EE08/Canonical - Revision history

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

2021-03-31T15:47:33Z

USC: Updated HLF embed code

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

2021-02-15T16:36:39Z

USC: Updated benefits to align with calculators

Shlandy93 at 12:24, April 1, 2020

2020-04-01T12:24:48Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

smart_wiki>Shlandy93 at 12:42, March 24, 2020

2020-03-24T12:42:06Z

Shlandy93 at 15:16, January 15, 2020

2020-01-15T15:16:17Z

Bgrenon: 1 revision imported

2018-08-22T18:18:36Z

1 revision imported

Shlandy93 at 17:06, July 19, 2018

2018-07-19T17:06:14Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Voice and Screen Recording
|Subtitle=Record voice and screen interactions
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=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.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ae5be13b-2d56-4ffc-b01d-ac1f4347c5aa/0
|BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of IT Infrastructure
|QualifyingQuestions=# 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?
}}
{{SMART DataSheetFlow
|Flow=A customer calls in
}}
{{SMART DataSheetFlow
|Flow=An IVR announcement is made and the call is routed
}}
{{SMART DataSheetFlow
|Flow=The recording begins and if required, Screen recording is started
}}
{{SMART DataSheetFlow
|Flow=The employee may pause / resume the recording
}}
{{SMART DataSheetFlow
|Flow=The conversation ends and the streams are synchronised
}}
{{SMART DataSheetFlow
|Flow=The recordings are stored
}}
{{SMART DataSheetFlow
|Flow=In the case of a dispute, the customer calls in
}}
{{SMART DataSheetFlow
|Flow=The recording is searched for
}}
{{SMART DataSheetFlow
|Flow=A supervisor listens to / views the recording
}}
{{SMART DataSheetFlow
|Flow=The recording is archived/purged
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Record 100% of customer-agent conversations to meet compliance and regulatory requirements.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Deployment Costs
|CanonicalBenefit=Use your current platform to reduce deployment costs and eliminate connectors and integration.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Use recordings of both audio and related screen activity to identify training opportunities.
}}

@@ Line 18: / Line 18: @@
 *Include extensive metadata with each recorded conversation
 *Record and stitch calls from cradle-to-grave, even across multi-site transfers
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ae5be13b-2d56-4ffc-b01d-ac1f4347c5aa/0
+|HighLevelFlowLucid=ae5be13b-2d56-4ffc-b01d-ac1f4347c5aa
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of IT Infrastructure
 |QualifyingQuestions=# How do you record calls and screens today?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=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.
 |PlatformSolution=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.
-|PainPoints=* Inability to record calls and screens reliably
+|PainPoints=*Inability to record calls and screens reliably
-* Lack of useful metadata about recorded interactions
+*Lack of useful metadata about recorded interactions
-* 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 conversation
+*Include extensive metadata with each recorded conversation
-* 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/ae5be13b-2d56-4ffc-b01d-ac1f4347c5aa/0
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of IT Infrastructure
@@ Line 64: / Line 64: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Use recordings of both audio and related screen activity to identify training opportunities.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of IT Infrastructure
 |QualifyingQuestions=# How do you record calls and screens today?
@@ Line 11: / Line 24: @@
 # Can your solution do end-to-end recording, particularly when calls are transferred across multiple locations?
 |DataSheetImage=EE08 - genesys voice and screen recording - header (2).png
 }}
 {{SMART DataSheetFlow

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