The Future of Customer Service: Powered by Agentic AI

Set Up Thunai AI Agents for Genesys
Contact Centers

Add human-like AI Voice Agents that help customers on Genesys Cloud or Genesys Engage. Enable actionable omnichannel intelligence and Automate quality assurance 100%, to monitor agent performance and track escalations across all channels.

Book a Demo

See How Thunai AI Agents and Genesys Work Together

See agent availability in real time on Genesys
Automate quality assurance and monitoring
Track engagement metrics with one dashboard

How Thunai Tracks Genesys Customer Interactions in Real Time 

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Integrate Thunai With Genesys Cloud and Genesys Engage

Calls, chats, and digital messages are automatically transcribed, sentiment-analyzed, and scored with AI-powered call scoring and interaction analytics in Genesys.

You get a comprehensive view of customer journeys, agent performance, and escalation alerts

Make use of Thunai Voice, Chat, and Email agents for instant 24/7 customer self-service and omnichannel engagement within Genesys

Is Your Genesys Contact Center Missing Out?

From Interaction to Action

Every Action, One Dashboard: A Centralized Hub for Genesys

Stop letting interaction data evaporate after a call ends. Thunai captures every conversation within Genesys. Our AI automatically transcribes and analyzes sentiment, scores agent performance, identifies escalations, flags specific action items, and even shows the availability of agents that work on Genesys.

More Powerful Conversations
Deeper Intelligence

Thunai AI Agents Work Alongside Genesys 

Want to remove customer wait times altogether?

Use Thunai voice, chat, and email agents to reduce wait times with AI-powered omnichannel agents. 
Get human-like voice agents that are secure and compliant for conversations via voice and chat automation
Enable smooth hand-offs between AI agents and live Genesys operators

AI-Powered Automated Call Scoring and Agent Performance Monitoring

Achieve 100% quality monitoring with objective, AI-driven call scoring for voice, chat, and digital channels on Genesys.
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Track KPIs from Genesys such as talk-to-listen ratios, script adherence, sentiment scores, and compliance in real time

Intelligent Escalation and Action Item Tracking

Configure multi-layered automation rules based on keyword detection, sentiment thresholds, and specific customer behaviors

Automatically create tickets, send alerts, and flag high-risk customers to prevent churn

When Thunai Elevates Your Genesys Contact Center

45%

Reduction in Agent Ramp-Up Time
Head of Enablement

70%

Faster onboarding and better agent coaching
VP of Operations

100%

Quality Assurance & Compliance Coverage
Director of Customer Experience

Your Workflows. Your Business Logic.
Our AI Agents for Genesys.

Deploy Custom AI Workflows in Minutes

Build and launch automated workflows with an intuitive, no-code interface. Configure everything from complex call scoring and multi-point compliance checks to automated ticketing rules and escalation alerts. Keep all data synchronized in real time to ensure precise, actionable insights

Native Integration with Genesys

Thunai is built to enhance, not replace. It connects seamlessly with your Genesys instance and the rest of your technology stack. This includes CRMs and helpdesks to provide a single source of truth without disrupting your established operations

Ensure Accuracy with Real-Time Data Sync

Empower your Agents and managers with precise, up-to-date information. Thunai syncs with your knowledge bases, customer databases, and operational systems to ensure that all analysis and scoring are based on the latest context, leading to more accurate insights and fairer evaluations.

Industry-Focused AI Agents That Understand Your Customers

Healthcare
E-Commerce & Retail
Travel & Hospitality
Banking & Finance
Telecom

Reimagine Patient Experience and Care Journeys with Thunai

Deploy human-like AI agents that handle appointment scheduling, prescription reminders, and multilingual patient support

Deliver Faster Resolutions and Happier Shopping Experiences

Thunai AI voice agents support shoppers in multiple languages, handling inquiries, orders, and returns with empathy.

Make Every Journey Smoother with AI-Powered Guest Assistance

Deliver lifelike voice support for travelers, from bookings to cancellations, in 150+ languages.

Build Lasting Trust Through Intelligent, Secure Customer Conversations

Thunai AI voice agents simplify customer queries with secure, real-time assistance.

Scale Customer Support for Millions of Subscribers with Ease

Support millions of customer calls with intelligent, human-like AI agents.

Why Choose Thunai AI Agents for Genesys?

Automates Routine Contact Center Tasks

Flags At-Risk Customers + Escalations

Unbiased, Real-Time Agent Performance Analytics

Operates in Over 150 Languages for Global Engagement

Instant Responses With 24/7 Availability

Objective Agent Scores

Understands Complex, Multi-Turn Conversations

All The Features You Need for Genesys AI Contact Center Excellence

Complete Interaction Visibility

All interactions are captured with detailed transcripts, while AI-driven sentiment analysis helps in understanding customer emotions. Topic detection identifies the main themes of each conversation, and speaker diarization separates and labels different speakers to ensure clarity and accuracy.

Automate Quality and Compliance Management

The system ensures 100% adherence to scripts and regulatory requirements such as PCI and HIPAA, while providing instant alerts for any deviations. It also maintains immutable audit trails to guarantee transparency, compliance, and accountability in every interaction.

Drive Agent Effectiveness and Coaching

Team leads are equipped with data-backed coaching tools, granular scorecards, and shareable best practices, enabling them to continuously improve skills and drive better performance across the team.

Works With The Tools You Already Use

A lab full of chairs and

Every Interaction is Now an Insight

Thunai gave us the visibility we never had. We went from manually sampling 2% of calls to having 100% coverage with automated scoring and ticketing. We’ve closed the loop on countless follow-up items that used to fall through the cracks

100%

coverage from calls with automated scoring & ticketing

2% → 100%

Improvement in call sampling visibility

Built for the Future of
Customer Service.

Proven to Deliver Results.

See why leading contact centers trust Thunai AI agents for Genesys for a better workflow.

Book a Demo

Still Got Questions?

What is WFM in Genesys?

WFM in Genesys stands for Workforce Management. It is a set of tools used to forecast interaction volumes and schedule the right number of agents to meet service levels. These help improve staffing, adherence, and labor costs.

What is CTI in Genesys?

CTI in Genesys stands for Computer Telephony Integration. This technology connects the telephone system with computer applications, allowing them to interact. For example, CTI enables features like screen pops, which display customer information on an agent's screen when a call arrives.

What are the top use cases for AI in a contact center?

Top use cases for AI agents for enterprise contact centers include 24/7 self-service for customers (password resets, order status), intelligent call routing, real-time agent assist (providing answers and guidance), automated quality assurance, and proactive customer outreach for appointments or alerts.

How quickly can Thunai AI be integrated with Genesys?

Thunai AI can be integrated with Genesys in as little as 30 minutes. The platform's pre-built connectors and APIs facilitate a rapid connection. This quick setup allows contact centers to use advanced AI capabilities without a lengthy set up process.

Want to Unlock the Full Potential of Your Genesys Contact Center?

Activate Thunai AI Agents for Genesys today to automate QA, improve agent performance, and deliver effortless omnichannel customer experiences.