Genesys 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\u2019s most widely used communications platforms, with more than 3\u00a0billion users globally. The expanded WhatsApp capabilities for Genesys Cloud\u2122\u00a0enable\u00a0organisations\u00a0to\u00a0seamlessly transition customer\u00a0conversations\u00a0from messaging to voice\u00a0while\u00a0maintaining\u00a0a continuous, trusted experience.\u00a0\u00a0<\/p>\n","protected":false},"author":979,"featured_media":624594,"template":"","class_list":["post-626030","announcements","type-announcements","status-publish","has-post-thumbnail","hentry"],"acf":{"news_date":"05\/05\/2026","meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","utm_pass":false,"disable_chat":false,"asset_expiration":"","disable_next_steps":false,"display_desc":false,"title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":"","pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":"
SAN FRANCISCO, May 5, 2026 \u2014<\/span><\/b> <\/span>Genesys<\/a>\u00ae<\/sup>, 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\u2019s most widely used communications platforms, with more than 3\u00a0billion users globally. The expanded WhatsApp capabilities for Genesys Cloud\u2122<\/sup> enable organisations to seamlessly transition customer conversations from messaging to voice while maintaining a continuous, trusted experience. <\/span> <\/span><\/p>\n \u201cCustomer queries can be complex and often require nuanced understanding and decision making that, sometimes, only a verbal conversation can deliver,\u201d said Louise Phillips, Vice-President, Customer Care at Virgin Atlantic. \u201cAllowing 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.\u201d<\/span><\/p>\n One space for more effortless customer engagement<\/span><\/b>\u00a0<\/span><\/p>\n 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\u00ae<\/sup>, \u201cBy 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.\u201d1<\/sup><\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n 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. <\/span>\u00a0<\/span><\/p>\n 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.<\/span>\u00a0<\/span><\/p>\n 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 o<\/span>utreach at scale<\/span>. Businesses can send notifications, reminders and updates using Meta-approved templates, with responses intelligently routed to virtual or human agents based on intent.<\/span> <\/span><\/p>\n \u201cCustomers don\u2019t 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,\u201d said Olivier Jouve, Chief Product Officer at Genesys. \u201cWith <\/span>WhatsApp on Genesys Cloud<\/span>, we\u2019re enabling customers to connect on their terms, how and where they choose.\u201d <\/span> <\/span><\/p>\n 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.<\/span> Today, more than 1,000 organisations use the combined capabilities of Genesys Cloud and WhatsApp, supporting approximately 4<\/span>2<\/span>0 million messages each month, helping businesses scale personalised engagement across global markets.<\/span> <\/span><\/p>\n 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.<\/span>\u00a0<\/span><\/p>\n To<\/span> learn more, visit <\/span>genesys.com<\/span><\/a>.<\/span> <\/span><\/p>\n Forward-Looking Statements<\/span><\/b>\u00a0<\/span><\/p>\n Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n About Genesys <\/span><\/b>\u00a0<\/span><\/p>\n Genesys\u00ae empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. With Agentic AI at its core, Genesys Cloud\u2122 is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <\/span>www.genesys.com<\/span><\/a>. <\/span> <\/span> <\/span><\/p>\n \u00a9 2026 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. <\/span>\u00a0<\/span><\/p>\n