Difference between revisions of "UseCases/Current/PureConnect/EE25"
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|Title=Genesys Text and Speech Analytics for Compliance | |Title=Genesys Text and Speech Analytics for Compliance | ||
|Offering=PureConnect | |Offering=PureConnect | ||
| − | |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the [https:// | + | |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the [https://repository.docs.genesys.com/Draft:UseCases/Current/PureEngage/EE25 Genesys Text and Speech Analytics for Compliance (EE25) for PureEngage] product and use case as a Workforce Engagement Management option. |
| + | |PainPoints=*Loss or risk of loss due to non-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 | ||
| + | |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 | ||
| + | *Ability to incorporate compliance related reporting into agent training and ongoing improvement programs | ||
|DocVersion=V 1.0.0 | |DocVersion=V 1.0.0 | ||
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Revision as of 18:14, March 10, 2020
What's the challenge?
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?
What's the solution?
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.
Contents
Use Case Overview
Story and Business Context
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
Summary
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
User Interface & Reporting
Reporting
Customer-facing Considerations
Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.
| All of the following required: | At least one of the following required: | Optional | Exceptions |
|---|---|---|---|
| None | None | None | None |
Document Version
- Version V 1.0.0 last updated March 10, 2020