Difference between revisions of "EE29/Canonical"
From Genesys Documentation
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{{SMART Canonical | {{SMART Canonical | ||
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|PlatformChallenge=Your contact center needs to meet quality and/or regulatory compliance requirements with voice and screen recording. If you don’t, you risk penalties and damaged reputation. | |PlatformChallenge=Your contact center needs to meet quality and/or regulatory compliance requirements with voice and screen recording. If you don’t, you risk penalties and damaged reputation. | ||
|PlatformSolution=Record 100 percent of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications and long-term storage. | |PlatformSolution=Record 100 percent of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications and long-term storage. | ||
| − | |PainPoints=* Requirement to meet compliance standards. | + | |PainPoints=*Requirement to meet compliance standards. |
|DesiredState=*Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities. | |DesiredState=*Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities. | ||
| − | |HighLevelFlowLucid= | + | |HighLevelFlowLucid=795c23f2-5ba3-4e3b-badb-c6fefec189fe |
|BuyerPersonas=Chief Information Officer, Head of Compliance, Head of Information Security | |BuyerPersonas=Chief Information Officer, Head of Compliance, Head of Information Security | ||
|QualifyingQuestions=# What are the regulatory requirements of your business? | |QualifyingQuestions=# What are the regulatory requirements of your business? | ||
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{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID=Improved | + | |CanonicalBenefitID=Improved Customer Experience |
|CanonicalBenefit=Enable consumer protection, trust and transparency. | |CanonicalBenefit=Enable consumer protection, trust and transparency. | ||
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{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID=Improved Employee | + | |CanonicalBenefitID=Improved Employee Utilization |
|CanonicalBenefit=Provide secure recording, storage and access to the entire call from a single solution. | |CanonicalBenefit=Provide secure recording, storage and access to the entire call from a single solution. | ||
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Latest revision as of 11:40, April 1, 2021
Contents
Important
This information is shared by EE29 use cases across all offerings.Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Compliance Recording |
Enable your contact center to meet quality and/ or regulatory compliance requirement |
Employee Engagement |
Workforce Engagement |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Your contact center needs to meet quality and/or regulatory compliance requirements with voice and screen recording. If you don’t, you risk penalties and damaged reputation.
Platform Solution: Record 100 percent of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications and long-term storage.
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 Customer Experience | Enable consumer protection, trust and transparency. |
| Improved Employee Utilization | Provide secure recording, storage and access to the entire call from a single solution. |
| Reduced Penalties and Fines | Reduce the risk of litigation, financial impact and damage to your reputation or brand. |
High Level Flow
High Level Flow Steps
- A customer calls in
- The IVR announces that the call will be recorded
- The recording begins
- The conversation ends
- The recording is stored for future reference
- Later on you can search for the recording
- You can listen to the recording
- The recording is then archived / purged
Data Sheet Image
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Canonical Sales Content
Personas
- Chief Information Officer
- Head of Compliance
- Head of Information Security
Qualifying Questions
- What are the regulatory requirements of your business?
- What are the regional compliance standards that need to be met?
- Do you need to record 100% of calls?
Pain Points (Business Context)
- Requirement to meet compliance standards.
Desired State - How to Fix It
- Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
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