Record Voice Interactions

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

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

• Voice recording of all customer conversations with an agent, to satisfy compliance and regulatory requirements.
• An agent can pause and resume recordings.
• A supervisor can listen to recordings.
• The Legal and Compliance officer can access the system to audit and protect recordings.
• Genesys's integrated approach to this functionality lowers the Total Cost of Ownership (TCO).

Configuration

You can specify which type of recording Full-time (total), Selective, or Dynamic using just a few settings.

How It Works

• A customer calls and interacts with an IVR. The IVR directs the call to an agent best-suited meets the caller's needs.
• The agent pauses recording. Otherwise, GIR records all of the interaction and archives the recording.
• Supervisors and legal / compliance officers can locate and play back the archived call.

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 these use cases:

• Connect a voice interaction to the right resource
• Personalized & Value Based Voice Routing.

GIR starts the recording.

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).

The customer or the agent disconnects the call.

GIR stops and stores the recording.

Post-Call Options

8. A supervisor can search for, retrieve and listen to a recording.
9. Legal and Compliance officer can check the system for compliance, and retrieve recordings for legal purposes.
10. GIR always archives and purges recordings according to the rules defined in the system.

Useful Tools

The Recording Plugin for GAX gives you tools to manage recording:

Certificates

• Manage Recording Certificates
• Enable Screen Recording
• Enable Audio for Voice Recording

Recording Tab

• Add a certificate
• Remove a certificate
• Set the Recording Destinations.
• Set the Recording Parameters.
• Create the Recording File Name Template.

Parameters

• Reference to Recording Parameters