Genesys Consultant Webinar - March 26th Improving Quality Management with Speech Analytics
Join us for a webinar on Mar 26, 2014 at 1:00 – 2:00 PM PDT.
Traditional methods of reviewing customer interactions to drive better business outcomes are manual and labor-intensive, so your clients can only afford to analyze a small sample of the interactions their company handles on a daily basis. Such a small sample set is usually unrepresentative of the total volume of customer interactions. To get a more realistic view of agent performance and compliance, they would need more staff to manually review the full volume of interactions, which is cost-prohibitive.
Most speech analytics solutions rely upon speech-to-text or phonetic conversion engines, which are not accurate enough for successful determination of phrases, leading to many oversights of meaning, compliance violations and many “false-positives”.
In contrast, the patented “Speech-to-Phrase” Recognition engine delivered by Genesys directly recognizes entire phrases within the conversations themselves, which delivers the most accurate and comprehensive speech analytics available today.
Please join us on March 26th to learn more about this solution and how it can provide a 360-degree analysis of cross channel conversations with high accuracy.
Michael Miller, VP of Customer Strategy, Genesys
Michael is the VP of Customer Strategy for Speech Analytics at Genesys. Mike was the VP of Customer Strategy for UTOPY, the Speech Analytics pioneer, for over 4 years before UTOPY was acquired by Genesys. Prior to UTOPY, Mike was Vice President of Customer Care at E-LOAN where he was in charge of the front end sales and service organization for this award winning Internet Lender. Before E-LOAN, he helped build the service infrastructures of SBC Telecom and TiVo, being part of the launch team for both companies.
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