Genesys

Genesys is a cloud contact center platform for voice and digital channels, typically where live agent calls about a claim are actually handled. ProPay’s own communication layer, SMS, voice, chat, and web form intake, runs alongside Genesys rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.

Where ProPay and Genesys overlap

ProPay’s SMS triage resolves 7.9 percent of submitted claims without a truck roll and reduces how many homeowners need to call in at all.

ProPay’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach Genesys. That’s the volume Genesys doesn’t have to handle.

Where a call does reach Genesys, ProPay can pass the agent the current claim and triage status so the homeowner doesn’t repeat what they already told ProPay by text.

How the Genesys connection works

Genesys exposes an API for screen-pop and case context, which is where ProPay writes claim status ahead of an inbound call.

A Forward Deployed Engineer sets up the specific handoff points between ProPay and Genesys during deployment, which claim events should write into Genesys, and on what trigger.

What stays in Genesys

Genesys continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.

Data handling and security

Claim status written into Genesys comes from a company-specific ProPay instance, one client’s claim and customer data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every automated communication ProPay sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding Genesys is auditable back to why it was sent.

Deploying the integration

A dedicated Forward Deployed Engineer configures the specific events that sync between ProPay and Genesys, matching how your team already uses Genesys for support.

Frequently asked questions about ProPay and Genesys

Does ProPay replace Genesys?

No. Genesys continues to handle the support workflows it already runs; ProPay’s own SMS, voice, and chat triage handles the claim itself and shares status with Genesys where the two overlap.

How does ProPay connect to Genesys?

Genesys exposes an API for screen-pop and case context, which is where ProPay writes claim status ahead of an inbound call.

Does ProPay reduce the volume reaching Genesys?

Where Genesys handles inbound customer contact, yes, ProPay’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Genesys.