Integrations · Genesys Cloud CX
PolyglotCX for Genesys Cloud CX
Real-time audio capture over AudioHook v2, authenticated by organisation ID, streaming straight into transcription, PII redaction and evidence-backed QA scoring.
Supported today
How the Genesys Cloud CX integration works
AudioHook v2 streaming
A WebSocket connection streams call audio to PolyglotCX in real time for near-live processing.
Org-scoped authentication
The integration authenticates by Genesys organisation ID, isolated per tenant.
Same pipeline, same output
Streamed calls produce the same transcript, summaries, ticket and QA evaluation as any other source.
On the roadmap: A Genesys embeddable / WebRTC-station agent experience is part of the softphone and agent-desktop development track. Follow the softphone and agent desktop for progress.
What you get
Every call, scored and structured
100% QA coverage — every Genesys Cloud CX call evaluated against your scorecard
Multilingual transcription with auto language detection and custom vocabulary
Evidence-backed scores with a transcript quote behind every criterion
Voice-to-ticket — a structured CRM ticket drafted from each call
Screen Behaviour QA and a Coaching Hub on top of the same data
Results out over Kafka to your CRM, BI warehouse and alerting
Connect Genesys Cloud CX in a day
Bring one real recording and we’ll run it through the full pipeline on the call.
Book a Demo →