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Revision as of 15:26, June 9, 2020
The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization.
Contents
What Recording, Quality Management and Speech Analytics does[edit source]
The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within PureEngage Cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.
Recording
Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the PureEngage Cloud Contact Center. For more information refer to: Recording Administrator's Guide.
Quality Management (QM)
Quality Management (QM) enables you to monitor quality and evaluate agent performance on a periodic and consistent basis while minimizing effort through automated interaction selection to improve customer experience and engage with your staff.
Speech Analytics
Speech Analytics, also referred to as Genesys Interaction Analytics (GIA), provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations.
How Recording, Quality Management and Speech Analytics works[edit source]
To review, analyze and uncover the cause and effect relationships that influence business issues and contact center performance, SpeechMiner UI users can perform search and playback for voice and screen recordings, perform traditional quality management tasks such as evaluation of interactions through form based scoring, or advanced speech analytics capabilities such as topic analysis or trending and exploration analysis of transcripts. For more information refer to: Recording, Quality Management and Speech Analytics (SpeechMiner UI).
Accessing Genesys Recording, QM and Speech Analytics
Players: Agents, Supervisors, Administrators
Actions: Use Genesys Recording, Quality Management and Speech Analytics to convert unstructured conversations into structured output, turning it into metadata and transcripts that can be analyzed.