List of Genesys Cloud EX Customers
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Since 2010, our global team of researchers has been studying Genesys Cloud EX 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 EX for Employee Engagement 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 EX for Employee Engagement include: Best Buy Canada, a Canada based Retail organisation with 12000 employees and revenues of $3.80 billion, Etraveli Group, a Sweden based Professional Services organisation with 2500 employees and revenues of $600.0 million, Kiwibank, a New Zealand based Banking and Financial Services organisation with 2500 employees and revenues of $600.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Cloud EX, 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 EX 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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Best Buy Canada | Retail | 12000 | $3.8B | Canada | Genesys | Genesys Cloud EX | Employee Engagement | 2023 | Star Telecom |
In 2023 Best Buy Canada implemented Genesys Cloud EX to establish Employee Engagement across its Canadian contact centers in the retail sector. The deployment was executed with implementation partner Star Telecom and emphasized a cloud-hosted contact center architecture to standardize agent experience and operational workflows.
The implementation included workforce engagement management capabilities, quality management and agent assist as core functional modules, with Genesys Cloud EX configured to centralize forecasting, scheduling, adherence, quality monitoring and agent coaching workflows. Agent desktop instrumentation and WEM processes were aligned to support supervisor dashboards, quality scoring and agent performance management.
Operational coverage targeted Best Buy Canada contact center sites across the country and focused on instrumenting agent-facing tools for real-time assistance and QA workflows within the Genesys Cloud EX environment. The deployment leveraged cloud-native routing and orchestration to unify omnichannel contact handling and agent workflow orchestration without introducing named third-party system dependencies in the public case details.
Governance and rollout proceeded via a phased approach led by Star Telecom, coupling implementation with training and change management for supervisors, workforce planners and quality teams to adapt processes and reporting. The Genesys case study cites a 20% reduction in overall operating costs, a 19% decrease in average handle time and a 40% drop in call transfers following the deployment.
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Etraveli Group | Professional Services | 2500 | $600M | Sweden | Genesys | Genesys Cloud EX | Employee Engagement | 2023 | GlobalConnect Group |
In 2023, Etraveli Group implemented Genesys Cloud EX in the Employee Engagement category to manage and engage roughly 300 back-office employees in Sweden. The deployment focused on claims, payouts and ticketing teams and was executed as part of a wider Genesys Cloud rollout supporting employee experience and workforce management across the company 027s Swedish operations.
Genesys Cloud EX was configured to centralize agent desktop capabilities, schedule-driven workforce management workflows and interaction routing to reduce unnecessary IVR transfers. GlobalConnect Group served as the systems integrator for the deployment, integrating Genesys Cloud EX with existing IVR and call transfer flows and aligning workforce management processes to improve schedule adherence and operational consistency.
Governance and rollout aligned internal operations and BPO partners to standardized scheduling and performance dashboards, with change control applied through the broader Genesys Cloud program in Sweden. The Genesys case study reports a 15% increase in employee productivity, improved schedule adherence by 10% among BPO partners and 10% cost savings on IVR and call transfers following the deployment.
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Kiwibank | Banking and Financial Services | 2500 | $600M | New Zealand | Genesys | Genesys Cloud EX | Employee Engagement | 2023 | Spark NZ |
In 2023, Kiwibank deployed Genesys Cloud EX for Employee Engagement with implementation partner Spark NZ, initiating a program to modernize contact center workforce engagement across its New Zealand operations. The deployment targeted voicebots, routing and agent workflows to address workforce management and employee experience in retail banking contact centers.
Kiwibank configured Genesys Cloud AI capabilities alongside workforce engagement management to centralize scheduling, forecasting and real time adherence workflows, and to instrument agent performance and shift optimization. Voicebot modernization focused on intent reduction and conversational routing to reduce handoffs and improve first contact resolution. The Genesys Cloud EX implementation included agent workspace configuration, queue management and skills based routing to align agent workloads with contact patterns.
The rollout spanned New Zealand contact centers and integrated into the bank's routing and agent workflow layers, impacting contact center operations, workforce management and employee experience functions. Spark NZ led integration and deployment activities across sites, coordinating configuration, change management and phased cutovers.
According to the Genesys case study, the program produced a large reduction in intents, a 27% drop in transfers and a 19% reduction in average handle time, outcomes that map directly to the Genesys Cloud EX workforce engagement and AI led routing capabilities deployed at Kiwibank.
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