List of Genesys Conversation Manager Customers
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Since 2010, our global team of researchers has been studying Genesys Conversation Manager 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 Conversation Manager for Customer 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 Conversation Manager for Customer Engagement include: Hutchison 3G UK, a United Kingdom based Communications organisation with 4800 employees and revenues of $2.71 billion, MYOB Australia, a Australia based Professional Services organisation with 1301 employees and revenues of $425.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Conversation Manager, 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 Conversation Manager 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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Hutchison 3G UK | Communications | 4800 | $2.7B | United Kingdom | Genesys | Genesys Conversation Manager | Customer Engagement | 2013 | n/a |
In 2013 Hutchison 3G UK deployed Genesys Conversation Manager as part of a broader Customer Engagement program to modernize its multi-site, multi-channel contact centre platform. The implementation supported a large contact environment described in project documentation, covering IVR capacity of 1100 ports and an agent footprint referenced at 5000 agents, and targeted skill based routing, omni channel queuing and agent desktop modernization.
The solution architecture used Genesys Conversation Manager alongside Genesys Framework 8.1.x, SIP Server 8.1.x, GVP 8.1.7, ORS/URS 8.1.x and Genesys Rules System 8.x to deliver context services and SCXML based ORS routing for omni channel skill based routing. Functional modules implemented included Genesys e Services for e mail, webchat and social channels, Genesys Mobile Engagement, IWS SIP agent desktops, outbound contact integration in ASM mode, and real time reporting via CCPulse with historical reporting on ICONs InfoMart GI2 and Composer for configuration.
Integration architecture was explicitly virtualized in a VMWare environment and integrated with telco and middleware components such as ACME 9200 SBCs, Nokia Siemens Networks soft switch, NSM soft switch, CSM load balancers and the SpeechStorm VoiceXML self service platform. Back end connectivity used a Tibco EAI wrapper to link SpeechStorm self service voice applications to H3G systems including PeopleSoft CRM, Single View, VMS, Payment Gateway SolveSE and Mi Pay, and interop paths were retained to Aspect ACD via Aspect TServer during phased cutover activities.
Project governance was led by internal solutions architects who owned HLSD and LLD design, proof of concept builds, field validation with Core Voice network teams and vendor teams, platform build and production integration testing. The team executed a phased program with Phase 1 focusing on IP Telephony and GVP call steering with Genesys routing to existing Aspect agents, and Phase 2 introducing full Genesys IWS SIP agent desktops, Conversation Manager based context routing and omni channel orchestration.
Genesys Conversation Manager was restated in program artifacts as the context services engine for routing and interaction state, operating within the Customer Engagement stack to unify routing logic across voice, digital channels and outbound. Operational handover to support teams followed platform build and testing, with reporting and orchestration components placed into production as described in implementation notes.
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MYOB Australia | Professional Services | 1301 | $425M | Australia | Genesys | Genesys Conversation Manager | Customer Engagement | 2017 | Global Speech Networks |
In 2017 MYOB Australia implemented Genesys Conversation Manager to overhaul its contact centre and centralize Customer Engagement for customer service operations. The deployment focused on providing an integrated omnichannel customer service experience across voice, chat, email and SMS, while surfacing a 360-degree view of customer interactions for agents.
The ANZ deployment was delivered by partner Global Speech Networks and configured to instrument Genesys Conversation Manager as the orchestration layer for omnichannel routing, conversation history and the agent desktop context. Functional capabilities implemented included conversation aggregation across channels, session management and agent-facing interaction history to enable consistent handling across voice, chat, email and SMS.
Operational scope targeted MYOB Australia contact centre and customer service teams across the ANZ region, orienting workflows toward improved self-service, higher agent efficiency and consistency of experience across channels. Governance emphasized centralized conversation visibility and standardized agent workflows through the Genesys Conversation Manager implementation, with partner-led rollout and configuration for telephony and messaging channels.
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Buyer Intent: Companies Evaluating Genesys Conversation Manager
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