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Gong > Case Studies > Gong Gives Genesys Sales Managers the Ability to “Ride Shotgun” with Any Deal

Gong Gives Genesys Sales Managers the Ability to “Ride Shotgun” with Any Deal

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Data Science Services

The Challenge

Genesys, a company that sells customer experience and contact center technology, was facing challenges in managing its sales process. The sales managers were operating in a world of “guessing and speculating” about where to spend their time and effort for maximum efficiency. They were scaling rapidly, yet struggling to onboard efficiently. The process of preparing for a call was time-consuming and did not scale. Sales managers were heavily involved in every deal, which spread them thin and did not allow them to deep dive into each deal. The process was more about “following fields in the company’s CRM” and then using one-on-one meetings to “add color” to better understand each deal.

About The Customer

Genesys is a company that sells customer experience and contact center technology — both cloud-based and on-premises — to businesses of any size. Headquartered in Daly City, California, Genesys also has an international presence with nearly 60 offices all over North America, Latin America, Asia-Pacific, Europe, the Middle East, and Africa. Genesys works with thousands of organizations in more than 100 countries and has built a team of nearly 6,000 people. Genesys reps are often selling into high-level decision-makers, so it’s important that all are at the top of their games. They have to find a balance between time spent researching and truly understanding a deal and efficiency.

The Solution

Genesys implemented Gong, a real-time analytics platform, to make their sales process more efficient. Gong provides a realistic view of where the team is in each deal cycle and the likelihood of close/won vs. close/lost. It allows sales managers to listen to both sides of the conversation, providing full visibility and transparency. This allows sales managers to step in and coach in the most efficient way. Gong also provides Deal Intelligence, which allows sales managers to quickly and more completely understand what Genesys prospects are saying. It also allows them to efficiently find coaching opportunities that would be nearly impossible by just “viewing dashboards and reports.” Gong also helps in onboarding new reps by providing a platform where new reps can listen to calls that are most relevant for the sales cycle stage they are currently in.

Operational Impact

Gong has made sales managers’ process more efficient and allowed their teams and the business to grow faster.
Sales managers are now engaging in more cross-functional, bigger picture, strategic work.
Sales managers are able to jump into deals and make an impact without needing to be on every email thread and read each email as it comes through.

Quantitative Benefit