Case Study: Genesys achieves near-real-time, scalable 360-degree customer insights with Tableau Software

Genesys Gaining valuable insights at the click of a mouse

Genesys, a global leader in customer experience solutions that handles roughly 190 million interactions daily across 80 countries, created a BI team in 2010 to make the company more data‑driven. The new team initially relied on Excel, SharePoint and a homegrown open‑source platform, but demand for dashboards quickly outstripped their capacity and they lacked scalable, near‑real‑time reporting and a unified 360‑degree customer view embedded in Salesforce.

Genesys adopted Tableau Desktop and Server, replacing a year of custom development in just a few months, rolling out 30+ authoring licenses and hundreds of consumers, and training business users to self‑serve. Embedded and mobile‑optimized dashboards delivered near‑real‑time insight, improved global communication, enabled proactive customer outreach, and let a five‑person BI team support the entire company at scale.

Genesys

Jean Paul Saliou

Senior Director of Business Intelligence and Applications