Documentation:PSAAS:Administrator:CallRecording:Julie

Recording, QM and Speech Analytics

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

The Genesys Recording, QM and Speech Analytics solution leverages recorded customer interactions for review and analysis of critical business issues.

Designed to provide valuable voice interaction information in an intuitive and easy to use user interface, the solution allows you to uncovers valuable insights about workforce performance and the customer experience that may be hidden within the agent‐customer interactions your organization records. It provides insight into the cause and effect relationships that influence business issues and contact center performance.

In addition, with the optional Quality Management (QM) add-on product, specific agent training requirements, compliance breaches or customer satisfaction issues can be assessed on a regular basis to improve agent performance and customer service delivery.

With the Speech Analytics add-on, you can analyze 100% of recordings to uncover why customers are contacting your company, what are their topics of conversation, why multiple contacts are needed to resolve specific issues, what processes cause customer frustration and whether your agents are providing an appropriate level of service.

Important

SpeechMiner UI provides a single user interface (UI) across different products within the Genesys Workforce Optimization suite in Genesys Engage cloud, including Interaction Recording, Quality Management and Speech Analytics, each product is sold separately. Interaction Recording is a pre-requisite, however, Quality Management and Speech Analytics can be added based on the specific needs of your business.

Screen recording is available only for voice interactions. Screen recording of chat and email interactions is not available.

The Genesys 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 Analytics and QM data; the retention period for all data is tied to the retention period of the underlying call recording

For additional information about the Genesys recording solution refer to:

Recording, Quality Management and Speech Analytics (SpeechMiner UI): The Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization, and uncovers the cause and effect relationships that influence business issues and contact center performance.

Recording Certificate Management: The Genesys recording solution enables proper management of public and private keys used to encrypt voice and screen recordings.

Access control for Recording users: The Genesys recording solution applies access control to recordings.

Deploying the Screen Recording Service: The Screen Recording Service (SR Service) enables the Agent to capture what is happening on the screen at the time of an active voice interaction.

Recording Cloud Backup Service: The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy.