List of Genesys QMS Customers
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United States
Since 2010, our global team of researchers has been studying Genesys QMS 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 QMS for Quality Management 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 QMS for Quality Management include: The J. M. Smucker Co., a United States based Consumer Packaged Goods organisation with 8000 employees and revenues of $8.73 billion, Modivcare, a United States based Healthcare organisation with 21200 employees and revenues of $2.75 billion, Pure Gym, a United Kingdom based Professional Services organisation with 2413 employees and revenues of $316.0 million, Coca-Cola Bottlers'​ Sales & Services, a United States based Consumer Packaged Goods organisation with 700 employees and revenues of $150.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys QMS, 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 QMS 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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Coca-Cola Bottlers'​ Sales & Services | Consumer Packaged Goods | 700 | $150M | United States | Genesys | Genesys QMS | Quality Management | 2024 | n/a |
In 2024, Coca-Cola Bottlers' Sales & Services implemented Genesys QMS as part of a consolidation of contact centres onto Genesys Cloud across North America. The deployment targeted voicebots, video enabled chat, workforce engagement and quality monitoring to centralize contact centre operations.
Genesys QMS was configured to support agent call listening, structured evaluations and Workforce Engagement Management capabilities described in the customer case materials, aligning with the Quality Management category. Configuration work focused on evaluation forms, scorecard workflows and call recording review to enable formal quality assurance and compliance processes. Automation of evaluation scheduling and agent performance monitoring was used to operationalize quality workflows and coaching.
The architecture centered on Genesys Cloud as the platform hosting voicebots, video enabled chat and the Genesys QMS module, creating a unified contact centre telemetry stream for QA and workforce management. Operational coverage encompassed North American contact centres and extended impact into field service and technical support due to improved remote diagnosis workflows. Business functions affected included contact centre operations, quality assurance and field technician coordination.
The Genesys customer story cites outcomes of a 12% uplift in fix rates and roughly $1M saved in technician site visits, attributed to improved remote resolution and quality driven coaching. Governance shifted to centralized evaluation workflows and data driven agent coaching using call listening and evaluation outputs from Genesys QMS.
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Modivcare | Healthcare | 21200 | $2.8B | United States | Genesys | Genesys QMS | Quality Management | 2024 | n/a |
In 2024, Modivcare implemented Genesys QMS as part of its Genesys Cloud deployment in the United States to modernize member-facing contact center operations. The implementation targeted high-volume healthcare and CRM interactions, with the contact center handling millions of monthly interactions as part of the deployment scope.
Genesys QMS was configured alongside speech and text analytics and AI voicebots and chatbots, with explicit deployment of workforce engagement management capabilities. Functional modules included quality management tools for interaction capture and centralized QA scoring, speech and text analytics for automated sentiment and compliance signals, and coaching workflows driven by analytics insights to support agent performance and workforce engagement.
Operational coverage focused on Modivcare’s member-facing contact centers in the United States, impacting contact center operations, quality assurance teams, and workforce management functions. The deployment integrated interaction analytics with QA workflows and workforce engagement to align coaching, scheduling, and evaluation processes across sites, establishing centralized quality governance and analytics-driven sampling for review and remediation.
The Genesys QMS implementation supported outcomes cited by the vendor, including higher quality scores, reduced handle times, and improved teammate retention. The narrative centers on Quality Management as the Apps Category, with Genesys QMS delivering quality, analytics, and workforce engagement capabilities within Modivcare’s healthcare contact center environment.
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Pure Gym | Professional Services | 2413 | $316M | United Kingdom | Genesys | Genesys QMS | Quality Management | 2024 | Kerv Group |
In 2024 PureGym deployed Genesys QMS as part of a broader move to Genesys Cloud, selecting Genesys QMS in the Quality Management category to strengthen contact centre quality and oversight. The deployment targeted PureGym's UK contact centre operations and was delivered with SI Kerv Group.
Genesys QMS implementation centered on quality monitoring and structured evaluation workflows, using recorded interaction review, scorecards and automated evaluation routing to support agent assessments and calibration. The project incorporated workforce engagement features alongside quality management capabilities, enabling coachable feedback loops, evaluation-driven coaching workflows and performance visibility for advisors.
The solution was integrated into the Genesys Cloud contact centre environment to improve self-service and call deflection, with operational impact on advisor desktops and customer service workflows across the UK. Governance changes included formalized evaluation criteria, moderator calibration sessions and operationalized coaching processes to embed new quality controls.
Outcomes reported with the deployment include improved self-service and call deflection, increased advisor productivity and higher CSAT while reducing advisor hours, reflecting a quality management implementation aligned to contact centre performance and workforce engagement objectives.
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Consumer Packaged Goods | 8000 | $8.7B | United States | Genesys | Genesys QMS | Quality Management | 2019 | n/a |
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