Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/EE22"

Latest revision as of 16:05, November 8, 2022

This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.

Important

This use case also supports PureConnect as the Speech Analytics product is supported to run on both platforms.

Gain basic insight into voice interactions using speech analytics

What's the 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.

What's the 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.

Other offerings:

Use Case Overview

Story and Business Context

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.

Interaction Analytics provides organizations with the ability to mine the content of recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance.

This base use case introduces the Interaction Analytics technology and use of the speech-to-text engine to transcribe the content of voice interactions, search for key words and phrases, and automatically detect changes in the frequency of the occurrence of words and phrases over time and across interactions.

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:

Use Case Benefits	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	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.
Improved First Contact Resolution	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.
Reduced Handle Time	Reveals the frequency of specific words and phrases, and the context in which they are used, reducing handle time.
Reduced Volume of Interactions	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.

^*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

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.

Use Case Definition

Business Flow

Business Flow Description

Interaction is recorded.
Audio is transcribed to text.
Words and phrases in transcribed texts are automatically clustered in terms of frequency and changes in frequency.
Users can access search functionality to search for content in interactions.
Users can access discovery functionality to identify emerging trends and word clusters.
Users can play back interactions and read contents of transcription.

Note that in GIR, recordings are automatically fed to Interaction Analytics, while 3rd-party recording solutions require call recordings to be fed using batch processes.

Business and Distribution Logic

Business Logic

See the user guide for search and discovery functionality.

User Interface & Reporting 

Agent UI

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.

More information can be found within the product administration guide.

Reporting

Real-time Reporting

N/A

Historical Reporting

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.

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

Workforce Engagement

None

General Assumptions

Assumptions for PureConnect customers running Genesys Speech Analytics

PureConnect Platform Assumptions:

Minor additional work is required to integrate 3rd-party recording and this is catered for in the use case. This has no practical impact on the performance of the system or the user experience.

Interactions must be unencrypted or, if encrypted, then provided in a form and with appropriate keys to enable decryption by Genesys.

The preferred format for recordings is WAV PCM (uncompressed). Preferred format for metadata associated with recordings is XML files with one XML file per recording.

When deployed with PureConnect, recordings are fed to Interaction Analytics via the "UConnector for PureConnect" which is a custom Professional Services asset.

The prerequisites for this use case on PureConnect are Genesys Voice Recording (EE07) and Genesys Voice and Screen Recording (EE08)

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, Cantonese, Dutch, Canadian French, Russian.

Check with product team for specific dialects and planned dates for new languages.

Document Version

Version v 1.2.4 last updated November 8, 2022

@@ Line 1: / Line 1: @@
 {{SMART UseCase
+|UCIntro=This use case also supports 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.
+Interaction Analytics provides organizations with the ability to mine the content of recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance.
+This base use case introduces the Interaction Analytics technology and use of the speech-to-text engine to transcribe the content of voice interactions, search for key words and phrases, and automatically detect changes in the frequency of the occurrence of words and phrases over time and across interactions.
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Agent Competency
+|UCBenefitID=Improved Conversion Rates
-|UCBenefit=Mine and analyse speech recordings for specific words and phrases as a basic for improving agent competency in sales, compliance, customer service and customer experience.
+|UCBenefit=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.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Reduced Handle Time
-|UCBenefit=Supervisors can quickly scan contents of voice interactions for items of interest without having to listen to entire recordings.
+|UCBenefit=Reveals the frequency of specific words and phrases, and the context in which they are used, reducing handle time.
 }}{{SMART Benefits
-|UCBenefitID=Improved Insights and Visibility
+|UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Better understand the use and frequency of occurrence of words and phrases, and the context in which they are used.
+|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 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
+|UCBenefitID=Reduced Volume of Interactions
+|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.
 }}
-|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.
-Interaction Analytics provides organizations with the ability to mine the content of recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance.
-This base use case introduces the Interaction Analytics technology and use of the speech-to-text engine to transcribe the content of voice interactions, search for key words and phrases, and automatically detect changes in the frequency of the occurrence of words and phrases over time and across 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.
 |PainPoints=* 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
@@ Line 25: / Line 30: @@
 * 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:
-* Expected to be available in Q2/2018
+*The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
-* Available for PureEngage Premise 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 43: / Line 51: @@
 }}
 |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.
-More information can be found within the product administration guide.
 |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 51: / 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=Minor additional work is required to integrate 3rd-party recording and this is catered for in the use case. This has no practical impact on the performance of the system or the user experience.
+|GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech Analytics'''
+PureConnect Platform Assumptions:
+Minor additional work is required to integrate 3rd-party recording and this is catered for in the use case. This has no practical impact on the performance of the system or the user experience.
 Interactions must be unencrypted or, if encrypted, then provided in a form and with appropriate keys to enable decryption by Genesys.
 The preferred format for recordings is WAV PCM (uncompressed). Preferred format for metadata associated with recordings is XML files with one XML file per recording.
-==Languages==
+When deployed with PureConnect, recordings are fed to Interaction Analytics via the "UConnector for PureConnect" which is a custom Professional Services asset.
+The prerequisites for this use case on PureConnect are Genesys Voice Recording (EE07) and Genesys Voice and Screen Recording (EE08)
+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>.
@@ Line 62: / Line 79: @@
 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.
+|DocVersion=v 1.2.4
-Note that the only language available in the Cloud is English.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
-|Hybrid_Assumption=v 1.1.3
-}}
 }}

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