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More than 100 Global Brands using Interaction Intelligence​

Various Use Cases & a Growing Need!

Moving away from CSAT & NPS Surveys to get ongoing “in-call” surveys across their business via the Genii Interaction Intelligence Centre.

Replaced Traditional QA with Genii’s Application to advance their ability to surface insights hidden deep in conversations. Deployed across several geographies, languages, all customer channels, doing Sales, Customer Services and Retentions Analysis.

Using Interaction Intelligence (as a Service) to run monthly bespoke investigations (ie. Client churn/drop-offs on journey, Repeat Call rate, etc.)

Used Genii initially to do several cycles of Discover™ to help understand and surface the real reasons and biggest opportunities to customer churn.

Decommissioned traditional QA to enable interaction Intelligence. The rich and deep root cause analysis is used as an additional layer of Business Intelligence to drive better sales, services and retention outcomes.

Understanding the biggest contributors to customer dissatisfaction and which branches were generating the most complaints with associated root causes.

Used Genii initially to do several cycles of Discover™ on several brands within Pepkor group to uncover insights to drive better revenues, lower cost and increased customer satisfaction.

Using Interaction Intelligence (as a Service) in various areas including to uncover back-office bottlenecks, Fibre issues. Also used Genii as benchmark before cutover of CRM system and fixing customer issues surfaced by cutover.

Using Interaction Intelligence (as a Service) to unpack call demand, create a roadmap strategy as to which call drivers to enable on chats and chatbots with associated content to configure.

Through Discover™ Understand which demand types have been driving up their customer dissatisfaction. Support their development and the confirmation of which call drivers do better in non-voice channels; best to adopt in digital channels.

Talk to one of our experts to see how we can enable you to drive transformation within your business.

Get in Touch

Let’s connect for a no-obligation, 30-minute introduction call to explore how we can support each other.

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.