Genesys Advanced Text and Speech Analytics (EE23) for Genesys Engage cloud

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This topic is part of the manual Genesys Engage cloud Use Cases for version Current of Genesys Use Cases.
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Important
This use case supports Genesys Engage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
Achieve deeper operational insights with speech and text Analytics
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

Contact Center managers and supervisors typically listen to 1-2% of agent calls as the basis for coaching and training. This means they have to rely on other metrics such as average handle time, call volumes, resolutions, or surveys as a basis for assessing agent performance.

Interaction Analytics enables the content of 100% of agent calls to be incorporated into assessments, training, and coaching. Managers and supervisors can search within the interactions for specific words and phrases, accurately classify call types, sentiment, agent behavior, and customer reactions, understanding contact center performance at both an aggregate and individual level across teams and regions, including both in-house and outsourced resources.

Use Case Benefits*

Use Case Benefits Explanation
Improved Agent Competency Identify behavior and phrases that are truly differentiating as a basis for performance improvement and categorization of calls based on the actual content of the call rather than relying solely on disposition codes, and can include calls with multiple reasons.
Improved Insights and Visibility Objectively correlate what happens on calls with measures of outcomes - first call resolution, call volume, handle time, customer satisfaction or Net Promoter Score.
Improved Net Promoter Score Measure customer sentiment at both the start and end of calls to understand how factors outside the contact center affect customer experience.Increase the speed at which the need for improvements can be identified and acted upon.
Reduced Administration Costs Conduct efficient and comprehensive analysis of calls without having to listen to hours of audio.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

Identify the differentiating behaviors that both drive and increase the speed of operational improvement in areas such as first contact resolution, call volume, repeat calls or handle time reduction, and customer satisfaction of Net Promoter Score through a thorough and comprehensive analysis of call content.


Use Case Definition

Business Flow

Business Flow Description

  1. The voice interaction is recorded (GIR or PureConnect or 3rd-party recorder) or the digital (text) interaction is completed (Genesys eServices or 3rd-party data source).
  2. During a KPI workshop, identify the business opportunity to be addressed:
    • Reduce call volume
    • Improve FCR
    • Reduce AHT
    • Improve CSAT/NPS
    • Improve agent performance
  3. Identify the specific areas of measurement to support the improvement of the business opportunity.
  4. During a PS discovery workshop, identify the required measurement elements (topics) to address the KPIs. A typical engagement for one business unit deploying use cases Genesys Speech Analytics (EE22) for GenesysEngage-onpremises (Cloud) and Genesys Advanced Text and Speech Analytics (EE23) for GenesysEngage-onpremises (Cloud) is 12 weeks of PS effort, covering 30 topics.
  5. Build the required measurement elements inside GIA with associated reports.
  6. PS conducts user training using customer's system and data.
  7. Customer conducts analysis with GIA to determine how to improve performance.
  8. Customer implements solutions within the business operation.
  9. Customer tracks the resulting performance improvement.
  10. Genesys Business Consulting provides business consulting through the first few projects.

Business and Distribution Logic

Business Logic

  • Objectively identify and quantify the multiple reasons for the customer interaction and efficiently transcribe the contents of the interaction for analysis.
  • Enable quality assurance process improvement through setting the foundation to enable organizational specific interests and needs.
  • Focus analysis on calls of a particular type or having specific outcomes, for example payment calls, complaints, calls exhibiting customer satisfaction or dissatisfaction.
  • Improve First Contact Resolution, Customer Satisfaction, and Net Promoter Score.
  • Provide tending and analysis of interaction content along with other key metadata to understand the key drivers of performance.
  • Reduce Average Handle Time by understanding the triggers across resources and topics for extended interaction times.
  • Improve Employee Performance through understanding the employee performance linked to the underlying topic and categories of the the interaction and implementing coaching and training plans.
  • Interaction Trending and Discovery through visibility into emerging and unknown interactions across topic, category and customer intention.


Distribution Logic

N/A


Use Case Requirements

Customer Interface Requirements

Genesys Interaction Analytics is a browser-based user interface. Access control for specific roles (such as Quality Management, Analysts, Team Leaders, Administrators) is handled via User Security configuration.

More information can be found within the product administration guide.

Agent Desktop Requirements

Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration.

More information can be found within the product administration guide.

Reporting

Real-time Reporting

N/A

Historical Reporting

Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual.

Assumptions

General Assumptions

Assumptions for PureConnect Cloud customers running Genesys Speech and Text Analytics

PureConnect Platform Assumptions:

When implemented in conjunction with Genesys Interaction Recording, caller ANI and agent hierarchy data is generally available without requiring additional professional services.

Where the use case is implemented in conjunction with a 3rd-party recording solution, additional professional services effort may be required to import ANI and agent hierarchy information.

Appending NPS or CSAT data to recordings may require additional professional services effort.

The prerequisite for this use case on PureConnect is Genesys Speech Analytics (EE22)

UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect

Customer Assumptions

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required: At least one of the following required: Optional Exceptions

    Workforce Engagement

      None None None

      Premise Assumptions

      Cloud Assumptions

      Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.

      The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.

      Import of NPS / CSAT data requires additional design and implementation effort for Cloud deployments.

      Text analytics is not available in Cloud, except for PureConnect Cloud customers.

      Related Documentation

      Document Version

      • v 1.1.4