Product 1 Product 2 Product 3

Interaction Archive Player ©

New Release: Genesys Cloud Screen Recording Viewer

Version 2.0 | Released October 2025

Transform Your Recording Experience

Experience seamless integration of audio and video in a powerful, intuitive interface designed specifically for contact center quality management and training.

Our new Recording Studio provides a complete solution for reviewing agent-customer interactions with precision controls and advanced features that save time and improve analysis quality.

Recording Studio Preview

Actual interface of the new Recording Studio

Key Features

Perfect Synchronization

Audio and video perfectly synchronized for accurate interaction review.

Perfect Synchronization

Audio and video perfectly synchronized for accurate interaction review, eliminating timing discrepancies.

Unified Display

All interaction elements consolidated on a single screen for efficient analysis.

Visual Audio Waveform

Interactive audio visualization allows precise navigation to key moments.

Channel Controls

Independent volume controls for agent and customer audio channels.

One-Click Export

Instantly download complete interactions as a single MP4 file.

Advanced Search

Powerful search capabilities to quickly find specific recordings.

Business Impact

  • Save 30% review time with our streamlined interface and synchronized playback
  • Improve training effectiveness by easily identifying and sharing key interaction moments
  • Enhance quality management with precise audio-visual analysis tools
Ready to Get Started?

Experience the future of interaction review today!
Contact us for a demonstration

Act Now to Preserve Critical Interaction Recordings

As platforms approach their end-of-life status, the risk of losing vital interaction recordings becomes an urgent concern. Essential for compliance and operational transparency, these records may become inaccessible if not retrieved in time.

Time is of the Essence

With platform support ending, data retrieval becomes increasingly complex and costly. Secure your data and protect your future today.

Interaction Archive Player

Universal access to your archived data across all Genesys platforms

Genesys Cloud CX ®

Keep your Genesys Cloud interactions stored locally. IAP ensures near-production-ready access to all your voice and screen recordings outside the cloud environment.

  • Play voice & screen
  • Export to S3 / Azure / Local

Genesys Engage ®

Whether using Premise (MLM) or Cloud (RCBS), IAP provides a consistent interface to search, play, and download interactions from your archives.

  • Region-based filtering
  • Access Group security

Genesys PureConnect ®

Complete export capabilities for PureConnect interactions to any storage location. Seamless search and playback functionality for both voice and screen recordings.

  • Advanced Search
  • Integrated Playback

Platform Migration Made Easy

Ensure business continuity during your transition

Migrating platforms shouldn't mean leaving your data behind. We ensure all interactions are securely archived and easily accessible.

At Interaction Solutions, we specialize in the planning, deployment, and execution of your archiving process. Our Interaction Archive Player (IAP) populates dedicated metadata tables for effortless search and playback of millions of records.

Compatible with all major Genesys platforms.
Supported Migration Paths
  • PureConnect (CIC)
  • Engage Premise (PEP)
  • Engage Cloud (PEC)
  • Genesys Cloud (GCx)

Core Capabilities

Designed for security, compliance, and usability

Data Sovereignty

Full control over your data location. Download interactions to local storage or your private cloud to comply with governance laws.

Division Separation

Enforce strict access controls. Users only access interactions within their assigned Division, ensuring data privacy across your organization.

Agent Segment Playback

Focus on what matters. Option to skip IVR/Queue time and start playback exactly when the agent joins the conversation.

Advanced Search Filters

Locate any interaction instantly with combining multiple criteria:

  • Agent Name/ID
  • Caller Number (ANI)
  • Dialed Number (DNIS)
  • Date & Time Range
  • Call/Conversation ID
  • Call Duration
  • Access Group
  • Play Encrypted Calls

Smart Grouping

Analyze trends by grouping your search results:

Access Groups Agent ID ANI / DNIS Call Type Contact ID Region Virtual Queue

Business Unit/Line of Business Extraction Module

The Business Unit/Line of Business Extraction Module in the QM Module (Engage Premise/Cloud) enables customers to organize archived interactions into specific business units.

Simply create new business units and then assign the appropriate Access Groups using an intuitive drag-and-drop interface. File sizes are dynamically calculated upon assignment, providing insights into the combined file sizes required for exporting the Business Unit.

Business Units serve as the repository for individual segments within an organization.

Line of Business Analytics Extract

Utilizing the Business Units module, a subset of interactions can be efficiently exported.

  • Select the required Business Unit/Line of Business.
  • Select a Date Range.
  • Choose Selection Criteria: A random set of {x} calls or a percentage.
  • Select Destination: Local storage or Cloud storage.
  • Process...

The output is sorted by:

  • Business Unit/Line of Business
  • Year
  • Month
  • Day

Encrypted calls will be decrypted before export.

Requires 'Export' privileges.

IAP Features

Explore the many features offered by IAP:

  • Search, play, and export archived interactions.
  • Play encrypted interactions.
  • Create notations for each interaction.
  • Regional separation Learn More
  • Attached Data Search Learn More
  • Play screen recordings.

Regions

Genesys MultiCloud® interactions can be segmented by region. Especially for multi-site customers, this becomes vital to allow segmentation of interactions where they require each region to only have access to their own recordings. Each region may also require their own specific encryption file. IAP offers a setable option, at the user level, where each user can be limited to their own specific region, or alternatively, allow them to view interactions for all regions.


Attached Data Search

Genesys MultiCloud® CX interactions can contain attached data in the form of key/value pairs. This information can contain various pieces of important information such as:

  • Customer Contact ID
  • Account Number
  • Product Types
  • Business Result
  • Various pieces of queueing information
  • Etc...

IAP allows users to search by these key/value pairs. The returned result will contain all interactions which match the criteria, within the selected date/time range.

Flexible Data Retention Rules

Configure multiple levels of data retention using the following hierarchy:

  • Region: For multi-region deployments, each region can have its own retention plan.
  • Virtual Queue: Each virtual queue can have its own retention plan.
  • Business Units: Each business unit, assigned various access groups, can have its own retention plan.
  • Access Groups: Each individual access group can have its own specific retention plan.

It is possible to set a region to retain all interactions for a specific time period (e.g., 7 years). However, there may be interactions within that region handled by a specific virtual queue, which only need to be held for 5 years. Additionally, within that region, there may be business units that only need to retain their interactions for 2 years. Furthermore, within that business unit, some access groups may only need their interactions retained for 90 days.

By setting retention policies at various levels, overall control of interaction retention can be achieved from a macro to micro level.

Interaction Player

Screen shot examples

Playing an interaction mainpage

Frequently Asked Questions

Questions asked by customers related to deploying IAP


Warning: include_once(modern_footer.php): Failed to open stream: No such file or directory in /var/www/html/index.php on line 941

Warning: include_once(): Failed opening 'modern_footer.php' for inclusion (include_path='.:/usr/share/php') in /var/www/html/index.php on line 941