SlideShare a Scribd company logo
PRODUCT DATASHEET
Web-based ad-hoc reporting and analytics solution
Improve contact center performance and make fact-based decisions with relevant
information and business perspective across all channels, when and wherever you
need it, to act quickly and confidently. Genesys Interactive Insights provides intuitive,
self-service access to business information and enables informed and rapid decisions
based on reliable business data
Interactive Insights enables contact center operations to gain rich business insights with
the ability to look at historical trends and perform root cause analysis. It helps provide
unified multi-channel communications and visibility into other service-delivery data via a
single interface. Interactive Insights provides drill down and root cause analysis capabilities
and the business intelligence you need across every customer channel with less
dependence on IT.
Customized Metadata Layer (Universe) to Fit Genesys Info Mart
Interactive Insights analyzes all interaction business data and is integrated
with Info Mart
To save enormous time and resources, and make querying easier, Genesys built a
metadata layer (universe) to describe Info Mart. Info Mart organizes large volumes
of detailed cross-channel data from the CIM platform.
Info Mart includes ETL, star-schema database, high availability, and summary and
aggregated tables. It’s performance tested – to millions of calls per day (Genesys
internal testing).
The interaction history is enriched at a detailed level with routing data. This sophisticated
capability helps customers in the short term to avoid building their own ETL, summary
and aggregation layers; gather business requirements to create reports and customize
metrics; and troubleshoot for speed, reliability, redundancy, and accuracy. It also helps
customers to remain agile as business requirements evolve, requiring updates and
upgrades to their in-house solution and look for maintenance support.
Genesys Interactive Insights
End-to-end visibility into your contact center performance
BENEFITS
•	 Unified voice, email, chat and
other service-delivery data
available via a single interface
•	 One centralized repository to
manage
•	 Detailed understanding of
historical performance to help
improve business
•	 Business users can drill down
and analyze data with less
dependence on IT and take
quicker actions
•	 Integration with intelligent
Workload Distribution (iWD) and
Workforce Management data
“Info Mart has helped us to
increase revenues by 10%
by ensuring data integrity –
a target often missed as we
were unable to identify all
customer interactions.”
Guillermo Rivera, Development
and Technology Manager, Entel
Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names
and logos may be registered trademarks or trademarks of their respective companies.
Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com
About Genesys
Genesys is the market leader in
multi-channel customer experience
(CX) and contact center solutions
in the cloud and on-premises. We
help brands of all sizes make great
CX great business. The Genesys
Customer Experience Platform
powers optimal customer journeys
consistently across all touchpoints,
channels and interactions to turn
customers into brand advocates.
Genesys is trusted by over 4,500
customers in 80 countries to
orchestrate more than 100 million
digital and voice interactions each day.
Visit us at www.genesys.com
or call us at +1.888.436.3797
PRODUCT DATASHEET
Genesys Interactive Insights / page 2
Technical Specification
Requires Info Mart
•	 Oracle 11g and 12c
•	 Oracle 11g RAC
•	 Microsoft SQL Server 2005, 2008
and 2012
Requires Business Objects
•	 SAP Business Objects Enterprise
XI 3.1 in Release 8.1.0/8.1.1
•	 SAP Business Objects Business
Intelligence Platform 4.1 in Release
8.1.3 and later
FEATURES
•	 Out-of-the-box report templates
•	 Ability to proactively identify
events and manage performance
of business metrics with detailed
drill down, scenarios and enable
root cause analysis
•	 Ad-hoc analysis of interaction
details
•	 Interactive Insights metadata
layer (universe) for Info Mart,
automatic scheduling of reports,
and data security
•	 Provides for custom metrics and
unlimited user-defined attached
data fields
•	 ETL, star-schema database, high
availability, and summary and
aggregated tables
•	 Performance tested – to millions
of calls per day (Genesys
internal testing)

More Related Content

What's hot

Business Intelligence: our decisions under their control
Business Intelligence: our decisions under their controlBusiness Intelligence: our decisions under their control
Business Intelligence: our decisions under their control
epublio
 
Netspend: Maintaining "High Operations Tempo" via Multidomain MDM
Netspend: Maintaining "High Operations Tempo" via Multidomain MDMNetspend: Maintaining "High Operations Tempo" via Multidomain MDM
Netspend: Maintaining "High Operations Tempo" via Multidomain MDM
Orchestra Networks
 
Modern Business Intelligence - Design and Implementations
Modern Business Intelligence - Design and ImplementationsModern Business Intelligence - Design and Implementations
Modern Business Intelligence - Design and Implementations
David J Rosenthal
 
Innovation Around Data and AI for Fraud Detection
Innovation Around Data and AI for Fraud DetectionInnovation Around Data and AI for Fraud Detection
Innovation Around Data and AI for Fraud Detection
DataStax
 
Intersection of Business Intelligence and CRM vsr12
Intersection of Business Intelligence and CRM vsr12Intersection of Business Intelligence and CRM vsr12
Intersection of Business Intelligence and CRM vsr12David J Rosenthal
 
OTRS open ticket request system integrated in Sugar
OTRS open ticket request system integrated in Sugar OTRS open ticket request system integrated in Sugar
OTRS open ticket request system integrated in Sugar
SugarCRM
 
Analyzta Fact Sheet V1
Analyzta Fact Sheet V1Analyzta Fact Sheet V1
Analyzta Fact Sheet V1Anayzta Team
 
MAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONS
MAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONSMAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONS
MAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONS
Taction Software LLC
 
Desktop Virtualization: Emerging Requirements and Solutions
Desktop Virtualization: Emerging Requirements and SolutionsDesktop Virtualization: Emerging Requirements and Solutions
Desktop Virtualization: Emerging Requirements and Solutions
Enterprise Management Associates
 
CQ 2.0 This IS-IT One Page
CQ 2.0 This IS-IT One PageCQ 2.0 This IS-IT One Page
CQ 2.0 This IS-IT One PageMichael Couch
 
AgileSense Business Intelligence Dashboards Reports Charts Metrics
AgileSense Business Intelligence Dashboards Reports Charts MetricsAgileSense Business Intelligence Dashboards Reports Charts Metrics
AgileSense Business Intelligence Dashboards Reports Charts MetricsRafi Dudekula
 
Retail pro prism mobile pos
Retail pro prism mobile posRetail pro prism mobile pos
Retail pro prism mobile pos
Genie Technologies Incorporated
 
IT Solutions for Banking and Financial Services
IT Solutions for Banking and Financial ServicesIT Solutions for Banking and Financial Services
IT Solutions for Banking and Financial Services
ScienceSoft
 
FleCX
FleCXFleCX
Birst 5X: Turn Information Consumers into Information Producers – Connected o...
Birst 5X: Turn Information Consumers into Information Producers – Connected o...Birst 5X: Turn Information Consumers into Information Producers – Connected o...
Birst 5X: Turn Information Consumers into Information Producers – Connected o...
Birst
 
Asking the Right Questions of Your Data
Asking the Right Questions of Your DataAsking the Right Questions of Your Data
Asking the Right Questions of Your Data
DataWorks Summit
 
Service now IT operations management
Service now IT operations managementService now IT operations management
Service now IT operations management
Jade Global
 
Unlock the value of your data by smashing data silos
Unlock the value of your data by smashing data silosUnlock the value of your data by smashing data silos
Unlock the value of your data by smashing data silos
Entrinsik
 

What's hot (20)

Business Intelligence: our decisions under their control
Business Intelligence: our decisions under their controlBusiness Intelligence: our decisions under their control
Business Intelligence: our decisions under their control
 
Netspend: Maintaining "High Operations Tempo" via Multidomain MDM
Netspend: Maintaining "High Operations Tempo" via Multidomain MDMNetspend: Maintaining "High Operations Tempo" via Multidomain MDM
Netspend: Maintaining "High Operations Tempo" via Multidomain MDM
 
Modern Business Intelligence - Design and Implementations
Modern Business Intelligence - Design and ImplementationsModern Business Intelligence - Design and Implementations
Modern Business Intelligence - Design and Implementations
 
Innovation Around Data and AI for Fraud Detection
Innovation Around Data and AI for Fraud DetectionInnovation Around Data and AI for Fraud Detection
Innovation Around Data and AI for Fraud Detection
 
Intersection of Business Intelligence and CRM vsr12
Intersection of Business Intelligence and CRM vsr12Intersection of Business Intelligence and CRM vsr12
Intersection of Business Intelligence and CRM vsr12
 
OTRS open ticket request system integrated in Sugar
OTRS open ticket request system integrated in Sugar OTRS open ticket request system integrated in Sugar
OTRS open ticket request system integrated in Sugar
 
Analyzta Fact Sheet V1
Analyzta Fact Sheet V1Analyzta Fact Sheet V1
Analyzta Fact Sheet V1
 
MAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONS
MAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONSMAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONS
MAXIMIZE VALUE ON YOUR CRM INVESTMENT - CRM SERVICES & SOLUTIONS
 
The blind spot in edi
The blind spot in ediThe blind spot in edi
The blind spot in edi
 
Desktop Virtualization: Emerging Requirements and Solutions
Desktop Virtualization: Emerging Requirements and SolutionsDesktop Virtualization: Emerging Requirements and Solutions
Desktop Virtualization: Emerging Requirements and Solutions
 
CQ 2.0 This IS-IT One Page
CQ 2.0 This IS-IT One PageCQ 2.0 This IS-IT One Page
CQ 2.0 This IS-IT One Page
 
AgileSense Business Intelligence Dashboards Reports Charts Metrics
AgileSense Business Intelligence Dashboards Reports Charts MetricsAgileSense Business Intelligence Dashboards Reports Charts Metrics
AgileSense Business Intelligence Dashboards Reports Charts Metrics
 
Retail pro prism mobile pos
Retail pro prism mobile posRetail pro prism mobile pos
Retail pro prism mobile pos
 
IT Solutions for Banking and Financial Services
IT Solutions for Banking and Financial ServicesIT Solutions for Banking and Financial Services
IT Solutions for Banking and Financial Services
 
Mobile Analytics
Mobile AnalyticsMobile Analytics
Mobile Analytics
 
FleCX
FleCXFleCX
FleCX
 
Birst 5X: Turn Information Consumers into Information Producers – Connected o...
Birst 5X: Turn Information Consumers into Information Producers – Connected o...Birst 5X: Turn Information Consumers into Information Producers – Connected o...
Birst 5X: Turn Information Consumers into Information Producers – Connected o...
 
Asking the Right Questions of Your Data
Asking the Right Questions of Your DataAsking the Right Questions of Your Data
Asking the Right Questions of Your Data
 
Service now IT operations management
Service now IT operations managementService now IT operations management
Service now IT operations management
 
Unlock the value of your data by smashing data silos
Unlock the value of your data by smashing data silosUnlock the value of your data by smashing data silos
Unlock the value of your data by smashing data silos
 

Similar to Datasheet_for_Genesys_Interactive_Insights_and_Genesys_Info_Mart

Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?
EasyVista
 
Hu Yoshida's Point of View: Competing In An Always On World
Hu Yoshida's Point of View: Competing In An Always On WorldHu Yoshida's Point of View: Competing In An Always On World
Hu Yoshida's Point of View: Competing In An Always On WorldHitachi Vantara
 
Expanding Trust in Data
Expanding Trust in DataExpanding Trust in Data
Expanding Trust in Data
Precisely
 
Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...
Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...
Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...
Denodo
 
Extensia Bridge Digital Transformation
Extensia Bridge Digital TransformationExtensia Bridge Digital Transformation
Extensia Bridge Digital Transformation
Adrian Hall
 
IBM MQ: The messaging solution for virtually all industries
IBM MQ: The messaging solution for virtually all industriesIBM MQ: The messaging solution for virtually all industries
IBM MQ: The messaging solution for virtually all industries
Lightwell
 
IBM Websphere MQ: The Messaging Solution for Virtually All Industries
IBM Websphere MQ: The Messaging Solution for Virtually All IndustriesIBM Websphere MQ: The Messaging Solution for Virtually All Industries
IBM Websphere MQ: The Messaging Solution for Virtually All Industries
Lightwell
 
Mosaic Solutions Group
Mosaic Solutions Group Mosaic Solutions Group
Mosaic Solutions Group tsadler
 
Veritas - resiliency platform
Veritas - resiliency platformVeritas - resiliency platform
Veritas - resiliency platform
Fernando Alves
 
Veritas Resiliency Platform
Veritas Resiliency PlatformVeritas Resiliency Platform
Veritas Resiliency Platform
Symantec
 
Access Control time attendence, Biometrics UAE
Access Control time attendence, Biometrics UAEAccess Control time attendence, Biometrics UAE
Access Control time attendence, Biometrics UAE
securitysytem
 
MT101 Dell OCIO: Delivering data and analytics in real time
MT101 Dell OCIO:  Delivering data and analytics in real timeMT101 Dell OCIO:  Delivering data and analytics in real time
MT101 Dell OCIO: Delivering data and analytics in real time
Dell EMC World
 
KASHTECH AND DENODO: ROI and Economic Value of Data Virtualization
KASHTECH AND DENODO: ROI and Economic Value of Data VirtualizationKASHTECH AND DENODO: ROI and Economic Value of Data Virtualization
KASHTECH AND DENODO: ROI and Economic Value of Data Virtualization
Denodo
 
Fast Data Strategy Houston Roadshow Presentation
Fast Data Strategy Houston Roadshow PresentationFast Data Strategy Houston Roadshow Presentation
Fast Data Strategy Houston Roadshow Presentation
Denodo
 
Ipm executive-summary-vi-federal
Ipm executive-summary-vi-federalIpm executive-summary-vi-federal
Ipm executive-summary-vi-federal
John McDonald
 
Stay Ahead in Telecom Business
Stay Ahead in Telecom BusinessStay Ahead in Telecom Business
Stay Ahead in Telecom Business
Dhiren Gala
 
1KEY BI Offering
1KEY BI Offering1KEY BI Offering
1KEY BI Offering
Dhiren Gala
 
DWH: stop wasting time!
DWH: stop wasting time!DWH: stop wasting time!
DWH: stop wasting time!
Sadas
 

Similar to Datasheet_for_Genesys_Interactive_Insights_and_Genesys_Info_Mart (20)

Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?
 
Hu Yoshida's Point of View: Competing In An Always On World
Hu Yoshida's Point of View: Competing In An Always On WorldHu Yoshida's Point of View: Competing In An Always On World
Hu Yoshida's Point of View: Competing In An Always On World
 
Expanding Trust in Data
Expanding Trust in DataExpanding Trust in Data
Expanding Trust in Data
 
Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...
Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...
Data Virtualization, a Strategic IT Investment to Build Modern Enterprise Dat...
 
Extensia Bridge Digital Transformation
Extensia Bridge Digital TransformationExtensia Bridge Digital Transformation
Extensia Bridge Digital Transformation
 
Flyer Revised 102815
Flyer Revised 102815Flyer Revised 102815
Flyer Revised 102815
 
IBM MQ: The messaging solution for virtually all industries
IBM MQ: The messaging solution for virtually all industriesIBM MQ: The messaging solution for virtually all industries
IBM MQ: The messaging solution for virtually all industries
 
IBM Websphere MQ: The Messaging Solution for Virtually All Industries
IBM Websphere MQ: The Messaging Solution for Virtually All IndustriesIBM Websphere MQ: The Messaging Solution for Virtually All Industries
IBM Websphere MQ: The Messaging Solution for Virtually All Industries
 
Mosaic Solutions Group
Mosaic Solutions Group Mosaic Solutions Group
Mosaic Solutions Group
 
Veritas - resiliency platform
Veritas - resiliency platformVeritas - resiliency platform
Veritas - resiliency platform
 
Veritas Resiliency Platform
Veritas Resiliency PlatformVeritas Resiliency Platform
Veritas Resiliency Platform
 
Access Control time attendence, Biometrics UAE
Access Control time attendence, Biometrics UAEAccess Control time attendence, Biometrics UAE
Access Control time attendence, Biometrics UAE
 
MT101 Dell OCIO: Delivering data and analytics in real time
MT101 Dell OCIO:  Delivering data and analytics in real timeMT101 Dell OCIO:  Delivering data and analytics in real time
MT101 Dell OCIO: Delivering data and analytics in real time
 
KASHTECH AND DENODO: ROI and Economic Value of Data Virtualization
KASHTECH AND DENODO: ROI and Economic Value of Data VirtualizationKASHTECH AND DENODO: ROI and Economic Value of Data Virtualization
KASHTECH AND DENODO: ROI and Economic Value of Data Virtualization
 
IH Overview
IH OverviewIH Overview
IH Overview
 
Fast Data Strategy Houston Roadshow Presentation
Fast Data Strategy Houston Roadshow PresentationFast Data Strategy Houston Roadshow Presentation
Fast Data Strategy Houston Roadshow Presentation
 
Ipm executive-summary-vi-federal
Ipm executive-summary-vi-federalIpm executive-summary-vi-federal
Ipm executive-summary-vi-federal
 
Stay Ahead in Telecom Business
Stay Ahead in Telecom BusinessStay Ahead in Telecom Business
Stay Ahead in Telecom Business
 
1KEY BI Offering
1KEY BI Offering1KEY BI Offering
1KEY BI Offering
 
DWH: stop wasting time!
DWH: stop wasting time!DWH: stop wasting time!
DWH: stop wasting time!
 

Datasheet_for_Genesys_Interactive_Insights_and_Genesys_Info_Mart

  • 1. PRODUCT DATASHEET Web-based ad-hoc reporting and analytics solution Improve contact center performance and make fact-based decisions with relevant information and business perspective across all channels, when and wherever you need it, to act quickly and confidently. Genesys Interactive Insights provides intuitive, self-service access to business information and enables informed and rapid decisions based on reliable business data Interactive Insights enables contact center operations to gain rich business insights with the ability to look at historical trends and perform root cause analysis. It helps provide unified multi-channel communications and visibility into other service-delivery data via a single interface. Interactive Insights provides drill down and root cause analysis capabilities and the business intelligence you need across every customer channel with less dependence on IT. Customized Metadata Layer (Universe) to Fit Genesys Info Mart Interactive Insights analyzes all interaction business data and is integrated with Info Mart To save enormous time and resources, and make querying easier, Genesys built a metadata layer (universe) to describe Info Mart. Info Mart organizes large volumes of detailed cross-channel data from the CIM platform. Info Mart includes ETL, star-schema database, high availability, and summary and aggregated tables. It’s performance tested – to millions of calls per day (Genesys internal testing). The interaction history is enriched at a detailed level with routing data. This sophisticated capability helps customers in the short term to avoid building their own ETL, summary and aggregation layers; gather business requirements to create reports and customize metrics; and troubleshoot for speed, reliability, redundancy, and accuracy. It also helps customers to remain agile as business requirements evolve, requiring updates and upgrades to their in-house solution and look for maintenance support. Genesys Interactive Insights End-to-end visibility into your contact center performance BENEFITS • Unified voice, email, chat and other service-delivery data available via a single interface • One centralized repository to manage • Detailed understanding of historical performance to help improve business • Business users can drill down and analyze data with less dependence on IT and take quicker actions • Integration with intelligent Workload Distribution (iWD) and Workforce Management data “Info Mart has helped us to increase revenues by 10% by ensuring data integrity – a target often missed as we were unable to identify all customer interactions.” Guillermo Rivera, Development and Technology Manager, Entel
  • 2. Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com About Genesys Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797 PRODUCT DATASHEET Genesys Interactive Insights / page 2 Technical Specification Requires Info Mart • Oracle 11g and 12c • Oracle 11g RAC • Microsoft SQL Server 2005, 2008 and 2012 Requires Business Objects • SAP Business Objects Enterprise XI 3.1 in Release 8.1.0/8.1.1 • SAP Business Objects Business Intelligence Platform 4.1 in Release 8.1.3 and later FEATURES • Out-of-the-box report templates • Ability to proactively identify events and manage performance of business metrics with detailed drill down, scenarios and enable root cause analysis • Ad-hoc analysis of interaction details • Interactive Insights metadata layer (universe) for Info Mart, automatic scheduling of reports, and data security • Provides for custom metrics and unlimited user-defined attached data fields • ETL, star-schema database, high availability, and summary and aggregated tables • Performance tested – to millions of calls per day (Genesys internal testing)