Enterprise Experience Orchestration

The GoZupees Genesys integration connects AI voice agents to Genesys Cloud, the industry-leading customer experience platform serving enterprises worldwide. Genesys's sophisticated capabilities—predictive routing, journey analytics, and workforce optimization—gain powerful AI automation for next-generation customer engagement.

Genesys Cloud Native Integration

GoZupees AI agents operate natively within Genesys Cloud's microservices architecture. Deep integration with the platform's APIs enables real-time data exchange, event-driven workflows, and seamless interoperability with the broader Genesys ecosystem of applications and services.

Predictive Engagement

Genesys's industry-leading predictive routing capabilities extend to AI agent interactions. Machine learning models analyze customer context, agent skills, and predicted outcomes to optimize every routing decision. AI agents receive calls most likely to result in successful resolution, maximizing efficiency and customer satisfaction.

Journey Orchestration

AI agents participate in sophisticated customer journeys orchestrated across channels and touchpoints. Genesys's journey analytics provide visibility into how customers move through their experience, with AI agents contributing to seamless transitions and contextual continuity at every stage.

Workforce Engagement Management

Genesys WEM tools optimize blended AI-human workforces. Quality management evaluates AI agent interactions against defined criteria, performance management tracks metrics and trends, and gamification features motivate continuous improvement across your entire agent population.

AppFoundry Ecosystem

Through Genesys AppFoundry, AI agents can leverage hundreds of pre-built integrations and applications. Connect to specialized tools for your industry, extend functionality with partner solutions, and customize capabilities for unique business requirements.

Global Enterprise Scale

Genesys Cloud's global infrastructure ensures AI agents can serve customers worldwide with consistent performance. Geographic redundancy, automatic failover, and region-specific compliance ensure reliable operations regardless of where your customers or operations are located.

What This Integration Enables

Handle complex customer service interactions
Participate in omnichannel journey orchestration
Leverage predictive routing optimization
Update CRM and customer records
Generate interaction analytics
Support workforce management processes
Connect with AppFoundry integrations

Use Cases

Predictive Engagement

AI-powered predictive routing optimization

Journey Orchestration

Orchestrate seamless customer journeys

Cloud Native Deployment

Deploy on Genesys Cloud infrastructure

Workforce Engagement

Optimize workforce with gamification

AppFoundry Marketplace

Connect with 300+ marketplace apps

Global Contact Center

Enterprise-scale global operations

Quality Optimization

Continuous quality improvement

Real-Time Analytics

Real-time performance visibility

Data Synced with Genesys

Object	Fields Written
Customer Profiles	id, name, contact_info, journey_stage, preferences
Interactions	id, channel, queue, handle_time, outcome, quality_score
Journeys	journey_id, stage, touchpoints, sentiment, conversion
Workforce	agent_id, skills, schedule, performance, engagement