Mediabriz

Conversation intelligence and actions for Genesys Cloud.

**Understand every conversation. Know what matters. Take action.** Every customer conversation matters, whether voice or digital. Agents need more than access to messages and transcripts. They need the context to understand what happened, visibility into what needs attention, and intelligent tools to respond and turn customer requests into action. Mediabriz enhances the Genesys Cloud™ experience with an intelligent workspace for voice and digital conversations. It brings together conversation intelligence, active digital conversation management, searchable voice transcriptions, multilingual replies, Conversation Actions, customer content, insights, and proactive security. **What you can do:** 👁️ **Understand the full conversation** Start with a clear overview of customer context, conversation activity, previous interactions, messages, transcriptions, and shared content. 🎙️ **Explore voice conversations with ease** Access Genesys Cloud voice transcriptions in an intuitive, searchable workspace. Navigate conversations, find important details, and understand what was discussed without manually reviewing entire transcripts. ⚡ **Prioritize what needs attention** Manage active digital conversations with live wait indicators, unread customer detection, conversation previews, and smart prioritization. 💬 **Reply directly from Mediabriz** Respond to digital conversations while working across your active interactions, without having to find and reopen each conversation in the Genesys Cloud agent interface. 🌐 **Communicate across languages** Translate incoming messages, or write a reply in your own language and translate it into another language before sending. ✨ **Turn conversations into business actions** Use Mediabriz Conversation Actions to connect digital conversation context and customer content directly with your business processes. 🧠 **Turn customer intent into structured action with AI** Use AI to understand customer requests from digital conversation messages, selected images, and PDFs and transform them into structured, ready-to-review actions. 🛒 **Turn order requests into structured drafts** Extract order details, match requested products against your catalog, and let agents review and approve before submission. 📁 **Save conversation files to your CRM** Select files from digital conversations and send them through your organization's configured integration for storage in the appropriate CRM or business system. 🔗 **Connect conversations to your workflows** Extend Conversation Actions to returns, service cases, claims, callbacks, file handling, and other business processes, with integration to ERP, CRM, and other systems. 🖼️ **Work with customer content in context** Access images, videos, audio, PDFs, Office documents, emails, and other customer files directly alongside digital conversations. 🛠️ **Do more with customer content** Compare files, annotate content, add comments, highlight important items, and organize information within the agent workflow. 📌 **Keep important conversations within reach** Follow conversations that require additional attention and quickly return to them when needed. 🔎 **Find what matters fast** Search and explore voice transcriptions, and search and filter messages, conversations, and customer content across digital interactions. 🛡️ **Protect agents with Mediabriz Guard** Analyze digital customer files before access, block malicious content, surface security indicators, and alert the organization when threats are detected. 📊 **Gain organization-wide visibility with Mediabriz Insights** See digital conversation activity, channels, customer content trends, actions, and security events across the organization. Mediabriz brings conversation intelligence, active conversation management, searchable voice transcriptions, AI-assisted replies, Conversation Actions, customer content, insights, and security together to help organizations reduce manual work, improve agent productivity, lower operational risk, and turn customer conversations into business outcomes. 🎬 **Watch Mediabriz in action** https://youtu.be/gIjSsbW2gqQ 🌐 **Website** https://mediabriz.com 🌐 **Available on Genesys AppFoundry** https://appfoundry.genesys.com/filter/genesyscloud/listing/68177450-d974-4fe4-8871-396f8c943d38