Genesys Cloud AI
BetaCCaaS leader (~$2B revenue). Agentic AI on agent-augmentation suite.
Genesys Cloud's AI agent layer. The CCaaS market leader at approximately $2B revenue. Intramedial attaches via OAuth2 client-credentials polling of the Analytics Conversation-Detail API (POST /api/v2/analytics/conversations/details/query) and the real-time Audit Query API (POST /api/v2/audits/query/realtime): bot and digital-bot flow executions become agent invocations, digital-channel segments become channel messages, and Architect audit entries become memory writes.
- Category
- Contact-centre AI
- Runtime
- Managed SaaS — nothing to install
- Pattern
- OAuth + audit-log polling
- Adapter package
- None — configured on the Intramedial side
Status
Genesys Cloud AI is Beta.
The integration path is built and tested. Customers can attach now; expect minor breaking changes until the 1.0 contract freeze.
How to attach
OAuth + audit-log polling.
Authorise Intramedial in Genesys Cloud AI
Run the OAuth consent flow from the dashboard's integrations page. No code changes and no deploy — Intramedial only ever requests the read scopes its audit-log poller needs.
Pick a polling interval
Intramedial pulls Genesys Cloud AI's audit log on a recurring schedule and keeps a high-water-mark cursor, so a paused or failed cycle re-reads from where it stopped instead of skipping records.
Verify
Trigger one agent run. The Witness page shows the record once the agent has emitted it.
What gets recorded
3 event types, captured today.
- agent.invocation
- Every top-level agent run — the input, the resolved output, timing and token usage.
- channel.message
- Messages sent and received over the agent's channels (Telegram, Slack, Discord, …).
- memory.write
- Writes to the agent's persistent memory store, so state changes stay auditable.
Same category
Others in Contact-centre AI.
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Start recording Genesys Cloud AI agents.
Every Genesys Cloud AI run lands in the same canonical Witness record as every other framework in the catalogue: signed, replayable, and exportable as evidence.
A Trustvice ProductAgents act when the plane says yes, and the record says why.
Put admission in front of your MCP servers, repositories, SaaS tools and cloud accounts. Every agent gets a lease or a reason – and you keep the lever to stop any of them.
