Ideta x Genesys: A new era for AI Callbots and Chatbots
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Ideta is now natively integrated with Genesys.
This is great news for support teams, customer service departments and contact centers.
This integration opens the door to new ways to automate conversations, reduce waiting times and deliver a smooth customer experience across every channel.
And above all, it combines the power of Genesys with the no-code and multi-AI flexibility of Ideta.
1. A native integration designed for modern contact centers
With the Ideta ↔ Genesys connector, companies can now:
- build chatbots and callbots powered by multiple AI models (OpenAI, Mistral, Microsoft, Google and more)
- connect bots to internal tools such as CRM, HRIS, ERP or knowledge bases
- automate a large part of repetitive requests
- sync all conversations directly into Genesys
- allow agents to take over a conversation at any time, right from their Genesys interface
Genesys remains the central hub for customer interactions, while Ideta brings agility and automation.
2. Callbot + Genesys: smooth call orchestration
With Ideta, a callbot can automatically handle:
- calls outside opening hours
- overflow calls when all agents are busy
- simple and repetitive questions (order status, appointments, documents, FAQs)
- intent detection
- call qualification and routing
When a human agent needs to step in, the transfer to Genesys happens in milliseconds, with full context already filled in.
The result is clear:
- Less waiting time.
- Less workload for teams.
- A better calling experience.
3. Chatbot + Genesys: every conversation in one place
Ideta chatbots can be deployed on any channel: website, Messenger, WhatsApp, SMS, Teams and more.
They answer customer questions instantly and sync all exchanges with Genesys.
Agents can:
- view the full conversation history
- take over the chat in real time
- track bot performance
- keep a unified view of the customer journey
This ensures a seamless experience and full control over all interactions.
4. The strengths of Ideta: no-code, multi-AI and deep API integrations
4.1. No-code
Building a bot requires no technical skills.
Everything is simple and visual.
Business teams can work independently.
4.2. Multi-AI
OpenAI, Microsoft, Mistral, Google, Anthropic and more.
Companies choose the AI model they want and can switch at any time.
4.3. API integrations
Ideta bots can connect to:
- a CRM
- an HRIS
- an internal knowledge base
- a business tool
- an ERP
- internal APIs
The bot retrieves data in real time, enabling advanced scenarios like ticket follow-up, HR requests, onboarding, technical support, after-sales service or reservations.
5. Why implement the Ideta x Genesys integration?
This integration meets a clear need: improving team efficiency while boosting customer satisfaction.
Here are the key numbers that demonstrate its impact.
5.1. Strong operational gains
- up to 35% fewer calls handled by human agents
- up to 80% of repetitive questions resolved automatically
- 24/7 availability at no extra cost
- 25% reduction in average waiting time
- up to 40% increase in call answer rates thanks to overflow automation
These improvements directly benefit both customers and internal teams.
5.2. Cost reduction and resource optimization
- around 30% reduction in call center operating costs
- 60% fewer simple requests handled by agents
- more time for teams to focus on high-value tasks
With Ideta, every automated minute becomes a minute invested in better service.
5.3. Better customer experience
- instant replies, with response times under one second
- satisfaction rates between 85% and 90%
- no break in the journey: bots and agents work in the same Genesys environment
Customers enjoy fast, clear and consistent answers.
5.4. Full centralization inside Genesys
Even with advanced automation and multi-AI capabilities, Genesys remains the command center.
All conversations, all data and all actions are consolidated in one place.
This simplifies operations and strengthens supervision.
6. Why this integration matters
Because it brings together two powerful solutions:
- Genesys, the global reference for contact centers
- Ideta, the flexible no-code platform for intelligent, multi-AI automation
Together, they reduce agent workload, increase customer satisfaction and lower support costs while keeping Genesys as the central source of truth.
A new way to deliver customer experience.
Faster. Smarter. Simpler.
7. Want to go further?
Do you want to connect an Ideta callbot or chatbot to your Genesys instance?
Or discover how much you could automate in your organization?
👉 Contact us. We’d be happy to show you what this integration can do.
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