EE25/Canonical

Important

This information is shared by EE25 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Text and Speech Analytics for Compliance	Enforce compliance and legal responsibilities with speech and text analytics	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job. There isn’t time to check every interaction so you use sampling, but what if you miss a critical problem?

Platform Solution: Automated speech and text monitoring for comprehensive monitoring. Genesys systems check agent and organization compliance with legal, regulatory and organization obligations. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.

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	Access comprehensive monitoring and evaluation with feedback, for all interactions.
Reduced Administration Costs	Report by agent, by team, by organization. Ensure customer service quality compliance.
Reduced Penalties and Fines	Reduce risk of associated litigation, financial impact and damage to your reputation or brand.

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. Users access search and discovery
5. Playback of interactions and transcripts can be read

Data Sheet Image

Canonical Sales Content

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Personas

• Chief Financial Officer
• Head of Compliance
• Head of Customer Service

Qualifying Questions

1 Can you keep up with your monitoring goals?

2 Do you think your teams are following through on coaching from quality monitoring?

3 Do you feel ‘at risk’ sometimes because you aren’t monitoring every call?

Pain Points (Business Context)

• Loss or risk of loss due to non-compliance
• Inability to validate or demonstrate compliance
• Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources

Desired State - How to Fix It

• Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
• Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
• Ability to incorporate compliance related reporting into agent training and ongoing improvement programs