Interaction Management & Unification for Genesys and Genesys Cloud

Genesys Cloud Interaction Management & Unification

Across your organisation, you are likely to have multiple repositories where customer interactions are being retained, either as part of regulatory requirements or your own best practice. These legacy repositories may contain call recordings from Genesys Engage, PureEngage or PureConnect, copies of text-based interactions such as SMS, chat, and email, and potentially even video.

Your challenge is that this legacy interaction data is likely to sit on old platforms that you no longer want to support, in formats that are not necessarily secure and compliant with the latest regulations like the Privacy Act, GDPR, and PCI DSS.

Good news! We help you to consolidate these recordings into a unified repository with your current and ongoing interaction data, providing you with a single pane of glass onto your legacy recordings while also ensuring that sensitive data is redacted, and potential toxic data is remediated.

Along with Genesys Cloud, we can support a variety of other interaction data from telephony, contact centre, voice recording, and messaging platforms including:

Amazon Connect, Five9, Microsoft Teams, Mitel, NICE inContact, RingCentral, Zoom, Alcatel-Lucent, Avaya, Cisco, LG-Ericsson, NEC, Panasonic, Samsung Electronics, Siemens (Unify), Harrison, Kenwood, Motorola, Omnitronics, Tait, Zetron, 8×8

Extended Retention and Seamless Access

While Genesys Cloud limits retention of screen recordings to 1 year, Liquid Voice provides:

• Unlimited retention periods to meet your specific compliance needs
• Instant access to all recordings, regardless of age, without manual unarchiving
• A unified platform for easy search and retrieval across multiple recording sources

Streamlined Multi-Platform Management

If you’re managing recordings across various platforms, Liquid Voice simplifies your workflow:

• Consolidate recordings from Genesys Cloud and other current systems with any legacy systems in a single, searchable repository
• Eliminate the inconvenience of searching multiple platforms
• Preserve access to historical data, even when migrating away from Genesys Cloud

Seamless Integration and Migration Support

Liquid Voice specialises in:

• Smooth integration with your existing Genesys Cloud setup
• Expert support for legacy data migration and archiving during platform transitions
• Partnerships with Genesys Cloud providers to ensure compatibility and optimal performance

Genesys Cloud Interaction Analysis

Interaction analytics just got a whole lot smarter. Once you’ve housed all legacy and current recordings in one unified repository, you unlock the chance to analyse it together and answer bespoke questions with the help of our AI-powered interaction analytics assistant, AILSA.

Our interaction insights assistant lets you overlay the capabilities of AI with our speech and text analytics solution – empowering frontline call handlers and enhancing CX with the latest intelligent technology. This tool can give insights into professionalism, identify sales opportunities, automatically identify and explain process issues, and even give subjective feedback on what a call handler could do better.

• Market-Leading Accurate Voice & Video Transcription
• Automated Summaries & Sentiment
• Intelligent Interaction Analytics
• Integration with Industry-Leading Data Visualization Tools