Genesys Levels Up Its Media Analysis Reporting by Consolidating Global Coverage and Adding Deep Value Metrics
Everyone at Fullintel feels like an extension of my team here at Genesys. The team at Fullintel is super valuable to me and my ability to do my job—they're super flexible, responsive, and help me solve problems.Rachel Faulkner Perez — VP of External Communications, Genesys
The Client
Menlo Park, Calif.–based Genesys is a global leader in cloud customer experience and contact center solutions — a provider of cloud-based contact center software, customer management solutions, and AI sales-assistant technology. The 6,000-plus employee firm operates across more than 100 countries and seven continents.
Genesys struggled to reconcile media monitoring and analysis from more than a dozen agencies across regions, with little visibility into coverage quality. A move to fully automated monitoring backfired — it buried the PR team in irrelevant data.
Fullintel combined human curation with semi-automated monitoring to bring accuracy and consistency across regions, and introduced deep quality metrics like the Media Impact Score (MIS). The result: data that's now trusted as a key input for global strategy, rather than noise to dig through.
The Challenge
Past media monitoring had led VP of External Communications Rachel Faulkner Perez to lose faith in the accuracy of the data being delivered. Four problems stood out:
Coverage scattered across regions
At one point Genesys used nearly 20 PR agencies for measurement and monitoring — each with their own process. The result was inconsistent data and no true apples-to-apples comparison between regions.
“We really had to clean up a lot of organizational opaqueness,” says Faulkner Perez.
Irrelevant and missing results
Fully automated monitoring flooded the team with irrelevant hits — "Genesys" is a common brand name — costing hours of cleanup each day, while still missing real coverage.
No view of coverage quality
The team saw high-level reach numbers but was essentially blind to the quality of coverage, especially relative to competitors.
Multilingual gaps
Previous providers struggled to source multilingual coverage, and what made it into reports wasn't translated — leaving the team relying on Google Translate to gauge performance.
It was a complete time suck. We didn't have the headcount to spend that kind of time on the data — but without someone that lives and breathes it, you're left with not a lot of confidence.Rachel Faulkner Perez, Genesys
The Solution
Fullintel consolidated multiple regions' coverage and data into one repeatable, consistent process spanning the company's business units and headquarters — letting Genesys benchmark against past results on clean, trustworthy data.
- ~20 PR agencies, fragmented processes
- Hours/day cleaning irrelevant hits
- Reach numbers only — no quality view
- Google Translate for global coverage
- One unified, repeatable process
- Human-curated + semi-automated accuracy
- Media Impact Score (MIS) on every story
- Translated, multilingual global coverage
AMEC-award-winning human curation & analysis, delivered as three report tiers — weekly, monthly, and quarterly.
Reports supplemented by the Fullintel Hub media monitoring platform with an intuitive, near-real-time coverage dashboard.
Media Impact Score implemented and cross-tabulated against coverage volume and key messages.
The team relies primarily on the weekly/monthly/quarterly reports, using the dashboard for ad-hoc, real-time checks.
The Deliverables
Fullintel primarily analyzes online news coverage to map the impact of Genesys and its competitors across global regions and languages — delivered as weekly, monthly, and quarterly analysis reports built from both quantitative and qualitative techniques.
Quantitative analysis
- Coverage trend, key messages & key topics
- Share of tier-one coverage via MIS indicators
- Month-over-month competitive benchmarking
- Average MIS: Genesys vs. competitors
- Coverage reach across media channels
Qualitative analysis
- Sentiment toward Genesys and competitors
- Top topics discussed and sentiment
- Industry news & senior leadership analysis
- Regional analysis by sentiment, MIS, reach, volume
Fullintel also provides one-off, ad-hoc reports — such as coverage tied to the company's Scuderia Ferrari Formula One sponsorship.
The Result
The goal was to consolidate regional coverage into one unified process and level up the measurement program with deeper quality metrics. That's exactly what happened.
Today the data Fullintel delivers is trusted enough that the executive team uses it to inform not just communications strategy, but broader business decisions across global regions.
I felt like we were just doing things very simply before, and the metrics we were using previously weren’t actually helping us have better stakeholder conversations,” says Faulkner Perez. “Fullintel’s analysis gives me insights around how we can become more efficient and work across markets more effectively.Rachel Faulkner Perez, VP of External Communications, Genesys
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