Genesys Integration
Get more from Genesys with intelligent, context-aware AI Agents
Our platform enhances Genesys with real-time understanding, dynamic routing, and automated handovers, creating smoother experiences for customers and agents alike.
Intelligent conversation and workflow automation for Genesys
This integration adds deep AI capability to your existing Genesys environment, enabling smarter routing, faster service, and improved operational insight without disrupting your setup.
AI Agents interpret intent, emotion, and context across every channel, adjusting priorities, routing, and workflows automatically.
Powered by our TrueX AI framework and governed by enterprise controls, every interaction is transparent, compliant, and measurable.
No unmanaged automation. No black-box behaviour.
Only intelligent, governed AI Agents that extend the power of Genesys.
Advanced Capabilities
Intent-based routing and prioritisation
Pass rich metadata from AI Agents to Genesys to route customers based on intent, sentiment, or business value.
This improves routing accuracy and reduces queue management overhead while keeping decisions transparent and auditable.
Cross-channel continuity
AI Agents can use real-time Genesys data such as queue load or wait times to adapt experiences dynamically, for example offering to switch a customer from voice to in-app chat when it is faster to resolve.
Cross-channel orchestration
Understand how customers use voice, chat, and in-app messaging, and move them seamlessly between channels when it improves efficiency or experience.
Every transition is tracked and logged to maintain full context and compliance.
Intelligent handovers with structured insight
When escalation is needed, AI Agents generate structured handover notes with verified data, sentiment, and a “next best action.”
Notes include structured fields and contextual links for fast, compliant handling.
AI-assisted queue management
Simplify Genesys configuration by letting AI determine the best queue or skill group based on live intent and context. Routing logic is defined in natural language and governed through Enterprise Controls for full auditability.
Compliance and performance analytics
AI workflows analyse large volumes of calls and messages to identify compliance risks, training opportunities, or process improvements. AI Agents generate richer metadata than standard Genesys reporting for more actionable insights.
Key benefits
- Smarter routing through TrueX AI understanding
- Dynamic prioritisation and experience adaptation
- Reduced AHT and improved agent efficiency
- Real-time channel flexibility and continuity
- Simplified queue logic and workflow management
- Richer compliance and quality insights
Governed by enterprise controls
Every integration with Genesys operates under enterprise controls, ensuring:
- Versioned logic, prompts, and routing configurations
- Approval workflows for all updates and deployments
- Secure data handling and privacy alignment
- Comprehensive audit trails and live performance monitoring
Zero Risk AI framework
Safety by design
Zero Risk AI ensures every AI-driven decision, action, and message operates within enterprise boundaries, preventing hallucinations, unauthorised actions, and unsafe automation.
Enterprise-grade assurance
Built on AWS with native encryption, data isolation, and secure communication.
Certified to SOC 2 Type 2 and ISO/IEC 27001, with all processing and storage remaining in Australian regions to maintain full data sovereignty. See the Trust Centre.
Rules. Governance. Confidence.
Extend Genesys safely with a framework that guarantees visibility, control, and verifiable trust.
The Genesys integration transforms your contact centre into an intelligent, adaptive environment
Powered by TrueX AI and governed by Enterprise Controls, it delivers dynamic routing, contextual automation, and safer, more consistent customer experiences.
Enhance Genesys with enterprise AI.
See how TrueX AI adds intelligence, context, and control to your Genesys platform.
