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Getting Started with Genesys Interaction Recording

Welcome to Genesys Interaction Recording (GIR). This page is intended to help you dive in to configuring and working with GIR, so let’s get started.

This page will give you a quick overview of the main requirements and steps needed to record and save your customer interactions, and play thos interactions pace to help optimize your workforce performance and customer experiences.

Each of the links below takes you a main page for that product. Each page will tell you how to install and configure the component to enable recording. Once everything is in place, you can jump down to the features section where there are links to additional configuration you need to make.

If you want to know more about GIR itself and where it fits into your Genesys soluiton, you can check out the following topics:

About Genesys Interaction Recording

This powerful solution will enable the modern contact center to record the entire customer interaction, using the Genesys Speech and Text Analytics platform, across multiple sites and interactions, allowing the contact center to meet quality or regulatory compliance requirements. <toggledisplay linkstyle font-size:larger showtext="[+] Show more" hidetext=" [-] Hide">


Genesys provides your organization with reliable, high-quality recordings of both audio communications and desktop screen activity. Now you can capture 100% of all interactions, even if customers are transferred multiple times to agents in geographically dispersed locations. Interaction recordings can even be shared and sent through email to your agents, managers or customers, as required. And, if there is a customer complaint or dispute, interaction metadata saves you valuable time in locating the right interaction from thousands of hours of recordings.

Integrated into the Genesys Customer Experience Platform, through native integration with the Genesys SIP communications infrastructure, you can record 100% of all interactions. Genesys Interaction Recording can analyze metadata from each interaction and evaluate which interactions must be recorded using user-defined recording rules. Employing this same metadata, you can quickly search and retrieve stored recordings, helping to resolve any customer complaints more efficiently.

Your customer service organization can benefit immediately from recording integration, as configuration and maintenance are performed within one platform. You can define recording profiles to meet internal and external policy requirements, including the ability to archive recorded sessions to separate storage locations. Single sign-on and role-based access ensures recorded interactions are viewed by authorized employees only, and sensitive data is hidden to prevent unauthorized data loss.


Before You Start

Before you can enable recording, you must have the following Genesys components installed, and configured:

Genesys Components

GIR Features

You will also need to configure the following features:

Comments or questions about this documentation? Contact us for support!