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Sparrow digital supports 54 languages currently. The library is available by default and the deployment can be done with minimal training for those languages.
Genesys provides an independent module called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement.
The primary areas of focus for WEM include:
- Quality evaluation and improvement
- Time management
- Task management
- Employee recognition
- Voice of the Employee surveys
This is available on the CXP Cloud platform as well.
Enabling all interactive channels by synergising Genesys and CXP supporting applications is one of our turn keys. Engage with your customers on the channels they prefer. Offer a true omnichannel experience through our extensive channel portfolio Whatsapp, Facebook, Viber, SMS, Webchat, Email and more.
Sparrow Quality Monitoring tool offers sentiment analysis along with text to speech. The sampling can be based on specific parameters like disposition, call length, campaign type or random selection. Sparrow integrates with external providers like Google and converts speech to text. Sentiments are captured based on internal platform learning (ML) and also from platforms like Google.
Sparrow unified desktop can have a module called Agent Assist which is under development, which will provide real time suggestions to the agents based on different parameters. These parameters can be both historical data or data captured in real time during the course of the interaction.
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