GENII Ai & ANALYTICS
Artificial Intelligence and Analytics Tools, Products & Services for Contact Centre
Who We Are
Genii Ai, is a SaaS development company
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Genii Ai started in 2013 by a team of executives with extensive experience in B2C customer service and sales .
We are passionate about customer experience (CX).
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The current team consists of Business Analysts, Data Scientists (PHDs), Software Engineers, Subject Matter Experts, Certified COPC, ITIL and PRINCE II practitioners.
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We provide customer technology solutions, artificial intelligence (AI) and machine learning solutions to Top 500 companies in the Financial Services, Telco, Healthcare, Insurance, Automotive and Retail sectors.
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Genii leverage NLP, Text Analytics and machine learning on platforms such as Google, AWS and Azure for the prediction models.We have developed our own proprietary Ai machine learning capability and algorithms on a cloud based GDPR compliant platform.
Genii provides business wide analytics through its Quantum analytical QA modules as well as through its Interaction Analytics Insights
Genii Quantum leverages Big Data and Customer Interactions to provide insights and predict future consumer behaviours
Genii Quantum
The Quantum product suite consist of three solutions that enable companies to develop customer insights to improve CX, operations and business, while enabling proactive customer engagement, digital transformation, RPA and robotics.
Genii provides these solutions combining humans and Ai/Machine Learning, to develop these insights, depending on your data access, process maturity and strategic initiatives toward enabling digital strategies.
Depending on your requirements and digital maturity, we provide technology with “humans in the loop”, fully automated machine learning capability and or fully blown Ai platforms.
INSIGHTS = Experience + Tech + Data + Science
Quantum Product Suite
​ ANALYTICAL QA
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Transform the current QA function into an Insights Hub…
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Improve service(CX), sales, collections and retentions
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We provide you with analytics to improve Agents, Operations, Business and Brand
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We do all this while leveraging current costs & budgets
​ NLAP
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Quantum NLAP uses Natural Language Processing (NLP) to automate the analysis of large volumes of calls in order to analyse and find post call key indicators.
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Currently for English and Spanish only. Quantum can use the “voice-to-text” transcription from a number of 3rd party platforms i.e. Google, AWS; GIA; Nexidia; Nuance; Voicebase.
​ PREDICT
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Quantum Predict is a proprietary Ai platform developed by Genii
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Where voice analytic platforms Indicate post-call sentiment, call reasons and other KPI’s after a call, Quantum predict leverage those indicators, combine it with customer data, and predict future customer demands, contacts and churn
Technology or Managed Services?
TAAS
(Technology As A Service)
Acquire licenses only. Cloud-based technology solution for rapid deployment and configuration
IAAS
(Insights As A Service)
Just provide calls. Outsource your QA and Insights Hub. Interactive dashboards provided via web application
TAAS
And Consulting
Acquire licenses and contract our team of Subject Matter Experts to assist you with operational change management expertise
“ By 2020, analytics will be used to reinvent, digitalize or eliminate 80% of business processes and products from a decade earlier.” – Gartner
Industry Partners
Primary Benefits
Mining the Interaction to derive insights that will improve the business
Detailed Benefits
Customer Service(CX)
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Improve CSAT / NPS
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Improve FCR (First Call Resolution)
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Reduce contacts (First call & Repeats)
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Reduce unnecessary transfers
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Improve WFM and agent utilisation
Collections
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Improve Promise to Pay
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Improve collections on P2P
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Identify reasons for default & reasons for not paying after P2P
Sales
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Improve conversion
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Improve NTU
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Improve CSAT on the sales process
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Root Cause analysis for Compliance Risk
Operational Effectiveness & Costs
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Improve training investment & costs
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Improve training effectiveness
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Reduce effort and agent time off calls for training
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Improve “time-to-quality” (Service, Sales & Early Collections
Customer Retentions
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Improve Customer retention
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Improve customer loyalty
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Identify reasons for customers leaving
Agent Effectiveness & Quality
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Improve QA accuracy & efficiency
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Improve overall agent effectiveness
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Improve Overall Improve agent compliance & mitigate risk
TESTIMONIALS
"I would highly recommend doing business with Genii Analytics. This company is professional and courteous. The staff is amazing and are willing and readily available to assist with any query. The one thing that strikes me about Genii is the fact that their staff is helpful and efficient. Working directly with IT, Operations , Finance and Reporting my queries never exceeded the turnaround times. The entire team works like a family unit. I would definitely do business with Genii"
FINANCIAL SERVICES COMPANY
The Enablement department has been working closely with Genii Analytics for the past year. Genii has played a critical role in developing the strategy for my Quality Management team, while supporting the delivery of insights, which enabled myself and my management team to deliver on key KPIs for the financial year. The support that I receive from Genii empowered my team to achieve positive transformation, performance improvement and financial gain.
GLOBAL TELECOMMUNICATION COMPANY
"With the help of Genii Analytics and our partner in the mobile telecoms business we have used the Genii AQA product to revolutionise the industry through a unique and very different non-traditional QA model. We are now able extract BI about upstream business processes failures that detracts from CX and also to analyse specific trends on contact centre agent responses to customers and the use of business processes. We have simple dashboard with very useful insights into our business"
LARGE TRAINING COMPANY
