List of Genesys Interactive Voice Response 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 Interactive Voice Response 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 Interactive Voice Response for Call Center, Customer Support 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 Interactive Voice Response for Call Center, Customer Support include: E.ON, a United Kingdom based Utilities organisation with 8437 employees and revenues of $1.99 billion, Skipton Building Society, a United Kingdom based Banking and Financial Services organisation with 2506 employees and revenues of $1.90 billion, Dwr Cymru Welsh Water, a United Kingdom based Utilities organisation with 3500 employees and revenues of $978.0 million, Arrow Global Group plc, a United Kingdom based Banking and Financial Services organisation with 2500 employees and revenues of $307.0 million, Utility Warehouse, a United Kingdom based Professional Services organisation with 2005 employees and revenues of $275.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Interactive Voice Response, 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 Interactive Voice Response 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 |
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Arrow Global Group plc | Banking and Financial Services | 2500 | $307M | United Kingdom | Genesys | Genesys Interactive Voice Response | Call Center,Customer Support | 2014 | n/a |
In 2014, Arrow Global Group plc implemented Genesys Interactive Voice Response as part of a broader contact centre deployment. The implementation supported the Call Center,Customer Support application footprint and was positioned as a business critical customer interaction layer for the organization.
The deployment was anchored on the Genesys Customer Interaction Center platform and incorporated the Predictive Outbound Dialler along with sub-products and plug ins including Interactive Voice Response, Attendant, Recorder and Speech Analyzer. Genesys Interactive Voice Response was configured to handle IVR workflows, automated call routing and self service interaction handling within the CIC environment.
The telephony architecture used Session Initiation Protocol signaling and Real time Transport Protocol media streams to deliver VoIP connectivity for over 400 call centre agents and back office business users. Functional capabilities implemented included outbound predictive dialing, call recording and speech analytics, and integration of telephony flows with agent desktop operations and campaign management for customer support and collections teams.
Operational support and governance included application level second and third line support provided by Telecom and VoIP specialist Capquest Group Ltd between August 2015 and August 2017, with documented procedures for managing configuration and incidents. The platform was operated under compliance controls to meet UK regulatory requirements including PCI DSS, OFCOM and the Financial Conduct Authority, and support processes emphasized secure voice handling and regulatory reporting.
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Dwr Cymru Welsh Water | Utilities | 3500 | $978M | United Kingdom | Genesys | Genesys Interactive Voice Response | Call Center,Customer Support | 2015 | n/a |
In 2015, Dwr Cymru Welsh Water implemented Genesys Interactive Voice Response in the Call Center,Customer Support category as part of a broader Genesys Customer Experience Platform deployment. The program served a 600 agent contact center based in Treharris, Wales and was initiated to improve quality of service and first call resolution, introduce digital customer communication channels, and improve management information while controlling support costs.
The deployment included Genesys Customer Experience Platform components configured for both inbound and outbound contact handling, specifically Genesys Inbound Voice, Genesys Outbound Voice, and Genesys IVR, with Genesys Interactive Voice Response used for call routing and self service automation. Reporting and analytics were centralized through Genesys Info Mart and Genesys Interactive Insights, and agent interaction was consolidated on Genesys Agent Desktop, while Genesys Workforce Management provided forecasting, scheduling, and adherence capabilities.
Operationally the implementation covered the customer service contact center function, enabling blended inbound and outbound voice workflows and supporting emerging digital channels through the platform’s IVR and desktop interfaces. Data flows from interaction handling were routed into Info Mart and Interactive Insights to provide management information for supervisors and operations, and Workforce Management drove staffing and shift planning for contact center teams.
Governance focused on shifting operational workflows toward MI driven decision making, introducing standardized agent desktop procedures, and phasing rollout across contact center teams with training on IVR, Agent Desktop, and Workforce Management. The configuration and module mix was explicitly aligned to address the stated challenges of improving first call resolution, expanding customer communication channels, and enhancing management information for the customer service organization.
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E.ON | Utilities | 8437 | $2.0B | United Kingdom | Genesys | Genesys Interactive Voice Response | Call Center,Customer Support | 2018 | n/a |
In 2018, E.ON implemented Genesys Interactive Voice Response in its Call Center,Customer Support environment to formalize voice self-service and inbound call routing for customer support operations. The engagement assigned a Portfolio Lead responsible for technical and functional delivery oversight of the development and maintenance team, including code reviews and unit test validation.
Genesys Interactive Voice Response workstreams included design and configuration of IVR workflow scripting, prompt management, session handling, and voice automation orchestration. The Portfolio Lead developed complex modules in C# and Oracle when required to encapsulate business logic and data persistence, and ensured each code component met unit testing standards before release.
Integration efforts connected Genesys Interactive Voice Response to C# backend services and Oracle databases to support data lookups, authentication, and transaction retrieval, while delivery coordinated onsite and offshore engineering teams. Operational scope covered stakeholder management with the client, weekly and monthly status meetings, and on rotation Incident Manager responsibilities to coordinate multiple vendors and provide updates on Business Incident Management calls during incidents.
The program operated under an Agile and DevOps model with the Portfolio Lead acting as Scrum Master, managing current sprints, planning future sprints, and overseeing the maintenance pipeline for IVR automation. Governance emphasized systematic code review, unit testing, and ongoing consultation across the Call Center,Customer Support organization to sustain voice automation and operational continuity.
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Skipton Building Society | Banking and Financial Services | 2506 | $1.9B | United Kingdom | Genesys | Genesys Interactive Voice Response | Call Center,Customer Support | 2016 | n/a |
In 2016, Skipton Building Society deployed Genesys Interactive Voice Response to support its Call Center,Customer Support operations at its Yorkshire contact centre. The implementation targeted a 254 seat contact centre handling approximately 758,778 inbound calls and 398,000 outbound calls based on 2015 figures, aligning IVR capacity with existing call volumes and agent workforce planning.
The Genesys Interactive Voice Response configuration focused on standard IVR capabilities, including multi-level menu flows, self-service authentication and information retrieval, and automated call queuing for skills based routing to frontline colleagues. Technical configuration emphasized orchestration with agent desktop workflows and visual wallboard triggers to surface queue status and callback requests to agents on the Interactive Intelligence agent desktop.
Integrations were explicitly coordinated with the contact centre technology stack already in use, tying Genesys IVR into Interactive Intelligence ACD components, Interactive Intelligence call recording and speech analytics, and NICE IEX workforce management for schedule aware routing and overflow handling. Telephony endpoints and agent hardware such as Jabra headsets and Interactive Intelligence wallboards remained part of the operational topology, preserving existing monitoring and quality workflows while introducing IVR self-service touchpoints.
Operational rollout and governance were aligned with existing people and process practices at Skipton, including coordination with the scheduling team to accommodate training cohorts and the use of nominated Change Champions to surface and resolve process issues reported by agents. The deployment positioned Genesys Interactive Voice Response as a platform level service within Skipton Building Society all Center,Customer Support ecosystem to centralize inbound self-service routing and to integrate with workforce and quality systems.
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Utility Warehouse | Professional Services | 2005 | $275M | United Kingdom | Genesys | Genesys Interactive Voice Response | Call Center,Customer Support | 2019 | n/a |
In 2019 Utility Warehouse initiated a deployment of Genesys Interactive Voice Response in the Call Center,Customer Support category. The cloud based Genesys PureCloud platform was selected to replace an aging Avaya based IVR that had become overly complicated and was generating customer complaints, prompting a complete IVR redesign.
The implementation scope centered on IVR call flow design and CTI call queuing, with the project delivering initial Genesys Interactive Voice Response call flows and reviewed recordings for message prompts. Deliverables included test plans and the construction of inbound voice flow logic within the PureCloud voice framework, aligning IVR prompts with contact centre queuing behavior and session handoffs to live agents.
Operational coverage focused on the contact centre and customer support functions, with project management activities concentrated between February 2019 and April 2019. Workstreams included stakeholder workshops with senior contact centre leaders, contact centre operation reviews, and recommendations on call routing and queuing to simplify customer journeys.
Governance and rollout were structured around iterative design reviews, recorded prompt validation, and formalized test plans to validate IVR behavior before wider activation. The engagement also included research into future direction such as IVR using Natural Language Processing, positioning the Genesys Interactive Voice Response implementation within a roadmap for more conversational voice capabilities.
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Buyer Intent: Companies Evaluating Genesys Interactive Voice Response
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FAQ - APPS RUN THE WORLD Genesys Interactive Voice Response Coverage
Genesys Interactive Voice Response is a Call Center, Customer Support solution from Genesys.
Companies worldwide use Genesys Interactive Voice Response, from small firms to large enterprises across 21+ industries.
Organizations such as E.ON, Skipton Building Society, Dwr Cymru Welsh Water, Arrow Global Group plc and Utility Warehouse are recorded users of
Genesys Interactive Voice Response for Call Center, Customer Support.
Companies using Genesys Interactive Voice Response are most concentrated in Utilities, Banking and Financial Services and Professional Services, with adoption spanning over 21 industries.
Companies using Genesys Interactive Voice Response are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Interactive Voice Response across Americas, EMEA, and APAC.
Companies using Genesys Interactive Voice Response 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 - 100%, and global enterprises with 10,000+ employees - 0%.
Customers of Genesys Interactive Voice Response 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 Interactive Voice Response customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center, Customer Support.