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Improved native voice transcription accuracy for Spanish dialects
Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
Sentiment and agent empathy analysis support is now available in early preview for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), Polish Poland (pl-PL), and Swedish Sweden (sv-SE) languages. Sentiment analysis detects negative and positive sentiments in transcripts, and agent empathy analysis detects empathetic and unhelpful phrases in transcripts.
Improved sentiment analysis for French and Spanish languages
Genesys Cloud improved sentiment analysis and added support for agent empathy analysis for French and Spanish dialects.
Speech analytics in Genesys Cloud EX
Post-call speech analytics features are now available for Genesys Cloud EX external voice interactions. This feature enables administrators and contact center managers to gain insight into customer and agent conversations through sentiment analysis and topic trends.
Agent empathy analysis
Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.
Improved native voice transcription accuracy for Korean dialect
Genesys Cloud improved native voice transcription accuracy for the Korean Korea (ko-KR) language.
Genesys WEM Knowledge Hub Round Tables | Performance & Gamification
May 01 | Webinar
Webinar: What Does an Excellent Customer Service Strategy Look Like?
May 02 | Webinar
Xperience 2024
May 13-15 | Conference
ICMI's Contact Center Expo: A Digital Experience 2024
May 15 | Webinar
Genesys Cloud WEM What’s Next: May sessionMay 16 | Webinar
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