WF04 - Titles and Canonical Info

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Interaction Recording	Record all interactions to improve training, compliance and efficiency.		Workforce Engagement	No draft	Not published

Canonical Information

Platform Challenge and Solution

Platform 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.

You need selective recording of agents for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. Without this, you can’t monitor and improve team performance.

Platform Solution: Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Interaction 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.

With Selective Recording, you can define recording rules to capture the interactions that matter most to you.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Customer Experience	Provides consumer protection, trust and transparency.
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	Recording 100% of calls with no lost calls reduces compliance risk and penalties.

High Level Flow

High Level Flow Steps

A customer calls in
The IVR announces that the call will be recorded
The recording begins
Employee may pause or resume the recording
The conversation ends
The recording is stored
Recording can be searched for
Recording is listened to
The recording is archived/purged

Data Sheet Image

Canonical Sales Content

Personas

Head of Compliance
Head of Contact Center(s)
Head of IT Infrastructure

Qualifying Questions

What is your SIP migration strategy? How will this impact your current recording system?
Do you experience reliability issues with the current recording system?
Are you happy with the service and support that your current recording vendor provides?
What are the regulatory requirements of your business?
What are the regional compliance standards that need to be met?
Do you need to record 100% of calls?
What are your needs for recording specific segments of the business?
What are the criteria for the interaction types to be recorded?

Pain Points (Business Context)

Inability to record all calls reliably
Lack of useful metadata about recorded calls
No end-to-end recording, particularly when calls are transferred across multiple locations
Current recording solution doesn’t support SIP transformation strategy
Requirement to meet compliance standards.
A need to monitor team performance.

Desired State - How to Fix It

Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
Include extensive metadata with each recorded call
Record and stitch calls from cradle-to-grave, even across multi-site transfers
Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
Define recording rules to capture the interactions needed to address the concern.