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Genesys AudioHook Monitor GA

  • 1.  Genesys AudioHook Monitor GA

    GENESYS
    Posted 05-19-2022 09:27
    We are very pleased to announce that AudioHook Monitor is now generally available.

    AudioHook Monitor enables customers to stream conversation audio to third-party services so that they can listen in on the call and add value. It can be used for a host of different use cases, e.g. Voice Biometrics, Transcription, Agent Assist and recording.

    Over 30 partners have released or are actively building AppFoundry solutions that use AudioHook Monitor. You can see some key examples in our recent blog:

    Voice Innovations Improve Security and Insights to Boost Customer Experience
    Genesys remove preview
    Voice Innovations Improve Security and Insights to Boost Customer Experience
    Voice is still the primary channel of engagement in customer service, shows the Genesys " State of customer experience " report - with a nearly 20% usage gap between voice and email (the second most-used channel) in North America. And 80% of respondents in the Middle East/Africa report using voice.
    View this on Genesys >

    We are excited to see all the great new integrations our partners will bring to the Genesys Cloud AppFoundry in the future. On the Genesys side we are actively working enhancements and have a roadmap planned so there is much more to come for AudioHook Monitor!

    #Integrations
    #Roadmap/NewFeatures

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    Rebecca Owens
    PureCloud Self-Service Senior Product Manager
    Genesys - Employees
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