EE21/Canonical - Revision history

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

2021-04-01T11:16:41Z

USC: Updated HLF embed code

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

2021-02-15T16:44:11Z

USC: Updated benefits to align with calculators

Shlandy93 at 14:14, April 1, 2020

2020-04-01T14:14:07Z

Bgrenon: 1 revision imported

2020-03-26T15:34:41Z

1 revision imported

smart_wiki>Shlandy93 at 14:18, March 24, 2020

2020-03-24T14:18:18Z

Shlandy93 at 16:55, January 15, 2020

2020-01-15T16:55:48Z

Bgrenon: 1 revision imported

2018-08-22T18:18:29Z

1 revision imported

Shlandy93 at 18:11, July 19, 2018

2018-07-19T18:11:31Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys IVR Recording
|Subtitle=Record the entire IVR interaction
}}
{{SMART Canonical
|PlatformChallenge=Incomplete information makes it much harder to monitor and coach your teams. End-to-end recordings should include IVR and multiple handoffs across layers and locations to understand the whole interaction.
|PlatformSolution=Genesys IVR Recording provides end-to-end digital recordings stored either on-premise or in the cloud. Recordings are key records that can be used for monitoring and reports, or can be used to drive insights in other systems such as WFO or AI transcriptions
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/446f3812-9515-4960-b159-8328819f45cb/0
|BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience, Head of Workforce Planning
|QualifyingQuestions=# How do you record interactions today and what regulations are you required to meet?
# Do you need to record the IVR portion of an interaction?
# Do you experience reliability issues with your current recording solution?
}}
{{SMART DataSheetFlow
|Flow=A customer calls in - The call is routed to IVR and the recording announcement is played
}}
{{SMART DataSheetFlow
|Flow=GIR starts recording the call
}}
{{SMART DataSheetFlow
|Flow=The call is transferred to an agent
}}
{{SMART DataSheetFlow
|Flow=The IVR recording is stopped and saved
}}
{{SMART DataSheetFlow
|Flow=A supervisor listens to the recording
}}
{{SMART DataSheetFlow
|Flow=The customer retrieves the recording for legal purposes
}}
{{SMART DataSheetFlow
|Flow=The recording is archived
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Administration Costs
|CanonicalBenefit=Improve total cost of ownership and remove manual collection and evaluation of recorded data.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Meeting compliance requirements for record retention.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Improve evaluations and coaching, using actual sessions to give agents feedback.
}}

@@ 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/446f3812-9515-4960-b159-8328819f45cb/0
+|HighLevelFlowLucid=446f3812-9515-4960-b159-8328819f45cb
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience, Head of Workforce Planning
 |QualifyingQuestions=# How do you record interactions today and what regulations are you required to meet?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Incomplete information makes it much harder to monitor and coach your teams. End-to-end recordings should include IVR and multiple handoffs across layers and locations to understand the whole interaction.
 |PlatformSolution=Genesys IVR Recording provides end-to-end digital recordings stored either on-premise or in the cloud. Recordings are key records that can be used for monitoring and reports, or can be used to drive insights in other systems such as WFO or AI transcriptions
-|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 in your IVR and handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate calls.
+*Record 100% of the calls in your IVR and handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 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/446f3812-9515-4960-b159-8328819f45cb/0
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience, Head of Workforce Planning
@@ Line 55: / Line 55: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Improve evaluations and coaching, using actual sessions to give agents feedback.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience, Head of Workforce Planning
 |QualifyingQuestions=# How do you record interactions today and what regulations are you required to meet?
@@ Line 11: / Line 24: @@
 # Do you experience reliability issues with your current recording solution?
 |DataSheetImage=EE21 - genesys ivr recording - header (2).png
 }}
 {{SMART DataSheetFlow

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