EE29 - Titles and Canonical Info

Important

This information is shared by EE29 use cases across all offerings.

Administration Dashboard

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

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Compliance Recording	Enable your contact center to meet quality and/ or regulatory compliance requirement	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Your contact center needs to meet quality and/or regulatory compliance requirements with voice and screen recording. If you don’t, you risk penalties and damaged reputation.

Platform Solution: Record 100 percent of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications and long-term storage.

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	Enable consumer protection, trust and transparency.
Improved Employee Utilization	Provide secure recording, storage and access to the entire call from a single solution.
Reduced Penalties and Fines	Reduce the risk of litigation, financial impact and damage to your reputation or brand.

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. The conversation ends
5. The recording is stored for future reference
6. Later on you can search for the recording
7. You can listen to the recording
8. The recording is then archived / purged

Data Sheet Image

Canonical Sales Content

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Personas

• Chief Information Officer
• Head of Compliance
• Head of Information Security

Qualifying Questions

1. What are the regulatory requirements of your business?
2. What are the regional compliance standards that need to be met?
3. Do you need to record 100% of calls?

Pain Points (Business Context)

• Requirement to meet compliance standards.

Desired State - How to Fix It

• Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.