Genesys

Overview

Genesys is one of the most widely used contact center platforms in the enterprise. It handles high volumes of customer interactions across phone, chat, email, messaging, and more, and captures detailed information about each one. For CX teams, Genesys is a critical system of record. It shows how customers behave when digital journeys fail, when frustration builds, or when they cannot find the help they need. The challenge is making that data useful beyond the contact center. Connecting Genesys to TheyDo gives teams a direct line from contact center operations to journey management. Instead of viewing support interactions in isolation, you can see how and where they fit into the broader customer journey. This helps you identify the moments that drive call volume, expose broken experiences, and increase service costs, and fix them at the source. Genesys collects large amounts of structured and unstructured data. This includes call logs, interaction volumes, wait times, routing paths, handle times, and resolution metrics. It also includes sentiment scores, recorded conversations, post-call surveys, agent notes, and topic tags. Together, this paints a clear picture of what customers are struggling with, how agents are responding, and where key patterns show up across products or segments. Once integrated with TheyDo, these signals are automatically connected to relevant journeys, making them immediately actionable.

What this integration enables in TheyDo

Bringing Genesys data into TheyDo allows you to surface the true voice of the customer. You can identify which journeys generate the highest contact rates, link them to specific problems, and score each opportunity by volume, impact, or cost to serve. As you implement changes, you can monitor key metrics to see if contact rates drop and satisfaction improves. Instead of retroactive analysis, you get a proactive system that continuously feeds insights into your journey strategy. For CX practitioners, this means cutting through the noise of raw call data to find what matters most. For executives, it creates a clear link between operational efficiency and customer experience. By connecting Genesys to TheyDo, your contact center becomes more than a cost center. It becomes a strategic input that helps drive decisions across the entire business. If you are looking for a way to make better use of Genesys data to improve customer experience, this integration gives you the structure, context, and insight to make every conversation count.