Genesys Cloud - Main

Hi everyone! 

We are exploring ways to record audio interactions during face-to-face advice meetings, where both the customer/client and the adviser are having an advice appointment in the same room location.

Ideally, we would love to leverage a Genesys solution for this to provide the following benefits:

• To meet our information security obligations by keeping everything within the Genesys ecosystem.
• Searchability within the Genesys Ecosystem under the client's record.
• Reduce Risk Exposure. Accurate records of conversations
• Boost Compliance. Meet regulatory requirements
• Enable Coaching. Improve advisor performance
• Resolve Complaints Faster. A clear source of truth, no "he said, she said"

Has anyone tackled this challenge?

• What solutions or configurations have worked for you?
• I would appreciate any approaches or best practices you can recommend?
• Are there limitations we should keep in mind?

Thanks heaps

#Telephony

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Deepa Galaiya
Product Owner, Customer Interactions
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Hello Deepa,

I'm not aware of any way to do this out of the box. The only thing that I could think of would be having two phones in the meeting / conference room that are part of an internal conversation. A few issues do come to mind like the fact that there may be bleed audio picked up by both microphones and the fact that the system wouldn't be able to clearly identify who said what (like Customer 1, Customer 2, Customer 3, Client 1, Client 2, etc.).

This does sound like a cool and innovative way to use Genesys Cloud. I would recommend making suggestion like that in the Product Ideas Lab.

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

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Jason Kleitz
Online Community Manager/Moderator
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Thanks Jason! Happy new year to you.

Thanks for the response. I am looking at low effort options just to get the audio recording into Genesys. An initial test with a laptop chosen as the primary device and two people having a conversation in the same room, the recording seemed to work with an okay in terms of audio quality. Speaker diarisation did not work (on who said what).

Will keep testing and lodge an idea on ideas hub

Cheers,

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Deepa Galaiya
Product Owner, Customer Interactions
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Original Message:
Sent: 11-25-2025 09:44
From: Jason Kleitz
Subject: Looking for Solutions to Record Audio for Face-to-Face Meetings in Genesys? (E.g. Advice appointments?)

Hello Deepa,

I'm not aware of any way to do this out of the box. The only thing that I could think of would be having two phones in the meeting / conference room that are part of an internal conversation. A few issues do come to mind like the fact that there may be bleed audio picked up by both microphones and the fact that the system wouldn't be able to clearly identify who said what (like Customer 1, Customer 2, Customer 3, Client 1, Client 2, etc.).

This does sound like a cool and innovative way to use Genesys Cloud. I would recommend making suggestion like that in the Product Ideas Lab.

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------