List of Genesys Proactive Customer Communications Customers
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Since 2010, our global team of researchers has been studying Genesys Proactive Customer Communications 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 Proactive Customer Communications for Customer Engagement 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 Proactive Customer Communications for Customer Engagement include: Rabobank, a Netherlands based Banking and Financial Services organisation with 47000 employees and revenues of $20.53 billion, THG, a United Kingdom based Retail organisation with 8239 employees and revenues of $2.85 billion, Cielo Brazil, a Brazil based Banking and Financial Services organisation with 5955 employees and revenues of $2.18 billion, Verizon Authorized Retailer, TCC, a United States based Communications organisation with 2800 employees and revenues of $700.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Proactive Customer Communications, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Cielo Brazil | Banking and Financial Services | 5955 | $2.2B | Brazil | Genesys | Genesys Proactive Customer Communications | Customer Engagement | 2021 | Interaxa |
In 2021, Cielo Brazil implemented Genesys Proactive Customer Communications as part of a broader move to Genesys Cloud. The rollout targeted the bank card acquirer contact center in Brazil and was executed with Interaxa as the implementation partner, replacing on-prem Genesys infrastructure to centralize multichannel interactions. This program is positioned within the Customer Engagement category and focused on unifying inbound, outbound, email, chat and WhatsApp channels under a single cloud platform.
Genesys Proactive Customer Communications was configured to emphasize outbound and dialer capabilities and to operationalize CRM driven campaigns. Functional configurations included cloud dialer orchestration, campaign scheduling and routing controls, and agent desktop workflows aligned to campaign data. The implementation also leveraged standard Customer Engagement patterns for campaign tracking and contact prioritization to support large scale outbound activity.
Integrations included CRM system connectivity to drive campaign lists and personalized outreach, and cloud based telephony links to replace on-prem telephony servers. The deployment decommissioned on-prem servers as part of the migration to Genesys Cloud, consolidating infrastructure and centralizing channel management for contact center operations across Brazil. Operational coverage prioritized contact center agents handling both inbound and outbound workflows.
Governance changes emphasized centralized campaign governance and workflow redefinition, with revised processes for CRM driven campaign approvals, dialer compliance rules and agent onboarding procedures. Rollout sequencing targeted dialer improvements first to stabilize outbound throughput, followed by progressive activation of messaging channels and CRM campaign automation, enabling coordinated operational handover to contact center management.
The program delivered explicit outcomes reported by Cielo Brazil, including an efficiency improvement of approximately 50 percent, faster agent onboarding and an increase in Net Promoter Score, and the decommissioning of on-prem servers to simplify operations. The work centered on Genesys Proactive Customer Communications within the Customer Engagement category and on strengthening outbound and campaign driven engagement capabilities.
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Rabobank | Banking and Financial Services | 47000 | $20.5B | Netherlands | Genesys | Genesys Proactive Customer Communications | Customer Engagement | 2022 | n/a |
In 2022, Rabobank deployed Genesys Proactive Customer Communications on the Genesys Cloud platform to build a conversational banking model and to orchestrate proactive outbound campaigns across digital channels in the Netherlands. The implementation targets Customer Engagement use cases and is explicitly focused on proactive outbound communications for marketing and security alerts.
The deployment centralized campaign orchestration and conversational workflows, configuring outbound campaign scheduling, message sequencing, campaign segmentation, and AI enabled conversational handoffs to digital channels. Genesys Proactive Customer Communications was configured to drive personalized outbound interactions and to route responses into the conversational banking model for follow up, leveraging AI capabilities for message relevance and intent handling.
Operational coverage was scoped to digital channels across Rabobank in the Netherlands, with business functions for marketing and security alerts identified as primary consumers of the capability. The solution was implemented on Genesys Cloud to provide unified orchestration across channels and to support real time conversational engagement flows, aligning technical architecture around cloud hosted orchestration and channel connectors.
Governance and process changes included centralizing outbound campaign control and standardizing proactive alert workflows to ensure consistent customer engagement and compliance with notification requirements. The case cites outcomes including greater than 90 percent CSAT on digital channels and an estimated 20 million US dollar annualized value attributed to the solution's AI capabilities.
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THG | Retail | 8239 | $2.9B | United Kingdom | Genesys | Genesys Proactive Customer Communications | Customer Engagement | 2019 | n/a |
In 2019, THG deployed Genesys Proactive Customer Communications as a Customer Engagement initiative to enable proactive outreach and orchestrated customer interactions. The implementation was executed alongside a Homebase replatforming from Sitecore to the THG Ingenuity e-commerce platform, and project intake included kickoff workshops with departmental heads and SMEs to capture requirements and current-state processes.
Genesys Proactive Customer Communications was configured to support proactive campaign orchestration, multi channel messaging workflows, and customer interaction analytics consistent with Customer Engagement functional patterns. Implementation workstreams produced AS IS process maps in Visio, a features and functionality catalog in Confluence, and a prioritized product roadmap with MVP deliverables to stage development and configuration.
The deployment approach emphasized integration of marketing performance insights into messaging strategies, collaboration with the systems integrator to tailor off the shelf platform requirements to Homebase carryover processes, and governance through documented roadmaps and stakeholder workshops. Operational coverage targeted marketing, digital channel management, and customer service processes, with governance artifacts used to coordinate phased rollouts and clarify MVP scope.
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Communications | 2800 | $700M | United States | Genesys | Genesys Proactive Customer Communications | Customer Engagement | 2020 | n/a |
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