How to Integrate Genesys Cloud and Symbl to Obtain Call Scores

Genesys Cloud is a contact center solution used by organizations to manage customer interactions across multiple channels. By integrating Genesys Cloud with Symbl's conversational intelligence, companies can extract valuable insights from interactions and optimize their contact center performance. Symbl's Call Score API provides a numerical score for each conversation, along with an individual score and detailed breakdown for defined criteria. This allows organizations to evaluate the quality of conversations, assess agent performance, refine communication guidelines, ensure compliance, and improve recruitment processes. The integration process involves setting up Genesys Cloud, configuring AudioHook Monitor, customizing the Call Score request, selecting which interactions receive call scores, and activating the integration.