Genesys Cloud Capture: Choosing an integration method for voice capture

Verint provides flexible integration options for connecting with your Genesys Cloud contact center. Selecting the right approach depends on how your Genesys Cloud environment is configured and your organization’s technical requirements, such as compliance, infrastructure, and performance needs.

The integration method that you choose determines how call metadata and audio are delivered to Verint. Choose the options that align with your Genesys Cloud configuration and technical environment.

Key Factors to Consider

  • Existing Telephony Infrastructure

    If your organization already uses SIP-based telephony, you may prefer an option that uses SIP signaling for audio delivery.

  • Real-Time Streaming Requirements

    Both available audio delivery methods stream calls in real time, but they use different technologies and protocols.

Audio Delivery Methods

  • AudioHook

    Streams audio directly from the Genesys Cloud media server to Verint using a WebSocket-based approach. This method is API-driven and ideal for environments that prioritize cloud-native integrations.

  • SIPREC

    Streams audio in real time using SIP signaling and RTP media streams, typically over a SIP trunk. SIPREC is a good choice for organizations that already rely on SIP-based telephony because it integrates naturally with existing infrastructure.

Event Delivery Methods

Regardless of the audio delivery method (SIPREC or AudioHook), there are two methods for delivering CTI events to Verint EDM:

  • Genesys AudioHook, Genesys Cloud CX API (WebSockets over TLS)

    Verint's Genesys Cloud CX API Adapter sends a request for agent and CTI data to the Genesys AudioHook API (WebSockets over TLS).

    Use this method for low-latency streaming when you need near real-time delivery of audio data. Ideal for scenarios like live monitoring or analytics that require immediate processing.

  • Amazon EventBridge over Kinesis Data Stream

    Genesys Cloud account publishes CTI events to Amazon EventBridge in your AWS account. Verint's Genesys Cloud CX EventBridge Adapter connects to an Amazon EventBridge over an Amazon Kinesis Data Stream to receive events.

    Use this method for event-driven architectures or when you need to scale easily across distributed systems. Best for environments that prioritize reliability and integration with AWS services over ultra-low latency.

Comparison of Event Delivery Methods

 

Genesys AudioHook API (WebSockets over TLS)

Genesys EventBridge Integration

Setup complexity

 Minimal Higher (requires AWS resource setup)

AWS resource

Not required Required

Extra AWS cost

 None Yes (Kinesis Data Stream)

Reliability during Genesys scaling

 Event loss during Genesys scaling events Highly reliable

Secure pause

 Supported Not supported

Conference tagging

 Supported

Not supported

 

Verint Adapter required

Genesys Cloud CX API Adapter

Genesys Cloud CX EventBridge Adapter

Related topics 

Genesys Cloud CX: Event delivery for voice capture

Introduction