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Interaction Intelligence

Application

The traditional practice of assessing a representative sample of interactions to measure agent compliance and performance is common in almost every contact center today. However, it often provides limited value to the broader business. Genii’s Interaction Intelligence application revolutionises this process by transforming valuable human assessment efforts into rich, deep insights from all aspects of the business. This transformation turns quality assurance into a value-adding transformation centre. While comprehensive “Quality Assurance” remains, the Interaction Intelligence application enables businesses to focus on improving performance on the metrics that matter most.

Transform Your QA with a Comprehensive Analytics Solution

Interaction Intelligence Centre

Upgrade your Quality Assurance to become a Centre of Intelligence.

Unlimited Lines of Business

Application is available for sales, service, retentions, collections, and more.

Any Channel

Analyse interactions across all
channels and media, including
voice, email, chat, and social
media.

In-Depth Analysis

Conduct deep root cause analysis several layers deep. (Unlimited)

Actionable Dashboards and Reports

Utilise extensive, relevant dashboards and reports to drive results.

Integrated Speech Analytics

Enhance capabilities with seamless integration into any Speech Analytics solution for a complete automated conversational analytics solution.

Transform Your Contact Center with Our Cloud-Based Solution

Our cloud-based application requires no integration, ensuring a quick
setup and configuration process completed within weeks. With flexible
pricing based on a license fee per agent and unlimited application usage, Genii’s Interaction Intelligence application transforms your contact centre’s quality assurance into a powerful tool for business performance improvement.

See the Application Demo

Use Interaction Intelligence to

Multiply
The value of your conversational insights
Transform
Your listening posts into an Interaction Intelligence Centre
Uncover
the real reason for what’s holding your performance back
Drive change
where it counts


Why you need Interaction Intelligence?

Continued investments in traditional QA often don’t deliver the returns needs
Measuring the right things is easy, producing structured actionable insights is hard
Determine where to focus your attention and investments for the best value and outcome
Business needs to quantify the impact of failures and the commercial opportunity to fix them
Utilising key metrics needs new tech-driven methods to support meaningful, consistent change
Knowing what went wrong is obvious, fixing it requires an understanding of why it went wrong
Executives are always asking complex questions, we make the answers easier to find
What we think is important to us, isn’t always what our customers think is important to them

Questions? Let's connect.

Get In Touch

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.