Every conversation tells a story, we can help you act on it with AI-driven conversation intelligence.
Contact center leaders know the frustration all too well: you have mountains of data, but struggle to find actionable insights. Traditional reporting tells you what happened—call volume, handle time, resolution rates—but leaves you guessing about the why behind the numbers. When customer satisfaction scores dip or agent performance varies wildly, you’re stuck making decisions based on incomplete information.
Today, we’re excited to announce that our enhanced Transcript Analytics Integration is now available in beta for Brightmetrics for Genesys users, offering a solution to this persistent challenge.
The Strategic Advantage
This integrated approach transforms how you understand and improve customer experience. Instead of being stuck with static reports, you can flexibly explore which conversation patterns predict success, customize dashboards around your specific agent skills and KPIs, and identify operational changes that will have the biggest impact on both efficiency and customer loyalty.
Key benefits our beta users are already seeing:
- Replace guesswork with evidence-based insights about what drives customer satisfaction
- Identify high-impact improvement opportunities that traditional metrics miss
- Connect front-line interactions to business outcomes in ways that drive strategic decisions
- Reduce time-to-insight by eliminating data silos and manual correlation work
How It Works: Beyond Basic Reporting
Every customer conversation contains valuable intelligence that most organizations never capture. Why did that call take twice as long as usual? Which topics consistently lead to escalations? How does an agent’s communication style actually impact customer sentiment throughout the conversation?
These answers exist in your Genesys transcript data, but they’re often trapped in silos, disconnected from the operational metrics you use to run your business.
Our enhanced Transcript Analytics integration solves this by creating a unified intelligence platform that connects conversation insights with performance outcomes. Instead of being limited to Genesys’ pre-built reports, you get flexible BI tools that let you explore sentiment patterns, topic trends, and talk-time dynamics alongside your operational metrics—tailored to your specific KPIs and business needs.
What Makes This Different
We take Genesys’ rich transcript data—including their end-weighted sentiment scoring, topic identification, and interaction dynamics—and bring it to life through a powerful analytics platform designed specifically for contact centers. This means you can drill down, correlate, and customize views that rigid native reporting can’t provide.
More importantly, we seamlessly blend this conversation intelligence with your existing performance datasets:
- Queue Performance enhanced with topic trends and sentiment patterns by time of day
- Agent Performance enriched with communication effectiveness metrics and sentiment indicators
- Quality Evaluations connected to actual conversation dynamics and outcomes
Join the Beta Program
We’re looking for forward-thinking Brightmetrics for Genesys users who want to be among the first to experience this enhanced conversation intelligence capability. As a beta participant, you’ll get:
- Early access to the full Transcript Analytics integration
- Direct input on feature development and roadmap priorities
- Dedicated support from our product and engineering teams
- No cost participation during the beta period
The beta program is limited to ensure we can provide personalized attention to each participant. We’re particularly interested in organizations that:
- Have significant call volumes with rich transcript data in Genesys
- Are looking to better understand the connection between conversation patterns and business outcomes
- Have dedicated resources to provide feedback and work collaboratively with our team
Ready to Transform Your Contact Center Intelligence?
Stop juggling separate tools and start seeing the complete picture of how your customer conversations drive business results. The hidden story in every interaction is waiting to be discovered.
Contact our team to learn more about how Transcript Analytics can turn your Genesys conversation data into actionable insights tailored to how you actually run your business.
The Transcript Analytics Integration beta is available now for qualifying Brightmetrics for Genesys customers. Beta participation is limited and subject to application approval.
