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.
For Genesys Cloud™
Turn every conversation into action
See the full conversation, then take the next step.
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Why Mediabriz
Less hunting. More doing.
See the full conversation, then turn the customer’s request into the next step without retyping it.
Customer conversations shouldn’t slow agents down
- Switching between tools breaks focus
- Missing context leads to slower replies
- Not knowing who to help next costs time
- Retyping customer requests into other systems wastes time
Everything stays in your Genesys Cloud workflow
- Work the full conversation in one place
- Keep context and history visible
- Always know who to reply to next
- Turn customer requests into actions your agent approves
Works across every channel & format
Features
Everything agents need to
understand, then act
Context, messages, and files in one place, so agents reply faster and with more confidence.
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 Channels
Works across messaging, email, social, SMS, and other Genesys Cloud interactions. Voice calls and callbacks are supported too. Conversations can be in any language. Mediabriz is available in multiple languages.
Clarity & Visibility
Understand Every Conversation Faster
Productivity & Collaboration
Work together, then take action
Conversation Actions
Turn a customer request into a structured action, then send it to your systems.
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
Stay Responsive
Reply Faster, Never Miss a Message
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.
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
AI creates the work from the conversation. Your agents approve.
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.
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
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. 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, and actions tailor-made for your workflows
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: turn a request into an orderWork 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
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.
Protect agents from unsafe content
Customer files can carry risk. Mediabriz Guard screens them before an agent opens them, and alerts the team if something is flagged.
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 GuardFaster 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
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.
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 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.
Mediabriz Introduction
A quick walkthrough of conversation context, the product tour, and turning conversations into action
Conversation Messages
See the full conversation, messages and files in one place
Conversation Search
Find the conversations that matter, fast
Media Collaboration Tools
Comment, highlight, and manage follow-ups
Manage Follow-Ups
Track and act on saved items across conversations
Edit PDFs and Images
Mark up documents and images in place
Creating an Audio Playlist
Queue and play conversation audio in order
Get in Touch
Contact Us
Have questions about Mediabriz? We're here to help. Send us a message and we'll get back to you shortly.