List of Genesys Cloud CX Web Messaging Customers
Genesys
1302 El Camino Real STE 300,
Menlo Park CA, CA, 94025,
United States
Menlo Park CA, CA, 94025,
United States
1 650-466-1100
Professional Services
6200
$2.5B
Since 2010, our global team of researchers has been studying Genesys Cloud CX Web Messaging customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Genesys Cloud CX Web Messaging for Audio Video and Web Conferencing from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Genesys Cloud CX Web Messaging for Audio Video and Web Conferencing include: Swisscom, a Switzerland based Communications organisation with 19887 employees and revenues of $13.74 billion, OVO Energy, a United Kingdom based Utilities organisation with 5287 employees and revenues of $8.50 billion, Virgin Atlantic, a United Kingdom based Transportation organisation with 8760 employees and revenues of $4.42 billion, SSE Retail, a United Kingdom based Utilities organisation with 1900 employees and revenues of $1.00 billion, MUFG Pension & Market Services, a Australia based Banking and Financial Services organisation with 6500 employees and revenues of $931.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Cloud CX Web Messaging, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Genesys Cloud CX Web Messaging customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Arvato UK | Professional Services | 1000 | $150M | United Kingdom | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2018 | n/a |
In 2018, Arvato UK implemented Genesys Cloud CX Web Messaging to extend its contact centre capabilities within the Audio Video and Web Conferencing category. The deployment centered on Web Messaging as part of a broader Genesys Cloud footprint, with work focused on building contact centre environments using Genesys Cloud Architect and supporting voice, e-mail and messaging channels.
Configuration work included designing Genesys Cloud Architect flows for voice, e-mail and the Genesys Cloud CX Web Messaging channel, and configuring routing, skill based assignments and attendant workflows consistent with contact centre operations. The implementation leveraged internal certifications, including Genesys Cloud Certified Professional and Genesys Cloud Certified Associate, to validate platform configuration and operational readiness.
Integrations were implemented with Azure AD for identity and access management, Salesforce for CRM routing and case context, BMC Remedy for IT ticketing, Office 365 for collaboration, NICE WFM for workforce scheduling, and existing dialler management systems for outbound operations. Operational ownership rested with 1st and 2nd Line IT support teams and the Application Support team, with the solution used in client demonstrations and ongoing client onboarding activities across the United Kingdom.
Governance and operational processes followed the ITIL framework to manage change and escalation, with formal P1 escalation paths and vendor and supplier relationship management to coordinate third party dependencies. The program emphasized bridging technology and business operations, supporting Application Support as a point of escalation, and working with clients to drive operational improvement rather than delivering discrete outcome metrics.
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MUFG Pension & Market Services | Banking and Financial Services | 6500 | $931M | Australia | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2020 | n/a |
In 2020, MUFG Pension & Market Services implemented Genesys Cloud CX Web Messaging within its Audio Video and Web Conferencing portfolio to extend digital engagement for member services and contact centre channels. Genesys Cloud CX Web Messaging was used to enable web chat, session handoff to agents, and integrated messaging workflows to support member self service and contact centre productivity.
The implementation encompassed Genesys Web Messenger capabilities alongside IVR and Cloud Contact Platform CCP integrations to unify multichannel routing, queueing, and agent transfer logic. Configuration work focused on conversation orchestration, messaging templates, transcript capture, and embedding generative AI agents to improve knowledge retrieval and automate initial member interactions.
Integrations were orchestrated with Microsoft Power Automate, Azure OpenAI, Microsoft Dynamics 365, and Microsoft SharePoint repositories to enable secure knowledge access, automated workflow handoffs, and case alignment between messaging and backend systems. The contact platform was also delivered in conjunction with Aspire, Pega, and Universal Case Manager UCM, and connected into ServiceNow, Jira, and Git toolchains to synchronize contact events with case management, ticketing, and release pipelines.
Governance and rollout followed government grade privacy and risk controls to satisfy GRC, PII, AFRC, and complaints handling requirements, and adopted agile delivery with sprint planning, backlog refinement, and cross functional ceremonies. Quality and release management encompassed BVT, UAT, TVT, release plans, cut over runbooks, and hypercare, while knowledge base curation and stakeholder coaching supported operational adoption across member services and contact centre teams.
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OVO Energy | Utilities | 5287 | $8.5B | United Kingdom | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2020 | n/a |
In 2020 OVO Energy implemented Genesys Cloud CX Web Messaging to support chatbot validation and customer-facing chat workflows. Genesys Cloud CX Web Messaging was deployed as part of OVO's digital customer service tooling and is positioned within the Audio Video and Web Conferencing category to drive conversational engagement in the contact center and digital channels.
OVO developed a custom test harness named Genesys Web Messaging Tester to automate end to end validation of Genesys Web Messenger chatbots. The implementation includes scripted customer journeys that exercise conversational logic and response handling, the ability to trigger suites of tests with a single action, and the use of test artifacts as executable documentation for chatbot behavior.
The automated tests are integrated into OVO's CI CD pipeline and run as pre deployment checks to validate chatbot releases before they reach production. Operational ownership spans engineering, QA, and contact center operations teams in the United Kingdom, with the test harness targeting staging and pre production instances of Genesys Web Messenger to replicate customer sessions and message flows.
Governance was established by gating chatbot deployments on successful automated test runs, which replaced slow and error prone manual testing workflows. The approach delivers quicker and more reliable verification of chat functionality, and test scripts serve as living documentation to support ongoing chatbot maintenance and iterative development.
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SSE Retail | Utilities | 1900 | $1.0B | United Kingdom | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2020 | n/a |
In 2020, SSE Retail implemented Genesys Cloud CX Web Messaging to provide a web-based conversational channel for customers. The deployment aligned with the Audio Video and Web Conferencing category and positioned Genesys Cloud CX Web Messaging as the primary interface for browser-based chat and bot interactions across customer service touchpoints.
SSE Retail’s implementation emphasized automated validation of chatbot flows, drawing on an approach documented for Genesys Web Messenger that leverages a bespoke test harness called Genesys Web Messaging Tester. The Genesys Web Messaging Tester approach, which the source describes as being used at OVO as part of a CI/CD process, was adopted as a model to produce reproducible, clickable automated tests that exercise end-to-end customer journeys and serve as living documentation for conversational logic.
On the technical side the implementation centered on the Genesys Cloud CX Web Messaging runtime and a test harness layer that scripted web messenger sessions, asserted conversational states, and validated bot responses. Functional capabilities implemented included web messaging session orchestration, chatbot scenario playback, and automated test scripting integrated with build workflows to enable predeployment validation of conversational flows.
Operationally the program targeted contact centre engineering and QA teams, instituting gated test runs as part of chatbot release processes and formalizing test artifacts as part of conversational governance. The rollout focused on embedding automated test suites alongside bot development, creating a repeatable verification pattern for web messaging and conversational automation without referencing prior platform details.
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Swisscom | Communications | 19887 | $13.7B | Switzerland | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2024 | n/a |
In 2024 Swisscom implemented Genesys Cloud CX Web Messaging as part of an initial phase of its Genesys Cloud rollout. Swisscom deployed Genesys Cloud CX Web Messaging within the Audio Video and Web Conferencing category to support customer service and contact center operations.
The implementation was delivered on the cloud native Genesys Cloud platform and enabled functional modules for voice, web messaging, email, agent assist, work automation and workforce management. Configuration work focused on channel orchestration, routing logic and agent assist workflows to present web messaging conversations alongside voice and email in a unified agent experience.
Operational scope for the initial phase covered Swisscom customer-facing contact center teams in Switzerland, consolidating front office customer service under a single cloud contact center application. The deployment tied workforce management and work automation capabilities to agent scheduling and capacity planning, while agent assist capabilities were configured to surface knowledge and streamline interaction handling.
Governance followed a phased rollout approach, with Swisscom bringing live teams on voice, web messaging, email, agent assist, work automation and workforce management capabilities as part of its broader customer experience transformation. The implementation of Genesys Cloud CX Web Messaging represents a structural shift toward centralized digital channel orchestration within Swisscom's customer service technology stack.
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Transportation | 8760 | $4.4B | United Kingdom | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2022 | n/a |
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Buyer Intent: Companies Evaluating Genesys Cloud CX Web Messaging
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Genesys Cloud CX Web Messaging. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Genesys Cloud CX Web Messaging for Audio Video and Web Conferencing include:
- Feebak, a India based Professional Services organization with 90 Employees
- University Of South Australia, a Australia based Education company with 2740 Employees
- Duke Energy, a United States based Utilities organization with 26441 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Feebak | Professional Services | 90 | $9M | India | 2026-05-22 |
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University Of South Australia | Education | 2740 | $495M | Australia | 2025-11-18 |
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Duke Energy | Utilities | 26441 | $32.2B | United States | 2024-08-02 |
FAQ - APPS RUN THE WORLD Genesys Cloud CX Web Messaging Coverage
Genesys Cloud CX Web Messaging is a Audio Video and Web Conferencing solution from Genesys.
Companies worldwide use Genesys Cloud CX Web Messaging, from small firms to large enterprises across 21+ industries.
Organizations such as Swisscom, OVO Energy, Virgin Atlantic, SSE Retail and MUFG Pension & Market Services are recorded users of
Genesys Cloud CX Web Messaging for Audio Video and Web Conferencing.
Companies using Genesys Cloud CX Web Messaging are most concentrated in Communications, Utilities and Transportation, with adoption spanning over 21 industries.
Companies using Genesys Cloud CX Web Messaging are most concentrated in Switzerland, United Kingdom and Australia, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Cloud CX Web Messaging across Americas, EMEA, and APAC.
Companies using Genesys Cloud CX Web Messaging range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 16.67%, large organizations with 1,001-10,000 employees - 66.67%, and global enterprises with 10,000+ employees - 16.67%.
Customers of Genesys Cloud CX Web Messaging include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Genesys Cloud CX Web Messaging customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Audio Video and Web Conferencing.