List of Genesys Workforce Management 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 Workforce 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 for Workforce 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 for Workforce Management include: JPMorgan Chase, a United States based Banking and Financial Services organisation with 317233 employees and revenues of $180.60 billion, Electricity of France, a France based Utilities organisation with 171862 employees and revenues of $151.00 billion, Bank of America, a United States based Banking and Financial Services organisation with 213000 employees and revenues of $101.89 billion, The Coca-Cola Company, a United States based Consumer Packaged Goods organisation with 69700 employees and revenues of $47.06 billion, Visa, a United States based Banking and Financial Services organisation with 28800 employees and revenues of $32.65 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys Workforce 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.
The Genesys Workforce Management 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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Achmea | Banking and Financial Services | 14000 | $24.1B | Netherlands | Genesys | Genesys Workforce Management | Workforce Management | 2019 | n/a |
In 2019, Achmea implemented Genesys Workforce Management to centralize capacity planning and scheduling across its contact center and customer service operations, embedding Workforce Management practices into day to day resourcing. The deployment focused on supporting forecasting, staffing, schedule optimization and intraday adherence for multi skilled teams operating across multiple locations and with multiple external partners.
Genesys Workforce Management was configured to deliver demand forecasting engines, shift scheduling, intraday rescheduling and real time adherence monitoring, with scenario planning and planner workflows adapted to Achmea's complex operating model. Reporting and analytics capabilities were instrumented to support capacity modeling and operational decision making, with outputs aligned to planning cycles and schedule publication processes.
Operational coverage centered on contact center operations, capacity planning and workforce analytics teams, with forecasters, WFM advisors and schedule planners designated as primary users. System knowledge requirements specified familiarity with Genesys Workforce Management and complementary planning and dashboarding tools such as PowerBI and Excel for data analysis and management reporting.
Governance and process changes emphasized clear role definitions for WFM advisor, forecaster and data analyst, coordination across sites and partners, and continuous improvement through coaching and iterative refinements to forecasting and scheduling processes. Training and procedural documentation were used to embed standard forecast to schedule workflows and to ensure operational consistency across Achmea's service functions.
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Airbnb UK | Leisure and Hospitality | 200 | $115M | United Kingdom | Genesys | Genesys Workforce Management | Workforce Management | 2015 | n/a |
In 2015, Airbnb UK implemented Genesys Workforce Management to centralize contact center scheduling and real-time adherence across its support channels, embedding Workforce Management capability into phone, ticket, and chat operations. The deployment focused on performance management objectives, specifically SLA adherence, absenteeism tracking, shrinkage control, and real-time delegation of staff to meet realtime SLA targets at the ticket and voice queues.
Genesys Workforce Management was configured for core scheduling, four week forecasting, and schedule redistribution workflows, with schedule maintenance and skill based assignment managed through GAX skillings and Convex admin tasks. Functional modules included intraday adherence monitoring, shrinkage calculations, forecast-driven schedule redistribution to surface opportunities for ad hoc training and meetings, and reporting on volume patterns, arrival patterns, absenteeism, hotspots, and individual performance.
Integrations and operational coverage included phone and ticket routing systems, Zendesk ticketing, and an internal Workspace used for testing and routing validation, with WFM staff acting as testing lead for phone and ticket routings. A WFM helpdesk process was established to triage JIRA tickets related to schedules and GAX skilling, creating a formal liaison link between IT, internal operations, and product engineers to resolve routing and workforce issues.
Governance was operationalized through a dedicated WFM administrator and trainer role, responsible for on and off boarding agents, producing training materials including video guides, workflow documentation, and a playbook, and leading manager onboarding. Business process improvement and project management were carried out within the WFM team to spot improvement opportunities and execute projects, while data analysis and reporting underpinned adherence management and operational decision making.
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Arvato Supply Chain Solutions Ireland | Banking and Financial Services | 350 | $50M | Ireland | Genesys | Genesys Workforce Management | Workforce Management | 2017 | n/a |
In 2017, Arvato Supply Chain Solutions Ireland implemented Genesys Workforce Management to centralize scheduling and real time staffing for contact center operations across UK and Ireland, aligning Workforce Management capabilities with inbound and outbound sales channels and marketing onboarding teams. The deployment positioned Genesys Workforce Management as the primary system for agent planning and intraday control within the customer engagement stack.
Genesys Workforce Management was configured to support core Workforce Management modules including forecasting, schedule creation, intraday management, adherence monitoring, and performance reporting. Configuration work emphasized automated schedule generation, shift bidding and manual overrides, real time analyst dashboards for adherence and occupancy monitoring, and reporting artifacts for sales and marketing stakeholders.
Operational touchpoints referenced in the implementation included Genesys Scheduling and integrated dialer and data management workflows, together with inbound and outbound sales reporting streams. The system supported roles such as Real Time Analyst and WFM schedulers, and provided operational data used by onboarding specialists and marketing solutions teams responsible for AdWords management, dynamic remarketing, and analytics-driven advertiser insights.
Governance and rollout combined centralized scheduling ownership with frontline training, with onboarding and operationalization activities documented from May 28, 2017 to January 3, 2018. Governance emphasized intraday workflow adjustments, a regular reporting cadence for sales and marketing functions, and role based access controls for schedulers and real time analysts to maintain adherence and staffing accuracy.
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Ashurst | Professional Services | 4000 | $1.2B | United Kingdom | Genesys | Genesys Workforce Management | Workforce Management | 2018 | n/a |
In 2018, Ashurst implemented Genesys Workforce Management to introduce formalized forecast, scheduling, and intraday staffing controls across its professional services operations. The deployment framed Workforce Management capabilities around demand forecasting, schedule generation, and adherence monitoring to better align resource availability with client service requirements at a firm of roughly 4,000 employees.
The Genesys Workforce Management implementation included standard functional modules such as forecast modeling, schedule optimization, shift and time-off management, intraday adherence and real time monitoring, and centralized reporting and analytics. Configuration work emphasized rule sets for staffing patterns, skills aligned scheduling, exception handling, and automated schedule publication to operational teams.
Operational coverage focused on the firm level service delivery organization rather than a single site, enabling day to day workforce planning and intraday control across client engagement teams. Governance was established through centralized workforce process owners, formal change control for schedule rules, and a regular reporting cadence to translate schedule data into operational decision making.
The narrative centers on Genesys Workforce Management as the system of record for staffing and scheduling, embedding Workforce Management processes into Ashurst business functions responsible for resource planning, service delivery operations, and operational reporting.
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Bank OCBC NISP | Banking and Financial Services | 6000 | $698M | Indonesia | Genesys | Genesys Workforce Management | Workforce Management | 2017 | n/a |
In 2017, Bank OCBC NISP implemented Genesys Workforce Management to centralize staffing and scheduling for its omnichannel contact center operations. The deployment targeted Workforce Management capabilities that support the bank’s mobile-first customer engagement strategy and the operational complexity of serving customers across digital onboarding, contact center support, and branch-assisted workflows.
The Genesys Workforce Management implementation was instrumented to deliver core Workforce Management functions, including demand forecasting, automated agent scheduling, intraday management, and real-time adherence for omnichannel queues. Configuration prioritized agent skill profiles and channel-aware scheduling to align staffing with peak mobile app interactions, video-enabled e-KYC sessions, and voice and chat channels commonly used by the bank’s customer segments.
Operationally, the solution was integrated with the bank’s Genesys Engage contact center platform and the in-app video solution, creating a unified platform that surfaces customer journey stage and interaction context to workforce planners and agents. This architecture provided a single operational view across digital onboarding, ongoing transaction support, and problem resolution workflows, enabling contact center supervisors to plan capacity for video KYC sessions and mobile channel volumes alongside traditional voice and chat workload.
Governance and process changes accompanied the rollout, with workforce planning and intraday operations restructured to prioritize omnichannel service levels and to coordinate staffing across digital onboarding and support teams. The implementation supported the bank’s subsequent digital initiatives by providing scheduling and adherence controls for new interaction types, and contact center agents gained a consolidated 360 degree customer view that enabled more proactive and personalized communications.
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Banking and Financial Services | 213000 | $101.9B | United States | Genesys | Genesys Workforce Management | Workforce Management | 2017 | n/a |
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Banking and Financial Services | 11386 | $5.2B | Ireland | Genesys | Genesys Workforce Management | Workforce Management | 2014 | n/a |
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Banking and Financial Services | 8696 | $6.6B | United Kingdom | Genesys | Genesys Workforce Management | Workforce Management | 2014 | n/a |
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Government | 30000 | $8.0B | Netherlands | Genesys | Genesys Workforce Management | Workforce Management | 2015 | n/a |
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Communications | 3200 | $1.2B | United States | Genesys | Genesys Workforce Management | Workforce Management | 2018 | n/a |
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Buyer Intent: Companies Evaluating Genesys Workforce Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Genesys Workforce Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Genesys Workforce Management for Workforce Management include:
- Univ. of Minnesota, a United States based Healthcare organization with 3 Employees
- Micahtek, a United States based Professional Services company with 350 Employees
- Allegis Group, a United States based Professional Services organization with 24500 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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Univ. of Minnesota | Healthcare | 3 | $1M | United States | 2026-02-21 |
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Micahtek | Professional Services | 350 | $70M | United States | 2025-10-29 |
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Allegis Group | Professional Services | 24500 | $15.0B | United States | 2024-09-27 |
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Banking and Financial Services | 11045 | $8.4B | Norway | 2024-06-10 |
FAQ - APPS RUN THE WORLD Genesys Workforce Management Coverage
Genesys Workforce Management is a Workforce Management solution from Genesys.
Companies worldwide use Genesys Workforce Management, from small firms to large enterprises across 21+ industries.
Organizations such as JPMorgan Chase, Electricity of France, Bank of America, The Coca-Cola Company and Visa are recorded users of
Genesys Workforce Management for Workforce Management.
Companies using Genesys Workforce Management are most concentrated in Banking and Financial Services, Utilities and Consumer Packaged Goods, with adoption spanning over 21 industries.
Companies using Genesys Workforce Management are most concentrated in United States and France, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Workforce Management across Americas, EMEA, and APAC.
Companies using Genesys Workforce Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 12.2%, large organizations with 1,001-10,000 employees - 43.9%, and global enterprises with 10,000+ employees - 43.9%.
Customers of Genesys Workforce Management 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 Workforce Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Workforce Management.