EE07/Canonical - Revision history

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-03-31T15:41:09Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T16:36:02Z

USC: Updated benefits to align with calculators

Shlandy93 at 12:23, April 1, 2020

2020-04-01T12:23:47Z

Bgrenon: 1 revision imported

2020-03-26T15:34:43Z

1 revision imported

smart_wiki>Shlandy93 at 12:41, March 24, 2020

2020-03-24T12:41:25Z

Shlandy93 at 15:15, January 15, 2020

2020-01-15T15:15:35Z

Bgrenon: 1 revision imported

2018-08-22T18:18:35Z

1 revision imported

Shlandy93 at 17:02, July 19, 2018

2018-07-19T17:02:16Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Voice Recording
|Subtitle=Record voice interactions
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=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.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/237aed27-b277-4ced-b993-cc5c320613c7/0
|BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of IT Infrastructure
|QualifyingQuestions=# 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?
}}
{{SMART DataSheetFlow
|Flow=A customer calls in
}}
{{SMART DataSheetFlow
|Flow=The IVR announces that the call will be recorded
}}
{{SMART DataSheetFlow
|Flow=The recording begins
}}
{{SMART DataSheetFlow
|Flow=Employee may pause or resume the recording
}}
{{SMART DataSheetFlow
|Flow=THe conversation ends
}}
{{SMART DataSheetFlow
|Flow=The recording is stored
}}
{{SMART DataSheetFlow
|Flow=Recording can be searched for
}}
{{SMART DataSheetFlow
|Flow=Recording is listened to
}}
{{SMART DataSheetFlow
|Flow=The recording is archived/purged
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Evaluate recordings to see how agents can resolve customer issues faster.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Use recordings to show agents how to deliver a better customer experience.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Make sure all calls are recorded in full to increase compliance and reduce financial risk.
}}

@@ Line 18: / Line 18: @@
 *Include extensive metadata with each recorded call
 *Record and stitch calls from cradle-to-grave, even across multi-site transfers
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/237aed27-b277-4ced-b993-cc5c320613c7/0
+|HighLevelFlowLucid=237aed27-b277-4ced-b993-cc5c320613c7
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of IT Infrastructure
 |QualifyingQuestions=# What is your SIP migration strategy? How will this impact your current recording system?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=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.
 |PlatformSolution=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.
-|PainPoints=* Inability to record all calls reliably
+|PainPoints=*Inability to record all calls reliably
-* Lack of useful metadata about recorded calls
+*Lack of useful metadata about recorded calls
-* No end-to-end recording, particularly when calls are transferred across multiple locations
+*No end-to-end recording, particularly when calls are transferred across multiple locations
-* High Total Cost of Ownership (TCO) for recording
+*High Total Cost of Ownership (TCO) for recording
-* Desire to move away from incumbent recording vendor
+*Desire to move away from incumbent recording vendor
-* Current recording solution doesn’t support SIP transformation strategy
+*Current recording solution doesn’t support SIP transformation strategy
-|DesiredState=* Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
+|DesiredState=*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.
+*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
+*Include extensive metadata with each recorded call
-* Record and stitch calls from cradle-to-grave, even across multi-site transfers
+*Record and stitch calls from cradle-to-grave, even across multi-site transfers
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/237aed27-b277-4ced-b993-cc5c320613c7/0
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of IT Infrastructure
@@ Line 57: / Line 57: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Use recordings to show agents how to deliver a better customer experience.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of IT Infrastructure
 |QualifyingQuestions=# What is your SIP migration strategy? How will this impact your current recording system?
@@ Line 11: / Line 24: @@
 # Are you happy with the service and support that your current recording vendor provides?
 |DataSheetImage=CE40 - genesys bots with amazon lex - header (2).png
 }}
 {{SMART DataSheetFlow

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)