Genesys Voice Recording (EE07) for PureEngageCloud

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This topic is part of the manual PureEngage Cloud Use Cases for version Public of Genesys Use Cases.
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Record voice interactions

What's the challenge?

You need to reliably record calls to help agents get better, enhance the customer experience and manage risk. When recordings are not complete or available, you risk being out of compliance and lose valuable information that could be used to improve efficiency and make customers happier.

What's the solution?

Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, natively integrated with the Genesys Customer Experience Platform, reliably records 100% of calls, makes it easy to search and access recordings, and doesn’t lose a beat with transfers - even across sites.

Story and Business Context

Businesses need to reliably record calls to improve customer experience and employee performance, be compliant, and manage risk.

Genesys Interaction Recording is a compliance and control platform thatreliably records 100% of calls — even across multiple sites — and makes it easy to search and access recordings regardless of location. Through voice recording, customer service operations can analyze the quality of voice conversations, identify training needs and help to continuously improve the performance of employees. The payoff is a better customer experience.

Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite. This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements.

Use Case Benefits

Use Case Benefits Explanation
Reduced Deployment Costs Eliminate the need to purchase additional hardware, software and the associated maintenance and support services through integrated approach with Genesys Interaction Recording
Reduced Penalties and Fines Records 100% of calls with no lost calls

Summary

100% voice recording of customer conversations with an agent for compliance and regulatory requirements.


Use Case Definition

Business Flow

The following describes the main actors of the business flow below and their goals:

  • The customer makes the call
  • The supervisor needs to be able to listen to recordings
  • The agent needs to be able to pause/resume recordings
  • The Legal and Compliance officer needs to be able to access the system to audit and protect recordings

Business Flow Description Step 1: Customer makes a call to one of the service lines of the company.

Step 2: An announcement will be played to the customer that the call is going to be recorded.

Step 3: The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. This can be either the use case "Genesys Call Routing (CE01)" or "Genesys Personalized Routing (CE02)". The Inbound Voice routing strategy is not within the scope of this use case.

Step 4: Genesys Interaction Recording starts the recording.

Step 5: Agent answers the call from any desk within the site.

Step 5a: The agent may (if enabled) pause/resume the recording manually via the standard integration with Genesys Workspace when sensitive data needs to be entered.

Step 6: Customer or Agent disconnects the call.

Step 7: Genesys Interaction Recording stops and stores the recording.

Step 8: Supervisor searches for, retrieves and listens to a recording made by one of their agents.

Step 9: Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.

Step 10: Genesys Interaction Recording archives and purges recordings according to the rules defined in the system.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.