List of Genesys CC Analyzer Customers
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Since 2010, our global team of researchers has been studying Genesys CC Analyzer 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 CC Analyzer for Analytics and BI 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 CC Analyzer for Analytics and BI include: Bank of Ireland UK, a United Kingdom based Banking and Financial Services organisation with 8696 employees and revenues of $6.61 billion, Bank of Ireland, a Ireland based Banking and Financial Services organisation with 11386 employees and revenues of $5.20 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys CC Analyzer, 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 CC Analyzer 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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Bank of Ireland | Banking and Financial Services | 11386 | $5.2B | Ireland | Genesys | Genesys CC Analyzer | Analytics and BI | 2014 | n/a |
In 2014, Bank of Ireland implemented Genesys CC Analyzer as part of its contact centre technology program. Genesys CC Analyzer was deployed within an Analytics and BI scope to provide historical contact centre analytics and to complement existing real time reporting and telephony infrastructure.
The implementation connected Genesys CC Analyzer to a Genesys V8 platform and an Avaya phone system including Avaya One X, leveraging Genesys Administrator, Genesys Administrator Extension GAX, iWS and CME for configuration and orchestration. Functional capabilities implemented included historical interaction analytics, linkage to CCPulse real time reporting, integration with eServices for Twitter, Facebook and Email channels, and support for outbound dialler workflows.
Integration points explicitly included Verint call recording v11 for recorded interaction indexing, Symon wallboards and Speech Storm for monitoring and speech analytics ingestion. Operational coverage referenced the BT Ireland Tallaght contact centre site in Dublin and focused on customer service and contact centre operations rather than enterprise back office systems.
Governance and rollout emphasized a structured testing and cutover program, led by a Genesys Engineer and Integration Test Lead, with end to end testing, functional testing, system integration testing, regression testing and business and user acceptance testing. Implementation activities included requirements gathering, test script design and execution, defect management, user training and go live migration support, followed by Genesys technical support and BAU service request handling.
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Bank of Ireland UK | Banking and Financial Services | 8696 | $6.6B | United Kingdom | Genesys | Genesys CC Analyzer | Analytics and BI | 2014 | n/a |
In 2014 Bank of Ireland UK deployed Genesys CC Analyzer as part of its Telephony Transformation Programme at the Tallaght site in Dublin County. The deployment placed Genesys CC Analyzer as the historical analytics and reporting component within the broader Genesys V8 platform to meet Analytics and BI requirements for contact center performance and historical trend analysis.
Configuration work centered on integrating Genesys CC Analyzer with the Genesys administration and routing stack including Genesys Administrator, Genesys Administrator Extension GAX, iWS, and CME, while leveraging CCPulse for real time dashboards and the historical CC Analyzer for retrospective analytics. Functional capabilities implemented included historical call analytics, correlation with speech analytics from Speech Storm, and aggregation of real time and historical reporting to support operational reporting and analyst workflows.
The implementation integrated with Avaya Phone System and Avaya One X for telephony signaling, Verint Call Recording version 11 for recorded media, Symon wallboards for operational displays, and Genesys eServices for social channels including Twitter Facebook and Email. Operational coverage targeted contact center and customer service functions within the Bank of Ireland UK telephony footprint and supported outbound dialler campaigns.
Deployment and rollout were accompanied by structured testing and governance practices, the team executed end to end testing, system integration testing, regression testing, business integration testing and business user acceptance testing, supported by requirements gathering and defect management processes. The program included user training go live migration support and ongoing Genesys 8 technical support and BAU service request handling, with stakeholder liaison extending to director level.
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