Project Description
Soundbite (now Genesys) provides on-demand, multi-channel customer communication tools using voice, text, dialer, web and e-mail technologies. To support their growing business which was generating billions of transactions annually, Soundbite asked Envisa to build a flexible information management solution that would allow them to assess customer campaign effectiveness and better support their clients.
The Envisa Solution
After gathering data from dozens of Soundbite employees, Envisa worked in conjunction with Soundbite data architects to develop a data strategy and data design to leverage existing in-house technologies to provide flexible business analysis tools.
The solution included:
- SQL Server Analysis Services (SSAS 2005) using Oracle as the backend database
- Several OLAP cubes and metrics designed to quickly analyze campaign performance
- Several Key Performance Indicator (KPI) reports using the data warehouse and OLAP cubes
- Training to enable ongoing, internal system support
The Results
Efficient, Effective Approach to Solution Development
To manage project costs, the Envisa solution leveraged existing in-house technologies with an Oracle database on the back-end and SQL Server Analysis Services (SSAS).
Clear and Timely Analysis of Campaign Effectiveness
Using OLAP cubes and metrics specifically designed for the Professional Services group, Envisa delivered several OLAP tools and metrics targeting quick analysis of campaign performance. In addition, several Key Performance Indicator reports were developed for the organization.
Easy to Maintain Solution with Low Cost of Ownership
Envisa completely transitioned these easy-to-manage business analytics tools to in-house Soundbite business analysts for ongoing maintenance and support.