Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Verint Speech Analytics
Score 8.9 out of 10
N/A
Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
It's not as appropriate. I'll go with the not first. That's easier if you're looking for call volume for specific volume questions and that's not speech. Speech is not going to provide you, like I said before, that absolute number of this is how many calls came in for this exact topic, why natural inherent limitations of speech, background noise and audio issues and strong accents like myself, so things like that. When we have had some departments come to us and some individuals have requests for insights from speech and we've said, and we discussed it for any request we receive, we have what we call a scope meeting to ensure that that request not only aligns with the goals and the value, it's going to bring value to the business, but to ensure that that is the best source of information for who's out. And sometimes they just didn't realize you can get it somewhere else. So if you're looking for actual call volume, actual numbers of the counts of what, that's not going to be the best source. It is the best source. I'd say when you really want to know what your customers, what your members are thinking, what are they saying? When you really want to know the voice of the customer, that is crucial because that interaction and listening to them is different than what the system can identify the tone and inflection and can identify the terms that they're saying that express joy or disappointment or dissatisfaction or negative emotion, whatever that may be. And yes, the system does an amazing job at identifying all that. For those calls, for example, where there is an accent, where there is background noise, where there are children and dogs in the background, the window's open because calling us from the car front, the freeway, none of those calls are really captured accurately. And so it's an entirely different insight. And sometimes you may have numbers, you may have data, but what impacts data, what brings the story together? I can give you numbers and say, Hey, we've had an influx of calls and the majority of them are talking about, they're expressing negative emotion regarding the Blue Shield website. Let's just say his hypothetical. I'm not saying that's what they're doing. So let's say they call and they have, so the metrics will tell us we're receiving these many calls, they hit the website category that we created, they're expressing negative sentiment, but is it going to tell you exactly what's wrong with the website? Nope. That requires human listening. So yes, the metrics provide great insight and I believe it provides a lot of direction. But when you provide to say to someone in senior leadership, those metrics, and then you also attach, oh by the way, this is verbatim a quote from our member regarding this issue. And that member says some things that are not very pleasant or they're truly expressing their genuine frustration and discontent that has more of an impact because it's not just a number, it's a human, it's the voice of the customer. So I think you need that whole picture to be able to present the scenario to be able to offer a solution. You can't offer the solution if you only have half of the problem or half of the issue. And I love that Verint Speech gives us the ability to do all that because then we partner with the analytics part with the desktop analytics and we can build triggers to know the actual counts and then we can bring that together with the voice of the customer and then present in an entire view so that informed decisions can be made.
One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
One of the things that I find extremely beneficial about Verint Speech Analytics is the transcription. Sometimes you have an hour call, an hour and a half call, and you don't have time to listen to an hour and a half call. The beauty is that we can find the transcription and then we can look in it. It specifies where if you look in the interaction details in the back of the call, you can actually see the transcription. You can see it'll identify where in the call, what line at what timestamp did that call hit your category and with what string, with what term did it hit. And that is extremely beneficial. And we're trying to go through and find those little points of, sometimes they're points of abrasion, sometimes there are things that are going really well. I love that we have a transcription. I love that we can also see the screens that is vital because a lot of times, and again, not that we're trying to find something bad, but the reality is in any industry, there's in any call center environment, should I say, there's call avoidance. There's always going to be some agents, it's just in any call center, in any industry, it happens.
Or sometimes our agents are just struggling. And if you see in real life, for example, a very high silence time, when we notice a trend, we'll start going into those calls and actually looking at those screens and seeing, is silence time call avoidance or could it be the agents are having difficulty utilizing the resources? Are the resources not clear? Is that what the delay is? Are they having trouble trying to find the answer? And a lot of times we found that too. We found they're searching and clicking and searching and clicking and it's because they just didn't know where to go. So that is a coaching opportunity. And sometimes it's a coaching opportunity, not so much in a positive way because they're purchasing things from Amazon. But I think, like I said, that's inherent in any call center environment. I do find the screens, the transcription, the trend analysis that's available within speech, there are so many things I could literally sit here and talk to you for quite some time.
We love it. And I'm even more excited personally now because I learned so much, as I was saying, about being in the cloud and being in that open-source environment where all of these enhancements that Verint has. And they're so often that they enhance their products and their offering now these little bots and AI to help with all of these different aspects, but that's only available if you're in the cloud and the open source. So there's a lot of benefit in being in prem, in net platform, which is where we are. And we were able to provide a lot of meaningful insight and guidance into a lot of different pain points in the company. But I anticipate, and I have full confidence, that we'd be a much more effective team once we're able to move into the cloud. So I'm very hopeful for that. I'm anticipating what else we could discover.
Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
I feel like I could have answered that just last week, as good as you make it. So with that said, I'm kind of going to go back to getting with the NT team and fully understanding the way it works to know the best ways to go about it. So on that same flip side, I would say it was the transcription and then we've also had some call recording issues and some, because we've actually got a ticket open now for some duplicated calls and where it flipped the agent and the customer in the recording. So there's little bumps. So if I had to say any of those would probably be problematic, but just specifically for us, I can't speak to everybody, but the Verint team is very supportive and they're doing what they can to keep us in the loop and what they're doing to fix it. So we're doing, I think it's good considering
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
Verint Speech Analytics stacks up well against workforce management, we use workforce management mainly for forecasting and scheduling. We selected Speech Analytics because we want to know not only why customers are calling but what is being said in calls. Sometimes customer might get angry or they might ask for a supervisor so when we need to look at escalated calls Speech Analytics helps us pick those out.
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
