Record Voice Interactions

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

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

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Configuration

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

Business Flow

Flow Description

1. Customer calls one of the company service lines. An IVR answers.
2. The IVR announces that the call will be recorded.
3. The call is routed to an agent following the logic of the Inbound Voice distribution strategy implemented for the Service Line.
   See either use case Connect Voice Interactions to Right Resource or "CE2 - Personalized & Value Based Voice Routing".
4. Genesys Interaction Recording starts the recording.
5. The agent answers the call from any desk within the site.
   The agent can pause/resume the recording manually, via the standard integration with Genesys Workspace, when sensitive data needs to be entered (if feature is enabled).
6. The customer or the agent disconnects the call.
7. Genesys Interaction Recording stops and stores the recording.

Post-Call Options

• A supervisor can search for, retrieve and listen to a recording.
• Legal and Compliance officer can check the system for compliance, and retrieve recordings for legal purposes.
• Genesys Interaction Recording always archives and purges recordings according to the rules defined in the system.

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