List of Genesys Customer Interaction Center (CIC) Customers
Genesys
1302 El Camino Real, Suite 300,
Menlo Park, 94025, CA,
United States
Menlo Park, 94025, CA,
United States
1 650-466-1100
Professional Services
6200
$2.3B
Since 2010, our global team of researchers has been studying Genesys Customer Interaction Center (CIC) 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 Customer Interaction Center (CIC) for Call Center 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 Customer Interaction Center (CIC) for Call Center include: Groupama, a France based Insurance organisation with 31600 employees and revenues of $15.94 billion, Groupama, a France based Insurance organisation with 31600 employees and revenues of $15.00 billion, Randstad USA, a United States based Professional Services organisation with 7100 employees and revenues of $6.07 billion, H&M USA, a United States based Retail organisation with 12956 employees and revenues of $2.55 billion, Arrow Global Group plc, a United Kingdom based Banking and Financial Services organisation with 2500 employees and revenues of $307.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Customer Interaction Center (CIC), 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 CRM software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Arrow Global Group plc | Banking and Financial Services | 2500 | $307M | United Kingdom | Genesys | Genesys Customer Interaction Center (CIC) | Call Center | 2014 | n/a |
In 2014 Arrow Global Group plc implemented Genesys Customer Interaction Center (CIC) as a Call Center platform to centralize voice contact operations and outbound campaign orchestration. The deployment positioned Genesys Customer Interaction Center (CIC) to manage agent routing, outbound dialing and automated self service for customer interactions.
The implementation combined the CIC core with a Predictive Outbound Dialler plus sub products and plug ins including Interactive Voice Response IVR, Attendant, Recorder and Speech Analyzer. The telephony architecture was VoIP based using Session Initiation Protocol SIP for signaling and Real time Transport Protocol RTP for media, with configuration focused on CIC routing, outbound campaign orchestration, IVR call flows, call recording and speech analytics.
Telecom and VoIP specialist Capquest Group Ltd delivered application and business second and third line support from August 2015 to August 2017 for a business critical system operating over 400 users, covering call centre agents and back office users. Support responsibilities encompassed implementing, documenting, managing and supporting the VoIP telephony infrastructure and platform operations to sustain daily contact centre activities.
Operational governance emphasized regulatory compliance with UK requirements including PCI DSS, OFCOM and the Financial Conduct Authority, with controls applied to call recording, data handling and secure payment processes. Runbooks, documented support procedures and incident handling workflows were maintained to preserve availability and compliance for the Call Center business function.
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Groupama | Insurance | 31600 | $15.9B | France | Genesys | Genesys Customer Interaction Center (CIC) | Call Center | 2016 | n/a |
In 2016, Groupama implemented Genesys Customer Interaction Center (CIC) within its Call Center environment to formalize a shared contact platform across its national footprint. The deployment targeted an existing network of 10 call centers and a field force spanning 2,000 sales agencies, reflecting a need to preserve telephony as the primary client channel while enabling broader omnichannel contact points.
The implementation consolidated a suite of Genesys solutions, specifically Customer Interaction Management, Virtual Customer Service, CCPulse, and Workforce Management, under the Genesys Customer Interaction Center (CIC) umbrella. Configuration work focused on personalized call handling and interactive routing, workforce planning and scheduling, and virtualization of infrastructure to centralize contact routing and agent tooling across sites.
Operational integration extended steering capabilities from the contact centers into the agency network and back office, aligning call routing, agent desktop context, and planning processes across customer service, agency operations, and administrative processing. The architecture emphasized shared platform services for routing and workforce management, enabling coordinated scheduling and unified handling of inbound telephony and digital interactions.
Governance and process changes centered on streamlining the customer experience by standardizing call management workflows, equipping teams with planning tools, and virtualizing key infrastructure components. Reported improvements included more personalized responses and enhanced planning capabilities driven by the Genesys Customer Interaction Center (CIC) implementation in Groupama Call Center operations.
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Groupama | Insurance | 31600 | $15.0B | France | Genesys | Genesys Customer Interaction Center (CIC) | Call Center | 2016 | n/a |
In 2016, Groupama implemented Genesys Customer Interaction Center (CIC) to extend contact center capabilities across its network and centralize customer interaction management. The Call Center deployment connected ten call centers with 2,000 sales agencies and back-office teams throughout France, aligning contact routing with the insurer's customer service and distribution functions.
The implementation built on a shared technical platform that included Genesys Customer Interaction Management, Virtual Customer Service, CCPulse, and Workforce Management, with Smart Link technology deployed to route interactions. These functional modules provided personalized routing based on advisor availability and expertise, automated handling of repetitive tasks to reduce advisor workload, planning and workforce optimization tools, and monitoring dashboards for operational steering.
Architecturally, Smart Link was integrated with Groupama's existing unified communication system to match incoming calls to the best placed advisor across agencies, contact centers, and back office teams. Genesys Info Mart was used to store interaction data for analysis, and the environment used virtualization to consolidate infrastructure and enable centralized visibility. The solution also orchestrated a web to voice flow that generated a telephone reminder within 15 minutes when a customer requested a quotation on groupama.fr.
Operationally the scope covered call center agents, agency advisors, back office personnel, and marketing and customer distribution leadership, with governance extended to agency networks for unified steering. Routing strategies were configured to direct calls to specialist branches, geographic areas, or specific experts, and the program emphasized connected vessel principles to rebalance call traffic during peak periods and improve response coordination among teams.
Process changes focused on prioritizing customer experience over telephony mechanics, linking call steering to commercial activity and consolidating message handling to reduce lost emails between agencies and headquarters. Modernization of messaging and planned support for additional channels such as chat, videoconferencing, and social networks were included to enable future omnichannel integration. Groupama set an explicit operational target to increase call response rates by 20 percent once deployment was completed, and agents were freed to concentrate on advisory tasks through automation and centralized routing.
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Retail | 12956 | $2.6B | United States | Genesys | Genesys Customer Interaction Center (CIC) | Call Center | 2018 | n/a |
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Professional Services | 7100 | $6.1B | United States | Genesys | Genesys Customer Interaction Center (CIC) | Call Center | 2018 | n/a |
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Buyer Intent: Companies Evaluating Genesys Customer Interaction Center (CIC)
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FAQ - APPS RUN THE WORLD Genesys Customer Interaction Center (CIC) Coverage
Genesys Customer Interaction Center (CIC) is a Call Center solution from Genesys.
Companies worldwide use Genesys Customer Interaction Center (CIC), from small firms to large enterprises across 21+ industries.
Organizations such as Groupama, Randstad USA, H&M USA and Arrow Global Group plc are recorded users of
Genesys Customer Interaction Center (CIC) for Call Center.
Companies using Genesys Customer Interaction Center (CIC) are most concentrated in Insurance, Professional Services and Retail, with adoption spanning over 21 industries.
Companies using Genesys Customer Interaction Center (CIC) are most concentrated in France, United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Customer Interaction Center (CIC) across Americas, EMEA, and APAC.
Companies using Genesys Customer Interaction Center (CIC) range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 40%, and global enterprises with 10,000+ employees - 60%.
Customers of Genesys Customer Interaction Center (CIC) 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 Customer Interaction Center (CIC) customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.