A leading provider of multi-channel customer experience and contact center solutions, Genesys adopted a cloud-first IT strategy to support its end-to-end integration and data management requirements. Kris Krishan, vice president of Enterprise Applications at Genesys and a Salesforce.com customer, recently shared how the company was able to rapidly and cost-effectively ensure up-to-date information, as well as data quality and governance, across its organization using application integration and master data management.
In this video from Dreamforce ’15, Krishan discusses the Genesys transformation in detail, providing a clear road map for achieving business objectives, including:
- The integration of data from multiple systems (both on-premises and SaaS)
- Implementation of master data management (MDM) for both the customer and product domains
- Centralization of golden records using match and merge
- Consolidation and synchronization to create a single source of truth for consumption by users and systems
The Genesys use case involves multiple applications to support its global business, including Salesforce.com, Force.com, NetSuite, SAP and ADP, to name a few.
Find out how Genesys transformed its business with integration and MDM, and how your company can, too.