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Interaction Intelligence

Interaction Intelligence

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.
Genii is all about delivering Interaction Intelligence in an efficient and effective manner to drive business improvement and transformation. This is enabled through a combination of proprietary application and professional service offerings – as described in this document
Underpinning all of what Genii does is the focus on deep, human led, conversational analytics to extract the rich insights deep within customer interactions, regardless of channel or media, and then to organize and manage these in a manner in which they can be easily understood and effectively acted upon.
The depth of insights, exposing limitless systemic and causal factors, surface an extensive number and variety of opportunities for business gain across customer, process, brand, product, agents and systems.

DISCOVERTM

First step to find out what you don’t know.

Explore customer conversational journeys across multiple touch-points.

Surface causal factors and systemic issues behind any customer, product, brand, process or agent issue.

Low effort from customer and no disruption to operations.

In cycles of 4 to 6 weeks each.

Pricing is a fixed fee per Discover cycle.

APPLICATION

Deep root cause and systemic issue analysis.

Extensive, relevant dashboards and reports to drive action.

Application is cloud based and needs no integration.

Quick time to value - setup and configure in weeks.

Pricing is based on a license fee for agent – application usage is unlimited.

MANAGED SERVICES

Continual access to best practice and domain expertise.

Genii assesses the scope and objectives to configure a tailored service offering.

Ability to scale up and down with ease.

Guaranteed performance against SLA – volume, accuracy, consistency.

Transition options include Genii only resources, transfer of client resources or hybrid.

Ramp-up time is 2 to 6 weeks depending on scale.

Pricing is a monthly fee.

Discover

Solve Problems
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Application

Deploy our Technology
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Managed Services

Outsource your Listening
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Bring the power of diagnostics to your business Intelligence arsenal with Genii's Interaction Intelligence capabilities.

Maximum depth of insights to understand the causal factors holding your performance back

Horizontal (process) and vertical (industry) ready templates

Context rich visualisations and prepackaged reports to accelerate

Genii’s Interaction Intelligence is powered by Human-led Deep Conversational Analytics. This type of analytics provides clients with a rich context of their business and operations performance. Genii’s Interaction Intelligence is live within more than 50 brands globally and can be procured in 3 separate solution formats. Most clients start with IaaS to get a comprehensive appreciation of the value of interaction intelligence in their business. This provides them with deeper actionable insights into their operations. Clients then go on to either deploy the interaction intelligence technology as a natural upgrade of their QA structures or outsource their interaction intelligence efforts to us (while also covering all traditional QA requirements).

Improve Customer Experience (CX)

Reduce Customer Churn

Increase Sales & Collections

Reduce Operating Costs

Genii’s Interaction Intelligence Application capability is described below:

Discover

For situations where there is a specific business need or challenge to address, or where there is need for better understanding or simply the need to know why things are happening Genii combines its Interaction Intelligence application and Managed Services offering into a targeted turnkey engagement. These are called Discover engagements and take between 4 and 6 weeks to complete. Often customers don’t know what they don’t know and use Discover to inform direction for change and improvement. One cycle of Discover can deliver very effective and conclusive results. However due to its exploratory nature and ability to uncover the lesser known detail it is typical that several Discovers are linked together in series.

Why?

Continual access to best practice and domain expertise

Reduced cost (or increased coverage for the same cost)

Ability to scale up and down with ease

Unbiased, objective results

Guaranteed performance against SLA – volume, accuracy, consistency

Guaranteed performance against SLA – volume, accuracy, consistency

How?

Genii assesses the scope and objectives to configure a tailored service offering

Ramp-up time is 2 to 4 weeks depending on scale

Transition options include Genii only resources, transfer of client resources or hybrid

Pricing is a monthly fee determined from volume, nature and duration of interactions

With more than 8 years of being subject matter experts in the deployment of Insights solutions within contact centres, we command high success rates, with undisputed results. Our experience, expertise, in-house technology, and technology partnerships, allow us the ability to provide our clients with transformational insights that drive significant change and ROI.

Interaction Intelligence Application

The practice of assessing a representative sample of interactions for the purpose of measuring agent compliance and performance is a standard in almost every contact centre today. It is almost always a very limited, grudge process yielding limited value to the broader business. With Interaction Intelligence application Genii has turned this on its head by enabling that same valuable human assessment effort to fetch rich, deep insights from all aspects of the business and in doing so transform this function into a value-adding transformation hub. Comprehensive “Quality Assessment” is still there but with the Interaction Intelligence application business can move to focusing on driving up performance in the business metrics that count the most.

Why?

Transform traditional QA into a transformational Insights Hub

Unlimited lines of business – sales, service, retentions, collections…

All channels and all media – voice, email, chat, social media…

Deep root cause and systemic issue analysis

Extensive, relevant dashboards and reports to drive action

Integrate to Speech Analytics solutions for a complete conversational analytics capability

How?

Application is cloud based and needs no integration.

Quick time to value - setup and configure in weeks

Pricing is based on a license fee for agent – application usage is unlimited

Managed Services

To compliment the Interaction Intelligence application Genii can also provide skilled, experienced and managed resources to conduct the assessment of interactions against a specific SLA. The Managed Services team function as an integral extension to your business with continual alignment through the sharing of insights and best practice in a regular and structured manner
Why?

Continual access to best practice and domain expertise

Reduced cost (or increased coverage for the same cost)

Ability to scale up and down with ease

Unbiased, objective results

Guaranteed performance against SLA – volume, accuracy, consistency

How?

Genii assesses the scope and objectives to configure a tailored service offering

Ramp-up time is 2 to 4 weeks depending on scale

Transition options include Genii only resources, transfer of client resources or hybrid

Pricing is a monthly fee determined from volume, nature and duration of interactions

INTERACTION INTELLIGENCE IS…

UNLEASH THE FULL POWER OF DEEP HUMAN INTELLIGENCE!

GENII IS INTERACTION INTELLIGENCE!

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.

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.

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.

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.