EE25/Canonical - Revision history

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

2021-04-01T11:22:28Z

USC: Updated HLF embed code

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

2021-02-15T16:47:08Z

USC: Updated benefits to align with calculators

Shlandy93 at 14:21, April 1, 2020

2020-04-01T14:21:56Z

Bgrenon: 1 revision imported

2020-03-26T15:34:37Z

1 revision imported

smart_wiki>Shlandy93 at 14:21, March 24, 2020

2020-03-24T14:21:05Z

Shlandy93 at 16:59, January 15, 2020

2020-01-15T16:59:09Z

Bgrenon: 1 revision imported

2018-08-22T18:18:16Z

1 revision imported

Shlandy93 at 18:55, July 19, 2018

2018-07-19T18:55:28Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Text and Speech Analytics for Compliance
|Subtitle=Enforce compliance and legal responsibilities with speech and text analytics
}}
{{SMART Canonical
|PlatformChallenge=Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job. There isn’t time to check every interaction so you use sampling, but what if you miss a critical problem?
|PlatformSolution=Automated speech and text monitoring for comprehensive monitoring. Genesys systems check agent and organization compliance with legal, regulatory and organization obligations. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/60b87aa0-2a24-4f42-9165-71d82cf5fea6/0
|BuyerPersonas=Chief Financial Officer, Head of Compliance, Head of Customer Service
|QualifyingQuestions=1 Can you keep up with your monitoring goals?

2 Do you think your teams are following through on coaching from quality monitoring?

3 Do you feel ‘at risk’ sometimes because you aren’t monitoring every call?
}}
{{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=Users access search and discovery
}}
{{SMART DataSheetFlow
|Flow=Playback of interactions and transcripts can be read
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Reduce risk of associated litigation, financial impact and damage to your reputation or brand.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Administration Costs
|CanonicalBenefit=Report by agent, by team, by organization. Ensure customer service quality compliance.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Access comprehensive monitoring and evaluation with feedback, for all interactions.
}}

@@ Line 14: / Line 14: @@
 *Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
 *Ability to incorporate compliance related reporting into agent training and ongoing improvement programs
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/60b87aa0-2a24-4f42-9165-71d82cf5fea6/0
+|HighLevelFlowLucid=60b87aa0-2a24-4f42-9165-71d82cf5fea6
 |BuyerPersonas=Chief Financial Officer, Head of Compliance, Head of Customer Service
 |QualifyingQuestions=1 Can you keep up with your monitoring goals?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job. There isn’t time to check every interaction so you use sampling, but what if you miss a critical problem?
 |PlatformSolution=Automated speech and text monitoring for comprehensive monitoring. Genesys systems check agent and organization compliance with legal, regulatory and organization obligations. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.
-|PainPoints=* Loss or risk of loss due to non-compliance
+|PainPoints=*Loss or risk of loss due to non-compliance
-* Inability to validate or demonstrate compliance
+*Inability to validate or demonstrate compliance
-* Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources
+*Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources
-|DesiredState=* Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
+|DesiredState=*Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
-* Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
+*Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
-* Ability to incorporate compliance related reporting into agent training and ongoing improvement programs
+*Ability to incorporate compliance related reporting into agent training and ongoing improvement programs
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/60b87aa0-2a24-4f42-9165-71d82cf5fea6/0
 |BuyerPersonas=Chief Financial Officer, Head of Compliance, Head of Customer Service
@@ Line 49: / Line 49: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Access comprehensive monitoring and evaluation with feedback, for all interactions.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Financial Officer, Head of Compliance, Head of Customer Service
 |QualifyingQuestions=1 Can you keep up with your monitoring goals?
@@ Line 15: / Line 24: @@
 Do you feel ‘at risk’ sometimes because you aren’t monitoring every call?
 |DataSheetImage=EE25 - genesys text and speech analytics for complience - header (2).jpg
 }}
 {{SMART DataSheetFlow

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