List of Genesys Multicloud CX Customers
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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!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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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. | |
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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. | |
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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. | |
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Government | 200 | $30M | United Kingdom | Genesys | Genesys Multicloud CX | Call Center | 2020 | n/a |
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Utilities | 8437 | $2.0B | United Kingdom | Genesys | Genesys Multicloud CX | Call Center | 2020 | n/a |
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Leisure and Hospitality | 15135 | $366M | India | Genesys | Genesys Multicloud CX | Call Center | 2022 | n/a |
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Banking and Financial Services | 103000 | $44.8B | Canada | Genesys | Genesys Multicloud CX | Call Center | 2022 | n/a |
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Buyer Intent: Companies Evaluating Genesys Multicloud CX
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