Language analysis by VIER available on Genesys AppFoundry
04 May, 2021
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."