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With the rise of multi-channel communication between companies and customers, contact centers must handle a huge problem inherent to the data received and stored, the difficulty of integrating and managing it's greater as it begins to accumulate, and it must be processed to be actionable thus provide an excellent experience.In addition, taking advantage of the insights provided by this flood of data becomes a challenge due to time constraints, which makes findings communication difficult, thus understanding customers' and employees' trends and needs.
Today we present a new enhancement that seeks to elevate the work done by supervisors, analysts and managers with the release of Topic trends Views for Genesys Cloud CX.This feature provides insight into call drivers, customer sentiment, and agent skills and performance, based on topics and events detected during a customer interaction.
Contact center managers and supervisors can now use the new topic trends summary and detail views to view the frequency and trends for topics occurring within calls, chat, messaging, and emails within the contact center.
Managers can use the aggregated metrics to better understand customer and agent behavior during the interaction. For more information, see Topic Trends Summary.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.