List of Genesys Enterprise Workload Management 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 Enterprise Workload Management 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 Enterprise Workload Management for Business Process Management 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 Enterprise Workload Management for Business Process Management include: STC (Saudi Telecom Company), a Saudi Arabia based Communications organisation with 19790 employees and revenues of $19.29 billion, Mobily, a Saudi Arabia based Communications organisation with 8000 employees and revenues of $4.18 billion, SABIC, a Saudi Arabia based Oil, Gas and Chemicals organisation with 32000 employees and revenues of $3.73 billion, SPB, a France based Insurance organisation with 1400 employees and revenues of $167.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Enterprise Workload Management, 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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Mobily | Communications | 8000 | $4.2B | Saudi Arabia | Genesys | Genesys Enterprise Workload Management | Business Process Management | 2016 | Integration, Services And Technologies |
In 2016, Mobily implemented Genesys Enterprise Workload Management as part of a Business Process Management initiative to optimize task routing and back-office workload distribution for its telecom customer service operations in the Middle East. Integration, Services And Technologies deployed the Genesys Enterprise Workload Management module to configure workload orchestration and centralized task assignment across customer service queues and back-office processes.
The deployment concentrated on workflow automation, workload balancing, and centralized task routing, impacting customer service and back-office business functions. The Genesys Enterprise Workload Management implementation is documented by the partner as delivering measurable operational outcomes, increasing SLA attainment from approximately 75% to approximately 92%, improving customer satisfaction by approximately 35%, and achieving payback within ten months.
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SABIC | Oil, Gas and Chemicals | 32000 | $3.7B | Saudi Arabia | Genesys | Genesys Enterprise Workload Management | Business Process Management | 2016 | Integration, Services And Technologies |
In 2016 SABIC implemented Genesys Enterprise Workload Management as part of a Business Process Management initiative to centralize back-office task orchestration and improve service fulfilment across its Middle East operations. Integration, Services And Technologies, known as IST, delivered the Genesys-based solution focused on enterprise task routing and back-office optimisation for internal process efficiency.
The deployment used Genesys Enterprise Workload Management capabilities to configure workload distribution and automated task routing across service fulfilment workflows, emphasizing queue orchestration, SLA-aware prioritization, and automated assignment logic. Module-level usage is represented by back-office optimisation and task-routing configurations rather than a named product installation document, aligning with typical Business Process Management functional workflows for workload orchestration and assignment automation.
Operational scope encompassed back-office departments and enterprise service fulfilment functions in the Middle East, with the Genesys Enterprise Workload Management layer provisioned to orchestrate tasks across those operational groups. The architecture emphasized an enterprise workload layer that routes and stages work for downstream teams, supporting coordinated work intake, prioritization, and handoffs within SABIC’s internal service processes.
Governance and rollout were partner-led by Integration, Services And Technologies, combining configuration and services to embed process controls and routing policies into daily operations. The engagement earned IST recognition for Best Back Office Optimisation at a regional Genesys event, reflecting the focus on back-office task-routing and process orchestration using Genesys Enterprise Workload Management.
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SPB | Insurance | 1400 | $167M | France | Genesys | Genesys Enterprise Workload Management | Business Process Management | 2007 | n/a |
In 2007 SPB implemented Genesys Enterprise Workload Management as part of a Business Process Management initiative to address high-volume customer communications across its insurance operations. The program targeted a persistent backlog in paper-based correspondence, typically 5,000 to 10,000 items daily, where managers were spending two hours a day on paper issues and responses could take up to five days.
The implementation complemented an existing PBX based automatic call distribution environment with Genesys Self-Service interactive voice response and a redesigned IVR flow, after an initial IVR configuration was found to replicate an ineffective skill matrix. Genesys conducted an audit and produced a road map that reduced the original 1,000 skill sets to 50 skill groupings, realigned IVR front-end processes, deployed an email channel, and configured Genesys Enterprise Workload Management to automate routing, optimize agent loading, and include non-voice work such as scanned documents.
Enterprise Workload Management was integrated with document scanning and tracking to bring paper correspondence into the same processing pipeline as voice and email. Electronic document files are registered and tracked as they move through the organization, individual workloads are monitored, and delayed documents are flagged at critical workflow points. Third parties were incorporated into the exchange to enable bilateral information flows and maintain processing continuity.
Governance and workflow restructuring accompanied the technical changes, with business process reengineering guided by interviews of front-line agents and paper-handling staff to eliminate agent cherry-picking and introduce real-time oversight of workloads and volumes. Reporting and dashboard capabilities were introduced to provide live operational visibility for managers and to centralize control of remote contact centers.
The rollout included commissioning remote contact centers managed from France in Tunisia, Switzerland, Portugal, and Belgium to share call load. A pilot using Genesys Enterprise Workload Management on 40 workstations in 2013 exceeded SPB manager expectations, and the solution was cited as helping preserve white-label document integrity and reduce the risk of brand-damaging errors.
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STC (Saudi Telecom Company) | Communications | 19790 | $19.3B | Saudi Arabia | Genesys | Genesys Enterprise Workload Management | Business Process Management | 2016 | Integration, Services And Technologies |
In 2016, STC implemented Genesys Enterprise Workload Management as part of a Business Process Management deployment. Integration, Services And Technologies implemented Genesys-based customer experience and workload distribution solutions for STC to improve telecommunications customer service and digital channels across the Middle East.
The deployment used Genesys Enterprise Workload Management modules for task-routing and workload distribution, configured to support channel-aware routing for voice and web chat, queue prioritization and dynamic task assignment to align agent skills with demand. Configuration focused on workload distribution logic, rule-based routing and real-time queue management consistent with Business Process Management functional workflows.
Integration, Services And Technologies executed regional deployments across STC contact center operations, integrating the workload management layer into STC's customer engagement channels and centralized contact center operations. The implementation covered operational workflows for contact center departments and digital support channels, instrumenting routing governance and real-time operational telemetry.
Rollout was organized as a phased regional deployment with centralized governance over routing policies and workforce coordination, shifting operational ownership toward automated task assignment and queue management. The partner reported that the Genesys Enterprise Workload Management deployment contributed to a reported 17% NPS uplift, 15% reduction in agent staffing and a 62% improvement in web chat SLA.
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Buyer Intent: Companies Evaluating Genesys Enterprise Workload Management
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FAQ - APPS RUN THE WORLD Genesys Enterprise Workload Management Coverage
Genesys Enterprise Workload Management is a Business Process Management solution from Genesys.
Companies worldwide use Genesys Enterprise Workload Management, from small firms to large enterprises across 21+ industries.
Organizations such as STC (Saudi Telecom Company), Mobily, SABIC and SPB are recorded users of
Genesys Enterprise Workload Management for Business Process Management.
Companies using Genesys Enterprise Workload Management are most concentrated in Communications, Oil, Gas and Chemicals and Insurance, with adoption spanning over 21 industries.
Companies using Genesys Enterprise Workload Management are most concentrated in Saudi Arabia and France, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Enterprise Workload Management across Americas, EMEA, and APAC.
Companies using Genesys Enterprise Workload Management 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 - 50%, and global enterprises with 10,000+ employees - 50%.
Customers of Genesys Enterprise Workload Management 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 Enterprise Workload Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Business Process Management.