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Diving in: Speech and text Analytics
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Diving in: Speech and text Analytics
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GENESYS
Natalia Abad
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Posted 02-03-2021 13:58
Edited by Natalia Abad 06-09-2021 13:13
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We've
mentioned our Genesys Cloud WEM disciplines before
, and we have done a zoom into them to understand the capabilities that each of them comprises and how they work together. Last year in August we talk about
Quality assurance and compliance discipline
and what it had to offer, todaywe're going to dive into
Speech and text analytics
capabilities as during this month we will be releasing our Topic manager and Topic spotting feature.
In Context
Quality assurance and compliance discipline
It makes part of our comprehensive Genesys WEM cloud solution, and it aims to ensure all contact center interactions are handled with the highest quality, speed, and efficiency, gaining insights into events, surfacing opportunities for improvement, recognition, or concern, and better protect customers and businesses by meeting the requirements from compliance regulators across the globe.
Speech and text analytics capability
Is a set of features that provide automated analysis of interaction content, in 100% of the interactions handle, helping extract from specific phrases the occurrence of key events to provide deep insight into customer-agent conversations, customer experience, agent performance, sales, and compliance.
Features include:
Full call transcription of voice interactions
Transcript and content search
Sentiment analysis: market and search
Topic manager and tagging spotting
Acoustic analysis: Over Talk, Silence, etc.
Markers and Search
Analytics views
Dashboards
Available for
GC3
Let set the stage:
How this features work together
To understand how Topic manager and topic spotting work we need to have a look into the other feature and how they work together.
Voice transcription:
It's the process from where an audio interaction turns into text - a text representation of words spoken and provides a view into the interaction between the customer and internal participants (that is, IVR, ACD, agent, conference, or voicemail).
Interaction overview
Is the visual representation of the interaction between the participants and provides an overview of the events that occurred throughout the interaction.
Within the interactions overview interface, you have access to the interaction itself where you can playback and review it, the details of the interaction and the participants, the timeline, access to the quality summary for survey and evaluation, the transcription, and the audit trail.
Here is where thing becomes interesting, in this UI you have the interaction to playback, review and its transcription;. In the transcript you’re also, able to see the tone of the conversation as the sentiment markers are displayed in the transcription.
Sentiment Analysis
This is the interpretation and classification of phrases within an interaction based on the attitude expressed by the customer (positive, negative, and neutral). By capturing the sentiment of the customer's phrases, users can gain valuable insight into the customer's experience, product, service reputation, and agent's competency, to improve service delivery.
Features include:
Sentiment markers
Overall customer sentiment
Sentiment trend
Events panel
Topic manager and topic spotting:
Topics are a collection of phrases, a grammatical unit containing an idea or statement; together topics create programs that indicate a business level intent detected, based on the Queue or Flow.
Features include:
Phrases
Topics
Programs
This takes us to Topic Manager and Topic Spotting, so review our next
zoom into
to learn about it.
A little learning goes a long way
Of course, this is just a short preview on Quality Assurance and Compliance. Remember, you can specialize and refine your skills through
Genesys Beyond
courses. And you can always learn more about quality management in our Genesys
Resource Center.
Help my PureCloud
Quality Assurance & Compliance Resources
Resource center |
About Quality Management
Community |
Get started with Speech & Text Analytics
Resource center |
About Call Recording
Community |
Genesys Cloud Voice Transcription Walk through
Resource center |
About Screen Recording
Beyond |
Genesys Cloud Quality Management
Resource center |
About Speech & Text Analytics
Beyond |
Genesys Cloud Recording and quality management basics
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