Bengaluru, May 06: Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced a new partnership with Meta to help organisations deliver more responsive, context-driven customer engagement. Through WhatsApp on Genesys Cloud, customers will have access to a more effortless experience by bringing voice, messaging and AI together on one of the world’s most widely used communications platforms, with more than 3 billion users globally. The expanded WhatsApp capabilities for Genesys Cloud™ enable organisations to seamlessly transition customer conversations from messaging to voice while maintaining a continuous, trusted experience.
“Customer queries can be complex and often require nuanced understanding and decision making that, sometimes, only a verbal conversation can deliver,” said Louise Phillips, vice president, Customer Care at Virgin Atlantic. “Allowing customers to move naturally between messaging and voice without leaving WhatsApp has strengthened our relationships and empowered our agents to adapt in real time to customer needs. With Genesys Cloud and WhatsApp, we can make those transitions seamless and personal, enabling us to deliver a transformative experience for both our customers and our teams.”
One Space for More Effortless Customer Engagement
To meet rising expectations and drive customer satisfaction, many businesses are prioritising a unified, AI-enabled approach that brings multiple communication modes together to better anticipate customer needs in real time. According to Gartner®, “By 2029, organisations that leverage advanced AI capabilities within messaging applications will see 50% more customer engagement and ROI from messaging channels for proactive customer service.”1
Genesys Cloud offers a comprehensive WhatsApp solution that brings together messaging, calling and outbound engagement within a single AI-empowered workspace. This enables organisations to manage conversations seamlessly from initial contact through resolution. Unlike standalone messaging solutions, Genesys Cloud combines interactions within a single orchestration engine that synchronises data, workflows and AI. This improves resolution speed, enhances operational efficiency and delivers continuous conversations that strengthen customer relationships.
WhatsApp on Genesys Cloud expands how organisations engage customers through voice interactions supported by both virtual and human agents. Voice notes enable asynchronous communications, while Business Calling enables live inbound and outbound conversations for fuller continuity across every interaction. This allows organisations to provide updates, resolve issues faster and deliver more personalised experiences without requiring customers to switch channels.
Genesys Cloud also supports rich WhatsApp formats, including images, carousels, interactive lists and call-to-action buttons. Combined with automated triggers and campaign orchestration, organisations can deliver proactive and highly engaging outreach at scale. Businesses can send notifications, reminders and updates using Meta-approved templates, with responses intelligently routed to virtual or human agents based on intent.
“Customers don’t think in terms of channels; they just want connected, effortless support when it matters. Through Genesys Cloud, organisations can blend digital and voice interactions by connecting data, context and AI across every touchpoint, no matter where the conversation starts,” said Olivier Jouve, chief product officer at Genesys. “With WhatsApp on Genesys Cloud, we’re enabling customers to connect on their terms, how and where they choose.”
“India is one of the world’s most WhatsApp-native markets, where it serves as a primary communication channel. Through our deepened partnership with Meta, WhatsApp on Genesys Cloud expands capabilities for this critical channel, helping eliminate friction and accelerate time to value for Indian enterprises. With a unified platform across messaging, voice and AI, organisations can meet customers where they are and deliver seamless, intelligent experiences that drive faster resolutions, lower service costs, higher conversion rates, and the ability to scale personalised, localised experiences in compliance with regulations,” said Raja Lakshmipathy, Vice President and Managing Director of Genesys, India & SAARC.
Through the expanded partnership, the companies will deliver tighter integration and a more aligned go-to-market approach, helping organisations accelerate adoption of WhatsApp-based customer engagement within Genesys Cloud. Today, more than 1,000 organisations use the combined capabilities of Genesys Cloud and WhatsApp, supporting approximately 420 million messages each month, helping businesses scale personalised engagement across global markets.
WhatsApp on Genesys Cloud is now generally available with global support for outbound messaging, inbound Business Calling, interactive features and more. Outbound Business Calling is expected in 2027.
