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Turn every conversation into action

Understand conversations. Protect customer content. Take smarter action.

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New: Conversation Actions. Turn the conversation into the next stepMediabriz Guard screens files before agents open them

Why Mediabriz

Faster agents. Better answers. A protected organization.

Mediabriz takes the busywork out of every Genesys Cloud conversation, digital or voice, so your agents answer faster and get it right, while you stay protected and in control. It all happens inside the Genesys Cloud workspace your agents already use.

Take the busywork out of every conversation

Your agents stop retyping, re-uploading and hunting, and spend the time on the customer.

  • Customer files go to your CRM in one step, and orders and returns from a chat arrive drafted and ready to approve. No downloading, no re-uploading, no retyping.
  • Agents reply right where they are reading, in the customer’s language, without switching windows.
  • The customer waiting longest is always on top, so no one is left waiting unseen.
  • Customer details are on screen the moment a conversation opens, on calls too, so agents never have to ask twice.

Less switching. Less retyping. Faster replies.

See Conversation Actions

Replies that are right the first time

AI Reply writes the next message in one click, in the customer’s language and your brand’s tone, and your agent sends it with confidence.

  • It answers from the conversation, not from guesswork. When the answer isn’t there, the reply says the agent will check, and the agent gets a reminder to follow up.
  • It shows which customer questions the reply hasn’t answered yet, so nothing slips through.
  • Agents type a rough note in their own language, and customers get a polished reply in theirs.
  • On calls, the conversation appears in writing as it happens, so no one asks the customer to repeat an order number.

Fewer corrections. Fewer repeat questions. One consistent tone.

See AI Reply

Keep threats away from agents, and data where it belongs

With Mediabriz Guard, customer files are checked before anyone opens them. And Mediabriz never stores your conversations.

  • Guard scans every customer file before an agent can open, download or forward it, and alerts your team as soon as a threat is found.
  • Agents view files without downloading them to their computer, and you decide who can download or export.
  • Mediabriz doesn’t store message history, and AI requests are never stored or used to train models.
  • Your data stays in your region, US or EU.

Safer files. Private conversations. Your region.

See Mediabriz Guard

See everything. Run it from one place.

Know exactly how your team uses Mediabriz, and set it up for every agent from a single admin screen.

  • Mediabriz Insights, included: conversations, files, actions and detected threats across your organization, in one dashboard.
  • One admin screen sets up actions, AI Reply’s tone and what agents see.
  • IT rolls Mediabriz out to every browser through policy, once, for the whole team.

Visibility and central control.

See Mediabriz Insights
  • Built for Genesys Cloud
  • Digital and voice
  • Agents approve every send
  • No message history stored
  • US or EU data region
  • 9 languages

See what Mediabriz saves your team, on your own conversations.

Try it free onGenesys AppFoundry
Latest

What’s new in Mediabriz

Follow every call in writing as it happens, let AI write the reply and send customer files to your CRM. Plus License Manager, a new separate solution in the Mediabriz family.

License Manager for Genesys Cloud

A new, separate solution in the Mediabriz family. See Genesys Cloud license use as it happens, apply one sign-in policy and get alerted early.

Read more

Live call transcription

See every word of the call as it happens, then search it, copy a line or translate it. The words stay in the agent's browser.

Read more

AI Reply

Let AI draft the next message, or polish the one you started, in the customer's language and your team's tone. Review it and send.

Read more

Send Files to CRM

Send the invoices, photos and documents a customer shared straight to your own system in one step, without downloading and uploading again.

Read more

All news and updates

Works across every channel & format

  • Email
  • SMS
  • WhatsApp
  • Messenger
  • Instagram
  • Apple Messaging
  • Line
  • Messaging
  • Social
  • X
  • Web Messaging
  • Voice
  • Images
  • Video
  • Audio
  • PDFs
  • Documents
  • Office
Features

Everything agents need to understand, then act

Context, messages, and files in one place, so agents reply faster and with more confidence.

Everything in the Conversation

Messages, files, and context stay together inside Genesys Cloud, so agents never lose the thread to work a file somewhere else.

See the full picture

See who you're helping, what already happened, and what needs attention next, so every reply starts from the full picture.

Built for Digital and Voice

Works across messaging, email, social, SMS, and other digital interactions in Genesys Cloud, and on voice calls and callbacks with a live call transcript. Messages can be in any language. Mediabriz is available in multiple languages.

Clarity & Visibility

Understand Every Conversation Faster

Full Conversation Messages
Productivity & Collaboration

Work together, then take action

Conversation Actions

Turn a customer request into a structured action, let AI draft the reply, or send the files they shared straight to your systems.

See Conversation Actions

Compare and Track Changes

Compare images and documents side by side to quickly identify differences across conversations.

Mark What Matters

Highlight important details so nothing gets missed when the next person picks up the conversation.

Stay on Top of Follow-Ups

Save conversations or files for follow-up and manage everything in one place.

Document & Share Conversations

Export a complete conversation to PDF for documentation, review, or sharing.

Context at a Glance

Know Who You're Helping Before You Dive In

Know the Conversation at a Glance
Stay Responsive

Reply Faster, Never Miss a Message

Mediabriz next-conversation bar showing the customer waiting longest for a reply
While you work, Mediabriz keeps the next conversation to handle in view.

Know Your Next Conversation

See all your live conversations in one place, with the longest-waiting customers first, and always know which conversation to work on next while you handle the current one.

Instant New-Message Alerts

Get a subtle heads-up the moment a customer replies on another conversation, so a waiting message never slips by unseen.

Reply from the conversation window

Answer from Live Conversations or straight from the conversation's message history, right where you are reading.

Let AI write the reply

Get the next message drafted, or the one you started polished, in the customer's language and your team's tone. Review it and send.

Reply in the customer's language

Write the answer in your own language, read the translation, and send it in theirs.

Translate & Read Aloud

Understand any message instantly. Translate it into your language or have it read aloud, right from the conversation.

New · AI for Agents

Conversation Actions

Your agents approve every send: an AI draft, a suggested reply, or the files a customer shared.

Each action type is its own solution, with the fields and systems that work requires.

Subject to fair usage.

AI Drafts the Action

Mediabriz reads the conversation and drafts a structured result shaped for that action type, ready for your agent to review.

Agents Approve Every Send

A side-by-side review shows the draft next to the messages it came from. Every line is editable, and nothing is sent without explicit agent approval.

Built Around Your Workflows

Every action type gets its own solution: the fields, the review, and the delivery that work requires, from orders and returns to service cases.

Send Files to CRM

Send the invoices, photos and documents a customer shared straight to your own system in one step. The agent chooses the files and confirms.

New · AI Reply

The right words, ready to send

One click in the reply box and AI Reply writes the next message from the conversation, or turns your agent’s rough note into a clear, friendly answer. Your agent reads it, makes it their own, and sends.

See AI Reply
  • Drafts the next message, or polishes the one your agent started
  • Written in the customer's language
  • In the tone your team sets: empathetic, service-oriented, or sales-oriented
  • Reaches the customer only when your agent selects Send
Example · B2B action types

B2B Orders and Returns

For teams that sell or take returns in chat, each action is built for that work, not a generic extract. An order includes the elements an order must have. A return includes the elements a return must have.

Orders

  • Products matched to your catalog
  • Quantities and units as the customer stated them
  • Ready for the agent to send to your ERP or order system

Returns

  • Items matched to the original order or catalog
  • Quantities and reason as the customer stated them
  • Ready for the agent to send to your ERP or returns system
See Create OrderSee Create Return
Mediabriz Conversation Actions: a chat listing requested products beside a draft order with catalog-matched items, ready for the agent to review

The AI drafts. Your agent decides.

Nothing is ever sent on its own: an agent reviews and approves every action before it reaches your systems or your customer. Conversations are analyzed transiently and never stored by Mediabriz. No matter what language the conversation is in, the AI can still create the draft, even when the customer and the agent each use a different one.

Read the announcements: Create Order for teams that sell in chat, Create Return for teams that take returns in chat, actions tailor-made for your workflows, Send Files to CRM, and AI Reply for the right words in every language

How Agents Use Mediabriz

Support every stage of the conversation

From everyday interactions to deeper investigations and security protection, Mediabriz helps teams understand conversations and take the next step.

Handle. Investigate. Act. Protect.

Act: let AI draft the reply, turn a request into an order, or send their files to your CRM

Work the full conversation in context

Across channels, customers share messages, images, documents, and more. Mediabriz keeps the conversation structured, accessible, and ready to act on, without losing context.

  • See who the customer is and whether they've written before, before diving into files

  • Reply from the conversation window, and send the answer in the customer’s language

  • Each conversation has its own organized media view

  • Access and work with files instantly during live interactions

  • Navigate and review media directly alongside the conversation's messages

  • Highlight key media and add comments to keep teams aligned

Result: Faster handling and better context.

Investigate and compare customer content

When handling cases, teams often need to review multiple files to understand what changed, what’s missing, or what needs action.

  • Compare images and documents side-by-side to spot differences instantly

  • Review videos with frame-level precision and capture key snapshots

  • Listen to audio while continuing to work, without switching views

  • Analyze media instantly, no downloads or external tools required

Result: Faster investigations and clearer insights.

Optional add-on

Protect agents from unsafe content

Customer files can carry risk. Mediabriz Guard, an optional add-on for your organization, screens them before an agent opens them, and alerts the team if something is flagged.

  • With Guard, every customer file is scanned before an agent can preview or download it

  • Live in-app alert the moment a file in the conversation is flagged

  • Email alerts keep the team informed when new threats arrive

  • Review flagged files safely in Mediabriz, with no download needed

Result: Safer file handling with no extra steps for agents.

See Mediabriz Guard
Faster Reviews

Less time per conversation

Clear Context

No guesswork

Agent Efficiency

Reduce effort and move faster

Security

Mediabriz Guard

File Analysis and Protection

Screen customer content and stay ahead of threats

Customer files are screened before agents can preview, download, or interact with them. When something is flagged, you get live updates in the agent experience, plus email alerts when new threats arrive.

Screen Files Before Access

Every file is checked before an agent can open it.

Identify Potentially Unsafe Files

Flag risky files before an agent opens them.

Live Threat Updates

Get an immediate in-app alert when a file in the conversation is flagged, even with Mediabriz tucked away.

Email Alerts for New Threats

Receive mail alerts when new threats arrive, so teams stay informed beyond the agent desktop.

Never miss a threat

Live updates when it matters, email when you’re away

A clear in-app alert surfaces the moment a file in the active conversation is flagged, so agents can review it safely in Mediabriz instead of downloading from Genesys. For broader awareness, Guard can also send email alerts when new threats arrive.

  • In-app threat alert for the conversation in focus
  • Email alerts for newly detected threats
Mediabriz Guard security alert: Security threat detected. A file in this conversation was flagged as unsafe. Review it in Mediabriz.

Powered by an Industry-Leading Threat Scanning Engine

Customer-uploaded files are scanned before the agent can preview, download, or drag them out. Files identified as potentially malicious may be restricted from preview or download. Clean results are cached after the first scan, with no extra wait and no extra clicks, helping improve visibility into potentially risky customer files across the organization.

Hosted on AWS and built for Genesys Cloud. How Mediabriz handles security

Guard enhances Mediabriz Insights with additional analytics and organization-wide visibility into scan activity, detected threats, flagged files, and security trends.

Included with Mediabriz

Mediabriz Insights

Usage Analytics Dashboard

Gain visibility into customer content activity

Organization-wide analytics dashboard with visibility into conversation activity, media usage, file types, channels, and security insights.

Mediabriz Insights dashboard showing conversations handled, media items, file-type, channel and party breakdowns, and a scan overview

Volume at a Glance

Track conversations handled and media items rendered across any reporting period.

Media Breakdown

Analyze media by file type, channel, and participant.

Deeper Analytics with Guard

Expand visibility with scan activity, threat detection, and flagged files.

With Mediabriz Guard

Extend Insights with Security Visibility

Every Mediabriz organization gets usage analytics out of the box. Add Mediabriz Guard to gain visibility into scan activity, detected threats, flagged files, and security trends across the organization.

See Mediabriz Guard
Mediabriz Insights flagged-files view listing detected threats with file name, type, size, threat, party, channel, and detection time

Mediabriz Insights can be accessed directly or launched from within Genesys Cloud and is available to any user assigned the required permission.

Product Tour

See Mediabriz in Action

Explore conversation context, file protection, and everyday agent workflows.

Play video: Redefining Customer Conversations

Redefining Customer Conversations

A short introduction to Mediabriz

  • Play video: Conversation Messages

    Conversation Messages

    See the full conversation, messages and files in one place

  • Play video: Conversation Search

    Conversation Search

    Find the conversations that matter, fast

  • Play video: Managing and Prioritizing Conversations

    Managing and Prioritizing Conversations

    See who is waiting and which conversation to handle next

  • Play video: Media Collaboration Tools

    Media Collaboration Tools

    Comment, highlight, and manage follow-ups

  • Play video: Manage Follow-Ups

    Manage Follow-Ups

    Track and act on saved items across conversations

  • Play video: Edit PDFs and Images

    Edit PDFs and Images

    Mark up documents and images in place

  • Play video: Creating an Audio Playlist

    Creating an Audio Playlist

    Queue and play conversation audio in order

  • Play video: Mediabriz Introduction

    Mediabriz Introduction

    A quick walkthrough of Mediabriz

Get in Touch

Contact Us

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