Overview of text capture from Genesys Cloud CX

The Verint recording solution can capture, archive, and analyze text messages and conversations from the digital channels available in your Genesys Cloud CX. To help you prepare and plan for text capture from Genesys Cloud CX, understand which components are required, how the components communicate, and who is responsible for deploying them.

Screenshot of Cloud Conversation Capture

Components deployed by customer

Component	Function
Messaging platforms	A platform your organization uses to network and share information with other members of that platform. Members can include your customers and agents. Verint can capture conversations from Genesys Cloud CX that originate from various messaging platforms.
Genesys Hub	A Genesys Cloud CX service that collects messages from social media and messaging platforms, like, Facebook, Messenger, and WhatsApp.
Genesys Cloud CX	A suite of cloud services for communications, collaboration, and contact center management. Genesys Cloud CX is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment. Genesys Cloud CX was formerly known as Genesys PureCloud.
Genesys Cloud Platform API	Genesys Cloud Platform API gives you control of all aspects of the Genesys Cloud CX environment. Applications must make API requests to the API host for the region in which the org exists. By querying the API, Verint Recorders can access the Genesys Cloud CX system configuration, get conversations, and more.

Components deployed by Verint

Component	Function
Verint EDM recording solution	Verint EDM is part of the Verint Cloud Platform. It helps your contact centers understand and analyze your customer engagements across all channels and communication modes.
Genesys Cloud CX Text Polling Adapter	A Verint adapter that polls the Genesys Cloud CX API every 5 minutes (default and configurable) for conversations that have an end time. The Adapter is associated to a Genesys Cloud CX data source. This data source provides the connection information for Genesys Cloud CX.
Interaction Capture Service	The Interaction Capture service prepares the contact and sessions information and the downloaded content for the Ingestion Web Service.
Ingestion Web Service	This service ingests conversations that have an end time.
Verint Data Center	A service of Verint Cloud. It captures, indexes, archives, and retrieves interactions across voice, video, chat, social media, face-to-face and other unified communication platforms. You can automate call tagging and find all interaction attributes in one place, which makes it easier for you to listen, view, and analyze customer engagements.
Primary Recorder	The Recorder that is currently active. It hosts the following services, which are required to capture text and chat. Interaction Capture: A Verint server role that supports the ingestion of text messages and conversations. The Interaction Capture server role settings define the listening ports. This role must be associated to a Recorder Ingestion Web Service. Recorder Ingestion Web Service: A Verint server role used in a Workforce Optimization (or Enterprise Suite) deployment. The Recorder Ingestion Web Service server role settings define how to save content captured from an external source to the Recorder call buffer.
Secondary Recorder	A second Recorder on warm standby. It is configured the same as the main Recorder. To keep the Recorders synchronized, after a conversation is ingested, the Polling Adapter on the active Recorder sends a watermark notification to the standby Recorder.
Data Center	A Verint server role that archives and correlates event data with captured interactions. To learn more, see Configuration Details: Data Center Zone Server Roles and Data Center Zone High Availability Solutions.