Your criteria on every call
Scorecards carry your quality criteria; AutoQA answers them on 100% of calls, with the accuracy of each point against your reviewers shown and improved from their reviews.
Genesys Cloud integration · App Marketplace app
Genesys Cloud integration: every call analyzed and scored. Agents change nothing.
Two documented paths. The Genesys app in the App Marketplace signs in with your Genesys OAuth client (client ID, secret, region) and ingests recordings and conversation context — scoped to the divisions and queues you choose, with optional outbound contact-list fields published onto each conversation. The Ender Turing browser extension additionally records Genesys Cloud agent apps in stereo where the stored recording is not enough.
SetupAbout 15 minutes
- Install the Genesys app
In the App Marketplace, click Install on Genesys and enter your Client ID, Client Secret and Region. Optionally filter by divisions and queues — leaving the editor empty ingests every conversation in your Genesys organization — and turn on outbound contact-list field enrichment for dialer campaigns. Genesys app ↗
- Choose what to ingest
Fetch divisions and queues to pick from real names; change the scope later under Manage Genesys data fetching. Trunk-side and station-side recordings are both understood: Ender Turing assigns the agent to the right channel either way, and can drop recordings without a human participant. Data scoping ↗
- Add the extension where you want stereo from the browser
Tick Genesys Cloud under Services to record and connect the extension on the agent workstations that need it. One test call confirms the setup. Extension guide ↗
Coverage: Genesys Cloud agent apps in every Genesys region — Americas, EMEA, Asia-Pacific, and the US government and EU sovereign clouds.
On top of Genesys Cloud
What the manager sees that Genesys Cloud can't show.
Genesys Cloud knows a call happened and how long it lasted. Ender Turing knows what happened inside it — on every call, not a sample, in any language.
Stages, topics, required lines
Topics classify each call by what happened and which stage it reached; Funnels show the drop-off; Compliance rules score the lines that must be said, 0–100% per call.
Ask the week a question
Chat with EnderGPT answers "what stopped us this week?" with citations to the exact calls; Scheduled chats send the same question every Monday, per team or per agent.
Alerts, not reports
Enders (automations) turn a finding into an action: a call reaches a decision-maker → notify the manager; a required line is missing → add the call to a reviewer's queue. In-app and by email.
Coach from the calls that worked
Pin the calls that converted into Playlists, assign them with Training plans, and let each agent see their own scores and feedback on My Dashboard.
One board per team, client or campaign
The Dashboard filters by team, campaign and agent; C-Level Boards put quality next to volume for the executive; Roles decide who sees which team.
Post-call analysis: Ender Turing works after each call ends. It is not a dialer, a CRM or a replacement for Genesys Cloud, and it does not write to your Genesys Cloud data. Guides: Genesys app ↗ · Extension guide ↗
Genesys Cloud specifics
The details that decide the rollout.
Every item below is a documented setting or behavior of the Genesys Cloud connection — nothing you have to discover in the pilot.
Scope by division and queue
The data-scoping editor lives in the install dialog and in Manage Genesys data fetching. Fetch divisions and queues to pick from real names; a typed division that matches nothing is flagged. Empty rows mean the whole Genesys organization is ingested — an inline warning says so. Clearing every row later returns to ingesting everything.
Outbound contact-list fields on every dialer conversation
Turn on "Fetch selected outbound contact-list fields" and pick the columns from your contact lists — a case type, a sub-type, an internal identifier. Only the fields you list are stored; they are published as statuses next to the wrap-up codes, with an optional prefix, and every session of one Genesys conversation receives the same values. Needs the Genesys permissions to read contact lists.
Trunk-side or station-side — either works
Genesys can record from the customer side (trunk: customer on channel 0, agent on channel 1) or the agent side (station). Ender Turing ingests both, assigns the agent to the right channel automatically, and for a single-agent call recorded both ways keeps the trunk-side copy; multi-agent transfer calls keep each leg. The recording perspective and agent source are visible in Session details.
Skip the legs without a human
The setting "Do not process conversations without an agent involved" drops individual recordings Genesys marks as having no human participant — an IVR-only leg of a multi-segment conversation — so bots and queues do not inflate the count. Genesys is also on the allowlist whose call duration is verified before recognition, so very short calls are kept without a transcript instead of burning recognition time.
Before you connect
4 things to have ready.
- A Genesys OAuth client — Client ID and Client Secret with read access to recordings and conversations, and your Genesys region. Contact-list enrichment needs the contact-list read permissions as well.
- The Marketplace Configuration permission in Ender Turing — The person who installs the app and edits the data scope needs it; there is no per-user setting.
- Agents linked to Ender Turing users — Genesys users map onto Ender Turing agents so every conversation lands with the right person; deactivated agents are not imported.
- Chrome or Edge with the extension — only where you want browser-side stereo — The app path needs no extension; add the extension on workstations where the stored Genesys recording is not enough.
Not the fit if you are replacing Genesys routing or recording — Ender Turing analyzes the calls Genesys records.
Fit
Built for teams running Genesys Cloud in production.
Contact centers on Genesys Cloud that want every call read on their own scorecard — inbound queues, outbound dialer campaigns, several divisions or clients in one organization — without a Genesys project to get there.
- Inbound and outbound in one view: queues, divisions, campaigns and contact-list fields as filters and statuses.
- The same scorecard, topics and required lines across Genesys and every other platform your teams use.
- Nothing written back into Genesys; your recordings and routing stay exactly where they are.
Genesys Cloud FAQ
What Genesys Cloud teams ask before connecting.
How does Ender Turing connect to Genesys Cloud?
Through the documented Genesys app: your own Genesys OAuth client (client ID, secret and region), read access to recordings and conversation context, and an optional filter by divisions and queues so only the parts of the organization you choose are ingested. Outbound dialer campaigns can also publish selected contact-list fields — a case type, a sub-type — onto each conversation as statuses.
Does it handle trunk-side and station-side recordings?
Yes. Genesys can record the same call from the customer side (trunk) or the agent side (station); Ender Turing ingests either, assigns the agent to the correct channel automatically, and keeps the trunk-side copy when a single-agent call was recorded both ways. Conversations with no human participant — an IVR-only leg — can be dropped by a setting.
Which Genesys regions and clouds are covered?
The Genesys app takes the region from your organization; the browser extension records the Genesys Cloud agent apps in every region — Americas, EMEA, Asia-Pacific — and in the US government and EU sovereign clouds.
Is this a replacement for Genesys speech analytics or quality management?
It is the layer that listens to and analyzes every call against your own scorecard, in any language, and turns the findings into coaching, automations and executive boards — and it compares agents, queues and campaigns on the same criteria. Genesys keeps routing and recording; Ender Turing does the listening and the analysis. Teams typically keep both and move the QA work to Ender Turing.
Do agents have to change how they work in Genesys Cloud?
No. Agents keep taking and making calls in Genesys Cloud exactly as before. The Ender Turing extension records in the background once it is connected; nothing moves to another screen, and nothing is written back into Genesys Cloud.
Is there a free plan?
Yes, with no expiry: up to 5 agents, 200 calls per agent a month, calls up to 10 minutes, with the standard templates. Team is $39 per agent per month with no limits; Business adds executive boards, scheduled reports, connectors and implementation engineers.
Is it secure, and what about languages?
Ender Turing has completed a SOC 2 Type II examination and handles data in a GDPR-compliant way on every plan; Enterprise adds private cloud or on-premise deployment. It works in any language — English, Spanish, Portuguese, French, German, Arabic, Chinese, Japanese and more in production; any other is added on request or connected through your own speech-recognition engine.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II examination completed.
Free for up to 5 agents
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