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Author: Janke Piechaczek

Interaction Intelligence Increases Health Industry Call Centre Sales

As leaders in the call center sales industry, ensuring an outstanding customer experience is crucial for brand health, which in turn drives sales. Sales is not just about numbers but also building lasting relationships and driving loyalty in the sales journey. In recent years, data analytics has emerged as a game-changer in the sales landscape. […]

Enhancing Collection Success through Agent-Controllable Factors.

In the competitive online retail sector, delivering exceptional customer experience in collections is pivotal for success. Many businesses struggle to pinpoint the root causes that hinder their ability to achieve their goals. Genii Analytics partnered with an online retailer to identify and address these challenges. Empowering them to uncover real opportunities within agents’ control, transformed […]

Leading Bank Improves Collections leveraging Interaction Intelligence!

To thrive in a competitive market, businesses must leverage their insights effectively. Interaction Intelligence has proven invaluable in revealing hidden patterns within customer conversations. Genii partnered with a leading bank to enhance personalised customer interactions, improve risk management, and cut costs, ultimately boosting their collections efforts. Initially, the bank struggled to meet collection targets from […]

Driving Telco Call Centre Performance with Interaction Intelligence!

A leading brand in the Telco sector had contracted a BPO to handle its call centre operations. The Telco then encountered performance challenges. To address the negative impact on KPIs and customer experience, Genii Analytics partnered with the Telco. The objective was to try and determine which challenges sat within the BPO’s control and which […]

The Contact Centre Guide to the 4 Types of Analytics

According to Gartner Inc.2, having advanced analytics are a key corporate objective, driven by the need to increase user access to advanced analysis and deepen business understanding. Alexander Linden, Research Director at Gartner3, stated that even though advanced analytics has been around for more than 20 years, big data has increased interest in the market […]

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During the call we will:

  1. Understand where you are at and your current challenges & opportunities.
  2. Share success stories from clients we’ve helped.
  3. Offer insights for your Conversational Analytics roadmap.

GENII INTEGRATION WITH SPEECH ANALYTICS

Genii’s Interaction Intelligence, driven by Human-led Deep Conversational Analytics, offers clients comprehensive insights into business and operations performance. Available in three solution formats. Clients typically begin with Discover™ to understand the value of interaction intelligence, then integrate it into their operations or outsource their interaction intelligence needs to Genii.

Callminer

Drive better business decisions and transform your growth with the industry’s most powerful automated conversational analytics platform. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer engagement available in various local and global languages. Genii is a tier 1 registered global reseller of CallMiner. Genii’s domain expertise plus CallMiner’s advanced automated conversational Analytics platform makes us a powerful combination for all your speech analytics needs.

CALLBI

Automated Conversational Analytics made easy. Callbi is a global speech analytics software solution. It makes speech analytics easy to deploy, use and add value to your business, at a surprisingly low cost. Genii is a local South African registered reseller of Callbi. Genii’s domain expertise plus Callbi’s easy to use solution makes us a compelling value proposition to get started with automated conversational analytics and scale the ROI you get from it fast.

MANAGED SERVICES

As Genii’s Managed Services solution hit the market, we were requested for a cost model that would be a like-for-like replacement of their current QA cost structure. As the Genii Analytical QA solution was a natural progression from traditional QA to interaction intelligence, we’ve worked with several brands to do just that. Genii’s managed services offering is designed to free up capacity within our client’s business, to focus on driving change and not expend effort on doing interaction intelligence assessments. It has been successfully used by many brands to leave the analysis to an unbiased external expert and transition their current traditional QA capability into an Interaction Intelligence Centre, empowering them with the actionable insights required to drive change.

APPLICATION

Through Genii’s Application capability Genii has popularised the concept of using Deep Conversational Anlaytics™ to upgrade the traditional QA function into an Interaction Intelligence Centre. As we developed and pioneered Insights-As-A-Service in the market our clients became increasingly interested to use the technology we developed to use themselves. QA seemed to be a perfect fit where resources were already listening to calls. Over the last 5 years, we have enabled our clients to transition from a traditional 2-D Scorecard QA approach to a 3-D interaction intelligence approach. This has provided our clients with the necessary ongoing depth of analysis and given them the ability to target, action and track change initiatives at a much more granular level. This has resulted in our clients having achieved phenomenal and lasting business and operational performance results.

Discover

Genii’s Discover solution transforms customer interactions into actionable business Intelligence. Genii’s interaction intelligence technology and Deep Conversational Analytics™ approach is used to complete the analysis on customer interactions. This can be done across all channels and any languages in cycles of 4-6 weeks each. Clients have used this capability to pilot interaction intelligence, as a point solution to do deeper learning on their chronic issues, or as an external industry benchmark capability to see where they stand compared to their industry peers.