EE23/Canonical - Revision history

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

2021-04-01T11:19:24Z

USC: Updated HLF embed code

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

2021-02-15T16:45:07Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com: USC: Updated Occupancy benefit to Utilization

2021-01-29T11:44:28Z

USC: Updated Occupancy benefit to Utilization

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

2021-01-04T16:49:17Z

USC: Updated benefits to align with calculators

Shlandy93 at 14:15, April 1, 2020

2020-04-01T14:15:28Z

Bgrenon: 1 revision imported

2020-03-26T15:34:38Z

1 revision imported

smart_wiki>Shlandy93 at 14:19, March 24, 2020

2020-03-24T14:19:42Z

Shlandy93 at 16:57, January 15, 2020

2020-01-15T16:57:47Z

Bgrenon: 1 revision imported

2018-08-22T18:18:19Z

1 revision imported

Shlandy93 at 18:16, July 19, 2018

2018-07-19T18:16:15Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Advanced Text and Speech Analytics
|Subtitle=Achieve deeper operational insights with speech and text Analytics
}}
{{SMART Canonical
|PlatformChallenge=There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals?
|PlatformSolution=Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5a0cc4f3-1898-4e32-8488-9e471a6596a3/0
|BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Experience
|QualifyingQuestions=# Are you recording a portion or all of your voice calls and digital interactions?
# If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?
}}
{{SMART DataSheetFlow
|Flow=A customer initiates an interaction with the company
}}
{{SMART DataSheetFlow
|Flow=KPI workshop
}}
{{SMART DataSheetFlow
|Flow=Professional success discovery workshop
}}
{{SMART DataSheetFlow
|Flow=GIA measurements and reports are built
}}
{{SMART DataSheetFlow
|Flow=Improvement analysis solution implementation
}}
{{SMART DataSheetFlow
|Flow=Performance improvement is tracked
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Identify agent behaviors that directly affect customer satisfaction and Net Promoter Score.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Accurately assign outcomes to interactions rather than relying on manual input.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Identify skill gaps and target agent training to get it right the first time.
}}

@@ Line 16: / Line 16: @@
 *Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
 *Faster to react to changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5a0cc4f3-1898-4e32-8488-9e471a6596a3/0
+|HighLevelFlowLucid=5a0cc4f3-1898-4e32-8488-9e471a6596a3
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# Are you recording a portion or all of your voice calls and digital interactions?

@@ Line 41: / Line 41: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve net promoter score.
 }}

@@ Line 49: / Line 49: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio.
 }}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals?
 |PlatformSolution=Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending.
-|PainPoints=* Issues with first contact resolution, call volume, repeat calls or handle time reduction, customer satisfaction of Net Promoter Score
+|PainPoints=*Issues with first contact resolution, call volume, repeat calls or handle time reduction, customer satisfaction of Net Promoter Score
-* Wide variation in agent performance at an individual level or across team, regions, in-house and outsourced resources
+*Wide variation in agent performance at an individual level or across team, regions, in-house and outsourced resources
-* Contention/ disagreement/ conflicting opinions on what is or is not effective in addressing current issues
+*Contention/ disagreement/ conflicting opinions on what is or is not effective in addressing current issues
-* Long cycle times for analysis and implementation of improvements and difficulties in measuring the impact of any changes made
+*Long cycle times for analysis and implementation of improvements and difficulties in measuring the impact of any changes made
-|DesiredState=* Understand the underlying causes of issues whether within the contact center or due to issues in the broader organization including products, processes, competition
+|DesiredState=*Understand the underlying causes of issues whether within the contact center or due to issues in the broader organization including products, processes, competition
-* Identify the agent behaviors that truly differentiate in terms of call outcomes, customer satisfaction and Net Promoter Score
+*Identify the agent behaviors that truly differentiate in terms of call outcomes, customer satisfaction and Net Promoter Score
-* Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
+*Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
-* Faster to react to changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.
+*Faster to react to changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5a0cc4f3-1898-4e32-8488-9e471a6596a3/0
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Experience
@@ Line 41: / Line 41: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Identify agent behaviors that directly affect customer satisfaction and Net Promoter Score.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# Are you recording a portion or all of your voice calls and digital interactions?
 # If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?
 |DataSheetImage=EE23 - genesys advanced text and speech analytics - header (2).png
 }}
 {{SMART DataSheetFlow

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