The Genesys S3 Exported Multimedia Ingestion Adapter is an out of the box capability that supports the ingestion into Verint EDM of recorded voice conversations.

How does it work? 

The recorded audio files and conversation metadata must first be exported to an Amazon AWS-S3 cloud environment using the Genesys Recording Bulk Export functionality. Once configured, the adapter accesses the required data from the Amazon AWS-S3 environment and uses the Genesys Cloud CX APIs to bring the interaction data into Verint EDM.  Once the interactions are available, they are normalized with other EDM interactions and are seamlessly available for search and replay, as well as use by Verint Quality Management, Speech Analytics and any other Verint applications which utilize recorded interactions.

The Genesys S3 Exported Multimedia Ingestion Adapter is built with resiliency features that ensure that data is not lost during connectivity or other service interruptions during the extraction process.

What’s required to implement it?

The following are required to implement the Genesys S3 Exported Multimedia Ingestion Adapter:

• Genesys Cloud CX 
• Verint Engagement Data Management
• Amazon AWS-S3
• Client ID and Client Secret from Genesys Cloud CX
• Access Key and Secret Key from Amazon AWS-S3
• API keys for Verint EDM

What are the benefits of using it?

The use of this adapter provides the following key benefits:

• Securely and reliably manages connectivity with an Amazon AWS-S3 source system of exported Genesys conversation data including audio and extensible interaction metadata.
• Allows all customer interaction data to be managed in one place using Verint Engagement Data Management (EDM)
• Genesys Cloud CX based interactions can be managed alongside other interaction data for compliance recording needs, and analyzed to help improve agent performance, gain customer insights, improve customer experience.
• Enables Verint Quality Management to evaluate the quality of interactions that occur through the Genesys communication platform
• Enables Verint Voice Analytics to process Genesys interactions and deliver insights through sentiment analysis, categorization, and key driver analysis

How much does it cost?

The Genesys Cloud CX Ingestion Adapter is provided at no additional cost to customers of Verint Customer Engagement Platformwith EDM. Please download the attached PDF and contact your Account Executive for additional information.