EE25 - Titles and Canonical Info

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Important
This information is shared by EE25 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 Text and Speech Analytics for Compliance

Enforce compliance and legal responsibilities with speech and text analytics

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job. There isn’t time to check every interaction so you use sampling, but what if you miss a critical problem?

Platform Solution: Automated speech and text monitoring for comprehensive monitoring. Genesys systems check agent and organization compliance with legal, regulatory and organization obligations. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.

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 Access comprehensive monitoring and evaluation with feedback, for all interactions.
Reduced Administration Costs Report by agent, by team, by organization. Ensure customer service quality compliance.
Reduced Penalties and Fines Reduce risk of associated litigation, financial impact and damage to your reputation or brand.

High Level Flow

High Level Flow Steps

  1. A customer calls in
  2. The interaction is recorded
  3. The audio from the call is transcribed into text
  4. Users access search and discovery
  5. Playback of interactions and transcripts can be read

Data Sheet Image

EE25 - genesys text and speech analytics for complience - header (2).jpg

Canonical Sales Content

Personas

  • Chief Financial Officer
  • Head of Compliance
  • Head of Customer Service


Qualifying Questions

1 Can you keep up with your monitoring goals?


2 Do you think your teams are following through on coaching from quality monitoring?


3 Do you feel ‘at risk’ sometimes because you aren’t monitoring every call?

Pain Points (Business Context)

  • Loss or risk of loss due to non-compliance
  • Inability to validate or demonstrate compliance
  • Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources

Desired State - How to Fix It

  • Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
  • Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
  • Ability to incorporate compliance related reporting into agent training and ongoing improvement programs


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