List of Genpact Cora ContactUs.ai Customers
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Since 2010, our global team of researchers has been studying Genpact Cora ContactUs.ai 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 Genpact Cora ContactUs.ai for Call Center 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 Genpact Cora ContactUs.ai for Call Center include: Volkswagen Financial Services Germany, a Germany based Banking and Financial Services organisation with 7311 employees and revenues of $26.01 billion, Amazon United Kingdom, a United Kingdom based Retail organisation with 64733 employees and revenues of $10.00 billion, Santander UK, a United Kingdom based Banking and Financial Services organisation with 19800 employees and revenues of $6.47 billion and many others.
Contact us if you need a completed and verified list of companies using Genpact Cora ContactUs.ai, 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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Amazon United Kingdom | Retail | 64733 | $10.0B | United Kingdom | Genpact | Genpact Cora ContactUs.ai | Call Center | 2024 | n/a |
In 2024 Amazon United Kingdom deployed Genpact Cora ContactUs.ai in the Call Center category to deliver an AI powered, omnichannel out of warranty device repair service for Amazon customers in Europe, piloting the service in the UK. The implementation used Genpact's Cora ContactUs.ai CXM framework to structure customer interaction workflows and service orchestration for device repairs and support.
The deployment implemented AI chatbots for conversational self service, omnichannel routing for voice and digital channels, end to end tracking for repairs, and proactive notification capabilities. Functional capabilities emphasized customer intake, case creation, status updates, and coordination with a repair partner network and logistics management to support physical device movement and repair orchestration.
Integrations were explicit components of the design, the service integrates with Amazon Connect for contact routing, AI chatbots for automated handling, logistics management systems for shipment and tracking, and a third party repair partner network to complete repairs. Operational coverage focused on customer support and device repair business functions, with the 2024 pilot scoped to the United Kingdom and intended as a model for broader Europe operations.
Governance and process changes centered on outsourcing end to end repair workflows to a partner network while instrumenting tracking and notification workflows to maintain operational visibility and customer transparency. The pilot aimed to increase self service, reduce human interaction in routine repair cases, improve customer experience for device repairs, and support environmental goals by extending device lifecycles.
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Santander UK | Banking and Financial Services | 19800 | $6.5B | United Kingdom | Genpact | Genpact Cora ContactUs.ai | Call Center | 2021 | n/a |
In 2021, Santander UK engaged Genpact to transform customer onboarding and servicing operations using Genpact Cora ContactUs.ai within a Call Center deployment across the United Kingdom. The program encompassed seven business units and transitioned roughly 600 roles as part of a broader operational redesign to centralize customer intake and servicing workflows.
The implementation incorporated automation, AI-powered optical character recognition for document capture, and analytics-driven case insight as core capabilities attributed to Genpact Cora ContactUs.ai and Genpact Cora customer-care solutions. Configuration emphasized automated intake and triage, analytics for service quality and throughput, and automation of repetitive onboarding tasks, aligning Call Center capabilities with front-office servicing and back-office fulfillment processes.
Operational coverage focused on customer onboarding and ongoing servicing functions across retail banking business units, with governance changes to role responsibilities and process ownership accompanying the technical rollout. The engagement is reported to have delivered a 5 percent increase in customer satisfaction, reflecting the combined effect of automation, OCR and analytics on service consistency and responsiveness.
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Volkswagen Financial Services Germany | Banking and Financial Services | 7311 | $26.0B | Germany | Genpact | Genpact Cora ContactUs.ai | Call Center | 2024 | n/a |
In 2024 Volkswagen Financial Services Germany deployed Genpact Cora ContactUs.ai within its Call Center environment to introduce generative AI capabilities into customer service operations. The engagement explicitly implemented Cora Knowledge Assist and Cora Nudge Coach as core modules, with the broader Genpact Cora ContactUs.ai orchestration capabilities inferred as part of the overall implementation.
Cora Knowledge Assist was configured to surface contextual knowledge and recommended responses within agent workflows, while Cora Nudge Coach delivered real time conversational guidance to support agent decision making and skill development. The configuration emphasized knowledge retrieval, response templating, and coaching prompts to accelerate agent onboarding and standardize resolution approaches.
Operational scope centered on Volkswagen Financial Services Germany contact center teams and agent onboarding processes, affecting customer service and contact center management functions. The Genpact Cora ContactUs.ai deployment was oriented toward speeding agent onboarding, improving query resolution and boosting agent productivity and customer satisfaction as stated by the vendor.
Governance and process changes focused on knowledge content curation, coaching workflow orchestration, and alignment of escalation paths with existing service policies. Implementation included operationalizing knowledge governance and coaching workflows to enable ongoing tuning of Cora Knowledge Assist and Cora Nudge Coach within contact center operations.
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