List of Genesys Customer Interaction Management (CIM) Customers
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Since 2010, our global team of researchers has been studying Genesys Customer Interaction Management (CIM) 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 Management (CIM) 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 Management (CIM) for Call Center include: Groupama, a France based Insurance organisation with 31600 employees and revenues of $15.00 billion, ABN AMRO, a Netherlands based Banking and Financial Services organisation with 22267 employees and revenues of $10.44 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys Customer Interaction Management (CIM), 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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ABN AMRO | Banking and Financial Services | 22267 | $10.4B | Netherlands | Genesys | Genesys Customer Interaction Management (CIM) | Call Center | 2013 | n/a |
In 2013, ABN AMRO implemented Genesys Customer Interaction Management (CIM) as a Call Center solution to extend communication channels into social media, enhance competitive differentiation, and improve customer service. The implementation was executed for the bank's customer service operations in the Netherlands, aligning with the Financial services industry context and the vendor Genesys product suite.
The deployment used the Genesys Customer Experience Platform alongside Genesys Interaction Management, Genesys Outbound Voice, Genesys Voice Platform, and Genesys Social Engagement, configuring interaction routing, outbound voice campaign capabilities, voice channel infrastructure, and social channel engagement. Functional configuration emphasized centralized interaction routing and policy-driven channel selection to support both inbound and outbound contact center workflows under the Genesys Customer Interaction Management (CIM) framework.
Operational coverage centered on contact center and customer service functions in the Netherlands, consolidating voice, outbound voice, and social media touchpoints within the Call Center architecture. The implementation standardized channel handling so that voice sessions, outbound campaigns, and social interactions were managed through a unified interaction management layer.
Governance and process changes focused on establishing channel orchestration rules and operational playbooks for social engagement and outbound voice campaigns, along with configuration governance for routing and engagement policies. The project addressed ABN AMROs stated challenges to extend communications to social media channels, enhance competitive differentiation, and improve customer service without presuming specific measured outcomes.
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Groupama | Insurance | 31600 | $15.0B | France | Genesys | Genesys Customer Interaction Management (CIM) | Call Center | 2016 | n/a |
In 2016, Groupama deployed Genesys Customer Interaction Management (CIM) to centralize omnichannel Call Center operations across its network of 2,000 sales agencies and ten shared contact centers in France. The initiative was driven by a requirement for full visibility of communications and end to end management across agency, back office, and contact center teams, with an explicit focus on improving customer experience and steering commercial activity.
The implementation leveraged a multicomponent Genesys platform, including Customer Interaction Management, Virtual Customer Service, CCPulse, Workforce Management, Smart Link technology, and Genesys Info Mart. Genesys Customer Interaction Management (CIM) was configured to support advanced routing strategies that match incoming calls to the best placed advisor by availability and expertise, to forward calls to a customer’s personal advisor when available, or to route to specialist branches, geographic groups, or agency experts. The platform also virtualized infrastructure and provided planning tools and automation for repetitive call tasks, enabling advisors to focus on advisory and customer intake activities.
Integration work connected the Genesys platform with Groupama’s existing unified communications environment, extending steering capabilities from the contact centers into the agency network and back office. The architecture included event driven workflows such as a telephone reminder generated within 15 minutes when a customer requests a quotation on groupama.fr, and a program of messaging modernization to reduce email circulation across agencies, back office, and head office. The roadmap preserved provisions to integrate additional interaction channels such as chat, videoconferencing, and social networks into the Call Center environment.
Governance and operational changes emphasized centralized steering and local execution, implementing a ‘‘connected vessels’’ approach to manage call traffic dynamically between centers and agencies and to optimize activity during peak periods. Interaction data was captured in Genesys Info Mart to provide reporting and problem identification for process decisions, and automation of routine contacts reduced advisor handling of repetitive tasks. Groupama stated a target to increase call response rates by 20 percent once deployment was completed, reflecting an explicit operational goal tied to the deployment.
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