Recording, Quality Management and Speech Analytics User Manual
SpeechMiner is the name of the user interface (UI) within PureEngage Cloud (PEC) that provides a single UI for all Recording, Quality Management and Speech Analytics functionality. Through the SpeechMiner UI users can perform search and playback for voice and screen recordings, perform traditional quality management tasks such as evaluation of interactions through form based scoring, or advanced speech analytics capabilities such as topic analysis or trending and exploration analysis of transcripts.
Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the PureEngage Cloud Contact Center. GIR is able to automatically stitch together call segments and capture all relevant call metadata to provide the information you need to fulfill important use cases within your business including Compliance, Dispute Resolution and Workforce Training. In addition, when enabled, GIR provides screen recording of the entire agent desktop for a subset or all voice interactions handled by your agents.
Quality Management (QM)
Quality Management (QM) enables you to monitor quality and evaluate agent performance on a periodic and consistent basis while minimizing effort through automated interaction selection to improve customer experience and engage with your staff. QM includes a robust and feature rich form designer along with a number of evaluation schedule types to meet the SLAs required by your business in providing core use cases around QM as well as input to Training through form based scoring of interactions.
Speech Analytics, also referred to as Genesys Interaction Analytics (GIA), provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations. GIA provides automated transcription and employs Topic tagging along with non-linguistic analysis of recordings to create meaning from otherwise unstructured data. Organizations can use this data to fulfill key use cases around Agent Performance Improvement (for example, decrease AHT, increase FCR, Sales Conversion, and so on.), Compliance and Customer Satisfaction (for example, NPS). Additionally, GIA employs advanced unsupervised machine learning algorithms to surface salient or unexpected terms to enable use cases around Uncovering Emerging Trends or Discovery of New Phrases and Intents. All analysis and discovery functionality is provided through the SpeechMiner UI.
Screen recording is available only for voice interactions. Screen recording of chat and email interactions is not available. The PureEngage Cloud Recording, QM and Speech Analytics solution does not include:
- Text Analytics
- Access to SMART for Topics/Category creation
- Export of Transcripts or Analytics data
- Distinct retention periods for Transcripts, Analytics and QM data; the retention period for all data is tied to the retention period of the underlying call recording.