List of Genesys Cloud CX Call Recording 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 Cloud CX Call Recording 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 Cloud CX Call Recording for Call Tracking and Recording 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 Cloud CX Call Recording for Call Tracking and Recording include: Sage, a United Kingdom based Professional Services organisation with 11094 employees and revenues of $3.27 billion, Emrill, a United Arab Emirates based Professional Services organisation with 7600 employees and revenues of $2.80 billion, Butterball, a United States based Consumer Packaged Goods organisation with 8000 employees and revenues of $1.50 billion, AIA New Zealand, a New Zealand based Insurance organisation with 600 employees and revenues of $250.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Cloud CX Call Recording, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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AIA New Zealand | Insurance | 600 | $250M | New Zealand | Genesys | Genesys Cloud CX Call Recording | Call Tracking and Recording | 2024 | Kytec |
In 2024, AIA New Zealand implemented Genesys Cloud CX Call Recording as part of a broader Genesys Cloud CX deployment to modernize its insurance contact centre. The program targeted CRM and contact centre operations in New Zealand and consolidated telephony, workforce management and call recording into a single platform.
The deployment configured Genesys Cloud CX Call Recording alongside telephony routing and workforce management capabilities within the Genesys Cloud CX environment. The implementation centralized call capture and linked recorded interactions to Salesforce CRM records, enabling unified contact centre workflows and Call Tracking and Recording under one operational platform.
The systems integrator Kytec supported the rollout and coordinated the Salesforce integration and platform provisioning for the environment. Operational scope covered contact centre and customer service functions across AIA New Zealand, with approximately 250 user seats transitioned during the program.
The migration transitioned 250 users in about three and a half months through a phased cutover and operational validation process. As reported by the customer the deployment delivered a 20% reduction in average handle time and a 7% improvement in CSAT, outcomes associated with the consolidated Genesys Cloud CX Call Recording and CRM-aligned contact handling.
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Butterball | Consumer Packaged Goods | 8000 | $1.5B | United States | Genesys | Genesys Cloud CX Call Recording | Call Tracking and Recording | 2018 | n/a |
In 2018, Butterball implemented Genesys Cloud CX Call Recording as part of a Genesys PureCloud deployment to operate its seasonal Turkey Talk-Line and its consumer support contact center. The implementation positioned Genesys Cloud CX Call Recording within Butterball's customer service stack to provide recorded interaction capture and supervisory monitoring during peak holiday volumes.
Deployment focused on Call Tracking and Recording capabilities, configuring recorded interaction capture, supervisor listen in and analytics instrumentation to retain and surface high volume holiday interactions. The implementation used Genesys PureCloud platform features for session recording, playback and metadata indexing, enabling historical interaction retrieval for quality and reporting workflows. Configuration emphasized scalable session handling to accommodate spikes in call volume associated with the Turkey Talk-Line campaign.
Operational scope covered the consumer support organization and contact center supervisors, who accessed recorded sessions for live listen in and post call review as part of quality assurance and analytics processes. Governance adapted to seasonal operations, with processes for enabling increased recording retention and supervisor access during peak periods to support monitoring and analysis. Butterball reported improvements in scalability, supervisor listen in capabilities and analytics during high volume holiday spikes as outcomes of the Genesys Cloud CX Call Recording deployment.
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Emrill | Professional Services | 7600 | $2.8B | United Arab Emirates | Genesys | Genesys Cloud CX Call Recording | Call Tracking and Recording | 2025 | C S Infocomm Computers Trading |
In 2025, Emrill implemented Genesys Cloud CX Call Recording as part of a four-month programme to deliver an omnichannel contact centre platform for facilities-management customer service in the United Arab Emirates. The deployment focused on consolidating Call Tracking and Recording capabilities with omnichannel routing to support voice and messaging channels and to centralize customer interaction visibility across customer service operations.
The implementation configured Genesys Cloud CX Call Recording modules for live call monitoring, screen recording and real-time analytics, alongside agent monitoring and session recording workflows. Genesys Cloud CX Call Recording was provisioned to capture voice and screen interactions, feed recordings into analytics pipelines and enable supervisors to perform live monitoring and quality review across contact centre shifts.
The project was executed with implementation support from C S Infocomm Computers Trading, integrating voice, messaging and analytics streams into the cloud contact centre architecture. Rollout followed a four-month delivery cadence, with phased cutover across UAE contact centre operations, and governance aligned to contact centre quality assurance and incident response processes. Within weeks of go-live the UAE implementation reported faster handling, improved first-contact resolution and CSAT rates between 70 to 80 percent.
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Sage | Professional Services | 11094 | $3.3B | United Kingdom | Genesys | Genesys Cloud CX Call Recording | Call Tracking and Recording | 2018 | n/a |
In 2018 Sage implemented Genesys Cloud CX Call Recording to centralize voice feedback and strengthen its Call Tracking and Recording capability across customer experience operations. The deployment was positioned as part of a broader customer voice program aimed at capturing real time feedback and enabling frontline teams to act on customer sentiment.
Genesys Cloud CX Call Recording was configured to provide continuous call capture, secure storage and searchable retrieval, alongside quality monitoring workflows and compliance controls typical of enterprise call recording. The implementation emphasized analytics-ready recording data to feed customer insight processes and agent coaching, aligning recording capture with customer feedback workflows.
Sage paired voice recording with a UK partnership rollout of Rant & Rave, deploying Rant & Rave for Salesforce and Frontline Engagement as part of a consolidated platform. The combined program moved the company from seven disparate solutions to a single, centralized approach and extended Rant & Rave to 8,000 users globally, while operational coverage began in the UK and expanded to global customer experience and frontline teams.
Governance concentrated on closing the loop between recorded interactions and feedback workflows, driving frontline engagement and structured issue resolution. Reported outcomes from the broader customer voice initiative included an increase in Customer Satisfaction of 5 percent, an increase in Net Promoter Score of more than 10 points, and a reduction in the cost of complaints by more than 30 percent, outcomes cited by Sage leadership as evidence of improved customer insight and engagement.
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Buyer Intent: Companies Evaluating Genesys Cloud CX Call Recording
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FAQ - APPS RUN THE WORLD Genesys Cloud CX Call Recording Coverage
Genesys Cloud CX Call Recording is a Call Tracking and Recording solution from Genesys.
Companies worldwide use Genesys Cloud CX Call Recording, from small firms to large enterprises across 21+ industries.
Organizations such as Sage, Emrill, Butterball and AIA New Zealand are recorded users of
Genesys Cloud CX Call Recording for Call Tracking and Recording.
Companies using Genesys Cloud CX Call Recording are most concentrated in Professional Services, Consumer Packaged Goods and Insurance, with adoption spanning over 21 industries.
Companies using Genesys Cloud CX Call Recording are most concentrated in United Kingdom, United Arab Emirates and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Cloud CX Call Recording across Americas, EMEA, and APAC.
Companies using Genesys Cloud CX Call Recording range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 25%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 25%.
Customers of Genesys Cloud CX Call Recording 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 Cloud CX Call Recording customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Tracking and Recording.