Enterprise contact center AI with Genesys Cloud CX
Connect AgentVoice to Genesys Cloud CX and bring AI voice agents into one of the most widely deployed enterprise contact center platforms in the world. Your agents work within Genesys’s routing engine, workforce management, and quality assurance infrastructure — handling calls at enterprise scale with the compliance, security, and reliability your organization requires.
For large contact center operations already running Genesys, this integration adds an AI automation layer without disrupting your existing architecture. Voice agents handle calls through Genesys’s ACD (Automatic Call Distribution), appear in workforce management forecasts, and generate the same interaction records your quality team already reviews. It’s AI that works within your contact center — not beside it.
What your agent can do
During the call
- Genesys ACD Integration — Voice agents receive calls through Genesys’s routing engine, respecting your existing queue priorities, skills-based routing rules, and overflow logic.
- Transfer to Human Agents — Escalate calls to Genesys agent queues with full interaction context, conversation attributes, and customer data attached to the interaction record.
- Customer Journey Context — Access Genesys interaction history to understand the caller’s previous contacts, open cases, and journey context before the conversation starts.
After the call
- Interaction Records — Every AI-handled call creates a standard Genesys interaction record with wrap-up codes, attributes, and conversation data for unified reporting.
- Quality Management — AI call transcripts and recordings feed into Genesys’s quality management workflows, giving supervisors the same evaluation tools for AI and human interactions.
- Workforce Management — AI-handled call volumes are reflected in Genesys WFM data, improving forecast accuracy and capacity planning across your blended workforce.
- Analytics & Reporting — All AI interactions appear in Genesys analytics dashboards, enabling side-by-side comparison of AI and human agent performance metrics.
Use Cases
Tier 1 Call Deflection
- AI voice agents handle the front line of your contact center — account inquiries, balance checks, order tracking, scheduling — resolving calls that don’t need a human
- Calls that require human judgment, empathy, or complex problem-solving route through Genesys ACD to the right skilled agent with full conversation context
- Contact center handles 30–50% more call volume without adding headcount, while CSAT stays consistent because humans focus on the calls that matter most
Seasonal Surge Management
- During peak periods — holiday season, open enrollment, product launches — AI agents scale instantly to absorb the spike in call volume
- Genesys WFM integration means your forecasting accounts for AI capacity alongside human agents, so staffing models stay accurate
- When volume drops, AI capacity scales back with no severance, no offboarding, and no impact on your permanent team
Compliance-First Industries
- For healthcare, financial services, and government — where every interaction must be recorded, audited, and compliant — AI calls run through the same Genesys infrastructure as human calls
- Interaction records, recordings, and transcripts are stored and managed through Genesys’s compliance framework with the same retention policies and access controls
- Quality management teams evaluate AI interactions using existing scorecards and workflows, ensuring consistent standards across your entire operation