This is a notification to inform you that the workshop "Speech and Text Analytics (STA) and Quality Management (QM)" has been retired and replaced with a new Instructor-led training (ILT) course titled "Speech and Text Analytics: Configuration and Insights."
The Speech and Text Analytics: Configuration and Insights ILT course introduces the concepts and capabilities of Genesys Cloud Speech and Text Analytics. During this course, you will learn how to configure the feature and leverage its reporting and analytics tools. You will also discover how Speech and Text Analytics supports contact center quality management initiatives and helps organizations enhance both customer and agent experiences.
The course includes the following features and capabilities:
- Voice and Digital Transcripts
- Sentiment Analysis
- Agent Empathy Analysis
- Topic Spotting
- Speech and Text Analytics Reporting Views
- Interaction Categories
- Content Search
- Dictionary Management
- Topic Miner
- Topic Phrase Optimization
- Extended Voice Transcription Services (EVTS)
- Data Donation
- Evaluation Assistance
We believe this updated course provides a more comprehensive and practical learning experience, with a stronger focus on configuration, analytics, and actionable insights within Genesys Cloud.
Please let us know if you have any questions on this announcement.
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#Training
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Melissa Talamonti-Clark
Product Manager, Genesys Education
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