Interaction Intelligence
Transform your performance through deep human-led conversational analytics
Bring the power of diagnostics to your business Intelligence arsenal with Genii's Interaction Intelligence capabilities.
- Maximum depth of insights to understand the causal factors holding your performance back
- Horizontal (process) and vertical (industry) ready templates
- Context rich visualisations and prepackaged reports to accelerate
Genii’s Interaction Intelligence is powered by Human-led Deep Conversational Analytics. This type of analytics provides clients with a rich context of their business and operations performance. Genii’s Interaction Intelligence is live within more than 50 brands globally and can be procured in 3 separate solution formats. Most clients start with IaaS to get a comprehensive appreciation of the value of interaction intelligence in their business. This provides them with deeper actionable insights into their operations. Clients then go on to either deploy the interaction intelligence technology as a natural upgrade of their QA structures or outsource their interaction intelligence efforts to us (while also covering all traditional QA requirements).
Discover
Genii’s Discover solution transforms customer interactions into actionable business Intelligence. Genii’s interaction intelligence technology and Deep Conversational Analytics™ approach is used to complete the analysis on customer interactions. This can be done across all channels and any languages in cycles of 4-6 weeks each. Clients have used this capability to pilot interaction intelligence, as a point solution to do deeper learning on their chronic issues, or as an external industry benchmark capability to see where they stand compared to their industry peers.
Application
Through Genii’s Application capability Genii has popularised the concept of using Deep Conversational Anlaytics™ to upgrade the traditional QA function into an Interaction Intelligence Centre. As we developed and pioneered Insights-As-A-Service in the market our clients became increasingly interested to use the technology we developed to use themselves. QA seemed to be a perfect fit where resources were already listening to calls. Over the last 5 years, we have enabled our clients to transition from a traditional 2-D Scorecard QA approach to a 3-D interaction intelligence approach. This has provided our clients with the necessary ongoing depth of analysis and given them the ability to target, action and track change initiatives at a much more granular level. This has resulted in our clients having achieved phenomenal and lasting business and operational performance results.
Managed Services
As Genii’s Managed Services solution hit the market, we were requested for a cost model that would be a like-for-like replacement of their current QA cost structure. As the Genii Analytical QA solution was a natural progression from traditional QA to interaction intelligence, we’ve worked with several brands to do just that. Genii’s managed services offering is designed to free up capacity within our client’s business, to focus on driving change and not expend effort on doing interaction intelligence assessments. It has been successfully used by many brands to leave the analysis to an unbiased external expert and transition their current traditional QA capability into an Interaction Intelligence Centre, empowering them with the actionable insights required to drive change.
Use our Interaction Intelligence to:
Multiply
the value of
your conversational
insights
Transform
your listening
posts into an Interaction Intelligence Centre
Surface
the real reason
for what’s holding your
performance back
Drive change
where it counts
Use our Interaction Intelligence to:
Multiply
the value of
your conversational
insights
Transform
your listening
posts into an insight hub
Surface
the real reason
for what’s holding your
performance back
Drive change
where it counts
Why do you need our Interaction Intelligence?
Continued investments in traditional QA often don’t deliver the returns needs
Measuring the right things is easy, producing structured actionable insights is hard
Determine where to focus your attention and investments for the best value and outcome
Business needs to quantify the impact of failures and the commercial opportunity to fix them
Utilising key metrics needs new tech-driven methods to support meaningful, consistent change
Knowing what went wrong is obvious, fixing it requires an understanding of why it went wrong
Executives are always asking complex questions, we make the answers easier to find
What we think is important to us, isn't always what our customers think is important to them
