Case Study: Genesys achieves faster time-to-value and a single view of truth with Dell Boomi AtomSphere iPaaS and MDM

Realizing strategic benefits with a cloud-first strategy that exploits iPaaS and cloudenabled MDM

Genesys, a global provider of multichannel customer experience and contact center solutions with ~3,000 employees and 4,500+ customers, faced a shift of its application portfolio to the cloud and needed a faster, lower-cost way to integrate many SaaS systems while improving data quality and achieving a single view of customers. The company wanted to avoid heavyweight on‑prem middleware and needed an agile, cloud-first approach to synchronize data, automate workflows and enforce governance across sales, finance and other functions.

Genesys adopted Dell Boomi AtomSphere iPaaS and Dell Boomi MDM—using prebuilt connectors, drag‑and‑drop tooling and business-led MDM workshops—to orchestrate bi‑directional synchronizations (proof‑of‑concept with Salesforce and NetSuite) and create golden records. The deployment delivered dozens of fast SaaS integrations, a centralized 360° customer view, improved order processing and data quality, sub‑60–120 second syncs and per‑transaction time savings (typically 5–15 minutes), yielding faster time‑to‑value and lower total cost of ownership.

Genesys

Kris Krishan

Vice President, Enterprise Applications