List of Genesys DX Customers
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Since 2010, our global team of researchers has been studying Genesys DX 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 DX 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 DX for Chatbots and Conversational AI include: NatWest Group, a United Kingdom based Insurance organisation with 59400 employees and revenues of $19.98 billion, Arise Virtual Solutions, a United States based Professional Services organisation with 3000 employees and revenues of $450.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys DX, 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 DX 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 | Insight Source |
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Arise Virtual Solutions | Professional Services | 3000 | $450M | United States | Genesys | Genesys DX | Chatbots and Conversational AI | 2021 | n/a | In 2021 Arise Virtual Solutions implemented Genesys DX as its Chatbots and Conversational AI platform. The deployment emphasized conversational content management and customer engagement capabilities within Arise contact center operations. Implementation work focused on Genesys DX authoring and intent modeling capabilities, with the Chatbot Content and Design Specialist developing conversational flows, maintaining chatbot content, and managing intents, alternate phrasing, and synonyms to improve query comprehension. A comprehensive Playbook of Standard Operating Procedures and chatbot best practices was created to standardize content updates, quality review, and contributor training across remote teams. Operational scope included cross-functional collaboration with subject matter experts across different teams, time zones, and countries to align responses with organizational knowledge. The program incorporated role-based governance with guidance provided to an AI Trainer and a Technical Writer, and contractors were trained to contribute to content operations and ongoing tuning of conversational models. Governance and workflow restructuring established content ownership, review cycles, and KPI monitoring processes. Ongoing intent tuning and performance tracking delivered an annual deflection rate exceeding 70 percent across approximately 2 million engagements, yielding nearly $7 million in savings while supporting scalable chatbot operations powered by Genesys DX. | |
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NatWest Group | Insurance | 59400 | $20.0B | United Kingdom | Genesys | Genesys DX | Chatbots and Conversational AI | 2020 | n/a | In 2020 NatWest Group implemented Genesys DX to power its contact centre knowledge base and frontline customer service within the Chatbots and Conversational AI category. The project addressed a high-volume inquiry environment where NatWest serves 1.8 million consumers and over 110,000 business customers whose interactions result in the knowledge base being accessed 2.5 million times per month, and where over 30,000 customer service agents field 650,000 to 700,000 questions monthly under largely manual processes and Excel-based capture. Implementation began with a sandbox testing environment to build a critical mass of content and validate conversational workflows before production. The deployment leveraged Genesys DX capabilities including contextual information delivery to agents, a labeling feature for organizing knowledge base content, a Voices Dashboard for aggregating customer feedback, and contact form workflows that were adopted by both product and marketing teams to close previous information silos. Operational rollout covered desktop agent desktops initially and expanded to a Genesys DX self-service chatbot on the mobile application, allowing the chatbot to reduce load on live agents while feeding conversational data back into the knowledge base. The platform presented relevant solutions to agents in-line with customer context, reducing the need for agents to interrupt workflows to consult managers and enabling faster issue resolution across contact centre operations. Governance and content operations were restructured around the labeling tool and Voices Dashboard to expose knowledge base gaps and prioritize content creation, freeing management to focus on content optimization rather than manual routing. NatWest Group reported reduced call handle time in six weeks, higher process efficiency, increased customer satisfaction, and quicker implementation compared with a prior system that had taken nine months to set up, and Simon Johnson Head of Digital Customer Experience noted that Genesys DX did not require technical staff with coding experience compared to prior Oracle and IBM based solutions. |
Buyer Intent: Companies Evaluating Genesys DX
- Bizkonnect Solutions, a India based Professional Services organization with 113 Employees
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