Genesys Text and Speech Analytics for Compliance (EE25) 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 the Genesys Text and Speech Analytics for Compliance (EE25) for Genesys Engage on-premises product and use case as a Workforce Engagement Management option.
Enforce compliance and legal responsibilities with speech and text analytics

What's the challenge?

Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job. There isn’t time to check every interaction so you use sampling, but what if you miss a critical problem?

What's the solution?

Automated speech and text monitoring for comprehensive monitoring. Genesys systems check agent and organization compliance with legal, regulatory and organization obligations. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.

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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Document Version

  • Version V 1.0.0 last updated December 14, 2020