Integrate with Genesys Cloud CX

Go beyond QA analysis — automatically analyze call drivers, customer support transcripts, and chat interactions without manual tagging or sampling. Get automated agent QA, uncover churn signals, emotional triggers, and root-cause insights from every Genesys customer conversation.

Get in Touch

Why integrate Clootrack with Genesys Cloud CX?

Genesys Cloud CX offers advanced contact center and journey orchestration tools. Clootrack integration elevates this by enabling deeper feedback intelligence across call transcripts, chat, and survey data, powered by GenAI reasoning engine.

From 100% interaction coverage to unsupervised theme detection, Clootrack helps you move from ticket management to decision-grade insights.

Use this integration to uncover:

What causes most complaints after order confirmation?
What emotional signals precede churn or complaint escalation?
Where agents are overcompensating for product friction?
Which issues are repeatedly raised and left unaddressed?

What Clootrack adds to your Genesys data

Capability

Value

Unsupervised theme detection

Detect recurring friction in voice/chat transcripts with no manual tagging or pre-defined labels.

Behavioral churn indicators

Identify emotional disconnects that signal attrition or dissatisfaction.

Driver mapping and attrition

Understand what’s behind low CSAT/FCR—by region, team, or cohort.

Ad-hoc exploration with Genie

Ask natural language queries and extract strategic insights instantly.

Unified VoC data

Combine Genesys data with survey data, app reviews, social comments, and support logs for a 360° customer view.

Fully customizable dashboards

Use powerful visualizations to tailor reporting views from CX ops to strategy - bite-sized or complex dashboards to drive action.

Applications across CX, product, and strategy

☑️ Fast and accurate agent QA with call driver intelligence

Auto-score every agent interaction based on empathy, resolution effectiveness, and adherence. Uncover which call drivers each agent handles well or struggles with, enabling targeted coaching and faster QA cycles.

☑️ Prioritize product and process changes

Detect patterns of recurring friction (e.g., policy confusion, refunds, login issues) before they become volume drivers.

☑️ Prioritize strategic improvements

Focus initiatives on themes customers highlight most, accelerating CX and product innovation.

☑️ Drive goal-oriented human insights at scale

Use agentic AI to extract intent, emotion, and friction points from raw feedback, aligned to business KPIs like CSAT uplift, or faster issue resolution.

Measurable business impact

35% reduction in churn in 4 months.
12% drop in call volumes.
100% feedback coverage for better QA and compliance.
Early risk detection before KPI slippage (churn, CSAT, escalation).

1. Clootrack data manager