List of Genesys Inbound Call Center 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 Inbound Call Center 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 Inbound Call Center 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 Inbound Call Center for Call Center include: Apple, a United States based Manufacturing organisation with 166000 employees and revenues of $416.16 billion, Prysmian, a Italy based Manufacturing organisation with 33952 employees and revenues of $20.00 billion, Dubai Municipality, a United Arab Emirates based Government organisation with 11000 employees and revenues of $16.00 billion, Bupa Australia, a Australia based Insurance organisation with 13382 employees and revenues of $5.49 billion, Nahdi Medical company, a Saudi Arabia based Retail organisation with 6000 employees and revenues of $2.18 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys Inbound Call Center, 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.
The Genesys Inbound Call Center 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 CRM 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 |
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Apple | Manufacturing | 166000 | $416.2B | United States | Genesys | Genesys Inbound Call Center | Call Center | 2017 | n/a |
In 2017, Apple implemented Genesys Inbound Call Center in the Call Center category to centralize CTI, ACD and reporting operations for its contact centers. The Genesys Inbound Call Center deployment focused on installation, administration and ongoing maintenance of the Genesys CTI infrastructure including DB Server, Universal Routing Server, T-servers, Configuration Server, Solution Control Server and Stat Server, and included upgrades to TServer, URServer and Configuration Server.
The implementation delivered core Call Center capabilities such as skill based routing, queue based routing, IVR, screen pops and multimedia support, using Interaction Routing Designer IRD 7.5 and 7.6, URS, T-Server and Genesys Studio. Functional workstreams included designing routing strategies with IRD GUI, planning strategies by agents, geographic locations, customer segments and time zones, creating list objects in the Transactions folder with CME, and implementing DMA and Virtual Hold features for callback and appointment scheduling.
Integrations and reporting were explicit parts of the rollout, Apple integrated Siebel Call Center with the Genesys softphone using Siebel Genesys GPlus adaptors, and completed end to end reporting through Infomart with custom database queries. Real time operational visibility was produced via CCPulse and Stat Server reports, and custom analytics were developed with CC Pulse Plus, CC Analyzer and Call Concentrator. The environment also included Java and J2EE components, Oracle databases, XML and ASR for speech integration, and Avaya systems for PBX, voicemail, CDR and CMS reporting when required.
Governance and operational practice included producing high level functional requirements and low level design documents, testing and importing IRD strategies from ST to production, providing on call production support for CTI services, and managing an offshore team responsible for day to day operations. Troubleshooting workflows relied on IRD, URS, T Server and Stat Server logs plus CCPulse and Genesys softphone diagnostics, and testing covered IVR, CTI, ACD, reporting systems and carrier services to ensure operational readiness.
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Bank OCBC NISP | Banking and Financial Services | 6000 | $698M | Indonesia | Genesys | Genesys Inbound Call Center | Call Center | 2017 | n/a |
In 2017, Bank OCBC NISP implemented Genesys Inbound Call Center in the Call Center category with vendor Genesys to support a mobile-first customer engagement strategy. The bank, a public-listed financial services company in Indonesia with 338 branches and 759 ATMs, pursued this implementation to extend reach beyond its 61-city physical footprint and to serve mobile savvy millennials and underserved populations across Indonesia.
The deployment consolidated omnichannel inbound voice and digital contact handling with tightly coupled in-app video capabilities to support Indonesia regulatory face-to-face KYC requirements. Genesys Inbound Call Center was configured alongside a digital e-KYC workflow that includes a video call function embedded in the mobile banking app, enabling contactless mobile onboarding and handset-based identity verification.
Bank OCBC NISP integrated its in-app video solution and contact center support system on a single platform using the Genesys Engage application, providing unified session context across onboarding, transaction support, and problem resolution channels. Operational coverage centralized customer interactions for contact center agents, delivering a 360 degree view of the customer journey from initial onboarding through ongoing service, and enabling agents to see customer state across channels for more coherent handling.
Governance and process redesign focused on instrumenting the onboarding and customer support workflows to comply with regulatory KYC while reducing handoffs between mobile and contact center teams. The implementation produced greater visibility across channels and a 360 degree agent view, allowing proactive and timely communications throughout the customer journey as explicitly reported by the customer case details.
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Bupa Australia | Insurance | 13382 | $5.5B | Australia | Genesys | Genesys Inbound Call Center | Call Center | 2014 | n/a |
In 2014 Bupa Australia deployed Genesys Inbound Call Center to centralize inbound customer contact operations and establish a unified Call Center platform across its Australian customer service organization. The deployment emphasized core call center capabilities including automatic call distribution, interactive voice response IVR, agent desktop call control, and real time reporting provided by Genesys Inbound Call Center.
Configuration and functional work focused on skills based routing, queue management, call treatment rules, and standardized call handling workflows to align with claims and member services processes. Centralized administration of routing policies and consolidated monitoring were implemented to standardize operating procedures across contact center teams.
Operational coverage concentrated on inbound customer service and contact center functions within Bupa Australia, with governance organized around routing policy ownership, supervisor instrumentation, and contact center operations administration. The implementation prioritized operational reporting and instrumentation for supervisors and operations teams to manage staffing and service handling within the Call Center application.
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Department for Work & Pensions | Government | 200 | $30M | United Kingdom | Genesys | Genesys Inbound Call Center | Call Center | 2018 | n/a |
In 2018, the Department for Work & Pensions implemented the Genesys Inbound Call Center as a Call Center solution to centralize citizen contact handling across 130 sites. The deployment consolidated all incoming contacts into a single queue and applied skills based routing so each interaction is directed to the best placed available expert, providing a single real time view across voice, email, webchat and social media channels.
The implementation included Genesys modules for Self Service, Inbound, Outbound, Email, Chat, Social, Omnichannel Desktop and Workforce Optimization. Configuration prioritized an omnichannel desktop that lets agents multitask across channels, and workforce optimization capabilities that support planning and scheduling based on unified workload visibility.
Operational coverage extended across the DWP contact center estate, supporting citizen facing customer service functions and centralized contact management across sites. The platform was delivered with integrated communications and management tools that unify interaction handling and monitoring, enabling consistent routing logic and a common agent interface across channels.
Governance and process changes focused on queue management, real time monitoring and channel expansion, introducing new digital channels that produced a large drop in call volumes. Explicitly stated outcomes include reduced call volume and duration, lowered costs, improved customer experience, increased agent productivity and satisfaction, and projected eight figure savings over a five year period.
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Dubai Municipality | Government | 11000 | $16.0B | United Arab Emirates | Genesys | Genesys Inbound Call Center | Call Center | 2016 | n/a |
In 2016, Dubai Municipality implemented Genesys Inbound Call Center as a Call Center platform to centralize citizen interactions across telephone, web chat, and mobile channels. The deployment leveraged the Genesys PureConnect solution to provide localized, native Arabic support and a high degree of customization for public sector service needs.
The implementation configured inbound telephony routing, web chat handling, and mobile application based engagement, together with monitoring and reporting modules that surfaced agent and contact center performance data. Genesys PureConnect was used to enable omnichannel queuing, skills based routing, interaction recording, and dashboarding for supervisors and workforce optimization.
Integrations were scoped to provide easy CRM connectivity to enable personalized citizen experiences, addressing the municipality requirement for tighter customer context during interactions. The contact center architecture was designed as a multi tier, scalable environment to support multiple locations and the municipalitys diverse service lines, focusing operationally on customer service and front line contact center teams.
Governance and process changes centered on using fresh interaction data to fine tune experience and streamline workflows, enabling agents to work more efficiently. Benefits explicitly included expanded channel choice for citizens, native Arabic support, and powerful monitoring and reporting capabilities that optimized contact center and agent productivity. The Genesys Inbound Call Center implementation reinforced Dubai Municipality public service delivery through configurable workflows and analytics driven oversight.
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Insurance | 3000 | $384M | Ireland | Genesys | Genesys Inbound Call Center | Call Center | 2020 | n/a |
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Retail | 6000 | $2.2B | Saudi Arabia | Genesys | Genesys Inbound Call Center | Call Center | 2019 | n/a |
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Manufacturing | 33952 | $20.0B | Italy | Genesys | Genesys Inbound Call Center | Call Center | 2011 | n/a |
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Genesys Inbound Call Center Coverage
Genesys Inbound Call Center is a Call Center solution from Genesys.
Companies worldwide use Genesys Inbound Call Center, from small firms to large enterprises across 21+ industries.
Organizations such as Apple, Prysmian, Dubai Municipality, Bupa Australia and Nahdi Medical company are recorded users of
Genesys Inbound Call Center for Call Center.
Companies using Genesys Inbound Call Center are most concentrated in Manufacturing, Government and Insurance, with adoption spanning over 21 industries.
Companies using Genesys Inbound Call Center are most concentrated in United States, Italy and United Arab Emirates, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Inbound Call Center across Americas, EMEA, and APAC.
Companies using Genesys Inbound Call Center range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 12.5%, large organizations with 1,001-10,000 employees - 37.5%, and global enterprises with 10,000+ employees - 50%.
Customers of Genesys Inbound Call Center 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 Inbound Call Center customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.