Genesys Speech Analytics (EE22) for PureConnect

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This topic is part of the manual PureConnect Use Cases for version Current of Genesys Use Cases.
Important
The Optimizer Use Case for PureConnect is not available. Please reference Genesys Speech Analytics (EE22) for Genesys Engage on-premises product and use case as a Workforce Engagement Management option.
Gain basic insight into voice interactions using speech analytics

What's the challenge?

Organizations that record all or a portion of their calls amass a significant amount of data in those recordings. The difficulty lies in sifting through thousands of hours of dialog to find what's most important - a task that's impossible without automation.

What's the solution?

It starts by automating the transcription of your calls. From there, you can discover trends such as frequency and changes in frequency of words and phrases. Use the search function if you're looking for something specific.

Use Case Overview

Story and Business Context

Use Case Benefits*

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.

*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary



Use Case Definition

Info needed.

Business and Distribution Logic

Business Logic



Distribution Logic



User Interface & Reporting


Agent UI

Info needed.

Reporting

Real-time Reporting

Info needed.

Historical Reporting

Info needed.

Customer-facing Considerations

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
None None None None


General Assumptions

Customer Responsibilities



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