Description

Introduction

This training explores how Speech and Text Analytics (STA) in Genesys Cloud CX unlock insights from customer interactions across voice and digital channels. Participants will learn how to capture, transcribe, and analyze conversations to understand sentiment, intent, and compliance. The course covers practical implementation of analytics tools, configuration, dashboards, and data-driven decision-making for improving agent performance and customer satisfaction.

Prerequisites

• Basic understanding of Genesys Cloud CX architecture

• Familiarity with contact center operations and KPIs

• Foundational knowledge of speech recognition, NLP, or text mining concepts

• Experience with reporting and analytics tools is advantageous

Table of Contents

1. Introduction to Speech and Text Analytics

• 1.1 Overview of analytics in Genesys Cloud CX

• 1.2 Understanding Speech and Text Analytics concepts

• 1.3 Benefits of STA in contact center operations

2. Speech Analytics Fundamentals

• 2.1 Call recording and transcription process

• 2.2 Configuring transcription settings and accuracy models

• 2.3 Detecting keywords, phrases, and silence patterns

• 2.4 Sentiment and emotion analysis in voice interactions

3. Text Analytics Essentials

• 3.1 Analyzing digital conversations (chat, email, messaging)

• 3.2 Identifying intent and sentiment in textual data

• 3.3 Using categories and themes to classify interactions

• 3.4 Combining speech and text insights for unified reporting

4. Implementing Analytics in Genesys Cloud CX

• 4.1 Setting up analytics in the admin console

• 4.2 Creating and managing analytics policies

• 4.3 Integrating analytics with quality management workflows

• 4.4 Customizing alerts, dashboards, and reports

5. Leveraging AI for Deeper Insights

• 5.1 Using AI models for predictive sentiment analysis

• 5.2 Identifying emerging topics and trends

• 5.3 AI-driven recommendations for agent performance improvement

6. Compliance and Security Considerations

• 6.1 Data retention and anonymization policies

• 6.2 Managing consent and privacy settings

• 6.3 Ensuring regulatory compliance (GDPR, PCI-DSS, etc.)

7. Performance Monitoring and Optimization

• 7.1 Reviewing analytics KPIs and dashboards

• 7.2 Using insights for process optimization

• 7.3 Continuous improvement through feedback loops

Speech and Text Analytics in Genesys Cloud empower organizations to transform raw interactions into actionable intelligence. By mastering these tools, participants can enhance customer experience, boost agent effectiveness, and drive data-informed strategic decisions across the contact center.