EE22/Canonical

Important

This information is shared by EE22 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Speech Analytics	Gain basic insight into voice interactions using speech analytics	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Organizations that record all or a portion of their calls amass a significant amount of data in those recordings. The difficulty lies in sifting through thousands of hours of dialog to find what's most important - a task that's impossible without automation.

Platform Solution: It starts by automating the transcription of your calls. From there, you can discover trends such as frequency and changes in frequency of words and phrases. Use the search function if you're looking for something specific.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Conversion Rates	Conversion rates, close rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context.
Improved Customer Experience	Converts voice recordings to text to enable mining and analysis for specific words and phrases related to customer experience, agent performance, sales, and compliance.
Reduced Handle Time	Reveals the frequency of specific words and phrases, and the context in which they are used, reducing handle time.

High Level Flow

High Level Flow Steps

1. A customer calls in
2. The interaction is recorded
3. The audio from the call is transcribed into text
4. The users access search for content
5. The interactions can be played back and the transcripts can be read

Data Sheet Image

Canonical Sales Content

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Personas

• Business Analyst
• Head of Contact Center(s)
• Head of Customer Service

Qualifying Questions

1. Are you currently recording a portion or all of your calls?
2. If so, are you using some sort of tool to automate their transcription, and does it show trending?
3. Is it searchable?

Pain Points (Business Context)

• No visibility of call content,listening to entire calls is tedious, sampling results in unreliable information and important content being missed
• Changes in activity are surprising and negatively impact the business, constantly in crisis mode
• Assessment of customer experience is anecdotal and unreliable, difficult to quantify

Desired State - How to Fix It

• Call content is automatically converted to a searchable form
• 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