EE22/Canonical - Revision history

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

2021-04-01T11:18:13Z

USC: Updated HLF embed code

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

2021-02-15T16:44:40Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com at 12:46, December 7, 2020

2020-12-07T12:46:23Z

Shlandy93 at 15:36, May 18, 2020

2020-05-18T15:36:45Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

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

2020-03-24T14:18:57Z

Shlandy93 at 16:10, March 9, 2020

2020-03-09T16:10:26Z

Shlandy93 at 16:56, January 15, 2020

2020-01-15T16:56:37Z

Bgrenon: 1 revision imported

2018-08-22T18:18:38Z

1 revision imported

Shlandy93 at 18:13, July 19, 2018

2018-07-19T18:13:45Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Speech Analytics
|Subtitle=Gain basic insight into voice interactions using speech analytics
}}
{{SMART Canonical
|PlatformChallenge=Organizations that record all or a portion of their calls amass a significant amount of data in those recordings. The difficulty lies in sifting through thousands of hours of dialog to find what's most important - a task that's impossible without automation.
|PlatformSolution=It starts by automating the transcription of your calls. From there, you can discover trends such as frequency and changes in frequency of words and phrases. Use the search function if you're looking for something specific.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0f918dc2-f104-40f6-9ef9-1b1fbbf8748c/0
|BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Service
|QualifyingQuestions=# Are you currently recording a portion or all of your calls?
# If so, are you using some sort of tool to automate their transcription, and does it show trending?
# Is it searchable?
}}
{{SMART DataSheetFlow
|Flow=A customer calls in
}}
{{SMART DataSheetFlow
|Flow=The interaction is recorded
}}
{{SMART DataSheetFlow
|Flow=The audio from the call is transcribed into text
}}
{{SMART DataSheetFlow
|Flow=The users access search for content
}}
{{SMART DataSheetFlow
|Flow=The interactions can be played back and the transcripts can be read
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Let your quality team focus on what they do best — coaching, not randomly sifting through recordings.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Customer Churn
|CanonicalBenefit=Discover trends that affect churn before they spiral out of control.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Ensure agent compliance to mandatory statements.
}}

@@ Line 14: / Line 14: @@
 *Less time spent listening to calls, quickly and easily find relevant calls and context based on key words and phrases
 *Early warning of emerging trends or changing business circumstances based on changes in frequency of words and phrases
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0f918dc2-f104-40f6-9ef9-1b1fbbf8748c/0
+|HighLevelFlowLucid=0f918dc2-f104-40f6-9ef9-1b1fbbf8748c
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Service
 |QualifyingQuestions=# Are you currently recording a portion or all of your calls?

@@ Line 37: / Line 37: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Converts voice recordings to text to enable mining and analysis for specific words and phrases related to customer experience, agent performance, sales, and compliance.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Organizations that record all or a portion of their calls amass a significant amount of data in those recordings. The difficulty lies in sifting through thousands of hours of dialog to find what's most important - a task that's impossible without automation.
 |PlatformSolution=It starts by automating the transcription of your calls. From there, you can discover trends such as frequency and changes in frequency of words and phrases. Use the search function if you're looking for something specific.
-|PainPoints=* No visibility of call content,listening to entire calls is tedious, sampling results in unreliable information and important content being missed
+|PainPoints=*No visibility of call content,listening to entire calls is tedious, sampling results in unreliable information and important content being missed
-* Changes in activity are surprising and negatively impact the business, constantly in crisis mode
+*Changes in activity are surprising and negatively impact the business, constantly in crisis mode
-* Assessment of customer experience is anecdotal and unreliable, difficult to quantify
+*Assessment of customer experience is anecdotal and unreliable, difficult to quantify
-|DesiredState=* Call content is automatically converted to a searchable form
+|DesiredState=*Call content is automatically converted to a searchable form
-* Less time spent listening to calls, quickly and easily find relevant calls and context based on key words and phrases
+*Less time spent listening to calls, quickly and easily find relevant calls and context based on key words and phrases
-* Early warning of emerging trends or changing business circumstances based on changes in frequency of words and phrases
+*Early warning of emerging trends or changing business circumstances based on changes in frequency of words and phrases
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0f918dc2-f104-40f6-9ef9-1b1fbbf8748c/0
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Service
@@ Line 41: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Customer Churn
+|CanonicalBenefitID=Increased Sales Conversions
-|CanonicalBenefit=Discover trends that affect churn before they spiral out of control.
+|CanonicalBenefit=The recording of campaign calls allows Genesys to monitor tends in these calls that are generally leading to sales outcomes so that effective language and techniques can be identified for future calls in order to consistently improve sales. This can also be used to improve training.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Penalties and Fines
+|CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Ensure agent compliance to mandatory statements.
+|CanonicalBenefit=Reveals the frequency of specific words and phrases, and the context in which they are used, reducing handle time.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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