List of Genesys Interaction Workspace (iWS) Customers
Genesys
1302 El Camino Real, Suite 300,
Menlo Park, 94025, CA,
United States
Menlo Park, 94025, CA,
United States
1 650-466-1100
Professional Services
6200
$2.3B
Since 2010, our global team of researchers has been studying Genesys Interaction Workspace (iWS) 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 Interaction Workspace (iWS) 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 Interaction Workspace (iWS) for Call Center 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, Hutchison 3G UK, a United Kingdom based Communications organisation with 4800 employees and revenues of $2.71 billion, Skipton Building Society, a United Kingdom based Banking and Financial Services organisation with 2506 employees and revenues of $1.90 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys Interaction Workspace (iWS), 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 Interaction Workspace (iWS) 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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Bank of Ireland | Banking and Financial Services | 11386 | $5.2B | Ireland | Genesys | Genesys Interaction Workspace (iWS) | Call Center | 2014 | n/a | In 2014, Bank of Ireland deployed Genesys Interaction Workspace (iWS) as part of a Call Center initiative within its Telephony Transformation Programme. The implementation concentrated on contact centre operations at the Tallaght Dublin site and formed a central element of the bank's platform modernization effort. The technical deployment used the Genesys V8 Platform integrated with Avaya Phone System components including Avaya One X, and included Genesys Administrator and Genesys Administrator Extension GAX for administration. Functional modules implemented included the Genesys Interaction Workspace agent desktop, Configuration Management Environment CME, Outbound Dialler, Genesys eServices for social channels such as Twitter, Facebook and email, CCPulse real time reporting, Historical CC Analyser for analytics, Verint Call Recording v11, Symon Wallboards and Speech Storm for speech analytics and monitoring. Integrations explicitly covered telephony interoperability with Avaya, social channel ingestion via Genesys eServices, call recording integration with Verint, and reporting feeds into CCPulse and Historical CC Analyser for real time and historical monitoring. Operational coverage extended across the Bank of Ireland contact centre team, supporting inbound and outbound workflows, social channel handling, real time supervisor monitoring and recording-based quality assurance, with user training and go live migration support delivered on site. Governance and rollout emphasized structured testing and operational readiness, including end to end testing, system integration testing, functional testing, business integration testing, regression testing and business and user acceptance testing. Delivery tasks included requirements gathering, business analysis, reviewing call flows, designing and executing test scripts and scenarios, defect management and resolution support, liaising with directors and third party suppliers, and providing Genesys 8 technical support and BAU service request handling. | |
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Bank of Ireland UK | Banking and Financial Services | 8696 | $6.6B | United Kingdom | Genesys | Genesys Interaction Workspace (iWS) | Call Center | 2014 | n/a | In 2014, Bank of Ireland UK deployed Genesys Interaction Workspace (iWS) in its Call Center to support customer service and contact center operations. The implementation was part of a Telephony Transformation Programme focused on centralizing interaction handling across voice, email and social channels for contact center agents. Genesys Interaction Workspace (iWS) was configured to deliver agent desktop functionality alongside complementary modules, including Genesys Administrator, Genesys Administrator Extension GAX, CME, Genesys eServices for Twitter, Facebook and Email, an Outbound Dialler, CCPulse Real Time Reporting and Historical CC Analyser. The solution also incorporated Verint Call Recording v11, Symon Wallboards and Speech Storm for monitoring and quality functions, enabling unified interaction routing, real time dashboards and historical reporting. The deployment was integrated with the Genesys V8 platform and the Avaya Phone System including Avaya One X, reflecting a hybrid telephony architecture that linked media routing, desktop clients and reporting engines. Work took place at Bank of Ireland BT Ireland facilities in Tallaght Dublin, and the configuration supported contact center operations and business units responsible for customer engagement and outbound campaigns. Governance emphasized rigorous testing and staged rollout, with Functional Testing, Business Integration Testing, Business and User Acceptance Testing, System Integration Testing and Regression Testing executed by a Genesys engineer and integration test lead. Activities included requirements gathering, business analysis, reviewing and reworking call flows, designing and executing test scripts, defect management and resolution support, user training, go live migration support, liaising with directors and third party suppliers and ongoing Genesys 8 technical support and BAU service requests. | |
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Hutchison 3G UK | Communications | 4800 | $2.7B | United Kingdom | Genesys | Genesys Interaction Workspace (iWS) | Call Center | 2013 | n/a | In 2013, Hutchison 3G UK implemented Genesys Interaction Workspace (iWS) as part of a multi channel contact centre platform migration from Aspect to a Genesys IP Telephony based architecture. This work sat in the Call Center application category and targeted a multi site resilient contact centre solution supporting the operator's customer service organization that managed approximately 5000 agents and 1100 IVR ports during the phased rollout. The technical architecture centered on Genesys Framework 8.1.x with SIP Server 8.1.x and GVP 8.1.7 for call steering and queuing, Genesys ORS and URS for routing logic, and Genesys Conversation Manager with the Genesys Rules System to enable context services. Genesys Interaction Workspace (iWS) was deployed as the SIP agent desktop and configured for skill based routing, omni channel handling, and integration with e Services for email, webchat, and social channels. Composer and CCPulse were used for desktop and real time reporting while ICON/InfoMart GI2 provided historical reporting and data warehousing. Integrations were extensive and explicit, including interop testing and field validation with Nokia Siemens Networks soft switches and ACME 9200 session border controllers, Oracle ACME SBCs, and Core Voice network components. Self service was implemented using SpeechStorm VoiceXML, with a bespoke wrapper component to integrate SpeechStorm with Hutchison 3G backend services via Tibco EAI, connecting to PeopleSoft CRM, Single View, VMS, Payment Gateway SolveSE, Mi Pay and other back end systems. The program included phased routing interoperability with Aspect ACD Agents via the Aspect TServer in phase one and routing to Genesys IWS agents with Genesys SIP endpoints in phase two, plus outbound contact integration in ASM mode with MCP as CPD provider. Governance and rollout combined solution architecture, proof of concept design, interop testing, and platform build activities led by the contact centre solutions architect who acted as the interface between business and technical teams. The implementation included production integration and testing cycles followed by operational handover to operations teams, and a phase two proof of concept for an omni channel skill based routing model leveraging Conversation Manager, Rules System, Mobile Engagement and context aware routing using SCXML based ORS methods. | |
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Banking and Financial Services | 2506 | $1.9B | United Kingdom | Genesys | Genesys Interaction Workspace (iWS) | Call Center | 2016 | n/a |
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Buyer Intent: Companies Evaluating Genesys Interaction Workspace (iWS)
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Genesys Interaction Workspace (iWS). Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Genesys Interaction Workspace (iWS) for Call Center include:
- Resorts World Sentosa, a Singapore based Leisure and Hospitality organization with 6000 Employees
- Visa, a United States based Banking and Financial Services company with 28800 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Genesys Interaction Workspace (iWS) Coverage
Genesys Interaction Workspace (iWS) is a Call Center solution from Genesys.
Companies worldwide use Genesys Interaction Workspace (iWS), from small firms to large enterprises across 21+ industries.
Organizations such as Bank of Ireland UK, Bank of Ireland, Hutchison 3G UK and Skipton Building Society are recorded users of
Genesys Interaction Workspace (iWS) for Call Center.
Companies using Genesys Interaction Workspace (iWS) are most concentrated in Banking and Financial Services and Communications, with adoption spanning over 21 industries.
Companies using Genesys Interaction Workspace (iWS) are most concentrated in United Kingdom and Ireland, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Interaction Workspace (iWS) across Americas, EMEA, and APAC.
Companies using Genesys Interaction Workspace (iWS) 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 - 75%, and global enterprises with 10,000+ employees - 25%.
Customers of Genesys Interaction Workspace (iWS) 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 Interaction Workspace (iWS) customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.