UseCases/Current/GenesysEngage-onpremises/EE22 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T16:05:53Z

UCC: Removed references to Multicloud CX

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:17:31Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:12:39Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:07:29Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

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

2021-02-16T12:49:57Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 13:10, December 7, 2020

2020-12-07T13:10:37Z

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

2020-12-01T18:50:10Z

UCC: Updated benefits to align with calculators

Shlandy93 at 17:00, July 15, 2020

2020-07-15T17:00:10Z

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:54Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE22 to UseCases/Current/GenesysEngage-onpremises/EE22: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:26Z

WikiSysop moved page UseCases/Current/PureEngage/EE22 to UseCases/Current/GenesysEngage-onpremises/EE22: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Conversion Rates
@@ Line 16: / Line 22: @@
 |UCBenefit=Optimize self-service, predict when to engage with a customer or visitor to offer the right content or options, or offer a callback or proactively communicate with a customer aids in reduced volume of interactions.
 }}
 |UCSummary=Enables the organization and its analytics teams to mine the content of voice recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.
@@ Line 51: / Line 51: @@
 }}
 |BusinessLogic=See the user guide for search and discovery functionality.
 |AgentDeskRequirements=Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration.
@@ Line 59: / Line 56: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual.
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech Analytics'''
@@ Line 82: / Line 78: @@
 Check with product team for specific dialects and planned dates for new languages.
 |DocVersion=v 1.2.4
 }}

@@ Line 37: / Line 37: @@
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
-*Available for Gxxx Exxx on-premises customers for use with Genesys Interaction Recording and 3rd party recording solutions.
+*Available for Genesys Engage on-premises customers for use with Genesys Interaction Recording and 3rd party recording solutions.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/be1a50ad-14b3-4713-9c22-811a22beca47/0

@@ Line 16: / Line 16: @@
 |UCBenefit=Optimize self-service, predict when to engage with a customer or visitor to offer the right content or options, or offer a callback or proactively communicate with a customer aids in reduced volume of interactions.
 }}
-|UCIntro=This use case supports Genesys Engage and PureConnect as the Speech Analytics product is supported to run on both platforms.
+|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the Speech Analytics product is supported to run on both platforms.
 |UCOverview=Organizations want to improve business performance, using the valuable information that is contained in recordings of interactions between customers and agents. It is impossible to mine even a small amount of the information contained in these recordings through manual sampling or listening.

@@ Line 37: / Line 37: @@
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
-*Available for Genesys Engage on-premises customers for use with Genesys Interaction Recording and 3rd party recording solutions.
+*Available for Gxxx Exxx on-premises customers for use with Genesys Interaction Recording and 3rd party recording solutions.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/be1a50ad-14b3-4713-9c22-811a22beca47/0

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Conversion Rates
@@ Line 16: / Line 10: @@
 |UCBenefit=Ensures that all employees have the core skills to identify trends in calls that lead to positive sales outcomes and deal with each customer interaction.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Monitor conversations for changes in the use of words and phrases to identify changes in behaviour or emerging trends as an input to improving customer experience.
 }}{{SMART Benefits
@@ Line 22: / Line 16: @@
 |UCBenefit=Optimize self-service, predict when to engage with a customer or visitor to offer the right content or options, or offer a callback or proactively communicate with a customer aids in reduced volume of interactions.
 }}
 |UCSummary=Enables the organization and its analytics teams to mine the content of voice recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.
@@ Line 59: / Line 59: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual.
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech Analytics'''
@@ Line 81: / Line 82: @@
 Check with product team for specific dialects and planned dates for new languages.
 |DocVersion=v 1.2.4
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 30: / Line 27: @@
 * 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
 |MaturityLevel=Consistent
 |SellableItems=Speech Analytics, Text Analytics (Optional), Speech Analytics Additional Language (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 *The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 55: / Line 48: @@
 }}
 |BusinessLogic=See the user guide for search and discovery functionality.
 |CustomerInterfaceRequirements=Genesys Interaction Analytics is a browser-based user interface. Access control for specific roles (such as Quality Management, Analysts, Team Leaders, Administrators) is handled via User Security configuration.
@@ Line 65: / Line 56: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual.
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech Analytics'''
@@ Line 80: / Line 72: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
-==Languages==
 Languages currently available on Premise include: English, Spanish, German, French, Brazilian Portuguese, Italian, Korean, Japanese, Mandarin, Arabic, Turkish, <span>Cantonese, Dutch, Canadian French, Russian</span>.
 Check with product team for specific dialects and planned dates for new languages.
 |RequiresOr=EE07, EE08
 |CloudAssumptionsAdditional=Available in the Cloud for customers using Genesys Interaction Recording.
 Note that the only language available in the Cloud is English.
 }}

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