List of Genesys Workforce Management Task Management Customers
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Since 2010, our global team of researchers has been studying Genesys Workforce Management Task Management 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 Workforce Management Task Management for Task 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 Workforce Management Task Management for Task Management include: Nestle, a Switzerland based Consumer Packaged Goods organisation with 275000 employees and revenues of $102.77 billion, Oldenburgische Landesbank, a Germany based Banking and Financial Services organisation with 1454 employees and revenues of $839.0 million, Enity, a Sweden based Banking and Financial Services organisation with 166 employees and revenues of $107.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Workforce Management Task Management, 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 | Insight Source |
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Enity | Banking and Financial Services | 166 | $107M | Sweden | Genesys | Genesys Workforce Management Task Management | Task Management | 2022 | n/a | In 2022 Enity deployed Genesys Workforce Management Task Management as a cloud CX case-management initiative across Finland, Norway and Sweden, targeting smarter case handling and overdue payment collections. The implementation used Genesys Cloud Work Automation to capture, assign and monitor work items, and the project is described within the Task Management category as supporting collections and contact center case workflows across the Nordics. The deployment configured Genesys Cloud Work Automation to automate work item routing, assignment and monitoring, aligning task prioritization with collections case status and agent availability. Genesys Workforce Management Task Management was instrumented to support operational queues and work item visibility, enabling case handlers to claim, update and complete work items within centralized task flows. Operational coverage extended to collections teams and case handlers across Enity’s Finland, Norway and Sweden operations, with the solution hosted in the Genesys cloud CX environment. The implementation integrated into Enity’s case handling and overdue payment processes, orchestrating work item lifecycle and contact center intake without named third party system disclosures. Governance combined centralized configuration of task rules and automation with localized operational rollout across the three countries, adjusting workflows for regional collections practices. Outcomes cited in the case study include a 54% reduction in average handle time and a 12% drop in inbound calls following deployment of Genesys Cloud Work Automation. | |
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Nestle | Consumer Packaged Goods | 275000 | $102.8B | Switzerland | Genesys | Genesys Workforce Management Task Management | Task Management | 2020 | n/a | In 2020, Nestle adopted Genesys Workforce Management Task Management as part of a broader Genesys Cloud consolidation of approximately 40 contact sites. The deployment leveraged Workforce Engagement Management capabilities to centralize schedule creation, quality assurance and forecasting across those contact centers. Genesys Workforce Management Task Management was configured to manage roster and forecasting workflows, centralized schedule generation, QA monitoring and agent performance orchestration. The implementation incorporated work automation and task orchestration features consistent with Task Management use cases, enabling automated assignment of follow up tasks and recurring operational activities into agent workflows. The rollout included integrations with ServiceNow to route cross functional tickets and automated tasks into HR, IT, finance and customer service teams, aligning contact center task queues with enterprise service management processes. Operational coverage spanned the consolidated Genesys Cloud contact sites and impacted workforce planning, contact center operations, quality assurance and shared service teams. Governance emphasized centralized schedule ownership, standardized forecasting inputs and automated task handoffs to reduce manual intervention in scheduling and case routing. Documented outcomes from the deployment included reducing schedule creation from hours to minutes and an approximately 83 percent reduction in IT tickets. | |
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Oldenburgische Landesbank | Banking and Financial Services | 1454 | $839M | Germany | Genesys | Genesys Workforce Management Task Management | Task Management | 2019 | n/a | In 2019 Oldenburgische Landesbank implemented Genesys Workforce Management Task Management as part of a broader Genesys Cloud deployment to modernize omnichannel banking operations, classified under Task Management. The deployment targeted contact center and customer engagement workflows to centralize forecasting and scheduling capabilities and to support routing and real time workitem handling. Genesys Workforce Management Task Management was configured to replace spreadsheet based scheduling, with explicit use of forecasting and scheduling functions and inferred Task and Work Automation capabilities aligned to the bank's emphasis on routing and workitem orchestration. The implementation emphasized centralized shift planning, intraday adherence monitoring, and automated work assignment to reduce manual coordination. Integrations remained within the Genesys Cloud ecosystem, coupling workforce management with omnichannel routing and the bank's contact handling streams to ensure tasks and conversational workitems were visible to scheduling engines. Operational coverage focused on the bank's contact center and front line customer service functions rather than back office ERP or core banking systems. Governance shifted from dispersed spreadsheet processes to a centralized workforce management governance model, standardizing forecasting and scheduling workflows and embedding WFM ownership into operational management. The public case study reports improved forecasting accuracy and a reduction in customer wait times of approximately 15 percent following the rollout. |
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