List of Genesys Workforce Optimisation Solutions 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 Optimisation Solutions 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 Optimisation Solutions for Workforce Management, Employee 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 Workforce Optimisation Solutions for Workforce Management, Employee Engagement include: Groupama, a France based Insurance organisation with 32000 employees and revenues of $17.43 billion, Carestream Dental, a United States based Professional Services organisation with 1500 employees and revenues of $280.0 million, The Royal Borough Of Windsor And Maidenhead Council, a United Kingdom based Government organisation with 600 employees and revenues of $126.0 million, PATLive, a United States based Communications organisation with 200 employees and revenues of $50.0 million, Company Nurse, a United States based Healthcare organisation with 10 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using Genesys Workforce Optimisation Solutions, 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 |
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Carestream Dental | Professional Services | 1500 | $280M | United States | Genesys | Genesys Workforce Optimisation Solutions | Workforce Management,Employee Engagement | 2020 | Emite |
In 2020, Carestream Dental implemented Genesys Workforce Optimisation Solutions, deploying Genesys Cloud Workforce Engagement Management to consolidate global support teams and improve contact center workforce operations. The implementation targeted Workforce Management,Employee Engagement within customer support and contact center functions, concentrating on schedule adherence and response time improvements in the United States. Carestream Dental is a 1,500 employee professional services company, and the project centralized workforce planning and employee engagement tooling across its support organization.
The deployment configured core Workforce Engagement Management capabilities typical of the category, including workforce forecasting, automated schedule creation, adherence monitoring, and employee engagement analytics. Genesys Workforce Optimisation Solutions was configured to deliver real-time adherence dashboards, agent scorecards, and scheduling automation to align staffing to contact volumes and reduce time to answer. The implementation emphasized orchestration of shift assignments, adherence alerts, and performance analytics to tighten operational discipline in contact center scheduling.
Integration work focused on connecting the WEM solution to the contact center routing environment and the companys CRM systems to surface queue metrics and customer context for staffing and performance analysis. Operational coverage combined a global consolidation objective with measurement and phased rollout concentrated on United States support centers, aligning workforce management processes with contact center and customer service teams. The solution supported both operational scheduling and employee engagement workflows across support sites.
Emite served as the system integrator for the rollout and established governance for workforce policies, schedule approval workflows, and phased cutover procedures. Outcomes reported in the vendor case study included 15% faster response times, 10% better schedule adherence and a six-point NPS uplift in the United States, linking the Genesys Workforce Optimisation Solutions deployment to measurable service and engagement results.
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Company Nurse | Healthcare | 10 | $1M | United States | Genesys | Genesys Workforce Optimisation Solutions | Workforce Management,Employee Engagement | 2019 | Brightmetrics |
In 2019 Company Nurse implemented Genesys Workforce Optimisation Solutions as part of a Genesys Cloud deployment to deliver an omnichannel contact center and workforce engagement capability for workplace-injury triage and occupational-health services, aligned with Workforce Management,Employee Engagement. The implementation positioned Genesys Workforce Optimisation Solutions as the central workforce management and employee engagement layer supporting case intake, triage routing and contact handling across the organization.
The implementation configured Genesys Cloud WEM modules to support forecasting, scheduling, adherence monitoring and performance management, using standard workforce management workflows to plan shifts and automate schedule assignments. Configuration emphasized agent scheduling hygiene, real-time adherence tracking and supervisor scorecards to support occupational-health contact center operations.
Genesys Cloud was integrated with Brightmetrics for workforce analytics and reporting, Brightmetrics acting as the integration partner for WEM analytics consolidation. The solution delivered omnichannel routing and contact center telemetry to the WEM layer, enabling unified visibility across voice and digital channels for US operations.
Operational governance was adjusted to centralize schedule adherence monitoring and analytics-driven supervision within the contact center and occupational-health teams. Company Nurse realized a 269% ROI and reported lower handle times and improved schedule adherence across US operations as explicit outcomes of the deployment.
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Groupama | Insurance | 32000 | $17.4B | France | Genesys | Genesys Workforce Optimisation Solutions | Workforce Management,Employee Engagement | 2016 | n/a |
In 2016 Groupama implemented Genesys Workforce Optimisation Solutions to centralize call steering and improve agent productivity across its customer interaction footprint. The deployment emphasized Workforce Management,Employee Engagement capabilities and extended operational control across 10 call centers, an estimated 6,000 contact center agents, 2,000 sales agencies and supporting back-office teams.
The implementation built on an existing Genesys technical platform and deployed a mix of modules including Customer Interaction Management, Virtual Customer Service, CCPulse and Workforce Management as part of Genesys Workforce Optimisation Solutions. Groupama selected Genesys Smart Link technology to automatically match incoming calls to the best placed advisor based on availability and expertise, and configured routing strategies to direct calls to specialist branches, geographic teams or specific experts according to inquiry type. The solution also automated repetitive tasks so advisors could focus on advisory work, and generated automated telephone reminders within 15 minutes for online quotation requests.
Integrations were explicitly implemented with Groupama s unified communications environment and with Genesys Info Mart for interaction data storage and analysis. The deployment extended steering capabilities beyond contact centers into agency networks and back-office teams, creating a connected vessels model for managing call traffic and peak-period load balancing across sites. The program was positioned to accommodate future omnichannel channels such as chat, videoconferencing and social networks, with messaging system modernization underway to reduce email circulation among agencies and internal teams.
Governance centered on visibility and measurement, using Genesys Info Mart analytics to link call steering to commercial activity and operational indicators. Groupama set a target to increase call response rates by 20 percent once deployment completed and reported improved advisor focus as routine interactions were automated. The rollout emphasized end to end customer management and tighter operational links between contact centers, agencies and back office to deliver a single point of contact experience for policyholders.
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PATLive | Communications | 200 | $50M | United States | Genesys | Genesys Workforce Optimisation Solutions | Workforce Management,Employee Engagement | 2020 | n/a |
In 2020, PATLive deployed Genesys Workforce Optimisation Solutions alongside Genesys Cloud to rapidly scale contact center operations during the COVID-19 pandemic. The implementation supported over 1,000 remote agents in the United States serving government and public health helplines, and focused on the Workforce Management,Employee Engagement application category.
Genesys Workforce Optimisation Solutions was configured to leverage Workforce Engagement Management modules for scheduling, forecasting, adherence monitoring, quality assurance, and agent coaching. The implementation emphasized cloud based configuration of WEM capabilities to centralize schedule generation, to instrument quality scoring, and to embed agent engagement workflows into daily operations.
Operational coverage included contact center operations, workforce planning, quality assurance teams, and agent engagement programs supporting public sector helpline work across the US. Governance and process changes introduced real time adherence monitoring and more structured scheduling and coaching workflows to enable rapid remote onboarding and supervision at scale.
The case study reports that the deployment improved real time schedule adherence and reduced agent churn by 59 percent while scaling to more than 1,000 remote agents, demonstrating outcomes tied to workforce management, quality assurance, and agent engagement functionality.
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The Royal Borough Of Windsor And Maidenhead Council | Government | 600 | $126M | United Kingdom | Genesys | Genesys Workforce Optimisation Solutions | Workforce Management,Employee Engagement | 2020 | VoiceFoundry |
In 2020, The Royal Borough of Windsor and Maidenhead implemented Genesys Workforce Optimisation Solutions as part of an accelerated program to maintain citizen services after government orders required staff to work from home. VoiceFoundry designed and deployed Amazon Connect and Contact Lens to create a cloud contact center platform that enabled the council to continue supporting vulnerable residents who could not leave their homes.
The Genesys Workforce Optimisation Solutions deployment was positioned to deliver core Workforce Management,Employee Engagement capabilities such as agent scheduling, forecasting, adherence monitoring and quality management aligned with contact center operations. The broader implementation included configurable hours of operation, skills-based routing, IVR improvements, agent and supervisor training workflows, and provision of a softphone to eliminate the need for dedicated desk phones.
Operationally the program addressed continuity for the council contact center, enabling over 200 council staff and volunteers to support approximately 3,000 shielded residents across Windsor and Maidenhead. The technical design replaced an on-premise Siemens platform with a cloud-native Amazon Connect and Contact Lens environment delivered by VoiceFoundry, and work-from-home flexibility was a primary operational requirement.
Governance and rollout were executed as an emergency rapid-migration initiative, VoiceFoundry completing migration and training within 10 days to operationalize remote agents. The implementation emphasized skills-based routing, supervisor coaching and contact recording and analytics through Contact Lens, supporting both Workforce Management,Employee Engagement objectives and day-to-day case handling for vulnerable residents.
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Buyer Intent: Companies Evaluating Genesys Workforce Optimisation Solutions
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FAQ - APPS RUN THE WORLD Genesys Workforce Optimisation Solutions Coverage
Genesys Workforce Optimisation Solutions is a Workforce Management, Employee Engagement solution from Genesys.
Companies worldwide use Genesys Workforce Optimisation Solutions, from small firms to large enterprises across 21+ industries.
Organizations such as Groupama, Carestream Dental, The Royal Borough Of Windsor And Maidenhead Council, PATLive and Company Nurse are recorded users of
Genesys Workforce Optimisation Solutions for Workforce Management, Employee Engagement.
Companies using Genesys Workforce Optimisation Solutions are most concentrated in Insurance, Professional Services and Government, with adoption spanning over 21 industries.
Companies using Genesys Workforce Optimisation Solutions are most concentrated in France, United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Genesys Workforce Optimisation Solutions across Americas, EMEA, and APAC.
Companies using Genesys Workforce Optimisation Solutions range from small businesses with 0-100 employees - 20%, to mid-sized firms with 101-1,000 employees - 40%, large organizations with 1,001-10,000 employees - 20%, and global enterprises with 10,000+ employees - 20%.
Customers of Genesys Workforce Optimisation Solutions 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 Optimisation Solutions customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Workforce Management, Employee Engagement.