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Using a third party speech and text analytics tool with genesys cloud || Exporting Genesys Cloud call recording to 3rd party speech and text analytics tool || CallBI

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  • 1.  Using a third party speech and text analytics tool with genesys cloud || Exporting Genesys Cloud call recording to 3rd party speech and text analytics tool || CallBI

    Posted 12-28-2023 01:54
    No replies, thread closed.
    Hi Community ,
    Has anyone used a third-party speech and text analytics tool with genesys cloud? We are exploring if CallBi(3rd party speech and text analytics tool) can be used with GC1 licences(preferably using Platform APIs ).
     And currently exploring the option of transferring the GC interaction recording to CallBi for transcription and analytics. Has anyone implemented the same and can share their experience ?
     
    Regards
    Garima

    #Integrations
    #QualityManagement

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    Regards
    Garima.
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  • 2.  RE: Using a third party speech and text analytics tool with genesys cloud || Exporting Genesys Cloud call recording to 3rd party speech and text analytics tool || CallBI

    Posted 12-28-2023 05:10
    No replies, thread closed.

    Hi Garima,

    We have our own application using the Platform API to continuously extract recordings and metadata to feed into CallBi for some of our customers who do not have GC3 or WEM add on. A variant is also used for extracting batches of recordings for ad hoc uses.

    Essentially the API is easy to use but requires a service to review when to extract recordings and not include duplicates etc.



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    Richard Chandler
    Connect
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