Genesys Call Data Integration

This new integration allows Genesys Cloud CCaaS customers to import call metadata such as agent name, call disposition, hold time, and other call data into the matching Invoca call record when the call ends.

Key Benefits

Customize it

• Any available data field in Genesys Cloud can be added to Invoca call records

Improve Agent Scoring & Coaching

• Agent ID: Match each Invoca call record with the agent who handled the call 
• CX Related: Use data on hold time, agent skill level, and transfers to improve agent evaluations and coaching

Power Better Marketing Performance

• Enhance insights: Combine call dispositions with marketing source and campaign data in Invoca
• Supports Smart Bidding: Allows marketers to bid according to call qualification or conversion
• Uncover Experience Issues: Identify digital sources leading to long hold times or multiple  transfers

How to get started

• The integration installer available in the Genesys AppFoundry
• You can read more about Invoca PreSense for Genesys Cloud in this blog post. 

Availability & Implementation
This feature is available now and included in all editions at no additional cost

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• Improve agent scoring and coaching
• Increase marketing campaign performance
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