Last update: 04 May, 2021
To enable contact centres to have better dialogues across their omnichannel solutions, VIER Speech Analytics is now available on Genesys AppFoundry. the industry's largest dedicated marketplace for customer experience solutions. The functionality enables further optimisation of the customer dialogue regardless of which product is in use - Genesys Cloud, Genesys Engage or Genesys PureConnect.
Through the tight integration of speech analytics, all calls can be quickly and easily analysed and optimisation potential in service and sales can be identified. The telephone calls recorded in the Genesys platform are routed to the speech analytics and analysed there. The advantage for customers: Through the direct analysis of all recorded telephone calls, dialogues can be significantly improved, trends can be identified and customer concerns can be categorised automatically, which optimises routing, for example. Ralf Mühlenhöver, VIER Head of Product Strategy, is satisfied: "We have always been open to partnerships with innovative technology companies in order to make our voice analysis from Germany available to the broadest possible spectrum of clients. Genesys is one of the market leaders in contact centre and customer experience, so we are very pleased to be included in Genesys' own app store."