Cognitive View, which analyses customer communication data to identify conduct related risk, is now available on Genesys Cloud Marketplace.
This deal allows customers of Genesys to leverage Cognitive’s voice analytics for customer experience, QA, compliance and conduct risk.
Genesys Cloud Marketplace offers a range of services and tools to support businesses with their operations. Companies can access platforms for workforce management, security and compliance, channels and routing, operations, business intelligence, CRM and case management, and more.
Cognitive View, which was named in this year’s RegTech100, analyses customer communication data to identify conduct related risk and automates the compliance monitoring processes. It offers actionable insights to better understand customer experience and agent performance.
Its solutions include call recording and speech analytics, conduct risk management, customer experience analytics, compliance and quality monitoring and covid-19 response.
The company recently launched its AFCA Insights tool, which provides insights on the Australian Financial Complaints Authority’s historical complaint management data. By using the tool, companies can better understand complaints and avoid making mistakes.
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