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  • 1.  Using Voice Analytics to Pop Scripting

    Posted 12-12-2023 13:26
    No replies, thread closed.

    Hello, 

    We are exploring a way to remind associates to log complaints as they are received on live voice calls. Is there a way to use voice analytics topics to screen pop scripts to voice agents. 

    For example if the key word is "supervisor", when the caller says I want to "speak to a supervisor" a text box pops with the proper verbiage. 


    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Telephony

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    Craig Grieco
    Defi Solutions, Inc.
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  • 2.  RE: Using Voice Analytics to Pop Scripting

    Posted 12-13-2023 10:36
    No replies, thread closed.

    Hi Craig,

    We had a solution we generally referred to as Real-Time Speech (RTS).  We are in the process of migrating from on-premises infrastructure using Verint for call recording and Genesys for routing to Genesys Cloud for all.  Verint offered a solution built-in to their suite.  As part of our requirements for the move, we partnered with Genesys Cloud Services to build a custom solution that offered this capability.

    I'm sure if you reach out to your Account Rep, they would be happy to re-sell the same solution to you.  :)

    But at a high level, it works like you described - the ability to 'live listen' to pre-defined words/terms/phrases and then pop an alert to the desktop via an external software client to then give some on-demand instructions for the agent to follow.



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    Tim Lindy
    Elevance Health
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  • 3.  RE: Using Voice Analytics to Pop Scripting

    Posted 12-13-2023 15:38
    Edited by Anton Vroon 12-13-2023 15:38
    No replies, thread closed.

    Hi Craig,

    Take a look at Genesys Native Agent Assist. This uses Genesys speech and text analytics and knowledge articles you configure, this can automatically surface up those articles to agents as the customer speaks for voice or enters text for messaging the phrases or similar phrases configured.

    https://community.genesys.com/viewdocument/genesys-agent-assist-on-the-cx-plat?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments

    https://help.mypurecloud.com/articles/about-genesys-agent-assist/



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    Anton Vroon
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  • 4.  RE: Using Voice Analytics to Pop Scripting

    Posted 12-13-2023 15:40
    Edited by Vaun McCarthy 12-13-2023 15:41
    No replies, thread closed.

    EDIT:  gmta @Anton Vroon, posted at the same time :)

    While not probably the type of alert mechanism you're after, you could also look at using agent assist and have the agent assist widget show an "article" that gives that verbiage.



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    Vaun McCarthy
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  • 5.  RE: Using Voice Analytics to Pop Scripting

    Posted 12-14-2023 02:07
    No replies, thread closed.

    Hi Craig

    Thanks for your post

    We're starting to look into real-time use cases at the moment

    Please visit this idea to add your use cases and vote: https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-132

    There are already discussions in there around alerting, but it would be good to detail triggering scripts too

    Thanks



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