List of Genesys Cloud CX Web Messaging Customers
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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 7630 employees and revenues of $4.43 billion, SSE Retail, a United Kingdom based Utilities organisation with 1900 employees and revenues of $1.00 billion, Arvato UK, a United Kingdom based Professional Services organisation with 1000 employees and revenues of $150.0 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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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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Communications | 19887 | $13.7B | Switzerland | Genesys | Genesys Cloud CX Web Messaging | Audio Video and Web Conferencing | 2024 | n/a |
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Transportation | 7630 | $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
- University Of South Australia, a Australia based Education organization with 2740 Employees
- Duke Energy, a United States based Utilities company with 26413 Employees
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