Better Together: Unlock the Full ROI of Genesys Cloud
OI sits on top of Genesys, analyzing every conversation in real time. See exactly why customers contact, what to automate, and who to coach, tied directly to cost and CX impact. No manual topic tuning or specialized resources required.
Trusted by 3,000+ Contact Center teams using Genesys
Finally, decision clarity from your Genesys data.
Genesys has the data yet most teams still struggle to interpret and act on it. Manual topic tuning and sample QA just weren't built to scale.
OI automatically transforms your unstructured customer conversations into precise, actionable insights and automated workflows with zero business lift.
Get decision clarity to avoid delays and costly missteps
Turn existing AI and tooling into real ROI
Operationalize agent coaching with proof, not opinion
Improve cost and CX at the same time
Operative Intelligence goes beyond analytics
Automatically classify contact drivers
Understand the root cause reasons why customers contact you - including the volume, cost, sentiment, satisfaction and resolution of every driver. In real time.
Rank automation and AI opportunities by ROI
Identify which inquiries to automate first based on volume, cost, and CX impact — before you spend tokens or time.
Automate QA and Agent Evaluations Without Extra Headcount
Get 100% QA coverage, real-time scoring, and performance flags automatically so you can spend less time evaluating and more time coaching and improving your teams.
Deliver Personalized Coaching at Scale
OI generates tailored coaching plans from real performance data—automatically linking feedback to actual interactions and tracking progress over time.
“OI gives us the insights we need to fix problems fast, align our teams, and deliver a customer experience we’re proud of”
Brendon Clark
Head of Workforce & Customer Improvement
Reduction in AHT
Increase in Resolution
Increase in CSAT
Built for decisions, not just analytics
Best for
Manually building and tuning topics
Designing and iterating analytics models over time
Sampling interactions for QA and interpretation
Ease of Use
Requires specialized resources
Best for
Automatically classifying 100% of customer interactions
Ranking automation and AI opportunities by cost and CX impact
Replacing sampled QA with objective, full-coverage insight
Ease of Use
Zero business lift. Done for you.
Live in 2 weeks.No lift.No re-platforming.
FAQs
No. OI sits on top of Genesys Cloud and complements Speech & Text Analytics. While Genesys provides powerful tools for exploration and customization, OI automatically classifies interactions and ranks what to automate, coach, or fix based on cost and CX impact, removing the manual effort required to turn insight into action.
Very little. OI integrates natively with Genesys Cloud and requires no re-platforming, tagging, or manual topic setup. Most customers are live in approximately two weeks with zero operational lift. OI is a done-for-you service.
Genesys provides dashboards and customizable analytics. OI goes further by automatically transforming your unstructured conversation data and ranking what to act on first by cost and CX impact. It’s built for decisions and execution, not manual configuration and interpretation.
OI identifies which inquiries will deliver the highest impact if automated, based on volume, cost, and CX impact, before you spend time or tokens. This ensures your AI investments are focused on the opportunities that will materially move results for customers and the business.
Instead of relying on sample based QA or pre-set topics, OI analyzes 100% of interactions and automatically translates insight into personalized coaching plans. Managers spend less time analyzing and more time coaching, while performance improvements become measurable and objective.
See what better together looks like
See exactly what to automate, coach or fix tied to cost and CX impact.
Thank you.
One of our expert team members will be in contact with you shortly
We appreciate your time in filling out this form, please keep an eye on your inbox.