List of Genesys Social Engagement Customers
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Since 2010, our global team of researchers has been studying Genesys Social Engagement 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 Social Engagement for Social Media 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 Social Engagement for Social Media Management include: ABN AMRO, a Netherlands based Banking and Financial Services organisation with 22267 employees and revenues of $10.44 billion, Department for Work & Pensions, a United Kingdom based Government organisation with 200 employees and revenues of $30.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Social Engagement, 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 Social Engagement 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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ABN AMRO | Banking and Financial Services | 22267 | $10.4B | Netherlands | Genesys | Genesys Social Engagement | Social Media Management | 2013 | n/a | In 2013, ABN AMRO implemented Genesys Social Engagement as part of a broader Genesys Customer Experience Platform deployment. The initiative addressed explicit objectives to extend communications to social media channels, enhance competitive differentiation, and improve customer service while operating from the bank's Netherlands footprint. The implementation used Genesys Social Engagement integrated with Genesys Interaction Management, Genesys Outbound Voice, and the Genesys Voice Platform, all components of the Genesys Customer Experience Platform. Configuration work focused on social listening and engagement workflows, automated routing of social interactions into interaction management queues, and orchestration of follow up through outbound voice and existing contact center routing logic. Operational coverage centered on customer service and contact center functions, where social media channels were unified alongside voice channels to create consistent handling and escalation paths. Integrations routed social-originated interactions into the interaction management fabric, enabling case creation and work distribution within the contact center environment, while preserving telephony continuity via the voice platform. Governance and process adaptation emphasized standardized routing rules, escalation and handoff procedures from social channels to live agents, and centralized oversight by customer service management. ABN AMRO's deployment of Genesys Social Engagement for Social Media Management aligned social channel engagement with established interaction management practices to extend multichannel service capabilities. | |
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Department for Work & Pensions | Government | 200 | $30M | United Kingdom | Genesys | Genesys Social Engagement | Social Media Management | 2018 | n/a | In 2018 the Department for Work & Pensions deployed Genesys Social Engagement to extend its contact center capabilities and to consolidate Social Media Management into a unified customer service architecture. The Genesys Social Engagement implementation was part of a broader Genesys solution set that centralized multichannel handling across the department. Deployment covered 130 sites and implemented a single incoming-contacts queue that routes to the best placed available expert, creating a real time view across voice, email, webchat and social media. Functional modules delivered included Self Service, Inbound, Outbound, Email, Chat, Social, Omnichannel Desktop and Workforce Optimization, with Genesys Social Engagement providing the social channel management and monitoring capabilities. Architecturally the solution centralized omnichannel routing and presented a unified agent desktop so agents could multitask across channels and access a consolidated interaction stream. Workforce Optimization was used alongside the omnichannel routing to improve planning and to provide visibility of agent workloads, supporting operational scheduling and capacity decisions across contact center sites. Process and governance changes focused on channel orchestration and queue management, introducing digital channels to give citizens additional contact options and to accelerate handling times. The introduction of new digital channels produced a large drop in calls, and stated benefits included reduced call volume and duration, lowered costs, improved customer experience and increased agent productivity and satisfaction, with cost reductions set to deliver eight figure savings over a five year period. |
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