Take the call with the whole story in front of you
Mediabriz now recognizes voice calls and callbacks, showing the call details and the caller's previous digital conversations the moment the call connects.
Mediabriz has always lived in digital conversations: the media gallery, the message timeline, customer history, AI tools. Voice was the one channel where it stepped aside. Not anymore. When an agent takes a voice call or a callback, Mediabriz now opens a conversation overview for it, so the person on the line arrives with context instead of a blank slate.
The call, at a glance
The overview shows the caller’s number and the details that frame the call: the queue it came from, how long the caller waited, and transfer information when the call was passed along. The first questions of any call, answered before you say hello.
Their digital history, found by their phone number
Here is the part that changes how voice feels. Mediabriz looks up the caller’s number and surfaces their previous digital conversations from the last 30 days, across WhatsApp and SMS, and across every channel including email when Genesys has a contact record for them. Each one is a click away, and the most recent conversation comes with a quick preview right on the overview.
That WhatsApp thread from last week, the email exchange, the photos they sent: it used to take manual searching to find any of it while a customer waited on the line. Now it is in front of you the moment the call connects.
When Genesys knows the caller
If the caller matches an external contact in Genesys, their contact card appears on the overview too, so a recognized customer is greeted as one.
In your language, at no additional cost
Like the rest of Mediabriz, the voice overview appears in your agents’ language, and the conversation content itself is handled in whatever language your customers use. And voice conversations themselves are not billed: this is added value on top of the Mediabriz you already use. Voice support is rolling out in the next Mediabriz release.