List of Omilia Cloud Platform Customers
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Since 2010, our global team of researchers has been studying Omilia Cloud Platform 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 Omilia Cloud Platform for Interactive Voice Response (IVR) 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 Omilia Cloud Platform for Interactive Voice Response (IVR) include: Royal Bank of Canada, a Canada based Banking and Financial Services organisation with 94369 employees and revenues of $45.53 billion, PSEG, a United States based Utilities organisation with 12543 employees and revenues of $11.24 billion, RBC Global Asset Management, a Canada based Banking and Financial Services organisation with 1500 employees and revenues of $2.67 billion, Taco Bell, a United States based Retail organisation with 8218 employees and revenues of $2.44 billion and many others.
Contact us if you need a completed and verified list of companies using Omilia Cloud Platform, 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 Omilia Cloud Platform 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 | Insight Source |
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PSEG | Utilities | 12543 | $11.2B | United States | Omilia | Omilia Cloud Platform | Interactive Voice Response (IVR) | 2023 | n/a | In 2023, PSEG deployed the Omilia Cloud Platform conversational Interactive Voice Response (IVR) to modernize its utility contact center and improve customer routing during weather-driven spikes in call volume. The deployment focused on PSEG's US utilities contact center operations with the objective of maintaining service continuity during storm conditions and high volume events. The implementation configured Omilia Cloud Platform capabilities for conversational self-service, intent based routing, and enhanced call containment. Functional modules implemented included natural language driven IVR dialogs, routing logic to reduce transfers, embedded fraud detection, and real-time analytics for operational visibility and continuous optimization. Architecturally the solution was delivered as a cloud hosted IVR platform supporting PSEG voice channels and surge handling for weather related spikes, aligning with contact center and field operations workflows. Real-time analytics and monitoring were instrumented to provide operational teams with dashboards and telemetry for tuning conversational flows and routing rules. Governance centered on operational tuning using the analytics outputs and fraud detection alerts to inform iterative updates to IVR dialogs and routing configurations. Reported outcomes from the deployment included a reduction in misrouted calls from about 40% to about 15% and improved containment, alongside the addition of fraud detection and real-time analytics to support ongoing optimization. | |
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RBC Global Asset Management | Banking and Financial Services | 1500 | $2.7B | Canada | Omilia | Omilia Cloud Platform | Interactive Voice Response (IVR) | 2017 | n/a | In 2017 RBC Global Asset Management transitioned specific IVR applications to the Omilia Cloud Platform to introduce AI driven natural language interactions within its contact centers. The Omilia Cloud Platform was used to extend Interactive Voice Response (IVR) capability for customer account access and service in both English and French conversational flows. The implementation included redesign and deployment of production IVR applications for Card activations, Direct Marketing and Group Solutions, with configuration work focused on natural language understanding, conversational context handling and dialogue management. Account access and authentication workflows were adapted to accept spoken input rather than fixed keypad menus, leveraging Omilia Conversational Language Intelligence machine learning to interpret customer intent. Operational integration encompassed contact center telephony and infrastructure tasks such as preparing network locations, programming IPCC phones and provisioning agent workstations. The project coordinated with internal infrastructure teams and an external development vendor in Greece, and ran alongside Genesys IP call center deployments for Procurement Support and Group Operations, with rollout to sites in Vancouver, Calgary, Toronto and Montreal. Governance was formalized through a Project Management Office approach that included budget management, project artefacts and end user training, plus documentation to transition ongoing support to the internal CCT Support group. Solution development was completed on schedule and implemented without adverse effects on customer experience, and required handover materials and operational procedures to enable internal support and change control. | |
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Royal Bank of Canada | Banking and Financial Services | 94369 | $45.5B | Canada | Omilia | Omilia Cloud Platform | Interactive Voice Response (IVR) | 2016 | n/a | In 2016, Royal Bank of Canada implemented Omilia Cloud Platform to power a virtual customer-care assistant in its contact centers. The Omilia Cloud Platform was deployed as an Interactive Voice Response (IVR) conversational layer to automate routine inquiries and reduce advisor transfers. The implementation concentrated on conversational IVR capabilities including natural language understanding, intent recognition, dialogue management, and task orchestration to support end-to-end self service and staged escalation to live agents. Configuration work centered on voice dialog flows, semantic interpretation tuning, and task completion workflows aligned to contact-center use cases. Operationally the Omilia Cloud Platform was embedded in RBC contact-center operations in Canada and interfaced with telephony routing and agent transfer processes to minimize unnecessary handoffs. Business functions impacted included customer care and contact-center operations, with program governance focused on iterative tuning and operational monitoring of conversational accuracy and completion rates. The deployment delivered high semantic accuracy around 93 percent and task completion around 86 percent, outcomes that improved self service rates and contact-center efficiency as reported by RBC. | |
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Retail | 8218 | $2.4B | United States | Omilia | Omilia Cloud Platform | Interactive Voice Response (IVR) | 2023 | n/a |
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Buyer Intent: Companies Evaluating Omilia Cloud Platform
- CIBC, a Canada based Banking and Financial Services organization with 48726 Employees
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