List of Genesys SMS Messaging Customers
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Since 2010, our global team of researchers has been studying Genesys SMS Messaging 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 SMS Messaging for Customer Engagement 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 SMS Messaging for Customer Engagement include: Dubai Municipality, a United Arab Emirates based Government organisation with 11000 employees and revenues of $16.00 billion, Northumbrian Water Group, a United Kingdom based Utilities organisation with 3128 employees and revenues of $926.0 million, University Of Western Sydney, a Australia based Education organisation with 2401 employees and revenues of $594.0 million, Carglass, a Netherlands based Automotive organisation with 6 employees and revenues of $2.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys SMS Messaging, 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 SMS Messaging 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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Carglass | Automotive | 6 | $2M | Netherlands | Genesys | Genesys SMS Messaging | Customer Engagement | 2020 | Genesys |
In 2020, Carglass implemented Genesys SMS Messaging as part of a broader standardization on the Genesys Cloud platform to unify customer journeys across voice, email, SMS, web messaging and WhatsApp. The deployment falls under the Customer Engagement category and centralized outbound and inbound customer communications for Carglass Netherlands.
The implementation configured Genesys SMS Messaging as an integrated channel within an omnichannel routing and journey orchestration framework, enabling automated SMS workflows and targeted outbound vehicle recovery communications. Configuration emphasized channel parity with voice and digital messaging, and standard Customer Engagement capabilities such as contact routing, message templates, and journey analytics were used to support customer service and recovery workflows.
Operational coverage targeted customer service and vehicle-recovery functions in the Netherlands, unifying interactions across voice, email, SMS, web messaging and WhatsApp into a single Genesys Cloud contact center architecture. The deployment connected service agents and outbound teams into consolidated queues and workflows, improving consistency of messaging and handoffs between channels.
Genesys Professional Services led the implementation and rollout, guiding configuration, journey design, and staged adoption across teams. Outcomes reported in the customer story include 75% of customers choosing digital journeys and doubling outbound vehicle-recovery productivity without adding headcount, reflecting increased digital adoption and throughput after the Genesys SMS Messaging implementation.
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Dubai Municipality | Government | 11000 | $16.0B | United Arab Emirates | Genesys | Genesys SMS Messaging | Customer Engagement | 2016 | n/a |
In 2016 Dubai Municipality deployed Genesys SMS Messaging as part of a Customer Engagement initiative to modernize its citizen contact channels and centralize omnichannel interaction handling. The deployment sits within a multi tier contact center architecture built around the Genesys PureConnect solution, delivering native Arabic support and channel parity across telephony, web chat, SMS messaging and mobile application access.
The implementation configured core Customer Engagement capabilities including inbound chat, mobile messaging, telephony handling, contact orchestration and real time monitoring and historical reporting. Genesys SMS Messaging was configured alongside PureConnect components to provide customizable interaction flows, Arabic language handling at the channel level, and contact routing and queue management to improve agent handling efficiency.
Operational scope covered multiple contact center locations and agent groups that support Dubai Municipality citizen services, with explicit integration requirements to existing CRM systems to provide personalized customer context at the point of interaction. The solution enabled unified channel delivery so agents manage telephone, web chat, SMS and mobile inbound workflows from a consolidated interface, and reporting feeds were established to surface agent and contact center performance data.
Governance and process changes emphasized data driven contact handling and continuous tuning, empowering agents with richer customer context and enabling administrators to refine experience and streamline processes. Documented outcomes from the deployment included enabled telephonic web chat mobile and SMS based customer support, native Arabic support with a high degree of customization, and powerful monitoring and reporting capabilities that optimized contact center and agent productivity.
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Northumbrian Water Group | Utilities | 3128 | $926M | United Kingdom | Genesys | Genesys SMS Messaging | Customer Engagement | 2023 | Connect |
In 2023, Northumbrian Water Group implemented Genesys SMS Messaging as part of a Genesys Cloud contact centre modernization effort in the United Kingdom, categorized in Customer Engagement. The deployment focused on customer service and contact centre operations, adding digital channels and SMS capabilities to support scheduling of meter installations and high-volume outbound communications.
Genesys SMS Messaging was configured to support outbound campaign orchestration and appointment scheduling workflows, and to route digital interactions into existing contact centre queues. The implementation emphasized SMS throughput and campaign delivery, with the platform scaled to approximately 6,000 texts per minute and changes that sharply reduced call transfer rates.
The solution was delivered by Connect and integrated into the Genesys Cloud contact centre architecture, providing channel orchestration, campaign management, and operational routing within the UK contact centre estate. Operational coverage centered on customer service teams handling meter installation scheduling and proactive outbound notifications.
Governance and rollout were managed through the Connect engagement, aligning contact centre workflows, channel routing rules, and campaign processes. The case study reports measurable outcomes from the deployment including a halving of average speed of answer and reduced average handle time, alongside the increased SMS throughput and lower transfer rates achieved with Genesys SMS Messaging.
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Education | 2401 | $594M | Australia | Genesys | Genesys SMS Messaging | Customer Engagement | 2022 | Nexon Asia Pacific |
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