Genesys Multicloud

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  • 1.  Call Transcriptions

    Posted 02-26-2020 07:52
    Has anyone developed a process to capture the transcriptions of a call?    We do have the audio for all calls through SpeechMiner; we now have a separate need to use the transcripts of these calls for a separate project (outside of Genesys).  Genesys' GIA (Interactive Analytics) transcribes the call and uses it for their analytics but these transcripts are not readily available/accessible for us to use on our own.  Note, we are currently working with Genesys to design/develop an export function.  

    I'm just wondering if anyone has done anything on their own or with Genesys to capture the raw text transcripts.  Look to see how creative others have been and willing to share their experiences.

    Thanks.
    #Integrations
    #QualityManagement

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    Davide Giglio
    FCA US LLC
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