List of Genesys Voice Applications (ex SpeechStorm) 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 Voice Applications (ex SpeechStorm) 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 Voice Applications (ex SpeechStorm) 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 Voice Applications (ex SpeechStorm) for Interactive Voice Response (IVR) include: Belastingdienst (Dutch Tax Office), a Netherlands based Government organisation with 30000 employees and revenues of $8.00 billion, Bank of Ireland UK, a United Kingdom based Banking and Financial Services organisation with 8696 employees and revenues of $6.61 billion, Bank of Ireland, a Ireland based Banking and Financial Services organisation with 11386 employees and revenues of $5.20 billion, Hutchison 3G UK, a United Kingdom based Communications organisation with 4800 employees and revenues of $2.71 billion, PROVIDENT FINANCIAL PLC, a United Kingdom based Banking and Financial Services organisation with 2535 employees and revenues of $595.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Voice Applications (ex SpeechStorm), 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 Voice Applications (ex SpeechStorm) 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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Bank of Ireland | Banking and Financial Services | 11386 | $5.2B | Ireland | Genesys | Genesys Voice Applications (ex SpeechStorm) | Interactive Voice Response (IVR) | 2014 | n/a |
In 2014 Bank of Ireland deployed Genesys Voice Applications (ex SpeechStorm) to provide Interactive Voice Response (IVR) capabilities for its contact centre and customer service operations, as part of a broader Telephony Transformation Programme. The engagement focused on embedding the Genesys Voice Applications into the Bank of Ireland contact centre stack to manage inbound voice workflows and multimedia routing for customer interactions.
The implementation encompassed core IVR call flow design and speech enabled routing tied to Genesys Administrator and Genesys Administrator Extension GAX, alongside iWS and CME for session and media handling. Functional modules implemented included outbound dialler controls, multimedia eServices for Twitter Facebook and Email, CCPulse real time reporting, Historical CC Analyser for analytics, Verint Call Recording v11 for voice capture, and Symon wallboard displays, all coordinated with the Speech Storm voice application layer.
Architecturally the deployment integrated the Genesys V8 platform with the Avaya phone system and Avaya One X endpoints, requiring end to end interoperability testing across telephony and application layers. Integration work addressed real time reporting and recording feeds into CCPulse and Verint, and ensured session orchestration through Genesys components, preserving end user routing and agent desktop behavior.
Governance and operationalization included requirements gathering and business analysis, review and redesign of current call flows, extensive system integration testing, functional testing, business integration testing, regression testing and business acceptance testing. The program produced test scripts and a test suite, defect management and resolution support, user training and go live migration support, with ongoing Genesys 8 technical support and BAU service request handling to sustain contact centre operations.
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Bank of Ireland UK | Banking and Financial Services | 8696 | $6.6B | United Kingdom | Genesys | Genesys Voice Applications (ex SpeechStorm) | Interactive Voice Response (IVR) | 2014 | n/a |
In 2014 Bank of Ireland UK implemented Genesys Voice Applications (ex SpeechStorm) as its Interactive Voice Response (IVR) solution, embedding speech and self‑service capabilities into its contact center platform. The deployment was executed against a Genesys V8 platform and targeted contact center operations to provide inbound call routing, speech recognition based self‑service, and outbound dialler orchestration for customer outreach.
The implementation included core Genesys components such as Genesys Administrator, Genesys Administrator Extension GAX, iWS, CME and the Speech Storm voice layer, alongside channel modules identified as Genesys eServices for Twitter, Facebook and Email, CCPulse Real Time Reporting and Historical CC Analyser for operational reporting. Genesys Voice Applications (ex SpeechStorm) was configured to support automated call flows, queue treatment, reporting dashboards and outbound campaign controls consistent with Interactive Voice Response (IVR) functional workflows.
Integrations were performed with the Avaya Phone System and Avaya One X telephony endpoints, and with Verint Call Recording v11 and Symon Wallboards for recording and wallboard visualization respectively. Operational coverage included the Bank of Ireland UK contact center environment with testing and integration activities staged through the BT Ireland Tallaght site in Dublin, aligning telephony, recording and reporting streams into a unified contact center architecture.
Rollout and governance emphasized rigorous testing and operational readiness, with end to end testing, system integration testing, functional and business integration testing, regression testing and business acceptance testing. Deliverables included test script and scenario development, defect management and resolution support, user training, go live migration support and transition to Genesys 8 technical support and BAU service request handling.
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Belastingdienst (Dutch Tax Office) | Government | 30000 | $8.0B | Netherlands | Genesys | Genesys Voice Applications (ex SpeechStorm) | Interactive Voice Response (IVR) | 2018 | n/a |
In 2018, Belastingdienst implemented Genesys Voice Applications (ex SpeechStorm) as an Interactive Voice Response (IVR) solution for its contact centers. The deployment established an automated inbound voice layer to handle self service interactions and initial call routing.
Genesys Voice Applications (ex SpeechStorm) was configured to deliver IVR functional modules including automated voice menus, call routing, callback orchestration and orchestration hooks for multichannel contact handling. The implementation supported inbound voice workflows and coordinated with outbound triggers and chat channels to enable blended contact center operations.
Integrations implemented during the project included explicit operational links to Callback, Chat, Outbound, Workforce Management, BI & Reporting, WDE and the Speechstorm GIA and GAAP components, enabling routing handoffs and reporting integration. Operational coverage focused on the tax authority contact centers and the DEV team based in Apeldoorn, Netherlands, with the IVR serving as the front door for taxpayer interactions.
Governance and rollout were managed internally by project coordinators and system engineers from the DEV team, with a dedicated point of contact for Callback, Chat, Outbound, WFM, BI & Reporting, WDE and Speechstorm GIA GAAP. Staffing included certified Genesys engineers for inbound voice and eServices, and WFM planners responsible for forecasting and Cognos reporting to align workforce processes with IVR-driven contact patterns.
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Hutchison 3G UK | Communications | 4800 | $2.7B | United Kingdom | Genesys | Genesys Voice Applications (ex SpeechStorm) | Interactive Voice Response (IVR) | 2013 | n/a |
In 2013 Hutchison 3G UK implemented Genesys Voice Applications (ex SpeechStorm) as its Interactive Voice Response (IVR) platform to centralize and operationalize Three UK IVRs. The deployment served as the primary voice automation layer handling in excess of 10 million calls and supporting approximately £12 million in monthly revenue.
Genesys Voice Applications (ex SpeechStorm) was configured to provide core IVR capabilities including customer journey design and call flow orchestration, CTI-enabled routing strategies, and a GUI-driven journey builder used to design and deploy flows. The implementation emphasis was on performance analysis and operational efficiency, with documented reductions in average customer journey time from 118 seconds to 65 seconds and an increase in self-service call resolution from 35 percent to 70 percent. These changes corresponded to a 3.5 million annual call demand reduction and were also applied to payment services where successful payment rates rose by 15 percent, equivalent to an annualized £1.4 million in additional payments.
The program included a full migration of IVR services from Aspect to the Genesys platform, with the SpeechStorm GUI used as the primary build and change tool for call flows during the migration. Roadmap planning referenced multichannel and digital service integration and online integration of voice IVR capabilities to support more personalized customer journeys.
Operational governance centered on a newly created Three UK IVR team that owned day to day call flow management, performance reporting, and continual improvement planning. Change ownership included third party vendor management for future developments and all BAU changes delivered within budget, ensuring ongoing operational control and a lean service model.
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PROVIDENT FINANCIAL PLC | Banking and Financial Services | 2535 | $595M | United Kingdom | Genesys | Genesys Voice Applications (ex SpeechStorm) | Interactive Voice Response (IVR) | 2021 | n/a |
In 2021 PROVIDENT FINANCIAL PLC deployed Genesys Voice Applications (ex SpeechStorm) as part of an Interactive Voice Response (IVR) program to centralize outbound telephony for its insurance and financial services lines and to enhance customer card payment self service. The initiative focused on consolidating outbound call handling into a central contact centre, while preserving inbound routing and self service capabilities through the Genesys Voice Applications platform.
Genesys Voice Applications was configured to support card payment IVR flows, inbound and outbound call routing, and operational interfaces with workforce planning. Functional deliverables documented during the program included high level and detailed functional requirements, a maintained traceability matrix, and standard operating procedures for outbound contact centre activity. Analysts carried out root cause analysis of the customer self service application to inform redesign of IVR prompts and call flows.
The implementation integrated with Workforce Management, Pivotal, and Focus systems as part of operational orchestration and reporting, and a solution architect collaborated on the technical design and telephony architecture. A third party IT supplier was engaged to review IVR enhancement options and advise on telephony configuration, while contact centre process redesign aligned to the centralized outbound operating model. Operational scope remained within Provident s contact centre functions and the insurance and financial services outbound channels.
Governance combined Agile and Waterfall practices, with requirements sign off from key stakeholders, maintenance of the requirements traceability matrix, and documented to be contact centre processes. The project produced standard operating procedures and formalized workflows for outbound calls, supporting governance of IVR change and ongoing contact centre operations.
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FAQ - APPS RUN THE WORLD Genesys Voice Applications (ex SpeechStorm) Coverage
Genesys Voice Applications (ex SpeechStorm) is a Interactive Voice Response (IVR) solution from Genesys.
Companies worldwide use Genesys Voice Applications (ex SpeechStorm), from small firms to large enterprises across 21+ industries.
Organizations such as Belastingdienst (Dutch Tax Office), Bank of Ireland UK, Bank of Ireland, Hutchison 3G UK and PROVIDENT FINANCIAL PLC are recorded users of
Genesys Voice Applications (ex SpeechStorm) for Interactive Voice Response (IVR).
Companies using Genesys Voice Applications (ex SpeechStorm) are most concentrated in Government, Banking and Financial Services and Communications, with adoption spanning over 21 industries.
Companies using Genesys Voice Applications (ex SpeechStorm) are most concentrated in Netherlands, United Kingdom and Ireland, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Voice Applications (ex SpeechStorm) across Americas, EMEA, and APAC.
Companies using Genesys Voice Applications (ex SpeechStorm) 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 - 60%, and global enterprises with 10,000+ employees - 40%.
Customers of Genesys Voice Applications (ex SpeechStorm) 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 Voice Applications (ex SpeechStorm) 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).