WE01/Canonical

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Quality Assurance and Compliance	Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations and post-interaction survey.	Employee Engagement	Workforce Engagement	No draft	GenesysCloud	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Contact centers today are required by law to record & reliably retain customer interactions across channels to reduce risk and meet regulatory compliance. They also need to record agent desktop activity during customer interactions to meet quality performance requirements and gain insights to agent performance and compliance.

Contact centers need an easy to use interface for evaluating the quality of interactions and identify opportunities for improvement. Because it's not efficient to evaluate every interaction they need an automated method that allows them to focus on interactions that meet specific criteria, provides an efficient workflow and generates results.

Contact centers need an integrated survey solution, to gain insight into customer satisfaction/experience across channels, while also providing visibility to valuable contact center metrics.

Platform Solution: Genesys Cloud records and retains 100% of voice and digital customer interactions, to meet regulatory requirements and strategic quality improvement initiatives. In addition, recording the agent desktop activity provides further insight to help assess efficiency and effectiveness of agents in addressing customer needs. Simultaneous playback of recorded interactions along with agent desktop activity provides the needed visibility to identify and improvement opportunities.

Genesys Quality Evaluation includes flexible evaluation forms for use with any recorded interaction. The evaluation workflow provides both automated and ad-hoc assignment, easy access to results and scheduling for ad-hoc coaching. Quality Evaluation results enable contact centers to analyze performance for continuous agent improvement and improved customer experience.

Genesys post-interaction Survey is built in to the platform and offers a post-interaction satisfaction survey for all communication channels.

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	Post-interaction Surveys along with recording of voice and digital interactions to identify areas of improvement at the contact center level as well as agent level to deliver a better customer experience.
Improved Employee Productivity	Leverage the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
Improved First Contact Resolution	Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.

High Level Flow

High Level Flow Steps

1. Customer conversation on one of the available interaction channels gets recorded and retained.
2. Recorded Voice Interactions are transcribed to text using Speech and Text analytics
3. Recorded interactions are auto assigned to evaluators for assessment of agent performance (or for calibration)
4. Option - Evaluator is able to search for/locate interaction recordings for ad-hoc evaluation assignment.
5. Agent receives completed evaluation to review recordings and evaluation..Acknowledge and add comment.
6. Customer is sent a Post Interaction survey based on Policy criteria and actions. Results are linked to the recorded interaction.
7. Performance results are generated by Quality evaluation and Survey; Coaching , Learning Module assignment are initiated based on results.

Data Sheet Image

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Compliance
• Head of Customer Experience

Qualifying Questions

1. Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?
2. Are there any reliability issues with the current recording system?
3. How does your organization manage the quality of the interactions that your contact center handles with customers and prospects ?
4. How do you aggregate and report upon evaluation results (scores)?
5. How do you assess why some agents take longer to handle customer interactions than others?
6. Are there any concerns about agents accessing unauthorized information while handling interactions?
7. What communication channels do you offer your customers?

Pain Points (Business Context)

• Inability to record calls and screens reliably
• Lack of useful metadata about recorded interactions
• No end-to-end recording, particularly when calls are transferred across multiple locations
• High Total Cost of Ownership (TCO) for recording
• Desire to move away from incumbent recording vendor
• Current recording solution doesn’t support SIP transformation strategy
• Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels

Desired State - How to Fix It

• Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
• Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
• Include extensive metadata with each recorded conversation
• Record and stitch calls from cradle-to-grave, even across multi-site transfers
• Record all of your available customer digital channels along with agent desktop screen activity
• Identify improvement opportunities for agents by sharing the customer's perception of their experience
• Identify contact center procedural/process improvement opportunities