Take action in real-time
Unlike traditional speech analytics solutions that mine recorded call audio, Genesys® PureConnect™ Interaction Analyzer listens for, detects and alerts on spoken words and phrases in real-time. This allows you to take action while calls are in process, not hours or days after they have ended.
Results are stored with recordings to provide value beyond the real-time interaction.You can quickly find interactions based on what was said by the agent or the customer to improve quality assurance, ensure regulatory compliance and identify broken processes that result in customer frustration.
Unlock insights hidden within your customer interactions
Interaction Analyzer makes it easy to deploy a world-class, real-time speech analytics solution. As part of the PureConnect all-in-one platform, Interaction Analyzer gives you detailed insight about how agents interact with customers. Use this information to enhance agent performance, improve service delivery and provide a better customer experience.
Deliver value across the business
Interaction Analyzer benefits the contact center and the entire organization. Supervisors are alerted to issues as they happen, on a live call, allowing them to intervene when necessary and prevent escalations or undesirable outcomes. Quality Managers can easily find calls where service problems occurred, agents failed to follow defined procedures or customer retention was an issue. Management can quickly identify and take action on service trends, improvement opportunities or potential threats.
Get the the most out of workforce engagement management
Interaction Analyzer is one of multiple PureConnect workforce engagement management applications that improve performance to achieve operational goals. PureConnect workforce engagement management provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, as well as strategic planning, customer feedback and real-time speech analytics.
