Genesys Integration
Embed encrypted messaging, secure file exchange, and 24/7 asynchronous escalations directly into your Genesys environment—so customers can safely move from self-service to agent support without leaving your ecosystem.
The Challenge
In regulated industries like healthcare, insurance, and financial services, digital portals do a great job starting the journey—but most break down the moment a customer needs to escalate. Sensitive documents fall back to email, context gets lost between systems, and after-hours support often has no secure way to catch incoming requests. DataMotion for Genesys closes this gap by providing a secure, always-on engagement layer that routes encrypted messages and files directly into Genesys workflows.
The Solution
DataMotion extends Genesys Cloud CX with secure, zero-trust workflows that allow customers to submit sensitive information—messages, documents, and forms—through your existing portals and apps, and route everything straight to agents in Genesys. Agents stay in their familiar desktop. Customers stay in your secure environment. Compliance stays intact.
Secure Portal-to-Agent Handoffs
Encrypt messages and files as they move from portals into Genesys multimedia queues.
Asynchronous, After-Hours Escalation
Let customers escalate securely even when live chat is offline; agents pick up the thread next shift.
Complete, AI-Ready Context for Agents
Keep all exchanges threaded and auditable so your teams—and your AI tools—have the full picture.
Faster, Safer Customer Resolutions
Up to 35% Handle-Time Improvement
Agents spend less time hunting for missing context.
48% Faster Resolutions
Agents receive complete, structured information from the start.
32% Fewer Escalations
Customers can securely escalate even after chat hours.
Compliant, Secure Exchanges for Chats, Messages, and File Attachments
Designed for regulated industries, DataMotion delivers zero-trust encryption, full audit trails, and workflows that are HIPAA- and FINRA-aligned and FedRAMP-ready—so sensitive data stays protected at every step.
Real Use Cases
See Secure Genesys Workflows in Action
Explore how you can give customers a seamless, secure way to move from self-service to agent support—without resorting to email or manual workarounds.
Frequently Asked Questions
What does the DataMotion Genesys integration do?
It embeds encrypted messaging, secure file exchange, and 24/7 asynchronous escalations directly into your Genesys environment. Customers can safely move from self-service to agent support without leaving your ecosystem, while agents stay in their familiar Genesys desktop.
How does DataMotion handle secure portal-to-agent handoffs in Genesys?
DataMotion extends Genesys Cloud CX with zero-trust workflows that let customers submit sensitive messages, documents, and forms through your existing portals and apps. Everything is encrypted as it moves into Genesys multimedia queues and routed straight to agents, keeping compliance intact.
Can customers escalate securely after live chat hours?
Yes. DataMotion enables asynchronous, after-hours escalation so customers can escalate securely even when live chat is offline. Agents pick up the threaded conversation on their next shift with complete, auditable context.
What measurable results does the Genesys integration deliver?
According to DataMotion, the integration delivers up to 35% handle-time improvement, 48% faster resolutions from complete structured information, and 32% fewer escalations because customers can securely escalate even after chat hours.
Is the Genesys integration compliant for regulated industries?
Yes. Designed for regulated industries, it delivers zero-trust encryption, full audit trails, and workflows that are HIPAA- and FINRA-aligned and FedRAMP-ready, so sensitive data stays protected at every step across chats, messages, and file attachments.