List of Genesys PureConnect Chat Customers
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Since 2010, our global team of researchers has been studying Genesys PureConnect Chat 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 PureConnect Chat for Chatbots and Conversational AI 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 PureConnect Chat for Chatbots and Conversational AI include: CI Banco, a Mexico based Banking and Financial Services organisation with 3000 employees and revenues of $1.20 billion, TransPerfect, a United States based Professional Services organisation with 9500 employees and revenues of $1.20 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys PureConnect Chat, 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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CI Banco | Banking and Financial Services | 3000 | $1.2B | Mexico | Genesys | Genesys PureConnect Chat | Chatbots and Conversational AI | 2019 | n/a |
In 2019 CI Banco implemented Genesys PureConnect Chat on its website. The deployment used Genesys PureConnect Chat as the Chatbots and Conversational AI layer to deliver real time web chat for retail and business banking customers in Mexico, focused on the corporate site and online customer engagement channels.
Configuration work centered on web chat widget deployment, scripted conversational flows, and automated response templates to address common inquiries prior to agent handoff. Genesys PureConnect Chat was configured to support queueing and skill based routing aligned with contact center workflows, and to enable agent assisted conversations when escalation was required. Standard chat capabilities such as transcript capture, session persistence, and canned responses were implemented to standardize agent interactions and reduce variation in online service handling.
Operational coverage emphasized CI Banco's customer service function and the bank website, with chat sessions routed into contact center queues and managed by digital customer service teams. The implementation architecture prioritized in browser chat delivery and session orchestration at the digital channel edge of the bank's service stack. No named integrations were provided in source notes.
Governance established centralized ownership by contact center operations, incorporating web chat handling into existing service level workflows and agent training. Rollout was executed as a site level deployment on the corporate website with ongoing configuration management to refine conversational scripts and routing rules. This account documents the 2019 deployment of Genesys PureConnect Chat by CI Banco for online customer engagement.
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TransPerfect | Professional Services | 9500 | $1.2B | United States | Genesys | Genesys PureConnect Chat | Chatbots and Conversational AI | 2022 | n/a |
In 2022, TransPerfect implemented Genesys PureConnect Chat within an on premise Genesys PureConnect platform to extend its Chatbots and Conversational AI capabilities for contact center and customer service operations. The deployment of Genesys PureConnect Chat was operated alongside existing voice infrastructure and configured to support Web RTC phones through a PureCloud integration, establishing a hybrid voice and chat handling architecture.
Configuration work centered on call flows, chat routing logic, and bespoke customizations, with ongoing creation and maintenance of technical documentation that included call flows and integration designs. The team developed SQL queries to produce recurring reports and to simplify client additions, supporting operational reporting and agent performance tracking tied to Genesys PureConnect Chat interactions.
Integrations explicitly included PureCloud integration for Web RTC phones and data feeds into Verint for workforce management, the latter requiring a new data feed to support an agent scorecard. Operational support encompassed server maintenance tasks such as reboots and failovers, vendor coordination for telecom circuits, and relationship management with support vendors to escalate persistent issues toward resolution.
Governance and rollout activities involved working closely with trainers to align training materials to system design and collaborating with the WFM team on maintaining Verint data feeds. The implementation team also contributed to procurement activities by supporting an RFP process for a potential replacement contact center platform, while maintaining day to day operations of Genesys PureConnect Chat and related integrations.
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