Difference between revisions of "UseCases/Current/PureConnect/EE22"
m (Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1") |
|||
| Line 3: | Line 3: | ||
|Title=Genesys Speech Analytics | |Title=Genesys Speech Analytics | ||
|Offering=PureConnect | |Offering=PureConnect | ||
| − | |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference [https:// | + | |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference [https://repository.docs.genesys.com/Draft:UseCases/Current/PureEngage/EE22 Genesys Speech Analytics (EE22) for PureEngage] product and use case as a Workforce Engagement Management option. |
| − | | | + | |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 | ||
| + | *Assessment of customer experience is anecdotal and unreliable, difficult to quantify | ||
| + | |DesiredState=*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 | ||
}} | }} | ||
Revision as of 17:53, March 10, 2020
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.
Contents
Use Case Overview
Story and Business Context
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: Info needed.
Summary
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
User Interface & Reporting
Reporting
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 | None | None | None |