AI Front-End for Genesys Queues
isLucid handles initial caller interaction, resolves tier-1 issues, and only routes complex calls to your Genesys agent queues.
Genesys + isLucid AI Voice Agents
Add isLucid AI as an intelligent front-end to your Genesys Cloud or Genesys Engage contact center. Deflect tier-1 calls, perform warm transfers to Genesys agents, and maintain unified reporting across AI and human interactions.
What You Can Do
Warm Transfer to Genesys Agents
When escalation is needed, AI performs warm transfers to Genesys agents with full conversation context, transcript, and customer details.
Real-Time Data Sync
Call data, customer context, and interaction history sync between isLucid and Genesys in real-time.
Unified Reporting
Combined reporting across AI-handled and agent-handled calls. See total resolution rates, cost savings, and customer satisfaction in one dashboard.
How to Set Up
Step 1: Configure SIP Trunk
Establish SIP connectivity between isLucid and your Genesys platform. Standard SIP INVITE/REFER support.
Step 2: Set Routing Rules
Define which calls go to AI first and which go directly to Genesys queues. Configure escalation triggers.
Step 3: Map Agent Skills
Map Genesys agent skills to isLucid intent categories for accurate escalation routing.
Step 4: Enable Real-Time Sync
Configure data sync between platforms for unified customer context and reporting.
Use Cases
AI Tier-1 Deflection
isLucid handles 70-80% of tier-1 calls (FAQs, billing, status checks) before they reach your Genesys agents — reducing queue times and costs.
Overflow Handling
During peak volumes, isLucid absorbs overflow calls that would otherwise queue in Genesys — maintaining SLAs without additional agent headcount.
After-Hours Coverage
When Genesys agents go offline, isLucid provides 24/7 AI coverage — handling calls or taking messages for next-day follow-up.