EE29 - Titles and Canonical Info

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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:

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


Canonical Information

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

EE29 - genesys compliance recording - header (2).png

Canonical Sales Content

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.


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