List of Genesys Reporting & Analytics Customers
Genesys
1302 El Camino Real, Suite 300,
Menlo Park, 94025, CA,
United States
Menlo Park, 94025, CA,
United States
1 650-466-1100
Professional Services
6200
$2.3B
Since 2010, our global team of researchers has been studying Genesys Reporting & Analytics 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 Reporting & Analytics for Analytics and BI 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 Reporting & Analytics for Analytics and BI include: Inchcape, a United Kingdom based Automotive organisation with 17588 employees and revenues of $12.04 billion, SPB, a France based Insurance organisation with 1400 employees and revenues of $167.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Reporting & Analytics, 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 Reporting & Analytics 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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Inchcape | Automotive | 17588 | $12.0B | United Kingdom | Genesys | Genesys Reporting & Analytics | Analytics and BI | 2014 | n/a |
In 2014, Inchcape implemented Genesys Reporting & Analytics as part of a broader Genesys Customer Experience Platform deployment. The implementation centralized contact center activity for after-sales across the UK, establishing a 95-agent contact center that handles inbound and outbound work on behalf of Inchcape’s 123 UK dealerships, organized into independent brand teams plus a dedicated CRM team of approximately a dozen agents. This deployment positioned Genesys Reporting & Analytics within Inchcape’s Analytics and BI footprint to provide real-time visibility into call volumes, agent activity, and customer satisfaction metrics.
Functional modules implemented include a standardized Genesys Desktop for call handling, workforce optimization capabilities such as resource management and shift planning, progressive and preview dialer modes for outbound campaigns, automated outbound dialing workflows, and monthly NPS survey automation. Genesys Reporting & Analytics was configured to generate personalized outbound scripts from a customer database, support progressive dialing where agent availability triggers calls, and present preview dialing records when teams required agent-controlled outreach. The solution also captured rich interaction data to populate performance reports and support monthly net promoter score programs that survey 20 buyers, 20 non-buyers, and 20 service customers per site.
Systems integration was delivered by Dimension Data, who integrated Genesys with the Inchcape management system and supplied IT management services including an embedded full time engineer. That integration feeds survey scores and interaction metrics directly into internal performance reports and manufacturer-facing scorecards, enabling manufacturer-specific customer satisfaction tracking. Reporting and analytics were used for both operational monitoring and to distribute performance reports to manufacturers, preserving a view of brand-level and dealer-level outcomes.
Operationally the Genesys solution changed contact handling workflows by routing calls intended for specific dealerships to brand-aware agent scripts so customers perceive continuity with their local garage, centralizing outbound dialing that previously relied on manual dealer efforts, and freeing CRM agents to focus on promoting service plans and buyer intent. Inchcape reported that automated outbound dialing removed invalid records from dialer queues and increased dialing throughput substantially, estimating outbound productivity improvements of at least 50 percent. Inchcape also reported a reduction in lost after-sales bookings compared to previously unmanaged site handling, and an increase in after-sales revenue, with the CRM function evolving from overhead to a profit center.
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SPB | Insurance | 1400 | $167M | France | Genesys | Genesys Reporting & Analytics | Analytics and BI | 2007 | n/a |
In 2007, SPB implemented Genesys Reporting & Analytics. The Genesys Reporting & Analytics deployment, in the Analytics and BI category, was introduced as part of a broader Genesys roadmap to address high volumes of paper based correspondence, IVR automation, email channel expansion, and enterprise workload management.
Genesys conducted an operational and technical audit that identified process level failures beyond the existing PBX based automatic call distribution technology, and the implementation prioritized business process reengineering. The program consolidated roughly 1,000 skill sets into 50 skill groupings and redesigned IVR front end flows to match the simplified skill taxonomy, while adding email channel capabilities and Enterprise Workload Management to automate routing and balance agent workloads.
Enterprise Workload Management was configured to include non voice processes, incorporating document scanning and electronic file registration so documents are tracked as they move through the organization, individual workloads are monitored, and delayed documents are flagged at critical points. Third party participants were integrated into the workload process to enable bilateral information exchange, and remote contact centers in Tunisia, Switzerland, Portugal and Belgium were commissioned to share call and document handling while management remained centralized in France. The workload management pilot was trialed on 40 workstations in 2013 and exceeded management expectations.
Genesys reporting capabilities were extended to provide real time dashboards and operational oversight of volumes and workloads, directly addressing problems such as agents cherry picking interactions and slow paper based responses, managers had been spending two hours per day on paper based issues and some inquiries took up to five days to reply. The implementation linked Genesys Reporting & Analytics to contact center governance, workload orchestration, and rules for careful handling of white label documents to protect client brand integrity.
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Buyer Intent: Companies Evaluating Genesys Reporting & Analytics
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Genesys Reporting & Analytics Coverage
Genesys Reporting & Analytics is a Analytics and BI solution from Genesys.
Companies worldwide use Genesys Reporting & Analytics, from small firms to large enterprises across 21+ industries.
Organizations such as Inchcape and SPB are recorded users of
Genesys Reporting & Analytics for Analytics and BI.
Companies using Genesys Reporting & Analytics are most concentrated in Automotive and Insurance, with adoption spanning over 21 industries.
Companies using Genesys Reporting & Analytics are most concentrated in United Kingdom and France, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Reporting & Analytics across Americas, EMEA, and APAC.
Companies using Genesys Reporting & Analytics range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 50%.
Customers of Genesys Reporting & Analytics include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Genesys Reporting & Analytics customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Analytics and BI.