WF05 - Titles and Canonical Info
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Voice and Screen Recording |
Record voice and screen interactions |
Workforce Engagement |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: You need to meet contact center compliance and quality needs, within budget and strategy. When complete voice and screen recordings are too expensive, complicated or don’t fit your technology vision, that exposes you to unnecessary costs and risks.
Platform Solution: Get end-to-end interaction recordings by capturing calls and screen activity. Genesys Voice and Screen Recording, already available on your Genesys Customer Experience platform, is simple and cost-effective to add, use and manage. Boost quality, reduce risk and help the contact center improve performance.
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 | Use recordings of both audio and related screen activity to identify training opportunities. |
| Reduced Deployment Costs | Use your current platform to reduce deployment costs and eliminate connectors and integration. |
| Reduced Penalties and Fines | Record 100% of customer-agent conversations to meet compliance and regulatory requirements. |
High Level Flow
High Level Flow Steps
- A customer calls in
- An IVR announcement is made and the call is routed
- The recording begins and if required, Screen recording is started
- The employee may pause / resume the recording
- The conversation ends and the streams are synchronised
- The recordings are stored
- In the case of a dispute, the customer calls in
- The recording is searched for
- A supervisor listens to / views the recording
- The recording is archived/purged
Data Sheet Image
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Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Service
- Head of IT Infrastructure
Qualifying Questions
- How do you record calls and screens today?
- What issues are you experiencing with your current recording system? (Capabilities, financial, vendor, other?)
- Can your solution do end-to-end recording, particularly when calls are transferred across multiple locations?
Pain Points (Business Context)
- Inability to record calls and screens reliably
- Lack of useful metadata about recorded interactions
- No end-to-end recording, particularly when calls are transferred across multiple locations
- High Total Cost of Ownership (TCO) for recording
- Desire to move away from incumbent recording vendor
- Current recording solution doesn’t support SIP transformation strategy
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 conversation
- Record and stitch calls from cradle-to-grave, even across multi-site transfers