List of Genesys CCPulse Customers
Genesys
1302 El Camino Real STE 300,
Menlo Park CA, 94025, CA,
United States
Menlo Park CA, 94025, CA,
United States
1 650-466-1100
Professional Services
6200
$2.5B
Since 2010, our global team of researchers has been studying Genesys CCPulse 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 CCPulse for Workforce Management 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 CCPulse for Workforce Management include: Covea, a France based Insurance organisation with 25268 employees and revenues of $36.17 billion, Groupama, a France based Insurance organisation with 32000 employees and revenues of $17.43 billion, EE United Kingdom, a United Kingdom based Communications organisation with 10000 employees and revenues of $11.80 billion, La Banque Postale, a France based Banking and Financial Services organisation with 32000 employees and revenues of $10.50 billion, Bank of Ireland UK, a United Kingdom based Banking and Financial Services organisation with 8696 employees and revenues of $6.61 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys CCPulse, 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 CCPulse 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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Atos United Kingdom | Professional Services | 8972 | $1.3B | United Kingdom | Genesys | Genesys CCPulse | Workforce Management | 2014 | n/a |
In 2014, Atos United Kingdom deployed Genesys CCPulse to support centralized service desk Workforce Management and intraday staffing for its UK customer support operations. The implementation targeted Atos UK service desks supporting NHS England, the Department of Health, the Care Quality Commission, and related arms length bodies, aligning scheduling and real-time monitoring with operational support teams.
Genesys CCPulse was configured to deliver core Workforce Management capabilities including forecasting, shift scheduling, intraday adherence monitoring, and performance dashboards. The deployment emphasized real-time analytics and historical reporting to inform staffing decisions, with Genesys CCPulse serving as the primary application for adherence tracking and agent performance visibility.
Operational integration included linkage to the Genesys telephony environment for voice activity and queue metrics, and to the Remedy ticket logging system to provide ticket lifecycle context for scheduling and escalation workflows. The solution supported day to day communication channels used by analysts, including phone, email, and IM, and interfaced with incident management and service management processes to surface staffing needs based on ticket volumes.
Governance and process changes centered on operational roles within the service desk, including team leader and 1.5 line support responsibilities for ticket management facilitation, analyst training, and escalation coordination. Genesys CCPulse was used as the authoritative Workforce Management application to enforce schedule adherence, guide shift adjustments, and support ongoing training and staffing governance across Atos United Kingdom service desk teams.
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Bank of Ireland | Banking and Financial Services | 11386 | $5.2B | Ireland | Genesys | Genesys CCPulse | Workforce Management | 2014 | n/a |
In 2014, Bank of Ireland implemented Genesys CCPulse in a Workforce Management capacity to support contact center scheduling and real-time operations. The deployment established Genesys CCPulse as the central scheduling and adherence platform used to plan rotas, manage annual leave, and schedule customer mortgage appointments across multiple teams and skill sets.
Operational configuration centered on workforce management and CC Pulse capabilities, with administrators configuring schedules, off-phone activity blocks for training and meetings, and workload balancing rules. The administrator responsible for the implementation acted as a subject matter expert in Genesys workforce management software including WFM and CC Pulse, performing day to day product data management, tracking, checks, collation, and processing through partner portals. Real-time monitoring of call volumes and adherence was actively used to maintain service levels and provide regular operational updates to management.
The implementation integrated Genesys CCPulse with in-house tracking systems and external partner portals used for product updates and testing, supporting workflows that included testing on partner sites for credit cards, investments, savings and mortgages. Management of tracking links across all relevant in-house systems and data and document processing were incorporated into operational processes to ensure appointment scheduling and telephony staffing took product availability into account. These integrations enabled scheduling workflows to be aligned with product data feeds and portal transactions without specifying additional vendor systems.
Governance established a central WFM administrator role responsible for scheduling policy enforcement, rota planning, leave management, and intra-day operational adjustments, with a focus on keeping workloads evenly balanced across teams. The WFM administrator also managed testing and implementation of product updates on partner sites, and provided continual monitoring and communication to management to sustain service levels. Bank of Ireland Genesys CCPulse Workforce Management was therefore positioned as both the operational scheduling engine and the source of adherence reporting for contact center workforce operations.
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Bank of Ireland UK | Banking and Financial Services | 8696 | $6.6B | United Kingdom | Genesys | Genesys CCPulse | Workforce Management | 2014 | n/a |
In 2014 Bank of Ireland UK implemented Genesys CCPulse to support Workforce Management for its contact centre operations. The deployment targeted scheduling and intraday operational control, aligning telephony staffing with demand for mortgage appointments and other customer workflows.
Configuration focused on workforce management capabilities including schedule planning, leave and rota administration, real time adherence monitoring, and off phone activity planning for training and meetings. Genesys CCPulse was used alongside core WFM workflows to plan skill based rostering and to balance workloads across multiple teams and skill sets.
Operational coverage included contact centre telephony staff and mortgage appointment scheduling teams, with day to day tasks that encompassed monitoring real time call volumes and providing regular status updates to management. The implementation referenced integrations with in house tracking systems and external portals used for product data and document processing, supporting appointment scheduling and portal driven investment processing.
Governance was operationally oriented, with subject matter expertise embedded in administration roles responsible for implementing product updates, testing partner site interactions, managing tracking links across internal systems, and maintaining service levels throughout the day. The configuration and SME governance established a continuous operational workflow between scheduling, real time monitoring, and product data management using Genesys CCPulse for Workforce Management.
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Covea | Insurance | 25268 | $36.2B | France | Genesys | Genesys CCPulse | Workforce Management | 2020 | n/a |
In 2020, Covea implemented Genesys CCPulse as a Workforce Management solution to support contact center operations. The deployment was positioned to centralize workforce management responsibilities within the insurer's contact center environment and to formalize routing and capacity processes.
Implementation work included routing design, development and configuration of flow distribution strategies for voice and multimedia channels. Engineers developed routing strategies and distribution of flows using Genesys IRD and Composer for Voice and Multimedia, including email, callback and task routing, while configuring Genesys CCPulse to align workforce planning with contact handling patterns.
Integrations were explicitly documented with Logepal Activeo and the Genesys IRD Composer components, and the project produced technical architecture and technical operation documentation. The technical architecture work covered the interaction between routing engines and the Genesys CCPulse Workforce Management application, and operational documents described runbook procedures for schedule and adherence processes.
Operational scope included contact center operations in the City of Paris, Ile-de-France, with the project impacting agent routing, scheduling governance and day to day contact center workforce processes. Governance work focused on embedding routing strategies into operational procedures and delivering technical operation documentation to support ongoing Workforce Management administration with Genesys CCPulse.
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EE United Kingdom | Communications | 10000 | $11.8B | United Kingdom | Genesys | Genesys CCPulse | Workforce Management | 2018 | n/a |
In 2018 EE United Kingdom deployed Genesys CCPulse as a Workforce Management application to centralize scheduling, adherence monitoring, and agent interaction oversight across contact centre and retail support operations. The deployment targeted operational control for contact centre scheduling and capacity planning while supporting a transitional workforce moving from retail to contact centre roles.
Genesys CCPulse was configured to manage core Workforce Management workflows including shift planning, calendar optimization for coaching and reviews, monitoring of offline time to maintain service level, and generation of operational reports. Operational configuration included creation and ownership of sales tracking workbooks, Team Leader monthly review documents, and Agent monthly review documents used for week on week reporting and coaching cadence.
The implementation operated alongside Nice WFM tools and included project-level integration activities, notably leading the deployment of the Equifax Luminate system into six teams with user guides and escalation points of contact. Operational coverage spanned support for over 500 retail employees transitioning into contact centres, direct support for 100 BT Mobile Retentions colleagues handling EE Upgrades and Retentions calls, and onboarding support for more than 30 new hires.
Governance and process workstreams included stakeholder management up to CEO level, escalation routing for project issues, and structured training and coaching programs to embed new workflows. Reporting ownership and performance management routines were used to identify individual development plans, and the delivery team reported explicit outcomes including achieving +3% conversion month on month and consistent week on week KPI growth for new hires.
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Insurance | 32000 | $17.4B | France | Genesys | Genesys CCPulse | Workforce Management | 2016 | n/a |
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Banking and Financial Services | 5836 | $5.0B | United Kingdom | Genesys | Genesys CCPulse | Workforce Management | 2016 | n/a |
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Banking and Financial Services | 32000 | $10.5B | France | Genesys | Genesys CCPulse | Workforce Management | 2015 | n/a |
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Communications | 750 | $180M | United Kingdom | Genesys | Genesys CCPulse | Workforce Management | 2013 | n/a |
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Media | 7500 | $1.5B | Australia | Genesys | Genesys CCPulse | Workforce Management | 2021 | n/a |
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Buyer Intent: Companies Evaluating Genesys CCPulse
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Genesys CCPulse. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Genesys CCPulse for Workforce Management include:
- Canadian Imperial Bank of Commerce (CIBC), a Canada based Banking and Financial Services organization with 49824 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Canadian Imperial Bank of Commerce (CIBC) | Banking and Financial Services | 49824 | $21.3B | Canada | 2024-10-25 |
FAQ - APPS RUN THE WORLD Genesys CCPulse Coverage
Genesys CCPulse is a Workforce Management solution from Genesys.
Companies worldwide use Genesys CCPulse, from small firms to large enterprises across 21+ industries.
Organizations such as Covea, Groupama, EE United Kingdom, La Banque Postale and Bank of Ireland UK are recorded users of
Genesys CCPulse for Workforce Management.
Companies using Genesys CCPulse are most concentrated in Insurance, Communications and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Genesys CCPulse are most concentrated in France and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys CCPulse across Americas, EMEA, and APAC.
Companies using Genesys CCPulse range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 9.09%, large organizations with 1,001-10,000 employees - 54.55%, and global enterprises with 10,000+ employees - 36.36%.
Customers of Genesys CCPulse include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Genesys CCPulse customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Workforce Management.