Strategic Partners | Genesys

Conversation Intelligence and Customer Experience​​

Call Journey introduces the latest suite of solutions from Call Journey CI, now available through Genesys App Foundry, of which we are a founding member.

Our newest assets within the Conversation Intelligence platform represent the only contact center and executive intelligence platform that encompasses all of:

  • Customer Intelligence
  • Operations Intelligence
  • Employee Intelligence

Our advanced solution can be seamlessly integrated into any of your downstream business intelligence platforms or data lakes. This translates to unparalleled insights through Conversation Intelligence. 

Data Flow from Contact Center to Genesys to Call Journey CI

The great news is that this isn’t just a concept; it’s a reality. We already have major banks, lenders, credit unions, utilities, and retailers across North America and Australia utilizing the Call Journey CI platform. In fact, one customer discovered $15 million USD in business benefits after just 2.5 months – and we’re only scratching the surface!

  • Accelerate optimization and modernization through areas like CX Intelligence, Automation, operations efficiency, or AI adoption
  • Make better decisions with more sophisticated data and intelligence aligned with data-driven decision-making
  • Uncover real insights and trends to be shared across business units, both within and outside of the contact center
  • Understand, report, and act on data that informs you on business impact assessments
  • Spend less time analyzing and more time improving

Be sure to reach out to us through your Genesys professional, Genesys partner, or contact us directly to experience what’s now a REALITY. 

  • Explore automated and more efficient interactions Identify sources of customer journey friction
  • Understand the true reasons behind trending AHT
  • Discover the real motivations for customer calls – beyond high-level insights
  • Address the root causes of low FCR
  • Uncover the factors driving repeat calls
  • Identify agents at the highest risk of attrition
  • Understand the genuine lived experience of your customers
  • Utilize AQM, Deep Agent analysis, Comparisons / ranking / Coaching needs

All of this is easy to activate, PLUG AND PLAY, with no code required, and fully integrated into Genesys. Welcome to a new era of intelligence – CONVERSATION INTELLIGENCE!

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.

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.

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

Must Watch

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