Genii Analytics provides Interaction Intelligence solutions and GenAi powered features aimed at enhancing customer engagement through data analysis.

Genii Analytics

Genii Ai &amp; Analytics | 1,967 followers on LinkedIn. Leaders in Conversational Analytics.
Leveraging GenAi. | Globally, in more than 100 top brands, Genii has been trusted to unleash the transformative power of Interaction Intelligence by unlocking the patterns hidden deep within their conversations to service, sell, retain clients and collect better.

We help clients structure their customer interactions into actionable insights which serves as readily usable business and operational assets.

Discover how you can use Interaction Intelligence to realise transformation in your business.

Founder & CEO of Trilogy BPO. CEO & Founder Dealco Solutions. Founder Genii Ai & Analytics. CapeBPO Board of Advisors. Entrepreneur in CX BPO. CX…

Kobus Van Der Westhuizen

Interaction Intelligence Analyst

MDUDUZI DASE

Bridging the gap between people and tech

Tyler Dean Smith

Learn how >100 Top Brands use #interactionintelligence. Founder | Investor | Startup Advisor & Board Member | Chief Growth Officer (Marketing &…

Werner Tenten

Genii Ai & Analytics

🌍✨ Reflections on the BPESA GBS I BPO Conference and Alchemy Awards 2024 What an incredible experience it was attending this prestigious event. The event brought together the best and brightest minds in the Business Process Outsourcing (BPO) industry, creating an amazing opportunity to network with both local and international BPO leaders. From thought-provoking discussions on the latest industry trends to insightful presentations that deepened our understanding of customer experience transformation and data-driven strategies, the conference delivered on every front. It was a pleasure to engage in conversations with experts and exchange perspectives on how analytics, automation, and AI can be leveraged to redefine the future of the BPO landscape. Kudos to BAPESA for organizing such a remarkable event that not only celebrated the achievements in the industry but also provided a platform to build connections and explore new partnerships. #BAPESA2024 #GeniiAnalytics Nicola Jordaan Janke Piechaczek Dees Govender Rod Jones Reshni Singh

Saloshnee Pillay

🚀 Optimizing Agent Performance with Data-Driven Insights Managing agent performance effectively is key to delivering exceptional customer experiences. But the secret to sustainable success lies not just in setting targets—it’s in leveraging data-driven insights to guide performance improvements. Here's how data is transforming agent management: 📊 Identify What Works (and What Doesn’t) Data analytics uncovers patterns and trends, helping managers pinpoint which agents are excelling and where others might need additional coaching. ⚙️ Personalized Coaching for Agents Every agent is unique. With performance data, managers can tailor training to meet individual needs, targeting specific areas for development rather than relying on one-size-fits-all methods. ⏳ Boost Efficiency, Reduce Handle Time Live dashboards tracking metrics like Average Handling Time (AHT) and First Call Resolution (FCR) allow managers to offer real-time feedback, correcting issues before they escalate. 💡 Actionable Insights at Your Fingertips Moving beyond surface-level metrics, advanced data tools provide a deeper understanding of customer interactions—helping agents adjust their strategies to create meaningful connections. ✨ Empower Agents, Delight Customers When agents are supported with the right insights, they feel more confident, motivated, and empowered. The result? Happier agents and customers! Optimizing performance isn’t just about managing KPIs—it's about leveraging the power of data to inspire continuous improvement, guide personalized coaching, and ultimately create outstanding customer experiences. Let data drive your success by levering Interaction Intelligence! 📈 #DataDriven #AgentPerformance #ContactCenterExcellence #CustomerExperience #ContinuousImprovement #RealTimeInsights #BusinessTransformation #GeniiAI

Manage your call center operations in unprecedented ways. As a call center manager, you're no stranger to the constant hustle, tackling performance gaps, and striving to achieve maximum customer satisfaction. With Genii's interaction intelligence solutions, alleviate these pressure points by uncovering patterns hidden deep within customer conversations. Use these insights to supercharge your team's efficiency and lift your customer satisfaction to new heights. #CallCenterManagement #CustomerExperience #InteractionIntelligence

The first day of the BPESA GBS & BPO Conference 2024 was packed with insightful discussions and inspiring moments. Dees Govender took the stage to speak about “humics”—the unique human qualities like creativity, empathy, nuanced social understanding, and critical thinking that distinguish us from machines. He emphasized a transformative perspective: rather than simply replacing human agents with AI, we should focus on “Enabling AI with Humics in the Loop” to boost human efficiency and effectiveness. His closing message was both empowering and imaginative: the “how” is open to our imagination, which can become reality, with AI assisting humans in real time. One of the standout experiences was the silent session. With everyone wearing headphones to block out background noise from other sessions, it was a unique way to fully immerse in the presentation—how cool is that? Finally, we had a fantastic time reconnecting with everyone. It’s always a pleasure to catch up with colleagues and friends from across the industry. #BPESAConference2024 #BPESA2024 #Boundless

Frustrated with low sales conversion rates in your contact center? Imagine having the power to accurately pinpoint where potential customers drop off during sales calls. Even better, understand 𝘄𝗵𝘆. With actionable insights, you'll not only uncover the '𝘄𝗵𝘆' and '𝘄𝗵𝗲𝗻' behind those 𝗻𝗼'𝘀, but also have the capability to effectively harness these insights to bring transformation within your sales operations. Interaction Intelligence, a deep-root cause analysis solution, gives you the ability to do just that! Visit our website to learn more www.geniianalytics.com #GeniiAnalytics #InteractionIntelligence #Sales #ContactCenter #ConversationalAnalytics

Are you truly exploring your customer conversations to their fullest potential? By understanding the deep root causes behind breakdowns in customer journeys, you can transform and elevate service standards and boost your customer satisfaction levels. It's also important to understand that it's not just about improving your contact center performance; it's about delivering an overall better experience to the customer. Is your contact center equipped with the right solution to effortlessly deep dive into customer dissatisfaction?

We are proud to welcome Dees Govender to the stage at the Annual BPESA GBS | BPO Conference and GBS Alchemy Awards 2024. With over 25 years in the Contact Center industry across sectors such as financial services, telecommunications, and healthcare, Dees is a driven professional with a steadfast commitment to excellence and an accomplished expert in business operations and customer experience strategy. His expertise spans Contact Centre design, setup, and optimization. Also known for his ability to analyse complex situations and translate data into actionable insights and solutions. With less than 24 hours to go, view a list of our dedicated sponsors that have made this event one to remember - visit https://lnkd.in/gGyFK2MV #BPESA #GBS #BPO #BOUNDLESS #GBSConference #GBSEvent #GBSAwards #AlchemyAwards #Networking #SkillsExchange #Gauteng #Johannesburg #CountDown Genii Ai & Analytics

BPESA

Steer your team towards success by upskilling with Interaction Intelligence. Our Interaction Intelligence 101 program is designed to upskill your QA team into Interaction Intelligence Analysts. Now your team will be able to uncover patterns hidden deep within customer conversations—driving tangible results for your business. Learn more today! www.geniiacademy.com #InteractionIntelligenceAnalysts #QA #Upskill #Academy #Callcentre

Agent KPI failures, such as neglecting the next steps, incomplete negotiations, unresponsiveness, and a lack of objection handling, can pose significant obstacles to your collection success. Interaction Intelligence offers DEEP conversational analytics that are not only insightful but actionable. This enables you to uncover the hidden reasons for your collection challenges and, most importantly, leverage these insights to understand "𝗪𝗛𝗬" there are failures and be able to coach your agents for improved KPI performance. #AgentCoaching #InteractionIntelligence #GeniiAnalytics #ConversationalAnalytics

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Financial Manager

Altia Roux

Operations Executive

Dees Govender

Senior Business Analyst

Juanita Allers

Qlikview Developer

Lynn Petersen

CEO & Founder Genii Analytics (previous Pivotal Analytics)

Private NA - South Africa Companies (Top 10K)

South Africa Information Technology Companies

Cape Town Companies

Private South Africa Companies (Top 10K)

We live in an era of incredible innovations. Technologies are evolving rapidly, and alongside them the standard of exceptional customer service and experience. With SMART environments amplifying the voice of the customer, and customer service being done `At the Speed of Thumbs`, brands are excelling at providing memorable customer experiences through the channels of their consumers.

We, within the CX industry, are continuously striving for better customer engagement, with less effort from the customers end. The key to growing and retaining customers lies within increasing the value of the brand, while reducing the effort to gain that value. To do this effectively, it is essential that companies monitor their customers wants and needs in real time.

Genii is a platform that not only analyses the customer`s needs, but provides an artificially intelligent interface with which to engage and assist them. Genii`s team consists of professionals that are incredibly passionate about customer service and sales, and have built the Genii platform by combining over 200 years of combined operational expertise from their fields of industry.

Our goal at Genii is to provide the ultimate customer service and experience solutions, by providing companies with a platform that increases efficiency, effectivity and customer happiness.


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