Speech & text analytics

Most contact centres still judge quality and customer experience from a tiny sample of interactions. Genesys Cloud speech and text analytics changes that by transcribing conversations and analysing them at scale, so leaders can see why customers are contacting them, how they feel and whether agents are following the right processes. For a CX leader, the practical outcome is evidence: which products drive complaints, which journeys frustrate customers and which behaviours separate your best agents from the rest.

Analytics also reduces risk. Regulated organisations must show that disclosures were read, vulnerable customers were handled correctly and complaints were recognised. Searching thousands of conversations for the right phrases is far more reliable than manual sampling alone. QVCCS approaches analytics as a business capability rather than a reporting feature. Our consultants start with the decisions your quality, compliance, operations and product teams need to make, capture them as requirements with measurable acceptance criteria, then design transcription, programs, topics, sentiment and searches that give each team the evidence it needs.

Genesys Cloud speech and text analytics uses natural language processing on every interaction. Voice is transcribed by the native engine, whether the internal participant is an IVR, voice bot, agent, conference or voicemail, and digital interactions such as messaging and email provide transcripts directly. Dictionary management adds your own product names and terms to improve recognition. Programs package topics, each a set of phrases expressing a business intent, and also control customer sentiment and agent empathy analysis for the interactions they cover. Content search finds interactions by words, phrases, topics and sentiment, and analytics views present results by agent, queue and flow.

Further capabilities extend the picture. Topic miner analyses transcripts to discover new topics and phrases; interaction categories combine criteria such as topics and terms for precise insight; and interaction reprocessing applies topic changes to historical interactions. Analysis runs once an interaction completes, and developers can subscribe to lower-latency voice transcripts through the Notifications API. Genesys also documents Transcription Connector, an AppFoundry integration that streams audio to a third-party engine using the AudioHook protocol, currently marked as a feature coming soon. Architects must plan languages, transcription scope, the upgrade add-on, and the roles and divisions that protect sensitive transcripts. QVCCS records each choice in the High-Level Design.

Topic design is where analytics succeeds or disappoints. A topic built from a handful of obvious phrases misses most of the ways customers speak; one built carelessly floods results with false matches. Our consultants combine topic miner output with reading and listening to real interactions, collect the language your customers and agents use, and build phrase sets that balance coverage with precision, following Genesys best practice for topic spotting. We group topics into programs for complaints, compliance, sales and service, assign programs to the right queues and flows, and record every topic and its intent in the Low-Level Design.

Compliance and quality use cases need particular care. A mandatory disclosure may be phrased in several approved ways, and its absence matters as much as its presence. Vulnerability indicators must be sensitive without being alarmist. We work with your compliance and quality specialists to translate policy into topics, interaction categories and searches, define how results are reviewed, and connect findings to evaluations in quality management. We also review how sentiment and agent empathy are interpreted alongside topics, because a negative sentiment score on a bereavement call means something very different from one on a billing dispute.

Analytics is mostly language work, so QVCCS musters a team from its own bench weighted towards analysis rather than build. A Senior Business Consultant / Business Analyst runs discovery with each user team and writes the BRD. A Solution Architect designs transcription scope, programs, permissions and retention. A Business Analyst builds and tunes topics and phrases, spending much of the engagement reading and listening to your real interactions. A Senior Developer delivers Notifications API subscriptions, data exports and any third-party transcription integration, and a Systems Integration Tester proves accuracy on real interactions, including phrases that must not trigger a topic. The Senior Platform Practice Lead peer reviews the design, and the team owns the outcome end to end.

Testing analytics means testing against reality. Each requirement in the Requirements Traceability Matrix is linked to the topic, category or search that meets it and to a test using real interactions from your environment. We measure how well topics match, check transcription quality for your languages and accents, run negative tests for phrases that must not trigger a topic, and validate that searches return what compliance and quality teams expect. UAT scripts let analysts and evaluators confirm results in their own workflow. We then train each user group and hand over an operational handover pack documenting every program, topic and permission.

Analytics delivers its value over time, as findings change how you work. QVCCS helps you build a regular insight cycle: reviewing topic trends, sentiment and empathy, sharing findings with product, operations and marketing teams, and tracking whether the actions taken reduce repeat contacts or complaints. Language changes as products, policies and customer concerns change, so we rerun topic miner, update topics and phrases on a planned schedule and reprocess interactions where history matters. A topic that matched well at launch can drift quietly as a new product name or policy term enters conversations, so precision is rechecked at each review. Release impact assessments review each Genesys release for new analytics capability.

Many organisations also want analytics data beyond Genesys Cloud. Our developers use the Platform API and data export options to bring transcripts, topics and sentiment into your data warehouse or business intelligence tools, joined with CRM and operational data for a fuller picture of the customer. We design these pipelines with privacy in mind, applying retention rules, access controls and redaction where personal or payment data must not leave the platform. The result is analytics that informs decisions right across your organisation, not just inside the contact centre.