Millions of calls distilled
into answers.

If your business relies on Genesys for contact center operations, you’re likely familiar with its robust capabilities. But here’s the challenge: many companies using cloud-based contact center platforms don’t fully control their own data. 

That’s where Hear comes in. Our seamless integration with Genesys ensures you own, control, and analyze your customer interactions without vendor-imposed limitations. And the best part? We handle 100% of the integration process for you. This guide will walk you through why data ownership matters, how we integrate with Genesys via AWS S3, and the benefits of connecting your Genesys data with Hear for AI-driven insights.

1. Why Data Ownership Matters in Contact Centers

Genesys offers powerful contact center tools, but accessing and using your interaction data outside its ecosystem can seem complicated—when in fact, it's a fairly straightforward process. In this section, we’ll walk through the common challenges of limited data access, and more importantly, the benefits of knowing how to unlock and leverage your data to its full potential.

Key Challenges of Limited Data Ownership

• Restricted Access: Your interaction data is often stored in proprietary formats, making it difficult to extract and analyze elsewhere.
• Limited Analysis Options: Vendor-locked analytics tools may not provide the depth of insight needed for strategic decision-making.
• Compliance & Security Risks: If your data is stored outside your organization’s infrastructure, meeting industry-specific compliance requirements can be difficult.
• Lack of Integration Flexibility: Many companies struggle to connect their contact center data with AI solutions, automation tools, and third-party analytics platforms.

Benefits of Owning Your Data with Hear

• Full Access & Control: Decide how and where your customer interaction data is stored, used, and analyzed.
• Vendor-Agnostic Analytics: Use Hear or any analytics platform of your choice without being locked into a single provider.
• Compliance & Transparency: Ensure alignment with internal security and regulatory policies.
• Cross-Platform Integration: Leverage AI-powered insights across CRM, workforce management, and QA tools.

2. How to Access and Extract Your Genesys Data

If you're using Genesys Cloud CX, the easiest and most effective way to access your conversation data is via the AWS S3 Recording Bulk Actions Integration.

This built-in Genesys capability allows you to automatically and securely export all your voice interaction recordings directly to an Amazon S3 bucket—which we then connect to Hear.

Step 1: Setting Up the AWS S3 Integration in Genesys

Here’s the good news: you don’t need to do this yourself. We handle the setup. But if you're curious about how it works:

Genesys provides native integration to bulk export interaction recordings to an S3 bucket. This includes:

• All recorded calls
• Metadata like agent ID, call duration, and timestamps
• Secure and encrypted file transfer

To configure the AWS S3 integration, Genesys administrators typically:

1. Add the AWS S3 Recording Bulk Actions Integration from the Genesys AppFoundry.
2. Enter the destination S3 bucket details.
3. Set up export policies and triggers for bulk actions.

Full details can be found here and here.

But again, we handle all of this for you, end-to-end. Our team will guide your Genesys admin through the process or do it on your behalf, ensuring your data gets where it needs to go.

Step 2: Connecting Your S3 Data to Hear

Once your call recordings are landing in your S3 bucket, we:

• Automatically detect and ingest the files
• Parse call metadata and recordings
• Integrate everything into Hear’s analytics platform in near real-time

No manual uploads. No data formatting. Just plug and play.

3. Analyzing Your Genesys Data with Hear

Once your integration is set up, Hear starts doing the heavy lifting. You will access:

• Sentiment & Emotion Analysis
  Instantly detect frustration, confusion, or satisfaction in every customer interaction to proactively manage experience and outcomes.
• Agent Performance Monitoring
  Measure key metrics like first call resolution, handle time, and script adherence. Identify coaching opportunities and celebrate top performers.
• Churn & Retention Insights
  Spot early signs of dissatisfaction and disengagement, and take action to prevent churn and increase loyalty.
• Compliance & Alert Monitoring
  Set up automated alerts for compliance risks, escalation triggers, or key keywords—like “lawsuit” or “cancel”—across 100% of your calls.
• Advanced Reporting, Tailored to Your Business
  Access customizable dashboards and exportable reports designed around your goals—from operational efficiency to revenue impact.
• Natural Language Querying (No Rigid Modules)
  Ask questions in plain language like “Which agents had the most escalations last week?” or “Show me all calls with negative sentiment from VIP customers”—and get instant answers.

Everything is fully integrated, and tailored to your business needs. 

4. The Next Step in Your AI-Powered Contact Center Journey

Integrating Hear with Genesys through AWS S3 is the fastest and most secure way to unlock your voice interaction data and turn it into actionable insights.

Ready to:

• Fully control your customer interaction data?
• Go beyond basic dashboards and dig into real behavioral trends?
• Unlock the full potential of AI in your contact center?

We’ll take care of everything. From integration to insights, our team is here to get you up and running with no technical hassle.

Ready to own your data and drive better decisions? Contact us for a demo or speak with our team about integrating Hear with Genesys today!

We’ve rolled out some major enhancements designed to make your workflows faster, smarter, and more efficient. If you’re dealing with large datasets, complex call histories, or agent performance tracking, these updates will make a real difference in how you extract and use insights.

Here’s what’s new:

✅ Smarter Search Bar – Find critical information faster across massive datasets.
✅ Call History Insights – Full visibility into a customer’s journey without manual digging.
✅ Agent Evaluation + MagicAPI – Seamless integration and automated insights for agent performance.

Let’s dive into the details.

Smarter Search Bar: Speed, Scale, and Precision

What We’ve Improved:

Our enhanced search bar now allows you to retrieve relevant insights more efficiently by:

• Indexing and querying a broader dataset while keeping performance fast and responsive.
• Maintaining accuracy and relevance, even when dealing with high-volume searches.
• Improving search precision to surface insights that matter, rather than returning noise.

Why This Matters?

Tech Perspective: We’ve optimized indexing and query performance, meaning searches now scale better, whether you’re filtering millions of interactions or tracking a specific keyword trend across months of data. No lag, no unnecessary compute drain.

Business Impact: When you can quickly find patterns, track customer behavior, and retrieve specific call records, you empower your teams with instant insights. This leads to:

• Better decision-making (e.g., identifying service trends before they escalate).
• Increased efficiency (less time spent hunting for data).
• More responsive customer service (agents can surface key details instantly).

Call History Insights: Full Customer Context at a Glance

What We’ve Improved:

Now, when reviewing a call summary, you can instantly access past calls from the same caller. No more manually searching or cross-referencing multiple records—everything is presented in a single view with linked interactions.

Why This Matters?

Tech Perspective: We’ve upgraded our data retrieval system to automatically associate calls based on caller identification. This means:

• Calls are linked intelligently, even across different timeframes.
• Sentiment tracking is now easier over time.
• Recurring issues can be flagged faster, reducing redundant work.

Business Impact:

• Faster resolutions – Agents and managers spend less time searching and more time solving.
• Personalized service – A full history means better context, leading to smoother customer interactions.
• Higher satisfaction rates – Customers don’t have to repeat themselves, which reduces frustration.

Agent Evaluation + MagicAPI: Smarter Performance Tracking, Less Manual Work

What We’ve Improved:

With MagicAPI integration, our agent evaluation tool now offers:

• Seamless setup – You can define evaluation criteria manually or connect MagicAPI for instant insights.
• Less maintenance – Once connected, the system continuously evaluates without extra configuration. 

Why This Matters?

Tech Perspective: This integration allows agent evaluation to be handled more dynamically, using API-driven automation instead of just rule-based scoring. This reduces manual intervention and makes performance tracking smarter.

Business Impact:

• Faster onboarding.
• Accurate agent performance insights with less setup work.
• Better coaching and training through automatically surfaced insights.

These updates are designed to eliminate friction, speed up insights, and improve overall efficiency. Whether you’re optimizing search, tracking customer journeys, or evaluating agents, we want data to work for you—not slow you down.

Let us know how these improvements impact your workflows, and if you have any feature requests, we’re all ears! 

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Customer churn is a major concern for contact centers. Losing customers not only affects revenue but can also harm brand reputation. Research from G2 shows that increasing customer retention by just 5% is significantly more cost-effective than acquiring new customers.

The good news? Conversation intelligence software and call center analytics now offer advanced tools to proactively detect churn risk by identifying frustration, monitoring sentiment, and predicting potential churn signals. These insights go beyond traditional call center quality management, helping you take meaningful actions before it's too late.

In this blog, we’ll explore six key strategies to reduce churn risk and enhance customer retention using contact center analytics software and call monitoring software.

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1. Leverage Predictive Analytics to Stay Ahead of Churn

Understanding churn risk before it escalates is essential. Predictive analytics in call center analytics software helps detect patterns in customer interactions, allowing contact centers to anticipate dissatisfaction and take proactive steps.

For example, if a customer repeatedly contacts support about the same issue, conversation intelligence software can flag this as a high churn risk.

Actionable Tip: Use predictive analytics from conversation intelligence software to forecast customer behavior trends and adjust agent training accordingly.

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2. Monitor Negative Sentiment with Speech Analytics

Tracking customer sentiment is one of the most effective ways to assess churn risk. Customers who express dissatisfaction with phrases like “This is the worst experience” or “I’m really disappointed” are at high risk of leaving.

With speech analytics call center software, you can automatically flag negative sentiment and escalate high-priority cases before they result in customer churn.

Actionable Tip: Implement call center quality monitoring software to track negative sentiment trends and identify common customer pain points.

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3. Train Agents to Set Clear and Realistic Expectations

One of the leading causes of customer churn is frustration due to unmet expectations. When customers say things like “I was told this would be fixed” or “This isn’t what I expected,” it often signals service gaps that need attention.

By analyzing interactions with call monitoring software, you can identify areas where agents need training to improve expectation management and reduce frustration.

Actionable Tip: Use call center analytics dashboards to monitor recurring complaints and adjust training materials to ensure agents provide accurate and realistic expectations.

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4. Address Customer Complaints Before They Escalate

Customers who request immediate action—such as refunds or escalations—are often at risk of churning. Phrases like “You need to fix this now” indicate customer dissatisfaction, requiring immediate resolution.

With call center monitoring software, you can detect these signals early and equip your team with customer retention strategies to address them.

Actionable Tip: Provide agents with predefined customer retention offers based on insights from conversation intelligence software to prevent churn risk.

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5. Reduce Repeated Contacts to Lower Customer Effort

Customers who need to call multiple times for the same issue experience frustration that leads to customer churn. Research from The Effortless Experience found that 96% of customers who have high-effort experiences become disloyal, compared to just 9% of those who experience seamless resolutions.

Using call monitoring tools, you can flag repeat callers and take corrective action to reduce friction.

Actionable Tip: Implement call center quality monitoring to analyze frequent issues, retrain agents, and improve first-call resolution rates.

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6. Improve Agent Performance with Conversation Intelligence

Beyond detecting churn risk, conversation intelligence software helps evaluate agent performance. By analyzing call center agent interactions, you can identify training gaps and improve service quality.

If certain agents struggle with customer retention, personalized training can be developed to strengthen communication skills and reduce churn risk.

Actionable Tip: Use insights from call center analytics dashboards to design data-driven training programs that boost customer satisfaction and retention.

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Conclusion: The Future of Contact Center Retention

Reducing customer churn requires a strategic and data-driven approach. By integrating conversation intelligence software, call center analytics, and call monitoring tools, you can detect churn risk early, train agents effectively, and enhance customer experience.

Ready to transform your contact center’s retention strategy? Discover Hear can help you reduce churn risk, enhance agent performance, and strengthen customer relationships—all while improving your bottom line.