geniiwebsite.geniianalytics.com

✨The Genii is out the bottle! - Genii's Gen-Ai Powered features!✨ - Click here!
Book a Demo
Get In Touch

Author: Janke Piechaczek

Interaction Intelligence Increases Health Industry Call Centre Sales

In the world of sales as a service, the ability to deliver exceptional service is a cornerstone of success. For professionals in the customer service and call centre industry, understanding and analysing customer interactions can significantly impact overall performance but not all are analytical and those that are often struggle with social skills needed to […]

High Call Volumes Impact Customer Satisfaction?

The BPO industry is one of the most complex, with multiple moving parts, and adaptability isn’t a preference but a necessity to thrive. Most of the time leaders struggle with time management and having an eye on all the areas that require focus. A BPO with a TELCO client partnered with Genii Analytics to identify […]

Transforming Online Retail: Genii Analytics Boosts Customer Experience and Operational Efficiency

Online Retail is a competitive sector, and providing exceptional customer experience whilst optimizing operational efficiency in a revenue collections space are crucial for success. However, many businesses struggle with identifying the rooted pain points that hinder their ability to deliver on their goals. One such business recently partnered with Genii Analytics to identify and address […]

Transforming Bank Revenue Collections: Genii Analytics Delivers Remarkable Results

In today’s data-driven world, financial institutions face intense competition and evolving customer expectations. To stay ahead, leaders must harness the power of all available resources including data analytics, artificial intelligence, and insights. Genii Analytics, a cutting-edge data analytics and insights company, recently partnered with a leading bank to revolutionize their revenue collections from their creditors. […]

How Sales Performance Improved, Through Engaging Conversations Simultaneously Driving An Improvement on Call Quality and Compliance

A leading provider of financial services, facing challenges in achieving its product sales targets partnered with Genii Analytics to improve conversion rates. They needed a solution to enhance sales performance and improve quality and compliance. In this article, we explore how conversation insights have been leveraged to achieve remarkable results. Challenge: Imagine having a team […]

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.