List of Genesys Self Service Customers
Genesys
1302 El Camino Real STE 300,
Menlo Park CA, 94025, CA,
United States
Menlo Park CA, 94025, CA,
United States
1 650-466-1100
Professional Services
6200
$2.5B
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: Groupama, a France based Insurance organisation with 32000 employees and revenues of $17.43 billion, Dubai Municipality, a United Arab Emirates based Government organisation with 11000 employees and revenues of $16.00 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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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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Groupama | Insurance | 32000 | $17.4B | France | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2016 | n/a |
In 2016, Groupama deployed Genesys Self Service as part of an Interactive Voice Response (IVR) implementation to unify call handling across its network. The deployment built on an existing shared technical platform used by 10 call centers and extended steering and telephony capabilities to 2,000 sales agencies across France and to back-office teams.
Genesys Self Service was implemented alongside Customer Interaction Management, Virtual Customer Service, CCPulse, and Workforce Management to provide IVR automation and personalized call routing. Smart Link technology was integrated with the existing unified communication system to automatically match incoming calls to the best placed advisor based on availability and area of expertise, supporting routing to a personal advisor, another staff member within the same agency group, a specialist branch, or a geographic area. The IVR handled repetitive tasks and automated call flows, allowing advisors to focus on advisory and sales interactions.
Operational integrations explicitly included the unified communication system and Genesys Info Mart for interaction analytics, with Info Mart storing customer interaction data to identify problems and drive decisions for process improvement. The architecture created a closed loop between digital leads and telephony, generating a telephone reminder within 15 minutes when a customer requested a quotation on groupama.fr. The operational scope covered call centers, the agency network, back office, and head office functions, impacting customer service and commercial activity.
Governance followed many months of business needs definition and extended call steering capabilities to bridge gaps between sites and ensure end to end visibility of communications. Groupama linked call steering to commercial workflows and set a target to increase call response rates by 20 percent once deployment was completed. Messaging modernization was initiated to prevent fragmented email circulation, and planned omnichannel extensions such as chat, videoconferencing, and social networks were identified as subsequent integration steps to further centralize customer interactions.
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Nahdi Medical company | Retail | 6000 | $2.2B | Saudi Arabia | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2019 | n/a |
In 2019 Nahdi Medical Company deployed Genesys Self Service, an Interactive Voice Response (IVR) application, to modernize its Jeddah contact center operations. The Jeddah contact center handles customer general inquiries, runs outbound campaigns, and provides an IT helpdesk supporting pharmacists as well as corporate and distribution center users across Saudi Arabia, and the cloud deployment was pursued to remove the complexity of an on premises contact center footprint that required administration of 15 servers.
The implementation leveraged Genesys Self Service within the broader Genesys Cloud CX solution set, focusing on Inbound Self-Service, Business Automation, and Outbound capabilities. Configuration work emphasized IVR self service menus, language aware call routing to route calls to the best placed experts, and automated outbound workflows to support campaign execution and specialist escalation.
Operationally the cloud IVR was provisioned to enable remote agent access for out of hours coverage and to provide platform redundancy without large capital investment in physical servers. The deployment was scoped to support the contact center in Jeddah while servicing Nahdi stores and pharmacy operations across 125 cities and villages in the kingdom, maintaining service continuity for both external customers and internal pharmacist and corporate support users.
Governance shifted away from heavy server administration toward platform and network oversight, with the three day install cited in the customer story as the rollout duration. Outcomes called out by Nahdi include better customer experience through expanded self service choices, improved routing to experts with the right language skills, reduced reliance on IT teams, and fewer trouble tickets so the contact center now accounts for 10% of the IT operations workload according to the Senior Network and Security Consultant.
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Insurance | 1400 | $167M | France | Genesys | Genesys Self Service | Interactive Voice Response (IVR) | 2007 | n/a |
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FAQ - APPS RUN THE WORLD Genesys Self Service Coverage
Genesys Self Service is a Interactive Voice Response (IVR) solution from Genesys.
Companies worldwide use Genesys Self Service, from small firms to large enterprises across 21+ industries.
Organizations such as Groupama, Dubai Municipality, Nahdi Medical company, American Express Services Europe Limited and SPB are recorded users of
Genesys Self Service for Interactive Voice Response (IVR).
Companies using Genesys Self Service are most concentrated in Insurance, Government and Retail, with adoption spanning over 21 industries.
Companies using Genesys Self Service are most concentrated in France, United Arab Emirates and Saudi Arabia, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Self Service across Americas, EMEA, and APAC.
Companies using Genesys Self Service range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 16.67%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Genesys Self Service 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 Self Service customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Interactive Voice Response (IVR).