EE07 - Titles and Canonical Info

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Important
This information is shared by EE07 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Voice Recording

Record voice interactions

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: You need to reliably record calls to help agents get better, enhance the customer experience and manage risk. When recordings are not complete or available, you risk being out of compliance and lose valuable information that could be used to improve efficiency and make customers happier.

Platform Solution: Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, natively integrated with the Genesys Customer Experience Platform, reliably records 100% of calls, makes it easy to search and access recordings, and doesn’t lose a beat with transfers - even across sites.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Use recordings to show agents how to deliver a better customer experience.
Reduced Handle Time Evaluate recordings to see how agents can resolve customer issues faster.
Reduced Penalties and Fines Make sure all calls are recorded in full to increase compliance and reduce financial risk.

High Level Flow

High Level Flow Steps

  1. A customer calls in
  2. The IVR announces that the call will be recorded
  3. The recording begins
  4. Employee may pause or resume the recording
  5. THe conversation ends
  6. The recording is stored
  7. Recording can be searched for
  8. Recording is listened to
  9. The recording is archived/purged

Data Sheet Image

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Canonical Sales Content

Personas

  • Head of Compliance
  • Head of Contact Center(s)
  • Head of IT Infrastructure


Qualifying Questions

  1. What is your SIP migration strategy? How will this impact your current recording system?
  2. Do you experience reliability issues with the current recording system?
  3. Are you happy with the service and support that your current recording vendor provides?

Pain Points (Business Context)

  • Inability to record all calls reliably
  • Lack of useful metadata about recorded calls
  • No end-to-end recording, particularly when calls are transferred across multiple locations
  • High Total Cost of Ownership (TCO) for recording
  • Desire to move away from incumbent recording vendor
  • Current recording solution doesn’t support SIP transformation strategy

Desired State - How to Fix It

  • Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
  • Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
  • Include extensive metadata with each recorded call
  • Record and stitch calls from cradle-to-grave, even across multi-site transfers


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