EE21 - Titles and Canonical Info

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Important
This information is shared by EE21 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 IVR Recording

Record the entire IVR interaction

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Incomplete information makes it much harder to monitor and coach your teams. End-to-end recordings should include IVR and multiple handoffs across layers and locations to understand the whole interaction.

Platform Solution: Genesys IVR Recording provides end-to-end digital recordings stored either on-premise or in the cloud. Recordings are key records that can be used for monitoring and reports, or can be used to drive insights in other systems such as WFO or AI transcriptions

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 Improve evaluations and coaching, using actual sessions to give agents feedback.
Reduced Administration Costs Improve total cost of ownership and remove manual collection and evaluation of recorded data.
Reduced Penalties and Fines Meeting compliance requirements for record retention.

High Level Flow

High Level Flow Steps

  1. A customer calls in - The call is routed to IVR and the recording announcement is played
  2. GIR starts recording the call
  3. The call is transferred to an agent
  4. The IVR recording is stopped and saved
  5. A supervisor listens to the recording
  6. The customer retrieves the recording for legal purposes
  7. The recording is archived

Data Sheet Image

EE21 - genesys ivr recording - header (2).png

Canonical Sales Content

Personas

  • Head of Compliance
  • Head of Contact Center(s)
  • Head of Customer Experience
  • Head of Workforce Planning


Qualifying Questions

  1. How do you record interactions today and what regulations are you required to meet?
  2. Do you need to record the IVR portion of an interaction?
  3. Do you experience reliability issues with your current recording solution?

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 in your IVR and handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 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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