Google Data Studio makes reporting a breeze for Genesys
Customer Company Size
Large Corporate
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
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