List of Engage Hub Conversational IVR Customers
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United Kingdom
Since 2010, our global team of researchers has been studying Engage Hub Conversational IVR 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 Engage Hub Conversational IVR for Interactive Voice Response (IVR) 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 Engage Hub Conversational IVR for Interactive Voice Response (IVR) include: J Sainsbury's, a United Kingdom based Retail organisation with 141517 employees and revenues of $44.13 billion, Office for National Statistics, a United Kingdom based Government organisation with 5632 employees and revenues of $341.0 million and many others.
Contact us if you need a completed and verified list of companies using Engage Hub Conversational IVR, 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 Engage Hub Conversational IVR 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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J Sainsbury's | Retail | 141517 | $44.1B | United Kingdom | Engage Hub | Engage Hub Conversational IVR | Interactive Voice Response (IVR) | 2018 | n/a |
In 2018, J Sainsbury's deployed Engage Hub Conversational IVR across its superstore network. The Engage Hub Conversational IVR, classified as Interactive Voice Response (IVR), followed an initial pilot that began in August 2015 in 73 stores and was expanded to cover all 600 superstores.
The implementation centralized call handling logic and implemented interactive self service, automated call routing, and real time management information and reporting. Engage Hub integrated its Synapse logic building technology into the IVR to drive decisioning within call flows, including automated triggers that redirect callers to a staffed contact centre when an option leads to an unmanned instore line.
The IVR was fully integrated into Sainsbury's existing systems and the retailer's new contact centre environment, enabling the contact centre to take a total view of product availability and handle the majority of inbound store calls. Operational coverage included store level telephony across 600 superstores and routing logic designed to address added call complexity from concessions such as Argos, Habitat, Starbucks, Timpsons and Lloyds Pharmacy.
Governance and process changes focused on diverting call traffic to contact centre handling to free up instore resources and on continuous optimisation using the new real time MI and reporting. Prior to the roll out Sainsbury's was losing around 15 percent of customer calls per annum as callers struggled to find information, and the Engage Hub Conversational IVR was implemented to reduce missed calls and save time for customers and instore staff.
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Office for National Statistics | Government | 5632 | $341M | United Kingdom | Engage Hub | Engage Hub Conversational IVR | Interactive Voice Response (IVR) | 2016 | n/a |
In 2016, Office for National Statistics implemented Engage Hub Conversational IVR to introduce Interactive Voice Response (IVR) capabilities for automated caller handling and conversational self service. Engage Hub Conversational IVR is positioned to provide voice-driven menu navigation, natural language interaction, session-based call routing, and automated data capture to streamline inbound voice workflows.
The deployment emphasized typical Interactive Voice Response (IVR) functional modules, including conversational dialogue management, speech recognition and fallback DTMF handling, intent classification for routing, self-service transaction orchestration, and call transfer escalation paths. Configuration work focused on mapping citizen-facing call flows to scripted self-service journeys, integrating identity and authentication prompts, and instrumenting logging and session context for downstream routing.
The Engage Hub Conversational IVR sits alongside ONSs broader 2016 Oracle Cloud adoption, operating in an environment that includes Oracle Cloud SaaS applications and Oracle 12c databases with a planned migration to 18c by March 2021. Contract and support posture for the estate is handled through a framework reseller SCC, Oracle support is managed on a time and materials basis with renewal in April 2022, and ONS works with Accenture and Namos Solutions for third party Oracle support, with contract queries directed to ons.contract.management@ons.gov.uk.
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