deliver the full set of features within GIR. Additionally, the GIR User Interace (UI) is provided by the SpeechMiner UI
UI, which is the unified interface for recording, quality management and interaction analytics capabilities within the
Genesys suite.
Quality Management (QM):
Quality Management (QM) enables you to monitor quality and evaluate agent performance on a periodic and
consistent basis while minimizing effort through automated interaction selection to improve customer experience and
engage with your staff. QM includes a robust and feature rich form designer along with a number of evaluation
schedule types to meet the SLAs required by your business in providing core use cases around Quality Management
as well as input to Coaching and Training through form based scoring of interactions. Interactions can be sourced from
GIR or third party recording platforms, depending on the deployment type selected. All QM functionality is provided
through the SpeechMiner UI UI, which is the unified interface for recording, quality management and interaction
analytics capabilities within the Genesys suite.
Genesys Interaction Analytics (GIA):
Genesys Interaction Analytics (GIA) provides automated speech and text analytics capabilities on 100% of
interactions to provide deep insight into customer-agent conversations. For voice interaction, GIA provides automated
transcription and employs Speech-to-Phrase grammar based recognition along with non-linguistic analysis of
recordings to create meaning from otherwise unstructured data. Organizations can use this data to fulfill key use cases
around Agent Performance Improvement (for example, decrease AHT, increase FCR, Sales Conversion, and so on.),
Compliance and Customer Satisfaction (for example, NPS). Additionally, for both voice and text interactions, GIA
employs advanced unsupervised machine learning algorithms to surface salient or unexpected terms to enable use
cases around Uncovering Emerging Trends or Discovery of New Phrases and Intents. All analysis and discovery
functionality is provided through the SpeechMiner UI UI, which is the unified interface for recording, quality
management and interaction analytics capabilities within the Genesys suite.
Note:Each of these products are sold separately and in different combinations based on the specific requirements of
your organization
SpeechMiner UI supports the following deployment modes:
Analytics and Recording UI: Enables search, play back and analysis of interactions recorded using Genesys
Interaction Recording. The QM module is also available is purchased.
Recording UI Only: Enables search and play back of interactions recorded using Genesys Interaction
Recording. The contents of the interactions are not processed by the interactions analytics system. The QM
module is also available if purchased.
Analytics Only: Imports interactions including their recorded call audio from any recording system using a
UConnector. The UConnector is a Professional Services built ETL application that imports interactions and
meta data from a third party recording system. After the interactions are imported, SpeechMiner UI processes
the contents of each interaction for interaction analytics. The QM module is also available if purchased.
Analytics Only with PureConnect: Imports interactions and their recorded call audio from a PureConnect
deployment using the UConnector for PureConnect. This UConnector is a Professional Services built ETL
application that imports interactions and meta data from PureConnect. After the interactions are imported,
SpeechMiner UI processes the contents of each interaction for interaction analytics. The QM module is also
available if purchased.