London, NW9 5AB,
United Kingdom
Utility Warehouse Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Utility Warehouse and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 2005 Utility Warehouse employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Utility Warehouse has purchased the following applications: Mercer Darwin Benefits (formerly Thomsons Online Benefits) for Benefits Administration in 2018, Genesys Cloud CX Chat for Chatbots and Conversational AI in 2020, Google Workspace (Formerly Google G-Suite) for Collaboration in 2016 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Utility Warehouse is running and its propensity to invest more and deepen its relationship with Mercer , BambooHR , ADP 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 Utility Warehouse revenues, which have grown to $275.0 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 Utility Warehouse 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.
HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Mercer | Legacy | Mercer Darwin Benefits (formerly Thomsons Online Benefits) | Benefits Administration | HCM | n/a | 2018 | 2019 |
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Core HR | HCM |
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2019 | 2019 |
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Payroll | HCM |
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2019 | 2019 |
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Recruiting, Applicant Tracking System | HCM |
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2019 | 2019 |
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Workforce Management | HCM |
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2020 | 2020 |
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Genesys | Legacy | Genesys Cloud CX Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2020 | 2020 |
In 2020 Utility Warehouse implemented Genesys Cloud CX Chat to centralize omnichannel customer interactions and advance its Chatbots and Conversational AI capabilities across a UK contact center supporting roughly 1,000 agents. The deployment targeted improved business continuity, faster innovation cycles, reduced employee and customer effort, and an immediate ability to transition to remote working.
The implementation instrumented Genesys Cloud CX Chat with core functional modules including Email, Inbound, Outbound, Chat and Self-Service, together with Genesys Workforce Engagement Management for forecasting and scheduling. Configuration included dynamic IVR flows, intent based routing driven by customer profiling, predictive dialing automation for outbound campaigns and a virtual queue position holder called WeQ4You, enabling blended advisor support across voice, email and chat.
Genesys Cloud CX Chat was integrated with the companys in-house CRM via platform APIs and with Google Dialogflow to surface conversational AI and contextual data into the agent UI, allowing agents to handle all interactions through a single CRM interface built in-house. Reporting and analytics from Genesys replaced wallboards with customized dashboards, and platform controls were applied to restrict features such as data and call recording downloads for security and compliance.
Operational rollout was executed with in-house resources, with two team members leading the platform cutover alongside day to day work and completing the migration in about eight weeks without engaging a third party. Governance changes included shifting from siloed teams to dynamic agent multitasking, blended channel routing, and enabling agents to view schedules remotely, which supported a rapid shift to home working across the estate and for partner companies that adopted the cloud platform.
Measured operational outcomes provided in the deployment narrative include queue reductions from 105 to 10 across the business, a reduction of external phone numbers from 600 to 20, consolidation of IVR menus to six with most customers able to navigate with two presses, email SLAs improving to 98 percent answered within 48 hours and over 50 percent same day, and reductions in outbound wasted agent time reported at up to 60 percent through predictive dialing. Genesys Cloud CX Chat remains central to Utility Warehouses purpose built CX strategy and ongoing agent enablement.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Legacy | Google Workspace (Formerly Google G-Suite) | Collaboration | Collaboration | n/a | 2016 | 2016 |
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Content Management | Content Management |
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2020 | 2020 |
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SCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Order Management | SCM |
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2020 | 2020 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center | CRM |
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2019 | 2019 |
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Call Center | CRM |
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2018 | 2018 |
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Call Center, Customer Support | CRM |
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2019 | 2019 |
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Customer Data Platform | CRM |
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2018 | 2018 |
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Customer Engagement, Customer Loyalty | CRM |
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2020 | 2020 |
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Customer Support | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2017 | 2017 |
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Marketing Analytics | CRM |
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2018 | 2018 |
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Marketing Analytics | CRM |
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2018 | 2018 |
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Sales Automation, CRM, Sales Engagement | CRM |
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2019 | 2019 |
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PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Transactional Email | PaaS |
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2016 | 2016 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2017 | 2017 |
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Application Hosting and Computing Services | IaaS |
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2016 | 2016 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Identity and Access Management (IAM) | CyberSecurity |
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2021 | 2021 |
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