List of Genesys Multicloud CX 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX for Call Center include: Toronto-Dominion Bank, a Canada based Banking and Financial Services organisation with 103000 employees and revenues of $44.80 billion, Canal Plus, a France based Media organisation with 9800 employees and revenues of $6.08 billion, E.ON, a United Kingdom based Utilities organisation with 8437 employees and revenues of $1.99 billion, American Express Services Europe Limited, a United Kingdom based Banking and Financial Services organisation with 4013 employees and revenues of $1.56 billion, AFFIN Group, a Malaysia based Banking and Financial Services organisation with 5692 employees and revenues of $464.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Multicloud CX, 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 Multicloud CX 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!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
AFFIN Group | Banking and Financial Services | 5692 | $464M | Malaysia | Genesys | Genesys Multicloud CX | Call Center | 2017 | n/a |
In 2017, AFFIN Group implemented Genesys Multicloud CX to modernize its Call Center capabilities for AFFINBANK and address a previously voice only contact model. The deployment introduced omnichannel interaction handling across phone, email, web chat and social media, and added an Interactive Voice Response self service layer together with softphone capabilities to support outbound telesales and inbound service flows.
Configuration centered on core Genesys Multicloud CX modules for omnichannel routing, IVR self service, and interaction recording. Agents gained real time performance monitoring and a single interaction recording depository with comprehensive search, enabling faster call follow up and continuity across interactions. The platform also centralized customer data collection for analytics driven customer visibility and supported simplified call re routing without third party dependency.
Technical integration included Internet Protocol Virtual Private Network IPVPN and Session Initiation Protocol SIP integration to connect contact center voice and network layers across multiple sites. Operational scope covered AFFINBANK call center operations and telesales functions, with softphone enabled dial out to increase contact attempts for telemarketing activities. The Genesys Multicloud CX deployment positioned the bank to manage support experiences across digital channels while retaining traditional voice handling.
Governance and process changes emphasized improved KPI measurement, agent level performance management in near real time, and streamlined workflows for call routing and escalation. Outcomes reported by the bank included lower operational costs, a 50% improvement in telesales capability, and a 40% reduction in average call abandonment rate following the Genesys Multicloud CX implementation.
|
 |
American Express Services Europe Limited | Banking and Financial Services | 4013 | $1.6B | United Kingdom | Genesys | Genesys Multicloud CX | Call Center | 2019 | n/a |
In 2019, American Express Services Europe Limited deployed Genesys Multicloud CX as an omnichannel contact center platform for its UK credit business. The implementation is categorized under Call Center and was executed as the primary customer contact program within a $100m multi-year initiative.
The Genesys Multicloud CX deployment delivered core Call Center functional modules, including IVR, outbound VR, SMS, voice, an outbound dialer, email and chat, together with centralized reporting capabilities. Releases and feature rollouts were managed using the SAFE agile framework to coordinate staged product deliveries across modules.
Operational delivery was organized into multiple coordinated workstreams, including portal, reporting and workforce management, with a Product Manager from Amberjam Ltd. responsible for cross-workstream alignment and pace. The program team comprised 28 internal and external contributors and worked with external suppliers to synchronize development, testing and operational handover.
Program governance emphasized executive level oversight, product management led release trains and defined workstream boundaries, with the UK credit business designated as the initial market. The implementation culminated in a successful rollout in July 2019, embedding Genesys Multicloud CX into contact center operations and operational governance.
|
 |
Canal Plus | Media | 9800 | $6.1B | France | Genesys | Genesys Multicloud CX | Call Center | 2016 | n/a |
In 2016, Canal Plus implemented Genesys Multicloud CX to support its Call Center operations and manage a high volume of customer communications. The project addressed scale needs for a media group with more than 11.2 million subscribers and approximately 2,000 customer service agents handling roughly 30 million customer communications per year, centralizing contact handling under a single application.
Genesys Multicloud CX was configured to deliver a unified agent desktop and task-oriented routing, feeding agents the most important work items and enabling rapid context switching from one job to another. The deployment emphasized workload prioritization and agent multitasking instead of single-focus roles, aligning agent workflows with task routing and queue management capabilities common to Call Center platforms.
The implementation used a multicloud architecture to support capacity and operational resilience while keeping the customer service function as the primary business unit impacted. Operational governance shifted toward centralized desktop mediation and workflow orchestration, making task assignment and agent role flexibility core to day-to-day operations and allowing customer service teams to handle diverse incoming volumes efficiently.
|
 |
Department for Work & Pensions | Government | 200 | $30M | United Kingdom | Genesys | Genesys Multicloud CX | Call Center | 2020 | n/a |
In 2020 the Department for Work & Pensions deployed Genesys Multicloud CX for its Call Center to centralize citizen contact handling across public services. The deployment consolidated inbound traffic from 130 sites into a unified queuing and routing architecture, ensuring all incoming contacts are collected in one queue and directed to the best placed available expert.
The implementation of Genesys Multicloud CX delivered omnichannel handling across voice, email, webchat and social media, providing a single real time view of interactions for agents and supervisors. Functional capabilities implemented include centralized contact routing, omnichannel session management, agent multitasking workflows, and integrated communications and management tools that support planning and visibility of agent workloads.
Operational coverage spans 130 DWP sites and the primary business function impacted is customer contact and service operations, with agents and contact center supervisors using the platform day to day. Integrations are described at the level of integrated communications and management tools, enabling a consolidated operational console rather than point to point channel silos, and supporting resource planning across channels.
Governance centered on unified queuing and routing policies and process changes that enabled agents to handle multiple channel types within a single interface. Introducing new digital channels reduced inbound voice calls and delivered cost reductions, with an explicit expectation of eight figure savings over a five year period as a result of the Genesys Multicloud CX Call Center deployment.
|
 |
E.ON | Utilities | 8437 | $2.0B | United Kingdom | Genesys | Genesys Multicloud CX | Call Center | 2020 | n/a |
In 2020 E.ON implemented Genesys Multicloud CX to extend its Call Center capabilities and accelerate self-service and AI routing for customer contacts. Prior to the deployment the energy provider relied on five IVR systems that used basic speech recognition and touch-tone technology and did not have chat or social automation in place.
The Genesys Multicloud CX implementation delivered expanded self-service options for phone customers and introduced AI-powered routing, natural language processing routing, and enhanced speech recognition. E.ON captured deeper insight into agent workflows and KPIs through the platform, and identified 37 omnichannel journeys across voice, chat, social media, and text as prime candidates for automation.
Deployment used the Genesys Multicloud CX model and leveraged out-of-the-box integration with Google Cloud AI and machine learning solutions to accelerate NLP and bot development. The platform supported rapid prototyping and low DevOps overhead, enabling analysts to adopt Google tools quickly and build conversational bots to capture customer intent for routine requests like bill checks and meter readings.
Rollout followed a start-small approach with daily prototyping and testing, and the target automation of 37 omnichannel journeys was met within 10 weeks. NLP routing reduced the need for transfers by routing more contacts to the right agent first time, and the contact centre recorded a substantial improvement in speech recognition success with limited engineering effort.
|
 |
|
Leisure and Hospitality | 15135 | $366M | India | Genesys | Genesys Multicloud CX | Call Center | 2022 | n/a |
|
|
|
|
Banking and Financial Services | 103000 | $44.8B | Canada | Genesys | Genesys Multicloud CX | Call Center | 2022 | n/a |
|
Showing 1 to 7 of 7 entries
Buyer Intent: Companies Evaluating Genesys Multicloud CX
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Genesys Multicloud CX. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Genesys Multicloud CX for Call Center include:
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||
FAQ - APPS RUN THE WORLD Genesys Multicloud CX Coverage
Genesys Multicloud CX is a Call Center solution from Genesys.
Companies worldwide use Genesys Multicloud CX, from small firms to large enterprises across 21+ industries.
Organizations such as Toronto-Dominion Bank, Canal Plus, E.ON, American Express Services Europe Limited and AFFIN Group are recorded users of
Genesys Multicloud CX for Call Center.
Companies using Genesys Multicloud CX are most concentrated in Banking and Financial Services, Media and Utilities, with adoption spanning over 21 industries.
Companies using Genesys Multicloud CX are most concentrated in Canada, France and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Multicloud CX across Americas, EMEA, and APAC.
Companies using Genesys Multicloud CX range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 14.29%, large organizations with 1,001-10,000 employees - 57.14%, and global enterprises with 10,000+ employees - 28.57%.
Customers of Genesys Multicloud CX 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 Multicloud CX customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.