Analytics & Reporting (Cloud Analytics · Real-Time)
Genesys Cloud Analytics provides real-time dashboards, historical reports, and AI-powered interaction analytics across all channels and all WEM data. Supervisors monitor queue health, agent performance, and SLA adherence in real time with configurable wallboards. Post-interaction analytics surface trends, compliance risks, and CX quality scores from 100% of recorded interactions — with export capabilities to data warehouses and BI platforms via open API.
Free Advisory
Fibi sources Genesys Analytics & Reporting (Cloud Analytics · Real-Time) at no cost to you. Our advisory is funded by the carrier.
Side-by-Side Comparison
We compare Genesys against 300+ carriers so you know you're getting the best solution for your needs.
Post-Sale Support
Dedicated advisor for the life of your contract — Fibi escalates issues on your behalf so you're never dealing with carrier support alone.
More from Genesys
Related Services
Genesys Cloud CX (Cloud Contact Center)
Genesys Cloud CX is the flagship platform — an enterprise-grade cloud contact center built on AWS microservices, designed for high concurrency and elasticity at scale. Supports inbound and outbound voice, digital channels, AI-powered routing, workforce engagement, and analytics in a single unified environment. Deployed by some of the largest contact centers in the world, with a weekly release cadence that delivered 406 new features in 2023.
Omnichannel Routing (Voice · Email · Chat · SMS · Social)
True omnichannel routing across voice, email, live chat, SMS, social media (Facebook, Twitter/X, Instagram, WhatsApp), and messaging apps — all managed through a single ACD with unified queue logic, shared agent desktop, and cross-channel interaction history. Customers can move between channels without losing context. Service level targets and routing policies apply consistently across every channel from one configuration interface.
AI & Automation (Gen AI · Dialog Bots · Agent Assist)
Genesys AI stack includes: Generative AI for agent summaries, knowledge article suggestions, and customer message drafting; Dialog Bot Flows (voice IVA) and Digital Bot Flows (chat/messaging self-service) built in a no-code flow designer; Agent Assist with real-time transcription, next-best-action prompts, and knowledge surfacing during live interactions; predictive routing that matches customers to agents based on outcome prediction; and sentiment analysis with automated quality scoring across 100% of interactions.
Workforce Engagement Management (WFM · QM · Gamification)
Fully integrated WEM suite: workforce management with ML-powered forecasting, scheduling, intraday management, and real-time adherence; quality management with call/screen recording, automated evaluation scoring, and coaching workflows; speech and text analytics providing compliance monitoring and trend detection across all interactions; and gamification with leaderboards, performance challenges, and agent wellness tools. Native to Genesys Cloud CX — no third-party WFM integration required.