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APPLY TODAY !!! Real-Time Digital Monitoring Beta

  • 1.  APPLY TODAY !!! Real-Time Digital Monitoring Beta

    GENESYS
    Posted 07-07-2023 10:21

    We are excited to announce Real-Time Digital Monitoring !!!

    Imagine being able to see what your agents see, not after the fact, but in real-time !! That's exactly what our new feature enables.  You will be able to observe digital interactions* live, right as they happen. A few more details about this feature...

    • Monitor multiple interactions
    • Access insights of the customer profile & journey for additional context during a monitoring session
    • Multiple ways to start & stop a monitoring session

    We are eagerly working towards our target for a Real-Time Digital Monitoring beta in July 2023 - APPLY TODAY.  Following this we will review your invaluable feedback and make necessary improvements, with a GA release targeting between late Q3 & early Q4. >>Sneak Peek 1 / Sneak Peek 2 <<

    *However it's important to note that this feature excludes email interactions, focusing instead on the most dynamic digital mediums where real-time engagements brings the most value. Please stay tuned It's on our roadmap for next year !!!


    #BetaAnnouncement
    #BetaUpdate
    #NowRecruiting

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    Nicholas Robinson
    Senior Product Manager
    Genesys - Employees
    ------------------------------


  • 2.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

    Posted 07-10-2023 15:47

    Nicholas, I got excited and signed up for the beta and then found the post here with the sneak peaks.  We have been anxiously awaiting the ability to remotely monitor interactions real-time.  This is needed for training/precepting our agents since we are no longer all in the same building.  Will this "Real-Time Digital Monitoring" enhancement allow us to listen to and view the agent's screen(s) while they are on a voice interaction?  From the sneak peak, it's hard to tell. 

    Thanks! 



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    Marcus Hanna
    Conduit Health Partners
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  • 3.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

    GENESYS
    Posted 07-10-2023 17:29

    Hi Marcus, This capability will permit user to view only the transcript of an agent during a web message (or sms, and third party messaging) with customer.  Screen Capture for voice I know is on the roadmap. 



    ------------------------------
    Nicholas Robinson
    Senior Product Manager
    Genesys - Employees
    ------------------------------



  • 4.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

    Posted 07-17-2023 12:28

    Hi Nicholas,

     We applied for the Beta but haven't gotten any communication about it, can you give us an update?

    Cheers,

     Jonathan



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    Jonathan Jones
    Questrade Inc
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  • 5.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

    GENESYS
    Posted 07-17-2023 13:26

    Hi Johnathan,

     

    We are evaluating applicants and should be opening the Beta soon (by the end of July).  Please stay tuned ..

     

    Nicholas Robinson

    Senior Product Manager, DX Platform 

    W +1(317)-493-4852

    nicholas.robinson@genesys.com

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  • 6.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta

    Posted 08-11-2023 18:38

    Hello Johnathan,

    Any update on when the Beta will begin? I still haven't heard anything after registering.



    ------------------------------
    Neil Bernhart
    California Regional Multiple Listing Service, Inc.
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  • 7.  RE: APPLY TODAY !!! Real-Time Digital Monitoring Beta