List of Genesys Workforce Optimisation Solutions Customers
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United States
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: 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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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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Government | 600 | $126M | United Kingdom | Genesys | Genesys Workforce Optimisation Solutions | Workforce Management,Employee Engagement | 2020 | VoiceFoundry |
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