EE23/Canonical

Important

This information is shared by EE23 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Advanced Text and Speech Analytics	Achieve deeper operational insights with speech and text Analytics	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

  Edit  

Platform Challenge and Solution

Platform Challenge: There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals?

Platform Solution: Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending.

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	Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve net promoter score.
Improved Employee Utilization	Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio.
Increased Revenue	Accurately assign outcomes to interactions rather than relying on manual input.

High Level Flow

High Level Flow Steps

1. A customer initiates an interaction with the company
2. KPI workshop
3. Professional success discovery workshop
4. GIA measurements and reports are built
5. Improvement analysis solution implementation
6. Performance improvement is tracked

Data Sheet Image

Canonical Sales Content

  Edit  

Personas

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

Qualifying Questions

1. Are you recording a portion or all of your voice calls and digital interactions?
2. If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?