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Interaction Intelligence

Discover™

Discover™ engagements are tailored to address specific contact centre needs or challenges, providing a deeper understanding of why things are happening. Genii Analytics combines its Interaction Intelligence Application with Consulting Services to offer these targeted, turnkey engagements. Typically completed within 4 to 6 weeks, Discover™ engagements deliver effective and conclusive results, often informing direction for change and improvement. Due to Discover’s™ exploratory nature and ability to uncover hidden details, several Discover™ cycles are often linked together in sequence.

Deeper customer insights for increased business results

Rapid Insights

Fast access to insights that inform change and drive improvement

Identify Root Causes

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

Informed Investments

Use Discover to direct and de-risk investments in any new customer-facing technology solutions.

Comprehensive Exploration

Explore customer conversational
journeys across multiple touchpoints.

Minimal Disruption

Low effort from the customer with no disruption to operations.

Flexible Engagement

“Switch-on – Switch-off” as required

Flexible Discover™ Engagements for Targeted Insights

Genii offers both standard and advanced Discover™ engagements to meet your specific needs. Often, this is the best place, to be exposed to what Interaction Intelligence is and what it could mean to your business. Clients also use it to deep dive specific pain points and surface the relevant root causes impacting these pain points. Pricing is based on a fixed fee per Discover™ cycle. The engagement process is effortless and includes a requirements workshop, build and configure phase, calibration, analysis, insights preparation, and a final read-out to present the findings.

See example Discover™ Intelligence deliverables

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.