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  • 1.  Real-time Speech Analytics and ability to alert supervisors of calls trending poorly

    Posted 08-08-2023 14:00
    No replies, thread closed.

    Hi all,

    We are relatively new to Genesys Cloud and our customers are very interested in the ability to spot keywords / Sentiment analysis in real-time. Their use case is the ability to alert managers/supervisor of an inbound ACD voice call that is trending in a bad direction. I have done some research and learned that Speech/Text Analytics in GC seems to occur after a call has ended. Is this correct? If so, are there plans to offer real-time sentiment analysis / topic spotting and ability to alert supervisors of calls that appear to be handled in a negative fashion/poorly while the call is active?

    Any insight here is appreciated. I have also searched the Aha Ideas portal, but simply cannot find much information.

    Thank you in advance


    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures

    ------------------------------
    Shane
    ------------------------------


  • 2.  RE: Real-time Speech Analytics and ability to alert supervisors of calls trending poorly

    Posted 08-09-2023 05:59
    No replies, thread closed.

    Hi Shane

    Thanks for your post

    You're right, at the moment Speech & Text Analytics is performed post interaction.

    We have had some discussions with customers about wanting to have an alerting capability.

    It would be really useful if you could add an idea to the Ideas Portal, so that we can discuss the Use Cases further and other customers will be able to vote on it.

    Thanks



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------



  • 3.  RE: Real-time Speech Analytics and ability to alert supervisors of calls trending poorly

    Posted 08-09-2023 09:24
    No replies, thread closed.

    Thanks Andy. I have added the following Idea for this along with several use cases. https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-132 

    We are coming from PureConnect and Interaction Analyzer does this and there is at least one directly competitive CCaaS product that offers this feature natively as well. Believe it would be a nice feature add to Genesys Cloud.

    Thanks again



    ------------------------------
    Shane
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    Original Message


  • 4.  RE: Real-time Speech Analytics and ability to alert supervisors of calls trending poorly

    Posted 08-09-2023 07:58
    No replies, thread closed.

    Shane

    There are several AppFoundry products that provide the described functionality including CallMiner's.  



    ------------------------------
    Andrew Buckley
    CallMiner, Inc.
    andrew.buckley@callminer.com
    781-547-5666
    ------------------------------



  • 5.  RE: Real-time Speech Analytics and ability to alert supervisors of calls trending poorly

    Posted 08-10-2023 10:44
    No replies, thread closed.

    Hi Shane,

    We featured your question on the latest episode of the Q&A Show. 

    Hope you find the Joes' advice helpful!

    Matt



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 6.  RE: Real-time Speech Analytics and ability to alert supervisors of calls trending poorly

    Posted 08-10-2023 17:22
    No replies, thread closed.

    One solution that was not mentioned is using a Trigger for a keyword and running a Workflow.  This eliminates the need for an external web service and application development.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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