interactions supported by both virtual agents and human agents. Voice messages enable asynchronous communication, while WhatsApp Business Calling provides real-time inbound and outbound voice capabilities, ensuring consistency across all interactions. This allows businesses to provide quick information and resolve issues without asking customers to switch channels, while also delivering more personalized experiences.
Genesys Cloud also supports various WhatsApp message formats, including images, carousels, interactive lists, and call-to-action buttons. Combined with conditional automated delivery and campaign orchestration, businesses can deploy proactive and highly engaging communications at scale. Furthermore, by utilizing Meta-approved templates, businesses can send notifications, reminders, and various updates, and customer responses are appropriately routed to virtual agents or human agents based on their intent.
Olivier Jouve, Chief Product Officer at Genesys, stated:
"Customers don't think in terms of channels; they want connected, seamless, and effortless support when they need it. With Genesys Cloud, businesses can connect at every touchpoint.
Louise Phillips, Vice President of Customer Care at Virgin Atlantic, stated:
"Customer inquiries are complex and often require nuanced understanding and precise judgment. Such responses can sometimes only be achieved through voice conversations. With customers now able to seamlessly move between messaging and voice calls on WhatsApp, customer relationships are further strengthened, and agents can respond flexibly in real-time according to customer needs. We believe that the integration of Genesys Cloud and WhatsApp will make these transitions more seamless and personal, delivering new value-added experiences for both customers and employees."
Integrated Environment for More Seamless Customer Engagement
As customer expectations rise, many companies are prioritizing an integrated, AI-powered approach that combines multiple communication channels and proactively anticipates customer needs in real-time to improve customer satisfaction. According to U.S. research firm Gartner, "By 2029, companies leveraging advanced AI capabilities within messaging apps will see a 50% improvement in customer engagement and ROI in proactive customer service through messaging channels."*
Genesys Cloud offers a comprehensive WhatsApp solution that integrates messaging, calls, and outbound engagement into a single AI-powered workspace. This allows businesses to seamlessly manage customer interactions from the first contact to problem resolution. Unlike standalone messaging solutions, Genesys Cloud integrates all interactions on a single orchestration engine that synchronizes data, workflows, and AI. This improves response speed and operational efficiency, enables continuous conversations, and contributes to strengthening customer relationships.
By utilizing WhatsApp in Genesys Cloud, businesses can further enhance customer engagement through voice interactions supported by both virtual agents and human agents. Voice messages enable asynchronous communication, while WhatsApp Business Calling provides real-time inbound and outbound voice capabilities, ensuring consistency across all interactions. This allows businesses to provide quick information and resolve issues without asking customers to switch channels, while also delivering more personalized experiences.
Genesys Cloud also supports various WhatsApp message formats, including images, carousels, interactive lists, and call-to-action buttons. Combined with conditional automated delivery and campaign orchestration, businesses can deploy proactive and highly engaging communications at scale. Furthermore, by utilizing Meta-approved templates, businesses can send notifications, reminders, and various updates, and customer responses are appropriately routed to virtual agents or human agents based on their intent.
Olivier Jouve, Chief Product Officer at Genesys, stated:
"Customers don't think in terms of channels; they want connected, seamless, and effortless support when they need it. With Genesys Cloud, businesses can connect at every touchpoint.