Set Up Thunai AI Agents for Genesys Contact Centers

Upgrade Genesys with omnichannel AI agents, automated workflows, and guaranteed 100% quality assurance.

Set up Your AI Agent Now

70%

lower escalations

46%

better CSAT

32%

lower AHT

100%

visibility on calls

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

Thunai AI Agents Work Alongside Genesys 

Want to remove customer wait times altogether?

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

AI-Powered Automated Call Scoring

Track KPIs and 100% call quality from Genesys with AI-driven call scoring and  sentiment scores across all digital channels.

Intelligent Escalation and Action Item Tracking

Automatically create tickets, instantly send alerts, and flag high-risk customers to prevent churn based on keyword detection, sentiment thresholds

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

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 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.

What makes Thunai a leading AI for contact centers?

Thunai stands out as a leading AI for contact centers due to its advanced conversational intelligence and real-time agent assistance. AI Agents for Genesys have screenshare, voice chat, and email agents, automated notes, and sentiment analysis to improve your customer support.

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 is Genesys Agent Copilot?

Genesys Agent Copilot is an AI-powered tool that acts as a real-time assistant for contact center agents. It listens to conversations and automatically provides relevant information, step-by-step guidance, and knowledge base articles.

What is after-call work in Genesys?

After Call Work (ACW) in Genesys is the set of tasks an agent completes immediately after a customer interaction ends. This work includes logging call notes, updating customer records in the CRM, and sending follow-up emails. With Thunai, these full processes can be automated.

What is a contact center in Genesys?

A contact center in Genesys is a centralized software solution for managing all customer communications across various channels. It goes beyond a traditional call center by integrating voice, email, chat, social media, and other digital touchpoints.

What AI does Genesys use?

Genesys uses its own native, integrated AI platform across its Cloud CX solution. This AI powers predictive engagement, conversational bots for self-service, and real-time agent assistance. It's designed to orchestrate personalized, end-to-end experiences for both customers and employees.

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.