AI Call Analytics for Genesys Cloud Telephony Integration
AI-Powered Conversation Intelligence for Genesys CloudTurn every Genesys Cloud conversation into actionable business intelligence with transcription, call summaries, sentiment analysis, and conversation analytics powered by artificial intelligence. Empower your teams to enhance the customer experience, improve the performance of agents, and accelerate business decisions.
Is This What Your Team Is Facing?
Handling thousands of customer interactions in Genesys Cloud, with no AI-driven insights, results in a quality drain and makes it hard to coach agents and gather actionable customer insights.
Manual Call Reviews Are Time-Consuming
Quality assurance and coaching are delayed by the need to listen to calls manually.
Limited Customer Sentiment Visibility
Ordinary recordings do not leave traces of the feelings or satisfaction of customers.
Agent Performance Is Difficult to Measure
Traditional reports don’t show us how well agents actually talk to customers.
Compliance Monitoring Requires Manual Effort
Monitoring calls one by one exposes you to even more risk, and it increases your operational costs.
Customer Insights Remain Hidden
It is difficult to analyse issues that are repeat issues, product feedback or customer concerns en masse.
Basic Reports Lack Conversation Intelligence
Call-based statistics alone tell you nothing about why conversations succeed or fail.
How Genesys Call Analytics Works with Verbix
From call capture to actionable insight in four seamless steps — no agent retraining, no infrastructure overhaul, no disruption to your existing Genesys workflows.
Connect your Genesys Cloud Platform
Connect Your Genesys Cloud Platform Interface securely to your Genesys Cloud environment with Verbix via supported APIs and call recording methods.
AI Transcribes Every Conversation
Automatically generate:
AI Generates Actionable Insights
Analyze every conversation for:
Monitor Everything from One Dashboard
Get real time business intelligence information on one single, centralized AI analytics dashboard.
AI-Powered Genesys Cloud Analytics Dashboard
Get full transparency into customer interactions, and agent performance.
Analyze Every Genesys Customer Conversation
Audit all internal, outbound, support, and collaborative channels on a single dashboard.
Customer Support
Recognize repeated customer questions and enhance service performance.
Sales Calls
Study buyer intent, customer objections, and the sale inflection points.
Internal Helpdesk
Increase the efficiency of internal support through conversation insights.
Finance & Billing
Monitor quality and consistency of billings conversations.
Technical Support
Detect frequent errors and reduce solution time.
Agent-to-Agent Collaboration
Review internal conversations to enhance collaboration and knowledge sharing.
Powerful AI Capabilities
Verbix integrates multiple large language models to construct reliable call profiles.
AI Call Transcription
Transcribe every Genesys call and store it as searchable text.
AI Call Summaries
Write brief summaries of all customer calls.
Customer Sentiment Analysis
Monitor your customer’s feeling along the journey of each conversation.
AI Conversation Search
Search conversations in real time for keywords, summaries, agents, or customers.
Agent Performance Insights
Leverage AI-created agent performance metrics to find your best and worst agents.
Keyword & Topic Detection
Identify key topics of discussion and most frequently used keywords.
CRM Integrations
Push the AI-generated insights back into your CRM or other business apps.
API Integration
Connect your existing business processes to Verbix AI through our secure APIs.
Custom Monitoring
Tailor customised conversation metrics based on your business objectives.
Flexible Enterprise-Grade Deployment
Select the deployment option that best meets your business and compliance needs.
Shared Cloud
Fast deployment with secure cloud infrastructure.
- Small Businesses
- Growing Teams
- Quick Implementation
Private Cloud
Dedicated cloud infrastructure with enhanced security and compliance.
- Mid-Sized Organizations
- Healthcare
- Financial Services
Self-Hosted
Deploy within your own infrastructure for complete control over your data.
- Enterprise Organizations
- Government
- Regulated Industries
Start Small. Scale When Ready.
Deploy quickly and expand as your organization grows.
Connect Genesys Cloud
Securely link your platform
Enable Call Recording
Configure call audio capture
AI Processes Conversations
Automated analysis of every call
View Insights Instantly
Check summaries and scorecards
For CIO & IT Teams
Verbix is designed to meet enterprise IT and security requirements.
- Secure API Integration
- Enterprise Authentication
- Role-Based Access Control
- End-to-End Encryption
- Scalable Architecture
- Flexible Deployment Options
Real Results, Real Impact
Organizations using AI-powered conversation analytics typically achieve:
70%
Faster QA Reviews
90%
Reduced Manual Monitoring
35%
Increased Agent Productivity
25%
Higher Customer Satisfaction
60%
Faster Issue Resolution
100%
Searchable Call Archive
Customer Success Stories
Discover how businesses transform their call operations and customer conversations with Verbix.
Frequently Asked Questions
Yes. With its integration with Genesys Cloud, Verbix can now analyze recorded calls and provide AI-powered conversation intelligence.
Yes. Summaries generated by AI are available right after the end of every conversation in an effort to reduce the manual work and make the follow-up easier.
Yes. Customer sentiment is a good measure, but an unreliable one, and Verbix can now sense it within the call.
Yes. Search conversations by keyword, AI summaries, agents, customers or call metadata.
Yes. Verbix works on shared cloud, private cloud and on-premises installation options.
Connects with tools you already use
Verbix integrates seamlessly with your favorite CRM, helpdesk, and telephony applications to automate workflows.
