Genesys Cloud (formerly PureCloud)

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Sentiment Tracking

  • 1.  Sentiment Tracking

    GCAP Member
    Posted 11 days ago
    Does anyone know if G Cloud has any type of Sentiment Tracking yet?

    I know that with Voice Transcription there are some things in the works, but right now i'm curious about Email Interactions - is there is any features available to track negativity inside the transcript of an email interaction?

    Thanks!
    #AskMeAnything(AMA)
    #QualityManagement

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 2.  RE: Sentiment Tracking

    GENESYS
    Posted 9 days ago
    We are adding Customer Sentiment Analysis to voice transcription.  That feature will GA on September 23rd.

    In the future we will be adding Customer Sentiment Analysis to digital interactions (email, chat, etc.) as well.  The timing of that is not confirmed, but we are looking at end of ths year / early next 2021.

    Thanks,


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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 3.  RE: Sentiment Tracking

    GCAP Member
    Posted 8 days ago
    Thank you for this info Rakesh! When you say "That feature will GA on September 23rd" what do you mean by GA?

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 4.  RE: Sentiment Tracking

    GENESYS
    Posted 8 days ago
    GA means Generally Available.

    Thanks,

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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