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Integrations
PureConnect SpeechMiner
PureConnect SpeechMiner® is the Genesys speech-analytics platform. It analyzes audio content and text-based interactions such as email, chat messages and so on. Speech analytics leverages recorded customer interactions (from Interaction Recorder) and analyzes each interaction for critical business topics and events. The system analyzes interactions between customers and contact-center agents, precisely identifies the topics that were discussed, and categorizes the contents of each interaction.
Designed to provide valuable information, PureConnect SpeechMiner uncovers the cause and effect relationships that influence business issues and contact center performance. Valuable insights about workforce performance and the customer experience your organization delivers are hidden within the agent‐customer interactions your organization records. See the Introduction for Genesys Interaction Analytics for more information about SpeechMiner and its various components.
Licensed Components
|
Component |
Description |
|
PureConnect SpeechMiner Quality Management |
Simplifies the quality review process by automatically evaluating 100% of conversation recordings across all channels of contact and in any recording system. This system drastically increases efficiency and effectiveness when used with Speech Analytics. |
|
PureConnect SpeechMiner Speech Analytics |
Provides automated speech analysis for the content of call recordings, which gives the ability to categorize interactions based on customized criteria (topics, reasons, events). It also provides the capability to visualize trends and KPIs for fast analysis. This component includes support for one language (for conversation analysis.) |
|
PureConnect SpeechMiner Speech Analytics Add'l Language |
Provides support for additional languages beyond the single default language. |
|
PureConnect SpeechMiner Text Analytics |
Analyzes email and chat interactions in a unified manner, and provides dashboards and reports for the analysis of text-based interactions. The capture and storage of text interactions must be built per product specifications to support processing and analysis of the interactions. |
Requirements
PureConnect SpeechMiner is available for on-premises implementations of PureConnect only. It requires:
- Additional software
- Additional software licenses
- Professional Services engagement to implement
Contact your partner or account executive for more information about these requirements.
Documentation
Some of the following Genesys Engage documentation links may require login credentials.
SpeechMiner Administration Guide