Record Voice Interactions

Genesys Interaction Recording (GIR) enables your contact center to record each entire customer interaction, and makes meeting quality and regulatory compliance requirements effortless.

GIR is a compliance and control platform based on Genesys SIP, the T-Lib protocol, and the Genesys proprietary event model. GIR is fully integrated into the CIM platform. You have powerful recording control via a host of integrations across the suite.

Benefits

• 100% voice recording of customer conversations with an agent, for compliance and regulatory requirements.

• The agent can pause and resume recordings.
• Increased Compliance.

• The supervisor can listen to recordings.
• The Legal and Compliance officer can access the system to audit and protect recordings.

• Lower TCO through an Integrated Approach.

How It Works

1. More detailed description of functionality.
2. Use case description from beginning to end probably includes steps.
3. But these are not instructions.

Configuration

• Parameters to set.
• Configuration options to set.
• Resources to configure.

Business Flow

Flow Description

1. Customer makes a call to one of the service lines of the company.
2. An announcement will be played to the customer that the call is going to be recorded.
3. The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. This can be either the use case "CE1 - Connect Voice Interactions to Right Resource" or "CE2 - Personalized & Value Based Voice Routing". The Inbound Voice routing strategy is not within the scope of this use case.
4. Genesys Interaction Recording starts the recording.
5. Agent answers the call from any desk within the site.
1. The agent may (if enabled) pause/resume the recording manually via the standard integration with Genesys Workspace when sensitive data needs to be entered.
6. Customer or Agent disconnects the call.
7. Genesys Interaction Recording stops and stores the recording.
8. Supervisor searches for, retrieves and listens to a recording made by one of their agents.
9. Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.
10. Genesys Interaction Recording archives and purges recordings according to the rules defined in the system.

<SUMMARY>

To-do lists with steps and links to pages with specifics.