Conversation Analytics Solution at Genesys CX18

Customers are Talking, Are you Listening
Your Customers Are Talking, But Are You Listening?
October 20, 2018
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Conversation Analytics Solution at Genesys CX18

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance.

Call Journey, a global speech analytics partner of Genesys demonstrated its voice processing solution Emotive Voice Streams (EVS) at CX18, the industry’s premier customer experience event. The event took place May 1-4 in Nashville, Tennessee, CX18 and was presented by Genesys[Symbol], the global leader in omnichannel customer experience and contact center solutions. CX18 brings together the leading minds and technologies responsible for advancing the customer experience industry today.  

As an AppFoundry partner, Call Journey showcased its integrated Conversation Analytics solution and participated in the “Demo Battle”. Call Journey presented how its solution combines with the Genesys Customer Experience Platform to help business fully utilize unstructured customer data to drive improved business performance, transform customer experience and enhance risk management by efficiently analyzing call recordings stored within the Genesys platform.  

“We were very excited to attend CX10 as an AppFoundry Partner. The event was a great opportunity to learn how customers of Genesys harness insights from voice data. It was a fantastic opportunity to showcase how our integration extends the ability of Genesys customers to make data-driven decisions based on actual conversations happening in the business,” said Paul Humphrey, CEO of Call Journey.  

Call Journey‘s EVS solution is available as a bundle offering for PureCloud and is now available on the Genesys AppFoundry, a dedicated customer experience marketplace. The AppFoundry connects businesses to the industry’s highest caliber of cloud and on-premises customer experience solutions in one comprehensive marketplace. To learn more about the specific features and benefits of Call Journey’s integration, visit the AppFoundry listing here. 

The solution can also integrate with PureEngage and will shortly roll out to  PureConnect. The integration gives Genesys customers access to Call Journey’s powerful speech analytics engine – EVS.  Call Journey’s solution is available to customers within the Genesys environment offering a secure and efficient way of streamlining data discovery. The solution is one of the most flexible on the market, available via the cloud or on-premises.  Data produced by Call Journey can be inserted into a customer’s chosen analytical tool(s) or visualized in Call Journey’s native dashboard – WordBench. 

EVS surfaces actionable data points, sentiment, and emotion. By adding insights contained within phone calls to the existing customer intelligence data set, organizations are able to have a much more effective and complete view of the events in their environment giving them key insights into how to improve performance. 

CX18 is the annual conference that gathers together the strongest ecosystem of solutions, customers, partners and technology pushing the boundaries and future of CX to provide the human touch in a digital world.  Attendees will explore topics such as digital transformation, cloud customer experiences, customer journey management, hyper-personalization, predictive analytics, virtual reality and more.  Join the conversation on social media at #CX18 


About Call Journey 

Call Journey helps businesses listen better.  

Call Journey transforms customer experience using voice data from actual conversations happening in the business, allowing you to discover information that directly affects sales performance, employee engagement, and regulatory compliance. Call Journey technology is one of the most flexible solutions on the market; businesses can plug into the technology via the cloud or use the engine on premise. Australian grown, Call Journey has operations across North America, Asia Pacific and will be expanding into Europe later in 2018. 


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