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  • 1.  Options for on Engage recordings and transcripts after moving to Gen Cloud

    Posted 03-15-2023 15:23

    Our legal team will need to go back and find calls/transcripts for up to 5 to 7 years.  Has anyone come up with an elagant solution so you can shut down all on prem servers?  I was hoping to maybe use S3 bucket to upload calls to cloud and have some sort of front end (primitive) to find the calls based on basic criteria (date, agent, ani, etc). 

    Also, chat transcripts are another one.  Finding the transcripts in the db is fairly straight forward, but the file is xml and difficult to navigate, also does not have agent name, jus DN and nickname.  

    anyone come up with a solution for something like this.

    thanks, clayton curtis


    #Implementation
    #Integrations
    #QualityManagement

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Options for on Engage recordings and transcripts after moving to Gen Cloud

    GENESYS
    Posted 03-16-2023 12:51

    Clayton,

    We have several AppFoundry (https://appfoundry.genesys.com) integrations that manage long-term store of recordings and metadata.  Many of them could take recordings from both Genesys Engage and Genesys Cloud.  It might be worth looking there.



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 3.  RE: Options for on Engage recordings and transcripts after moving to Gen Cloud

    GENESYS
    Posted 03-22-2023 10:39
    Edited by Chris Landers 03-22-2023 10:43

    @Clayton Curtis, One of the options is Genesys' own PS Expert App called Recording as a Service (R2S) which was initially developed for a customer to meet this use case.  Check it out. https://appfoundry.genesys.com/filter/genesyscloud/listing/c1d4b129-571c-4441-88dc-06e5c9322fdd



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    Chris Landers
    Genesys - Employees
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