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The MicroStrategy Blog: Your source for analytics and AI trends, and business intelligence insights.

Embracing the Age of Data with Genesys: Transforming Contact Center Solutions Through Embedded Analytics

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Catherine Farley

January 25, 2024

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In the rapidly evolving digital era, we are transitioning from one technological age to another. Following the age of computing and the cloud, we now stand at the threshold of the age of data. This era is characterized by an unprecedented influx of data from myriad sources, demanding new ways to aggregate, interpret, and leverage this information. Genesys, a global leader in contact center solutions, stands at the forefront of this new era, reshaping its approach with a focus on embedded analytics.

Genesys has long transcended the traditional concept of contact centers, which typically involves a straightforward phone conversation. Today, the company’s approach consists of delving into the complex layers underneath these interactions. For Genesys, operational metrics are more than just numbers; they represent a window for customers to gauge the nature and quality of their conversations with businesses. This depth of analysis was challenging to achieve, especially before their partnership with MicroStrategy.

The challenge Genesys faced was multifaceted. Before collaborating with MicroStrategy, creating custom dashboards for data analysis took time and effort. Many available tools in the market proved cumbersome, leading to inefficiency and inconsistency. Genesys needed a solution that could handle real-time and historical data on a single platform and offer a holistic, 360-degree view of their business.

Enter MicroStrategy. This partnership marked a significant turning point for Genesys. MicroStrategy’s platform addressed the ‘hellish problem’ of disparate data sources and inconsistent visualizations. It enabled Genesys to integrate various data streams into a coherent narrative, providing comprehensive insights into their operations. The platform’s ease of use was a game-changer, leading to a surge in user adoption. Suddenly, data from diverse sources could be seamlessly woven into meaningful stories, empowering Genesys to offer unparalleled customer experiences.

The transformation that Genesys experienced with MicroStrategy goes beyond technical upgrades. It’s about harnessing data’s power to provide customers with world-class experiences. In the age of data, where every bit of information can be a strategic asset, Genesys stands out for its operational efficiency and ability to create bespoke customer experiences with the help of MicroStrategy’s embedded analytics capabilities.

The collaboration between Genesys and MicroStrategy is a testament to the potential of data-driven strategies in today’s business landscape. It highlights the importance of collecting data and effectively synthesizing and interpreting it to tell a compelling story. In doing so, Genesys isn’t just keeping up with the times; it’s setting a new standard for customer engagement in the age of data.

In conclusion, the journey of Genesys, bolstered by MicroStrategy’s platform, exemplifies how businesses can thrive in the age of data. It’s a vivid illustration of how the right technological partnership can transform a company’s approach to data, leading to unprecedented levels of customer satisfaction and business success. As we navigate this data-driven era, Genesys’ story stands as a beacon, guiding the way towards innovative and effective use of data in enhancing customer experiences.

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Customer Stories
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Catherine Farley

Marketing aficionado. Skiing enthusiast. County fair award winning baker. Proud dog owner. Corporate rebel.


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