Genesys has expanded its partnership with Meta to help organisations deliver more seamless, context-driven customer engagement through WhatsApp on its Genesys Cloud platform. The expanded capabilities allow businesses to integrate voice, messaging, and AI into a single environment, enabling customers to switch between chat and voice interactions without leaving WhatsApp.
“Through our deepened partnership with Meta, WhatsApp on Genesys Cloud will enable organisations to unify messaging, voice and AI within a single platform, reducing complexity and accelerating time to value,” said Mao Gen Foo, vice president, Asia, Genesys.
Unifying customer engagement
Genesys Cloud combines messaging, calling, and outbound engagement into a single orchestration platform that synchronises data, workflows, and AI. This allows companies to manage customer interactions from initial contact through resolution while improving efficiency and response times.
New features include support for voice interactions through both virtual and human agents, voice notes for asynchronous communication, and Business Calling for live conversations.
The platform also supports messaging formats such as images, interactive lists, call-to-action buttons, automated campaigns, and notifications, all using Meta-approved templates.
“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.”
Over 1,000 organisations globally are already leveraging Genesys Cloud with WhatsApp, processing approximately 420 million messages each month, with outbound Business Calling launching in 2027.
