List of Genesys PureConnect Platform Customers
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Since 2010, our global team of researchers has been studying Genesys PureConnect Platform 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 Platform for Call Center, Customer Experience 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 Platform for Call Center, Customer Experience include: BP, a United Kingdom based Oil, Gas and Chemicals organisation with 100500 employees and revenues of $189.19 billion, British Telecom, a United Kingdom based Communications organisation with 85300 employees and revenues of $26.83 billion, a.s.r., a Netherlands based Insurance organisation with 4294 employees and revenues of $23.90 billion, Bupa, a United Kingdom based Insurance organisation with 87132 employees and revenues of $21.70 billion, Covéa, a France based Insurance organisation with 23000 employees and revenues of $20.38 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys PureConnect Platform, 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 CRM software purchases.
The Genesys PureConnect Platform 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 CRM 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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a.s.r. | Insurance | 4294 | $23.9B | Netherlands | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2017 | n/a |
In 2017, a.s.r. implemented the Genesys PureConnect Platform. The deployment positioned Genesys PureConnect Platform as the core of the Call Center,Customer Experience environment supporting customer contact across multiple product lines and labels at the insurer.
Implementation scope centered on the Customer Contact and Workplace Support team, where the platform was configured to support standard contact center capabilities such as multichannel routing, automatic call distribution, computer telephony integration, IVR and interaction reporting. Genesys PureConnect Platform was used to centralize interaction handling and to provide a single interaction routing layer for voice and digital channels.
The implementation environment integrated with Broadworks for telephony provisioning, with Verint WFM for workforce planning and scheduling, with Tracebuzz for external channel monitoring and with the enterprise knowledge base for agent guidance. These named integrations were managed as part of the contact center application set and supported end-to-end contact flows between telephony, workforce management and knowledge management systems.
Governance and operational ownership rested with an internal Business IT Consultant and the Customer Contact and Workplace Support team, who handled requirements analysis, solution advising, application management and user support. The team’s responsibilities included supporting contact center processes, managing PureConnect Customer Interaction Center alongside Broadworks, Verint WFM, Tracebuzz and the knowledge base, and advising users across the organization on operational use.
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America’s Credit Union (ACU) | Banking and Financial Services | 150 | $15M | United States | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2016 | x |
In 2016, America’s Credit Union implemented Genesys PureConnect Platform in the Call Center,Customer Experience category to expand its unified contact center capabilities for member service. America’s Credit Union was already a long-time user of Genesys contact center and telephony solutions, and ACU cited PureConnect single-platform architecture as eliminating the cost and complexity associated with products based on acquisitions and loose integrations.
The deployment extended PureConnect capabilities to support a dispersed and increasingly mobile member base, with configuration focused on unified telephony, omnichannel interaction routing, and agent desktop workflows. The Genesys PureConnect Platform integration emphasized single-platform call control and interaction management, leveraging the application’s broad range of functionality to make it easier for agents to do their jobs, as stated by Dylan Mathews, Director of IT.
Operational scope concentrated on contact center and member service functions, enabling agents to handle voice and digital interactions from a consolidated system that supports distributed servicing models. Governance and rollout centered on incrementally provisioning additional PureConnect capabilities and standardizing agent workflows and contact routing policies to align with mobile and remote member engagement patterns.
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ao.com | Retail | 2921 | $1.4B | United Kingdom | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2016 | x |
In 2016, ao.com implemented the Genesys PureConnect Platform to modernize its contact center technology and broaden digital contact options. The deployment centered on the Genesys PureConnect Platform as an all-in-one multichannel solution in the Call Center,Customer Experience category, aligning technology with a strategy to serve customers at moments that matter.
The implementation configured multichannel entry points so many customers are served without going through to an advisor, including email, Facebook and Twitter channels, together with live chat available on every website page. Cloud-based elasticity in the deployment was used to quickly scale up capacity during busy retail peak periods, reducing peak overload risk and smoothing inbound handling.
Functional capabilities implemented include multichannel contact routing and web chat integration, social channel connectors for Facebook and Twitter message handling, and centralized interaction handling to maintain continuity across channels. The configuration emphasized self-service deflection and automated handling where appropriate, reducing advisor intervention for routine inquiries while preserving advisor-assisted escalation paths.
Operational scope focused on customer service and contact center operations, changing contact handling workflows and routing rules to shift volume into digital channels. Governance updates aligned process owners around omnichannel routing policies and interaction escalation procedures, and the rollout supported improved customer experience outcomes, with reduced contact volumes and concurrent improvements in NPS and satisfaction as explicitly stated.
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Banking and Financial Services | 2500 | $307M | United Kingdom | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2014 | n/a |
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Retail | 2000 | $550M | United States | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2016 | x |
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Government | 30000 | $8.0B | Netherlands | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2011 | n/a |
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Banking and Financial Services | 8000 | $4.5B | United Kingdom | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2018 | n/a |
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Oil, Gas and Chemicals | 100500 | $189.2B | United Kingdom | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2016 | n/a |
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Communications | 85300 | $26.8B | United Kingdom | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2014 | n/a |
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Insurance | 87132 | $21.7B | United Kingdom | Genesys | Genesys PureConnect Platform | Call Center,Customer Experience | 2019 | n/a |
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Buyer Intent: Companies Evaluating Genesys PureConnect Platform
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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