List of Genesys Outbound Customers
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United States
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 31600 employees and revenues of $15.00 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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Insurance | 31600 | $15.0B | France | Genesys | Genesys Outbound | Call Center | 2016 | n/a |
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Communications | 4800 | $2.7B | United Kingdom | Genesys | Genesys Outbound | Call Center | 2013 | n/a |
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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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