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Speech Analytics

Integration with Interaction Intelligence

Our Interaction Intelligence solution seamlessly integrates with any speech analytics engine you may have, or we can provide a speech analytics solution tailored to your needs. Whether you’re looking to enhance an existing system or implement a new one, we ensure a smooth and effective integration process.This seamless integration allows you to cover every interaction throughout the customer journey at scale making it simple to operationalise the outcomes and utilise human expertise for targeted root cause insights efforts where it matters most.

The synergy between Speech Analytics and Interaction Intelligence ensures a harmonious blend of automation and human expertise, optimising processes and elevating the quality of insights. Genii empowers organisations to expand their Speech Analytics capabilities within a robust Interaction Intelligence framework, effectively supporting a diverse range of business objectives.

Empowering Your Team with Integrated Insights

Assess

Identify the deepest root causes through targeted human analysis. This process enables a focused approach to problem-solving, ensuring that efforts are directed where they are needed most.

Visualise

Our integrated dashboards and reports provide clear, actionable insights at a glance, helping teams understand performance metrics and areas for improvement.

Coach

Customise coaching plans based on specific samples, topics, or compliance issues. This targeted coaching helps in refining skills, improving performance, and ensuring alignment with best practices.

Assess

Identify the deepest root causes through targeted human analysis. This process enables a focused approach to problem-solving, ensuring that efforts are directed where they are needed most.

Visualise

Our integrated dashboards and reports provide clear, actionable insights at a glance, helping teams understand performance metrics and areas for improvement.

Coach

Customise coaching plans based on specific samples, topics, or compliance issues. This targeted coaching helps in refining skills, improving performance, and ensuring alignment with best practices.

Insights at Scale & Depth

Achieve efficiencies by saving time and resources through scalable assessments with Speech Analytics, which feeds into targeted deep human root cause analysis. Gain deeper insights across all business units with layered reporting at scale, and optimise human resources by automating mundane tasks, allowing your team to focus on complex and strategic initiatives.

Want to see it in action?

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.