{"id":202736,"date":"2020-01-14T07:17:00","date_gmt":"2020-01-14T15:17:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&#038;p=202736"},"modified":"2020-01-14T07:17:03","modified_gmt":"2020-01-14T15:17:03","slug":"genesys-interactive-insights-and-info-markets","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-interactive-insights-and-info-markets","title":{"rendered":"Genesys Interactive Insights"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-sub_title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Genesys Info Mart and Genesys Interactive Insights<\/h1><p>End-to-end visibility into your contact centre performance<\/p><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Info-Mart-and-Genesys-Interactive-Insights-DS-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/Genesys-Info-Mart-and-Genesys-Interactive-Insights-DS-resource_center-EN.jpg\" alt=\"Genesys Info Mart and Genesys Interactive Insights\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Benefits<\/h4><ul>\n<li>Unified voice, email, chat and other service-delivery data available via a single interface<\/li>\n<li>One centralised repository to manage<\/li>\n<li>Detailed understanding of historical performance to help improve business<\/li>\n<li>Business users can drill down and analyse data with less dependence on IT and take quicker actions<\/li>\n<li>Integration with intelligent Workload Distribution (iWD) and Workforce Management data<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Key Features<\/h4><ul>\n<li>Out-of-the-box reportr templates<\/li>\n<li>Ability to proactively identify events and manage performance of business metrics with detailed drill down, scenarios and enable root cause analysis<\/li>\n<li>Ad-hoc analysis of interaction details<\/li>\n<li>Interactive Insights metadata layer (universe) for Info Mart, automatic scheduling of reports, and data security<\/li>\n<li>Provides for custom metrics and unlimited user-defined attached data fields<\/li>\n<li>ETL, star-schema database, high availability, and summary and aggregated tables<\/li>\n<li>Performance tested\u2014to millions of calls per day (Genesys internal testing)<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-content\" data-swidth=\"stretch\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><div class=\"content-container\"><div class=\"section-item format-content-a4 has-image\" ><div class=\"text-col\"><h3><\/h3><h4>Web-based ad-hoc reporting and analytics solution<\/h4>\n<p>Improve contact centre 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.<\/p>\n<p>Interactive Insights enables contact centre 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.<\/p>\n<h4>Customised metadata layer (universe) to fit Genesys Info Mart<\/h4>\n<p>Info Mart is the data repository for <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/omnichannel-desktop\">Genesys omnichannel<\/a> interaction data. Interactive Insights analyses all interaction business data and integrates with Info Mart.<\/p>\n<p>To save time and resources, and make querying easier, Genesys built a metadata layer (universe) to describe Info Mart. Info Mart organises large volumes of detailed cross-channel data from the<a href=\"https:\/\/www.genesys.com\/en-gb\/platform\/genesys-cloud\"> Genesys Customer Experience platform<\/a>.<\/p>\n<p>Info Mart includes Extraction, Transformation, and Loading (ETL), star-schema database, high availability, and summary and aggregated tables. It\u2019s performance tested\u2013to millions of calls per day (Genesys internal testing).<\/p>\n<p>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 customise 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.<\/p>\n<\/div><div class=\"media-col image-tall type-image\"><img decoding=\"async\" width=\"310\" height=\"333\" src=\"https:\/\/www.genesys.com\/media\/8e51bc6c-collaterl-holder-icon.png\" alt=\"video thumbnail\" \/><\/div><\/div>\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-t1 has-bgcolor\" data-swidth=\"stretch\" data-cta-type=\"cta-t1\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"box-logo image-wide\"><img decoding=\"async\" width=\"200\" height=\"49\" src=\"https:\/\/www.genesys.com\/media\/069cd585-entel-logo.svg\" alt=\"Entel company logo\"><\/div><div class=\"text-col\"><div class=\"box-quote\">\"Info Mart has helped us to increase revenues by 10% by ensuring data integrity\u2014a target often missed as we were unable to identify all customer interactions.\"<\/div><div class=\"speaker-info\"><p class=\"fullname\">Guillermo Rivera<\/p><p class=\"jobtitle\">Development and Technology Manager<\/p><p class=\"company\">Entel<\/p><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Technical specifications<\/h2><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Requires Info Mart<\/h4><ul>\n<li>Oracle 11g and 12c<\/li>\n<li>Oracle 11g RAC<\/li>\n<li>Microsoft SQL Server 2005, 2008 and 2012<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Technical specifications for Info Mart<\/h4><ul>\n<li>Pre-requisite\u2014Java SE Runtime Environment<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Requires Business Objects<\/h4><ul>\n<li>SAP Business Objects Enterprise XI 3.1 in Release 8.1.0\/8.1.1<\/li>\n<li>SAP Business Objects Business Intelligence Platform 4.1 in Release 8.1.3 and later<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-imagebg\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgimg=\"https:\/\/www.genesys.com\/media\/fe53a864-gse-hdr-gradient-rev.svg\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Info-Mart-and-Genesys-Interactive-Insights-DS-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":678,"featured_media":4189,"template":"","tax_priority":[54],"tax_contenttheme":[14913],"tax_bundle":[],"tax_contenttheme2":[16140],"tax_capability_sitewide":[16242],"tax_products_programs":[],"tax_buying_job":[16680],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-202736","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-level-up-your-technology-en-gb","tax_contenttheme2-improve-customer-experience-en-gb","tax_capability_sitewide-analytics-and-reporting-en-gb","tax_buying_job-job-3-requirements-building-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/202736","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/202736\/revisions"}],"predecessor-version":[{"id":217558,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/202736\/revisions\/217558"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/4189"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=202736"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=202736"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=202736"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=202736"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=202736"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=202736"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=202736"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=202736"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=202736"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=202736"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=202736"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}