List of Genesys Cloud CX Chat Customers
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Since 2010, our global team of researchers has been studying Genesys Cloud CX Chat 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 Chat for Chatbots and Conversational AI 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 Chat for Chatbots and Conversational AI include: Dubai Municipality, a United Arab Emirates based Government organisation with 11000 employees and revenues of $16.00 billion, Robert Bosch UK, a United Kingdom based Manufacturing organisation with 6000 employees and revenues of $3.84 billion, Motor Insurers Bureau, a United Kingdom based Insurance organisation with 386 employees and revenues of $858.0 million, Utility Warehouse, a United Kingdom based Professional Services organisation with 2005 employees and revenues of $275.0 million, Comite Social et Economique Brittany Ferries, a France based Leisure and Hospitality organisation with 2500 employees and revenues of $218.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Cloud CX Chat, 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 Cloud CX Chat 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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Comite Social et Economique Brittany Ferries | Leisure and Hospitality | 2500 | $218M | France | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2013 | n/a |
In 2013, Comite Social et Economique Brittany Ferries implemented Genesys Cloud CX Chat to deliver managed chat and conversational tooling within its existing contact centre footprint. The deployment targeted Genesys Cloud CX Chat as the conversational layer supporting passenger and freight interactions under the Chatbots and Conversational AI category, aligning chat workflows with agent routing and omnichannel queuing.
Configuration centered on chat session routing, agent desktop integration, and transcript capture, with operational linkages to workforce optimization capabilities. Genesys Cloud CX Chat was configured alongside call recording and quality management processes to ensure conversational interactions fed existing WFO workflows, reflecting the organisation's emphasis on integrated contact centre operations.
The implementation integrated with an established communications estate, including a pan European 16 site Cisco CUCM PBX environment, Cisco Jabber endpoints, ISDN and SIP trunks, and ship to shore connectivity. Operational coverage included eight Genesys omnichannel contact centres across passenger and freight functions, and cross border teams in the United Kingdom and France were part of the supported rollout.
Governance for the Genesys Cloud CX Chat rollout followed product management and departmental oversight, with product managers responsible for vendor and supplier coordination, crisis management, and adherence to PCI DSS and GDPR security requirements. Processes were adjusted to incorporate chat governance, quality management checkpoints, and workforce optimization handoffs, embedding Chatbots and Conversational AI into existing unified communications and contact centre operations.
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Department for Work & Pensions | Government | 200 | $30M | United Kingdom | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2018 | n/a |
In 2018, the Department for Work & Pensions implemented Genesys Cloud CX Chat as part of a Chatbots and Conversational AI initiative to modernize citizen contact handling. The deployment centralized incoming contacts into a single queue and delivered a unified, real-time view across voice, email, webchat and social media to speed access to support and improve routing across 130 sites.
Genesys Cloud CX Chat was configured with self-service and omnichannel routing capabilities and included modules for inbound and outbound handling, email case management, chat and social channel orchestration, agent desktop consolidation and workforce optimization. The implementation emphasized conversational workflows that route contacts to the best-placed available expert, enable agents to multitask across channels and surface contextual interaction data on a single desktop.
Operational integrations consolidated voice, email, webchat and social media channels into the Genesys Cloud CX Chat platform, enabling unified queueing and consistent interaction records for contact center teams. The rollout covered contact center operations across 130 sites in the United Kingdom and directly impacted customer service operations, contact routing, workforce planning and agent desktop processes.
Governance was organized around centralized queueing and routing policies with real-time monitoring to improve planning and workload understanding, and operational workflows were adjusted to increase digital channel handling and agent productivity. Documented outcomes include reduced call volume and duration, lowered costs, improved customer experience and increased agent productivity and satisfaction, with projected eight-figure savings over a five-year period.
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Dubai Municipality | Government | 11000 | $16.0B | United Arab Emirates | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2016 | n/a |
In 2016, Dubai Municipality implemented Genesys Cloud CX Chat to expand multichannel citizen engagement and modernize its contact center channels. The deployment is described within the Chatbots and Conversational AI category and established telephonic, web chat, and mobile-based channels to serve a diverse resident population. Genesys Cloud CX Chat provided native Arabic support and a high degree of customization, enabling configurable conversational flows and language-specific handling for public sector service requests. The solution included powerful monitoring and reporting capabilities that were used to surface agent activity and queue performance for operational oversight.
Operationally the implementation focused on the municipality contact center and citizen-facing service functions, unifying telephone, webchat, and mobile application interactions under a single conversational platform. Agents were empowered with richer interaction data and fresh insights from Genesys Cloud CX Chat, allowing Dubai Municipality to fine-tune customer experience, streamline processes, and increase customer satisfaction. The configuration emphasized localized language support, contact center orchestration, and customizable conversational workflows to improve agent productivity and citizen choice across channels.
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Insurance | 386 | $858M | United Kingdom | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2019 | n/a |
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Manufacturing | 6000 | $3.8B | United Kingdom | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2018 | n/a |
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Professional Services | 783 | $137M | United Kingdom | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2018 | n/a |
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Professional Services | 260 | $66M | United Kingdom | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2020 | n/a |
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Professional Services | 2005 | $275M | United Kingdom | Genesys | Genesys Cloud CX Chat | Chatbots and Conversational AI | 2020 | n/a |
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Buyer Intent: Companies Evaluating Genesys Cloud CX Chat
- Seven Seas Computers United Arab Emirates, a United Arab Emirates based Professional Services organization with 320 Employees
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