Get actionable insights on individual and team performance, and automatically monitor, analyze, and score 100% of Genesys interactions across voice, chat, email, SMS, and social channels.
Why integrated Pathlight with Genesys?
Pathlight pulls in customer service interactions and analytics from Genesys to equip businesses with a single pane of glass view into contact center performance, and deeply analyze and score 100% of your customer conversations.
Built on the foundation of a contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically capture, transcribe, tag, and categorize every Genesys interactions across every channel, quickly identify quality issues, and discover trends and opportunities to make data-driven decisions and personalize coaching for every agent and team based in real-time.
Features
- Holistic view into contact center performance across voice, email, chat, social, text, and other support systems
- Automated goal-setting and evaluation for every metric, team, and individual based on historical performance
- Auto-analyze 100% of customer service interactions from Day 1
- Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Best-in-class audio and video recording transcription
- Instant summarization of performance and quality with automated coaching recommendations
- Auto-generated tags based on natural language and pre-defined criteria
- Select and analyze interactions based on tags, ticket status, and other custom fields
- Custom scorecards, side-by-side view, and annotations
- Multi-language support
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