What is it?
The Genesys Cloud CX Adapter offers out of the box integrations which capture data as part of Engagement Data Management (EDM). This adapter manages the connectivity with the source communication system to securely and reliably capture real-time and near real-time interaction data including audio and extensible interaction metadata.
How does it work?
The Genesys Cloud CX Adapter is an out-of-the box capability that supports extraction of recorded voice conversations from the Genesys Cloud CX and ingests into Verint EDM.
Once configured, the adapter will utilize Genesys Cloud CX APIs and bring the recorded interactions into Verint EDM. Once interactions are available within Verint EDM, they will be normalized among other EDM Interactions and seamlessly available for Search, Replay, Quality Management, Speech Analytics and any other Verint applications which utilize recorded interactions.
The Genesys Cloud CX Adapter is built with resiliency features which ensure that data is not lost during connectivity or other service interruptions during the extraction process.
What is required to implement?
To implement the Genesys Cloud CX Ingestion Adapter, customers need:
What are the benefits?
Organizations can now bring Genesys Cloud CX based interactions into EDM to improve agent performance, gain customer insights, improve customer experience, and to achieve compliance recording needs.
What does it cost?
The Genesys Cloud CX Ingestion Adapter is provided to customers of Verint Cloud with EDM at no additional cost. Please download the attached PDF and contact your Account Executive for additional information.