Strategic Partners | Genesys

Your Customers are talking, are you listening?

Customer Experience is the most significant business differentiator today. It has the power to make or break your business. Conversations are abundant sources of valuable data, and successful companies are harnessing the power of speech analytics and Artificial Intelligence to drive best-in-class CX initiatives.

On average, a contact center agent receives or makes anywhere between 80– 100 calls per day. Each of those interactions poses an opportunity or a risk. The ability to monitor and analyze conversations gives businesses the power to control customer-agent interactions, drive customer satisfaction, improve agent engagement and enhance compliance.

The manual Quality Assurance process is time-consuming, expensive, and can be ineffective. Machine Learning simplifies the process of analyzing voice and makes deep listening truly possible. With Conversation Analytics, information about the contents of a call is just a click away.

With speech analytics for contact centers, information about the contents of a call is just a click away.

Why Does it Matter?

Between “Hello, how can I help you?” and “Thank you! Goodbye”, there are thousands of words and utterances and voice pitch change that contain information about customer emotions, agent performance, company processes, and products.

Now, companies are revising the value of their voice-based information sources. Businesses are currently starting to realize the potential hidden in contact center interactions and are increasingly turning to analyze voice interactions.

With the advancement of A.I, every word and related emotion of each call be transcribed, measured, and interpreted, delivering crucial information about patterns in business performance, customer satisfaction, agent- engagement, and many more.

What are the Benefits?

Information collected by the conversation analytics engine is grouped and assessed to provide information about a wide range of areas, allowing users to:

  • Improve Sales Performance

  • Find the Drivers Behind the Net Promoter Score

  • Map Customer Journeys

  • Automate Compliance and Adherence

  • Reduce Customer Churn

  • Decrease Workforce Attrition

  • Automate Quality Assurance

Voice Analytics and Customer Experience

Genesys and Call Journey CI have partnered up to provide a secure and efficient solution to gather insights from voice-based resources. Genesys will be able to add value to their existing customers by allowing them to analyze their recordings without leaving the Genesys ecosystem & assuring data sovereignty requirements.

Call Journey’s AI-based Conversation Analytics engine, VoiceAI™, feeds information straight into the platform chosen by the user, offering a secure way of streamlining data discovery.

Conversation Analytics benefits spread beyond the Contact Center, providing insights as to what is occurring across conversations in businesses faster.

The true beauty of Conversation Analytics is that nothing gets past it. It catches every disgruntled customer, every conversation with growing negative emotion and dissects them to discover common root causes. Most often the culprits lowering the NPS and endangering compliance are broken processes requiring heavy customer effort, misguided offers, and unresolved issues.

All these can be brought to light with a bit of smart technology.

Must Watch

Hear directly from our partners at Genesys on important discussions around business improvement and the opportunities Conversation Analytics presents for organizations