SPB Technographics
SPB Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by SPB and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 1400 SPB employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that SPB has purchased the following applications: Genesys Workforce Management for Workforce Management in 2007, Genesys Enterprise Workload Management for Business Process Management in 2007, Dydu Chatbot for Chatbots and Conversational AI in 2020 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems SPB is running and its propensity to invest more and deepen its relationship with Genesys , Do You Dream Up , Microsoft or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing SPB revenues, which have grown to $167.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for SPB intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
SPB Tech Stack and Enterprise Applications
SPB HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Genesys | Legacy | Genesys Workforce Management | Workforce Management | HCM | n/a | 2007 | 2007 |
In 2007, SPB implemented Genesys Workforce Management to centralize and restructure contact center operations. The deployment targeted a 350 agent footprint and sought to consolidate an initial 1,000 individual skill sets under a single Workforce Management platform to prioritize customer experience and operational visibility.
The implementation encompassed Continuous Workforce Optimization, re-engineered IVR routing, incorporation of the email channel, and the introduction of automated handling for paper mail workflows, all delivered within the Genesys Workforce Management application. Configuration emphasized reducing skill fragmentation and enabling standard Workforce Management capabilities such as forecasting, scheduling, and adherence across unified queues.
Genesys created an implementation plan that included opening remote contact centers in Tunisia, Switzerland, Portugal and Belgium, unifying those sites on one platform. Operational coverage focused on contact center customer functions and introduced the ability to assess time and costs to manage each product, providing a reliable view of product-level profitability.
Governance and process changes accompanied the technical rollout, including re-engineering business processes and IVR routing to support consolidated skill profiles. Outcomes recorded in the implementation included a reduction in skill sets from 1,000 to 50, a stated 95 percent decrease in required skill sets, and an overall productivity increase of over 20 percent, with managers redirected toward supervision and quality control rather than continuous issue remediation.
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SPB ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Genesys | Legacy | Genesys Enterprise Workload Management | Business Process Management | ERP Services and Operations | n/a | 2007 | 2007 |
In 2007 SPB implemented Genesys Enterprise Workload Management as part of a Business Process Management initiative to address high-volume customer communications across its insurance operations. The program targeted a persistent backlog in paper-based correspondence, typically 5,000 to 10,000 items daily, where managers were spending two hours a day on paper issues and responses could take up to five days.
The implementation complemented an existing PBX based automatic call distribution environment with Genesys Self-Service interactive voice response and a redesigned IVR flow, after an initial IVR configuration was found to replicate an ineffective skill matrix. Genesys conducted an audit and produced a road map that reduced the original 1,000 skill sets to 50 skill groupings, realigned IVR front-end processes, deployed an email channel, and configured Genesys Enterprise Workload Management to automate routing, optimize agent loading, and include non-voice work such as scanned documents.
Enterprise Workload Management was integrated with document scanning and tracking to bring paper correspondence into the same processing pipeline as voice and email. Electronic document files are registered and tracked as they move through the organization, individual workloads are monitored, and delayed documents are flagged at critical workflow points. Third parties were incorporated into the exchange to enable bilateral information flows and maintain processing continuity.
Governance and workflow restructuring accompanied the technical changes, with business process reengineering guided by interviews of front-line agents and paper-handling staff to eliminate agent cherry-picking and introduce real-time oversight of workloads and volumes. Reporting and dashboard capabilities were introduced to provide live operational visibility for managers and to centralize control of remote contact centers.
The rollout included commissioning remote contact centers managed from France in Tunisia, Switzerland, Portugal, and Belgium to share call load. A pilot using Genesys Enterprise Workload Management on 40 workstations in 2013 exceeded SPB manager expectations, and the solution was cited as helping preserve white-label document integrity and reduce the risk of brand-damaging errors.
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SPB AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Do You Dream Up | Legacy | Dydu Chatbot | Chatbots and Conversational AI | AI-Powered Application | n/a | 2020 | 2020 |
In 2020, SPB deployed the Dydu Chatbot in the Chatbots and Conversational AI category to provide automated fault diagnosis for retail products as part of warranty extension journeys. Until 2020 the management of breakdowns for mass market devices was mainly done by telephone, creating friction for policyholders and high volumes for after sales service teams; the Dydu Chatbot was introduced to provide a continuous 24 hours a day, 7 days a week diagnostic channel for household appliances, televisions, game consoles and similar devices.
The implementation centers on the Dydu Chatbot natural language processing engine developed by Do You Dream Up, configured to recognize free text failure descriptions and to shift to closed question point and click flows. The bot uses scenario scripting and illustrated decision paths that correspond to each potential situation, and the project included manual capture of product fault codes and scripted resolution trees by two customer relations experts who acted as bot trainers.
Technically the Dydu Chatbot is integrated with SPB's CRM so that insured users immediately find the context of their order and the insured product within the conversational flow, enabling the chatbot to surface order context and reduce friction in case handling. The deployment operates across customer relations and after sales service functions and is used in collaboration with retail partners to manage warranty diagnosis at scale.
Governance was organized around ongoing bot training and daily monitoring of bot to client conversations by the trained customer relations experts, with continuous enrichment of scenarios and incremental addition of new products. Explicit outcomes stated by SPB include improved customer satisfaction and a reduction in incoming after sales contacts, and the roadmap calls for further feature development and product coverage for the Dydu Chatbot.
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SPB Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
 |
|
|
Analytics and BI | Analytics and BI |
|
2007 | 2007 |
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SPB Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Collaboration | Collaboration |
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2017 | 2017 |
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SPB CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
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Call Center, Customer Experience | CRM |
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2007 | 2007 |
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Customer Support | CRM |
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2017 | 2017 |
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Interactive Voice Response (IVR) | CRM |
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2007 | 2007 |
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Marketing Analytics | CRM |
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2015 | 2015 |
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SPB PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
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Transactional Email | PaaS |
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2017 | 2017 |
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SPB IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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|
|
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Application Hosting and Computing Services | IaaS |
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2014 | 2014 |
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Application Hosting and Computing Services | IaaS |
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2021 | 2021 |
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SPB CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
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|
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Next Generation Firewall | CyberSecurity |
|
2011 | 2011 |
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IT Decision Makers and Key Stakeholders at SPB
| First Name | Last Name | Title | Function | Department | Phone | |
|---|---|---|---|---|---|---|
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Director of Management & Customer Experience | Director | Customer Service | |
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Customer Experience Manager | Manager | Customer Service | |
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CIO | CXO | Finance | |
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Client experience & digital marketing | CXO | Customer Service | |
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Director of Management and Customer Relations | Director | Customer Service | |
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Apps Being Evaluated by SPB Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from SPB IT executives and key decision makers. This section highlights SPB's latest recorded technology evaluations, including Broadcom Symantec Endpoint Protection for Endpoint Detection and Response (EDR) on 2025-01-21. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the SPB digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| 2025-01-21 | SPB | Evaluated | Broadcom | Broadcom Symantec Endpoint Protection | Endpoint Detection and Response (EDR) | CyberSecurity |
FAQ - APPS RUN THE WORLD SPB Technographics
SPB is a Insurance organization based in France,
with around 1400 employees and annual revenues of $167.0 million.
SPB operates a diverse technology stack with applications such as
Genesys Workforce Management, Genesys Enterprise Workload Management and Dydu Chatbot,
covering areas like Workforce Management, Business Process Management and Chatbots and Conversational AI.
SPB has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Genesys and Do You Dream Up.
SPB recently adopted applications including
Microsoft Azure Cloud Services in 2021, Dydu Chatbot in 2020 and Microsoft 365 in 2017,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of SPB’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates SPB’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete SPB technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.