Case Study: Genesys validates hunches and accelerates outbound call campaigns with Tableau Software

Genesys validates hunches for improved call campaigns

Genesys, a provider of outbound customer communications, was drowning in raw platform data that reached analysts only as database dumps and Excel sheets. That made it hard to test hypotheses about caller behavior or spot where scripts caused people to hang up, so the company needed a faster, more consumable way to analyze and present insights.

After adopting Tableau, Genesys quickly built visualizations and packaged reports that validated hunches about script drop-offs, timing and channel effectiveness, and enabled clients to connect directly to reports. The result: major time savings, faster campaign iteration and better-targeted outreach (e.g., timing, mobile vs. text), improved client conversations, and a shift from developer work to higher-value analysis.

Genesys

Anthony Chamberas

Director of Business Intelligence