Google Data Studio makes reporting a breeze for Genesys
Company Size
1,000+
Region
- America
Country
- United States
Product
- Google Data Studio
Tech Stack
- Google Data Studio
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
Technology Category
- Analytics & Modeling - Data-as-a-Service
Applicable Industries
- Telecommunications
Applicable Functions
- Business Operation
Services
- Data Science Services
About The Customer
Genesys is a leader in both cloud and on-premise customer engagement solutions, providing more than 25 billion best-in-class customer interactions each year. Its technologies are used by more than 10,000 companies in over 100 countries, making Genesys the top provider of its kind for 25 years in a row. As a customer experience platform, Genesys helps clients nurture great relationships with customers, and creates seamless user journeys across all channels and devices.
The Challenge
Genesys, a leader in customer engagement solutions, was facing challenges in data efficiency and communication across the company. The marketing and product teams at Genesys were passionate about using data to optimize their user experience and marketing channels. However, the problem wasn’t getting the data, it was showing the data. The different offices and executives around the world had trouble logging in to view the data — and once they did, the reports were intimidating and confusing. To improve this situation, Genesys turned to Analytics Pros, a digital analytics agency.
The Solution
Analytics Pros and Genesys decided to use Google Data Studio to transform the way teams across Genesys accessed and used data. They ran a pilot project where they combined multiple data sets into self-service, fully customizable dashboards on Data Studio. The pilot was a huge success: Regional teams were thrilled to have meaningful dashboards, and even executives started using and sharing reports. Following the success of the pilot, they decided to take Data Studio to the next level, creating automated dashboards that replaced weekly and monthly manual processes. By making dashboards that are easy to access and easy to use, Genesys has turned data into an important part of the company’s culture.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Vodafone Hosted On AWS
Vodafone found that traffic for the applications peak during the four-month period when the international cricket season is at its height in Australia. During the 2011/2012 cricket season, 700,000 consumers downloaded the Cricket Live Australia application. Vodafone needed to be able to meet customer demand, but didn’t want to invest in additional resources that would be underutilized during cricket’s off-season.
Case Study
SKT, Construction of Smart Office Environment
SK T-Tower is the headquarters of SK Telecom. Inside the building, different types of mobile devices, such as laptops, smartphones and tablets, are in use, and with the increase in WLAN traffic and the use of quality multimedia data, the volume of wireless data sees an explosive growth. Users want limitless Internet access in various places in addition to designated areas.
