List of Genesys Self Service Customers
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Since 2010, our global team of researchers has been studying Genesys Self Service 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 Self Service for Interactive Voice Response (IVR) 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 Self Service for Interactive Voice Response (IVR) include: Dubai Municipality, a United Arab Emirates based Government organisation with 11000 employees and revenues of $16.00 billion, Groupama, a France based Insurance organisation with 31600 employees and revenues of $15.00 billion, Nahdi Medical company, a Saudi Arabia based Retail organisation with 6000 employees and revenues of $2.18 billion, American Express Services Europe Limited, a United Kingdom based Banking and Financial Services organisation with 4013 employees and revenues of $1.56 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 Self Service, 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 Self Service 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 | Insight Source |
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American Express Services Europe Limited | Banking and Financial Services | 4013 | $1.6B | United Kingdom | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2019 | n/a | In 2019, American Express Services Europe Limited deployed Genesys Self Service as the centerpiece of an omni channel contact solution for its UK credit business. The implementation included Interactive Voice Response (IVR) capabilities and served as a core contact automation layer within a broader customer engagement program. The Genesys Self Service deployment delivered a set of functional modules including IVR, outbound VR, SMS, voice, outbound dialer, email and chat products, together with reporting and portal components. Configuration work focused on IVR call flow scripting, outbound campaign dialing logic, channel routing and unified reporting to support credit customer interactions and automated self service workflows. Operational coverage targeted the UK credit business as the first market and coordinated multiple concurrent workstreams such as portal, reporting and workforce management to achieve omnichannel routing, reporting and planning. Delivery followed the SAFE agile framework to stage releases of new Genesys products and to synchronize development across internal teams and external suppliers. Amberjam Ltd provided a consultant product manager from January 2018 to September 2019 who managed a 28 person team across workstreams and suppliers, governing backlog priorities and cross team dependencies. The program was a $100m multi year initiative and was treated as the number one project by senior leaders, with Genesys Self Service successfully rolled out in July 2019. | |
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Department for Work & Pensions | Government | 200 | $30M | United Kingdom | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2020 | n/a | In 2020 the Department for Work & Pensions implemented Genesys Self Service to strengthen contact center and customer service operations using an Interactive Voice Response (IVR) solution. The deployment targeted support for more than 26,000 agents across United Kingdom contact centers and was motivated by a need to give customers more options for digital channels and to make service faster and more cost effective. The implementation was positioned within both customer engagement and employee engagement portfolios. The application choice links Department for Work & Pensions Genesys Self Service Interactive Voice Response (IVR) to core public sector customer service functions. The Genesys Self Service deployment encompassed Self-Service voice automation, inbound and outbound call handling, and digital channel orchestration consistent with Interactive Voice Response (IVR) capabilities. Employee engagement modules implemented included Workforce Optimization, an Omnichannel Desktop for agent interaction, Collaboration tools, and Performance Management features to support operational visibility. Configuration focused on IVR call flow design, self-service prompts and menu trees, and routing logic to escalate to live agents or digital channels as appropriate. Integrations centered on contact center operational workflows and omnichannel agent desktops to unify voice and digital interactions, preserving a single agent interaction surface across channels. Operational coverage was scoped to contact center and customer service departments within the United Kingdom, with workforce management and performance governance aligned to agent groups and service desks. Rollout considerations emphasized phased adoption across sites and alignment of workforce optimization processes to new IVR routing and self-service patterns. The implementation was explicitly framed to address Department for Work & Pensions objectives to expand digital channel options and improve service speed and cost effectiveness, leveraging Genesys Self Service as the Interactive Voice Response (IVR) component within a broader customer and employee engagement suite. Governance adjustments included workflow design for escalations and performance monitoring tied to the new omnichannel desktop and workforce optimization modules. | |
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Dubai Municipality | Government | 11000 | $16.0B | United Arab Emirates | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2010 | n/a | In 2010, Dubai Municipality implemented Genesys Self Service as an Interactive Voice Response (IVR) solution, deploying the application on the Genesys PureConnect platform which proved able to scale cost-effectively to meet municipal contact volumes. The implementation is described as having added several new features to deliver voice self-service, feedback capture, and web chat capabilities through the Genesys Self Service application. The implementation configured voice self-service flows and customer feedback mechanisms and incorporated web chat to extend non-voice channel coverage, using the platform’s customization to create personalized customer journeys. Enhanced monitoring and reporting capabilities were implemented to support real-time operational visibility and to tune IVR menu logic, call routing behaviors, and automated interactions. Operational scope targeted contact center operations that support citizen services within Dubai Municipality, aligning Genesys Self Service with the central contact handling architecture to unify self-service and assisted channels. Rollout emphasized iterative feature additions and configuration-driven customization, enabling experiential changes without deep code modification while leveraging PureConnect scalability. Governance concentrated on operational monitoring, reporting, and continuous tuning of prompts and feedback loops to sustain the personalized customer experience. The deployment demonstrated that Genesys Self Service on the PureConnect platform could be extended with voice self-service, feedback, and web chat while providing robust monitoring and reporting capabilities. | |
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Insurance | 31600 | $15.0B | France | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2016 | n/a |
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Retail | 6000 | $2.2B | Saudi Arabia | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2019 | n/a |
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Insurance | 1400 | $167M | France | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2007 | n/a |
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