How to Access and Control Your Genesys Data – Own It, Analyze It, Act on It

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!