List of Genesys Agent Desktop Customers
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United States
Since 2010, our global team of researchers has been studying Genesys Agent Desktop 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 Agent Desktop for Call Center 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 Agent Desktop for Call Center include: Belastingdienst (Dutch Tax Office), a Netherlands based Government organisation with 30000 employees and revenues of $8.00 billion, Conduent, a United States based Professional Services organisation with 56000 employees and revenues of $3.40 billion, Skipton Building Society, a United Kingdom based Banking and Financial Services organisation with 2506 employees and revenues of $1.90 billion, Dwr Cymru Welsh Water, a United Kingdom based Utilities organisation with 3500 employees and revenues of $978.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Agent Desktop, 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 Agent Desktop 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 | Insight Source |
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Belastingdienst (Dutch Tax Office) | Government | 30000 | $8.0B | Netherlands | Genesys | Genesys Agent Desktop | Call Center | 2015 | n/a | In 2015 Belastingdienst implemented Genesys Agent Desktop as a Call Center solution to support its contact center and taxpayer service operations. The deployment formed part of a broader platform upgrade and environment build out to Genesys Framework 8.5, including dedicated Development, Test, Acceptance and Production 8.5 environments constructed during the migration effort from Framework 7.6 to Framework 8.5. The implementation configured Genesys Agent Desktop alongside core Genesys components and complementary modules, including CIM 7.6 and CIM 8.5, Ideal GWT, SIP Server, GVP, Speech Storm, Orchestration Server, Universal Routing Server, Cassandra, Infomart, ICON, Pulse Collector, GVP Reporting, Workforce Management and SAP Business Objects. Infrastructure elements included AudioCodes MGW, Oracle 11g and 12c databases and a virtualized operating environment, with Cyara used for scripted quality and call campaign testing, and a SIP Server upgrade performed from v7.6 to 8.1.1. Integrations executed during the program included a non standard Big IP F5 load balancing integration for SIP Servers, implemented across Network, Windows and Cloud teams and validated through Genesys ODS certification testing. Workforce Management was cross configured for business continuity to enable failover in the event of a geographical site outage, and reporting integration into SAP Business Objects and GVP Reporting provided operational analytics for contact center scheduling and performance oversight. Governance and operationalization activities included supervision of the Genesys ODS certification process, design and execution of load tests and high availability platform switch over tests, and ongoing maintenance and support responsibilities coupled with technical deployments during change windows. The project achieved ODS certification for the custom F5 integration, established multi environment 8.5 estates, and embedded quality assurance and HA testing as part of rollouts and operational governance for the Genesys Agent Desktop Call Center landscape. | |
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Conduent | Professional Services | 56000 | $3.4B | United States | Genesys | Genesys Agent Desktop | Call Center | 2021 | n/a | In 2021 Conduent deployed Genesys Agent Desktop to upgrade agent-facing tooling within its Call Center operations, including implementation activity at the Conduent site in Lexington, KY. The deployment focused on agent desktop workflows tightly coupled to CTI and IVR capabilities to manage voice interactions and call routing across Conduent’s service delivery environment. The implementation package incorporated Genesys Voice Portal GVP, Genesys Framework, Genesys SIP Server, and Genesys Stream Manager, with Genesys Agent Desktop configured alongside client components CME, SCI, GA, OCM, and IRD. Functional modules implemented included CTI-enabled call routing, IVR integration, SIP signaling handling, T-lib event analysis, centralized log-based troubleshooting, and framework component installation and configuration. Operational ownership reflected senior Genesys engineering responsibilities, covering system design, requirements analysis, testing, debugging, technical specification authoring, and configuration management. Governance and rollout practices emphasized lifecycle workflows, risk mitigation, documentation standards, and coordination with dialer system integrations and voice network elements to sustain day to day Call Center operations. | |
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Dwr Cymru Welsh Water | Utilities | 3500 | $978M | United Kingdom | Genesys | Genesys Agent Desktop | Call Center | 2015 | n/a | In 2015, Dwr Cymru Welsh Water deployed Genesys Agent Desktop as part of a broader Genesys Customer Experience Platform implementation. The deployment supported the utility contact center in Treharris, Wales and covered approximately 600 contact center agents, aligned with the Call Center application category. The initiative targeted improvements in quality of service, first call resolution, the introduction of digital customer communication channels, and pressure to reduce support costs while improving management information. The implementation included Genesys Customer Experience Platform components such as Genesys Inbound Voice, Genesys Outbound Voice, Genesys IVR, Genesys Info Mart, Genesys Interactive Insights, Genesys Workforce Management, and Genesys Agent Desktop. Genesys Agent Desktop was configured as the unified agent interface to handle omnichannel interactions, present interaction context, and surface workflow-driven scripts and callbacks. Info Mart and Interactive Insights were deployed to centralize operational reporting and to provide enriched management information to supervisors and operations teams. The Genesys components were integrated across contact routing, voice channels, IVR self-service, outbound campaigns, and workforce planning workflows, creating a unified data and interaction fabric within the contact center. Operational scope emphasized contact center operations, customer service management, and workforce planning functions, with configuration tuned to accommodate inbound and outbound voice workflows and IVR transaction steering. Deployment was localized to the Treharris site, concentrating configuration, reporting, and workforce management on the site’s agent population. Governance efforts centered on standardizing the Genesys Agent Desktop experience, centralizing reporting through Info Mart, and instituting workforce management processes to align staffing with interaction demand. Rollout activities focused on configuring routing and desktop policies, establishing supervisor dashboards, and embedding interaction analytics into regular operational reviews to enable adoption of digital channels and improved MI governance. | |
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Banking and Financial Services | 2506 | $1.9B | United Kingdom | Genesys | Genesys Agent Desktop | Call Center | 2016 | n/a |
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Buyer Intent: Companies Evaluating Genesys Agent Desktop
- eBay, a United States based Retail organization with 11500 Employees
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