List of Genesys Outbound 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 Outbound 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 Outbound 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 Outbound for Call Center include: Groupama, a France based Insurance organisation with 32000 employees and revenues of $17.43 billion, Hutchison 3G UK, a United Kingdom based Communications organisation with 4800 employees and revenues of $2.71 billion, Nahdi Medical company, a Saudi Arabia based Retail organisation with 6000 employees and revenues of $2.18 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 and many others.
Contact us if you need a completed and verified list of companies using Genesys Outbound, 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 Outbound 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 Outbound | Call Center | 2014 | n/a |
In 2014, Arrow Global Group plc deployed Genesys Outbound within its Call Center environment. The implementation targeted outbound contact workflows supporting more than 400 users, covering call centre agents and back office business users in a business critical telephony service.
The deployment used the Genesys Customer Interaction Center CIC platform together with the Predictive Outbound Dialler as the core outbound engine. Additional Genesys sub products and plug ins implemented included Interactive Voice Response IVR, Attendant, Recorder, and Speech Analyzer to provide automated self service, attendant routing, call recording, and speech analytics alongside Genesys Outbound.
The telephony infrastructure was implemented as a VoIP environment using Session Initiation Protocol SIP and Real time Transport Protocol RTP for media transport, and was documented and managed as a unified outbound contact stack. Telecom and VoIP specialist Capquest Group Ltd provided application and business second and third line support between August 2015 and August 2017 for the operational environment.
Operational governance emphasized documentation, ongoing support processes, and regulatory compliance, with delivered services ensured to meet UK requirements including PCI DSS, OFCOM, and the Financial Conduct Authority. Support and management practices focused on maintaining the business critical Call Center platform and sustaining service continuity for agent and back office workflows.
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Department for Work & Pensions | Government | 200 | $30M | United Kingdom | Genesys | Genesys Outbound | Call Center | 2018 | n/a |
In 2018, the Department for Work & Pensions implemented Genesys Outbound in a Call Center deployment to centralize citizen contact handling across its estate. The deployment delivered a state of the art contact center spanning 130 sites, consolidating incoming contacts into one queue and routing contacts to the best placed available experts.
The implementation included Genesys Outbound alongside Genesys Solutions covering Self-Service, Inbound, Outbound, Email, Chat, Social, Omnichannel, Desktop and Workforce Optimization capabilities. Configuration emphasized a single, real time view across voice, email, webchat and social channels, enabling agents to multitask and manage interactions from a unified agent desktop.
Operational scope covered contact center agents across 130 sites, supporting citizen facing customer service, planning and workforce management functions. Workforce Optimization was used to improve planning and provide a real time understanding of agent workloads, changing how shifts and capacity were managed across sites.
Rollout required changes to routing and handling workflows, with governance focused on routing rules, agent skill profiles and real time monitoring to ensure inquiries reached the best placed available expert. The introduction of new digital channels restructured frontline handling processes and expanded options for citizens to engage beyond voice.
Outcomes reported by the program included reduced call volume and duration, lowered costs, improved customer experience and increased agent productivity and satisfaction, with efficiencies and cost reductions projected to deliver eight figure savings over a five year period. Genesys Outbound is presented as a core component of the DWP omnichannel Call Center architecture supporting these operational and service changes.
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Dwr Cymru Welsh Water | Utilities | 3500 | $978M | United Kingdom | Genesys | Genesys Outbound | Call Center | 2015 | n/a |
In 2015 Dwr Cymru Welsh Water implemented Genesys Outbound as part of a broader Genesys Customer Experience Platform deployment to modernize its Call Center and support customer service operations. The rollout targeted the primary contact centre in Treharris, Wales and directly supported roughly 600 contact center agents responsible for fielding and initiating customer communications.
The implementation included Genesys Customer Experience Platform components, specifically Genesys Inbound Voice, Genesys Outbound Voice, Genesys IVR, Genesys Agent Desktop, Genesys Info Mart, Genesys Interactive Insights, and Genesys Workforce Management. Genesys Outbound was configured to orchestrate automated outbound campaigns and integrate with IVR driven self service and agent desktop workflows, while inbound routing and agent routing logic were unified on the platform to enable blended contact handling and campaign handoffs.
Operational coverage focused on customer service and contact centre functions within the utilities business, with the Treharris site serving as the deployment hub and the platform serving customer engagement across the organisation. Data and reporting were centralized in Genesys Info Mart and surfaced through Genesys Interactive Insights to provide consolidated management information for supervisors and contact centre managers.
Governance and process changes accompanied the technical deployment, using Genesys Workforce Management to standardize scheduling and forecasting practices and leveraging Info Mart driven reporting to improve management information. The stated objectives for the Genesys Outbound deployment included improving quality of service and first call resolution, introducing digital customer communication channels, and reducing support costs.
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Groupama | Insurance | 32000 | $17.4B | France | Genesys | Genesys Outbound | Call Center | 2016 | n/a |
In 2016, Groupama implemented Genesys Outbound as part of a broader Call Center modernization and customer interaction steering initiative across its French operations. The deployment extended an existing Genesys-based technical platform that already included Customer Interaction Management, Virtual Customer Service, CCPulse, and Workforce Management to connect 10 call centers, 2,000 sales agencies, and back-office teams under a unified call steering approach.
Genesys Outbound was configured to orchestrate scheduled outbound callbacks and automated reminders, integrating Smart Link call steering logic to match incoming and callback traffic to the best placed advisor by availability and expertise. The implementation retained telephony as the primary channel while introducing automation for repetitive tasks to free advisors for higher value customer engagement, and implemented routing strategies that could target specialist branches, geographic areas, or named experts.
The solution was integrated with the existing unified communication system and linked agency desktops with contact center routing and back-office workflows, enabling end-to-end call management and automated follow-up when customers requested online quotations. Interaction data was captured in Genesys Info Mart to provide a single repository for analysis, supporting visibility into communications and problem identification across channels.
Governance and rollout followed many months of business need definition to ensure full visibility of communications and to bridge gaps between sites, enabling centralized steering of call traffic and commercial activity. The program aimed to increase call response rates by 20 percent once deployment completed, and emphasized converting IT interactions into actionable information for front-line distribution and claims handling rather than focusing solely on telephony technology.
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Hutchison 3G UK | Communications | 4800 | $2.7B | United Kingdom | Genesys | Genesys Outbound | Call Center | 2013 | n/a |
In 2013 Hutchison 3G UK implemented Genesys Outbound as a dedicated component of its Call Center platform. The implementation targeted outbound contact workflows to support customer outreach, campaign driven voice engagement, and telesales activities across its United Kingdom contact centers.
The Genesys Outbound configuration emphasized core outbound capabilities including predictive and progressive dialing, campaign management, list and script management, dialing rules and compliance controls, call recording, and operational reporting. Configuration work focused on centralized campaign orchestration and agent desktop integration to present scripts, dispositions, and real time campaign status to agents.
Integrations connected Genesys Outbound to the enterprise telephony fabric and to customer relationship management systems using CTI connectors and standard APIs, enabling screen pops and automated activity logging. Operational coverage was centered on customer service, telesales, and collections teams within the UK, with campaign schedules and dialing rules tailored to regulatory and contactability constraints.
From 2016 the platform moved into an established support model that included Genesys support specialists providing inbound and outbound solution platform support, formalizing incident handling and platform maintenance. Governance emphasized campaign approval workflows, dialing compliance controls, and agent scripting governance to maintain consistent outreach practices across the Call Center environment.
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Retail | 6000 | $2.2B | Saudi Arabia | Genesys | Genesys Outbound | Call Center | 2019 | n/a |
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Utilities | 1200 | $500M | Australia | Genesys | Genesys Outbound | Call Center | 2014 | n/a |
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Banking and Financial Services | 2506 | $1.9B | United Kingdom | Genesys | Genesys Outbound | Call Center | 2016 | n/a |
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Media | 1500 | $130M | United Kingdom | Genesys | Genesys Outbound | Call Center | 2016 | n/a |
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Buyer Intent: Companies Evaluating Genesys Outbound
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Genesys Outbound Coverage
Genesys Outbound is a Call Center solution from Genesys.
Companies worldwide use Genesys Outbound, from small firms to large enterprises across 21+ industries.
Organizations such as Groupama, Hutchison 3G UK, Nahdi Medical company, Skipton Building Society and Dwr Cymru Welsh Water are recorded users of
Genesys Outbound for Call Center.
Companies using Genesys Outbound are most concentrated in Insurance, Communications and Retail, with adoption spanning over 21 industries.
Companies using Genesys Outbound are most concentrated in France, United Kingdom and Saudi Arabia, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Outbound across Americas, EMEA, and APAC.
Companies using Genesys Outbound range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 11.11%, large organizations with 1,001-10,000 employees - 77.78%, and global enterprises with 10,000+ employees - 11.11%.
Customers of Genesys Outbound 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 Outbound customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.