List of Genesys Engage Digital (eServices) Customers
Genesys
1302 El Camino Real STE 300,
Menlo Park CA, 94025, CA,
United States
Menlo Park CA, 94025, CA,
United States
1 650-466-1100
Professional Services
6200
$2.5B
Since 2010, our global team of researchers has been studying Genesys Engage Digital (eServices) 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 Engage Digital (eServices) 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 Engage Digital (eServices) for Customer Engagement include: Bank of Ireland UK, a United Kingdom based Banking and Financial Services organisation with 8696 employees and revenues of $6.61 billion, Bank of Ireland, a Ireland based Banking and Financial Services organisation with 11386 employees and revenues of $5.20 billion, Conduent, a United States based Professional Services organisation with 56000 employees and revenues of $3.40 billion, Hutchison 3G UK, a United Kingdom based Communications organisation with 4800 employees and revenues of $2.71 billion, Bank OCBC NISP, a Indonesia based Banking and Financial Services organisation with 6000 employees and revenues of $698.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Engage Digital (eServices), 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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Bank OCBC NISP | Banking and Financial Services | 6000 | $698M | Indonesia | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2017 | n/a |
In 2017, Bank OCBC NISP implemented Genesys Engage Digital (eServices) in the Customer Engagement category to support a mobile first strategy and extend banking reach beyond its physical branch footprint. The implementation targeted omnichannel onboarding, customer support, and digital servicing workflows to address Indonesia's dispersed geography and a large unbanked population.
The deployment centralized digital channels and contact center capabilities, integrating an in‑app video call function for regulatory face to face KYC verification with contact center routing and session continuity. Genesys Engage Digital (eServices) delivered a unified agent desktop and customer interaction record, enabling a 360 degree view of onboarding, transaction history, and open service cases for contact center agents.
Architecturally the bank integrated its mobile banking app video solution and contact center support onto a single Genesys platform, creating channel visibility across web, mobile, and voice touchpoints. The solution supports omnichannel journey tracking to identify customer state during onboarding, transacting, and problem resolution, and it preserves session context when customers move between digital footprints.
Operational scope included contact center operations, digital channels teams, and front office staff who handle onboarding and service requests, with configuration focused on KYC video workflows and omnichannel routing. As an explicit outcome of the implementation, contact center agents gained a consolidated customer view and the ability to proactively deliver timely, relevant communications throughout the customer journey.
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Bank of Ireland | Banking and Financial Services | 11386 | $5.2B | Ireland | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2014 | n/a |
In 2014, Bank of Ireland deployed Genesys Engage Digital (eServices) as part of a Telephony Transformation Programme. The engagement ran through engineering and integration testing phases based at BT Ireland Tallaght in County Dublin between November 2013 and March 2015, with a Genesys engineer and integration test lead executing core test and integration activities.
The implementation delivered Customer Engagement capabilities using Genesys Engage Digital (eServices) to instrument social channels including Twitter and Facebook, email handling, outbound dialler workflows, and realtime and historical reporting. Platform components and administration tooling included the Genesys V8 Platform, Genesys Administrator and Genesys Administrator Extension GAX, iWS, CME, CCPulse real time reporting, Historical CC Analyser and Outbound Dialler.
Voice and monitoring integrations were implemented with the Avaya phone system and Avaya One X, with Verint Call Recording v11, Symon Wallboards and Speech Storm used for recording, quality and wallboard displays. Testing and validation spanned end to end testing, system integration testing, regression, functional testing, business integration testing and business and user acceptance testing, supported by designed and executed test scripts and a developing test suite.
Governance and rollout activity included requirements gathering, business analysis, review of current call flows, defect management and resolution support, user training and go live migration support, with ongoing liaison with directors and third party suppliers. Post go live responsibilities encompassed Genesys 8 technical support and BAU service requests, maintaining operational continuity for contact centre and customer service functions on the Customer Engagement platform.
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Bank of Ireland UK | Banking and Financial Services | 8696 | $6.6B | United Kingdom | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2014 | n/a |
In 2014 Bank of Ireland UK implemented Genesys Engage Digital (eServices) as part of a Telephony Transformation Programme to address Customer Engagement across voice and digital channels. The rollout documented in project activities between November 2013 and March 2015 positioned Genesys Engage Digital (eServices) to support customer service and contact centre workflows for the Bank of Ireland UK contact operation.
The implementation included core Genesys components and administrative tooling, specifically Genesys V8 Platform, Genesys Administrator and Genesys Administrator Extension GAX, iWS and CME. Functional capabilities brought online included Genesys eServices for Twitter, Facebook and Email, an Outbound Dialler, CCPulse real time reporting, Historical CC Analyser for analytics, Verint Call Recording v11, Symon wallboards and Speech Storm for speech analytics integration.
Integration work connected the Genesys V8 environment with an Avaya Phone System and Avaya One X client, and testing focused on System Integration Testing, Functional Testing, Business Integration Testing, Regression Testing and Business and User Acceptance Testing. The deployment was validated through end to end testing, test script and scenario development, and execution of test suites to exercise digital channel routing, outbound campaigns and real time plus historical reporting feeds.
Governance and operationalization were driven by test leadership responsibilities including requirements gathering, designing and developing test scripts, defect management and resolution support, user training and go live migration support. Project activities also covered liaison with directors and third party suppliers and establishing Genesys 8 technical support and BAU service request handling for ongoing Customer Engagement operations.
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City of Polk City, FL | Government | 30 | $6M | United States | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2020 | n/a |
In 2020, City of Polk City, FL deployed Genesys Engage Digital (eServices) as its Customer Engagement solution. Genesys Engage Digital (eServices) is embedded on the municipal website at https://eservices.mypolkcity.org/ubs1/ to deliver citizen-facing eServices and digital contact points for municipal inquiries and service initiation.
The implementation centers on web-based eServices capabilities typical of Customer Engagement platforms, including digital intake forms, web self-service workflows, asynchronous messaging orchestration, and case routing aligned to municipal service requests. Deployment architecture emphasizes embedding Genesys Engage Digital (eServices) components into the city portal to enable service initiation and tracking from the website into municipal operational workflows, with governance oriented around municipal service channels and web operations, and configuration managed through the application administrative interfaces.
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Conduent | Professional Services | 56000 | $3.4B | United States | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2021 | n/a |
In 2021, Conduent deployed Genesys Engage Digital (eServices) to strengthen Customer Engagement capabilities for its contact center operations in Lexington, KY. The initiative was positioned within Conduent’s professional services operations to provide a digital channel layer aligned with voice and CTI-driven interactions at the site level.
The implementation focused on core Genesys components and contact center modules, including Genesys Voice Portal, Genesys Framework, Genesys SIP Server, Genesys Stream Manager, and Genesys Agent Desktop. Functional capabilities implemented included IVR orchestration, call routing, computer telephony integration, and dialer system integration under the Genesys Engage Digital (eServices) configuration, with emphasis on SIP message handling and T-lib event analysis for real time session management.
Integrations were explicitly concentrated on dialer systems and the underlying voice network stack, with operational visibility into switching, signaling, messaging, directory and notification elements. The deployment connected Genesys clients such as CME, SCI, GA, OCM and IRD to agent desktop workflows, which anchored customer service and contact center agent functions within the Customer Engagement platform.
Governance and delivery practices reflected an engineering led model, requiring design, installation and configuration of framework components, rigorous log and event troubleshooting, and end to end testing across development lifecycles. Role level expectations described senior Genesys engineering responsibilities for technical specifications, requirements analysis, prototyping, documentation, project estimates and risk mitigation, together with preference for Genesys and CCNA certification to support operational sustainment.
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Professional Services | 800 | $100M | Hong Kong | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2016 | n/a |
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Communications | 4800 | $2.7B | United Kingdom | Genesys | Genesys Engage Digital (eServices) | Customer Engagement | 2013 | n/a |
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Buyer Intent: Companies Evaluating Genesys Engage Digital (eServices)
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FAQ - APPS RUN THE WORLD Genesys Engage Digital (eServices) Coverage
Genesys Engage Digital (eServices) is a Customer Engagement solution from Genesys.
Companies worldwide use Genesys Engage Digital (eServices), from small firms to large enterprises across 21+ industries.
Organizations such as Bank of Ireland UK, Bank of Ireland, Conduent, Hutchison 3G UK and Bank OCBC NISP are recorded users of
Genesys Engage Digital (eServices) for Customer Engagement.
Companies using Genesys Engage Digital (eServices) are most concentrated in Banking and Financial Services, Professional Services and Communications, with adoption spanning over 21 industries.
Companies using Genesys Engage Digital (eServices) are most concentrated in United Kingdom, Ireland and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Engage Digital (eServices) across Americas, EMEA, and APAC.
Companies using Genesys Engage Digital (eServices) range from small businesses with 0-100 employees - 14.29%, to mid-sized firms with 101-1,000 employees - 14.29%, large organizations with 1,001-10,000 employees - 42.86%, and global enterprises with 10,000+ employees - 28.57%.
Customers of Genesys Engage Digital (eServices) 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 Engage Digital (eServices) customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Engagement.