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.
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.

Other offerings:

Use Case Overview

Story and Business Context

Use Case Benefits*

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Use Case Definition

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Business and Distribution Logic

Business Logic

User Interface & Reporting


Customer-facing Considerations


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