Deepgram Partners with Genesys to Power Conversational AI and Next-gen Contact Center Experiences

Today we are happy to announce a Deepgram and Genesys AppFoundry partnership which includes the general availability of Deepgram’s industry-leading speech-to-text (STT) integration into Genesys Cloud. With the availability of this new integration, Genesys users can start testing and utilizing Deepgram in their Genesys Cloud environment today. In addition, in the coming weeks, Genesys customers will be able to procure Deepgram through the Genesys AppFoundry marketplace, simplifying commercial transactions through Genesys billing. As the industry's largest marketplace for contact center and customer experience solutions, AppFoundry will feature Deepgram's leading STT technology, empowering Genesys customers with faster, more accurate, and cost-effective speech recognition capabilities.

Deepgram's integration with Genesys Cloud, the comprehensive cloud contact center solution, revolutionizes customer interactions across various communication channels. By seamlessly integrating with telephony, email, social media, and messaging systems, Genesys Cloud enables businesses to provide superior contact center experiences. With Deepgram's STT and language AI capabilities now integrated, Genesys customers can power next-generation conversational AI solutions, including agent assist, generative IVR, diarized transcription, call summarization, sentiment analysis, agent coaching, and more.

Recent advancements in artificial intelligence (AI) have brought about a remarkable transformation in digital contact center operations. By leveraging AI-powered agents and automated speech AI solutions, businesses can improve customer experiences, enhance operational efficiency, and achieve substantial cost savings. Routine customer interactions can be handled seamlessly by AI, allowing human agents to focus on complex issues that require specialized knowledge and a personalized touch.

Efficiency, satisfaction, and cost-effectiveness are paramount in delivering exceptional service solutions to customers. The rapid adoption of AI and machine learning has revolutionized the customer experience landscape, empowering companies of all sizes to implement fully automated, voice-powered contact center solutions. And real-time analytics provide invaluable insights, enabling organizations to make data-driven decisions and optimize customer interactions.

Genesys Cloud users now have the opportunity to integrate Deepgram's STT services, unlocking substantial benefits in speed, accuracy, and return on investment. Deepgram's end-to-end, deep learning solution for automatic speech recognition offers unparalleled performance, supporting on-premises, public cloud, and private cloud deployments. By harnessing the power of Deepgram's STT technology, businesses can enhance customer experiences, streamline operations, and achieve higher levels of customer satisfaction.

The strategic partnership between Deepgram and Genesys signifies a significant step forward in the realm of speech-to-text solutions. Through the integration of Deepgram's cutting-edge STT capabilities into Genesys Cloud via AppFoundry, businesses can revolutionize their contact center operations and provide exceptional customer experiences. By embracing the power of AI and real-time analytics, Genesys customers can leverage Deepgram's advanced speech recognition technology, paving the way for improved efficiency, enhanced accuracy, and elevated customer satisfaction.

Using Deepgram with Genesys Cloud

Deepgram’s Genesys Cloud integration is fully integrated with the Genesys Cloud platform, making it simple to easily use Deepgram’s STT platform in your Genesys-managed contact center. Simply create an account with Deepgram by contacting our sales representatives or sign up directly for a Console account on our website. Then configure your Genesys Cloud setup directly with the following information, and you will be up and running with Deepgram immediately!

Information needed by Genesys:

AuthKey - generated by our sales team or by creating a Console account

Deepgram STT WebSocket URL - wss://integrations.deepgram.com/genesys

For more information on switching to Deepgram within Genesys Cloud, please refer to our Genesys Integration Guide.

If you have any feedback about this post, or anything else regarding Deepgram, we'd love to hear from you. Please let us know in our GitHub discussions or contact us to talk to one of our product experts for more information today.