emite is a contact centre data and intelligence platform from Prophecy International, an ASX-listed software company. Genesys orchestrates the interaction, routing work across human employees and Agentic Virtual Agents. emite orchestrates the measurement of it, connecting Genesys Cloud CX, PureEngage and PureConnect to workforce management, CRM and financial systems in one governed semantic layer.
That layer is what lets leaders compare human and AI agent performance side by side, prove what automation returned to the business, and through AskEmite, ask the whole picture a question in plain language.
A single technical flow from Genesys source systems through integration, transformation, KPI processing and dashboard delivery.
Outcome: Genesys operational data is transformed by emite into consistent dashboards, reports and trusted KPIs for day-to-day decision-making — across every team, queue and site.
Orchestration is what carries an operational number the whole distance: collected from every source that bears on it, resolved against shared definitions, analysed for cause, and handed to the person who can act in the form that person can act on. One worked example, from a single afternoon.
Genesys generates a rich stream of interaction, queue and agent data. emite extends what your organisation can do with it.
How different teams use emite to work with Genesys data every day.
Operations Manager
Service level drops in the Billing queue. Instead of exporting reports and cross-referencing schedules by hand, the manager asks AskEmite what changed — and gets the root cause and a staffing fix in the same conversation.
Workforce Management Leader
Historical Genesys volume and handle-time trends flow into emite alongside current adherence data, so under- or over-resourcing shows up before it hits service level — not after.
IT / Contact Center Director
Mid-migration from PureConnect to Genesys Cloud, Connect2Cloud keeps both environments reporting in parallel, so leadership has continuous, comparable visibility instead of a reporting gap
CX / Operations Leader
A board-ready view blends Genesys performance data with Salesforce and Zendesk data in one trusted report, instead of stitching together exports from three separate systems.
Autonomous agents are only as reliable as the data they are pointed at. Genesys Contextual Intelligence carries memory through the interaction. What sits outside the interaction — the customer’s billing history, their open cases, what they are worth, what they were promised last month — lives in systems the contact centre does not own.
emite is where those systems resolve into one governed model with agreed definitions, lineage and federated access. That model has two jobs as AI takes on more of the work.
1 / For the systems that act
When an autonomous system or a conversational tool reaches for enterprise data, the answer it gets should be the same answer a human supervisor would get, with the same definition behind it and the same access rules applied. A governed semantic layer is how an organisation makes that true across every system rather than one at a time.
2 / For the people accountable
The measurement layer sits outside the systems doing the work. When leadership asks whether automation delivered what was promised, the answer comes from a model that spans Genesys, CRM and the business — not from the platform grading its own performance.
Genesys agents act. AskEmite is where the people responsible for that operation understand it — an analytical layer that works across every source emite has orchestrated, not only what one platform can see.
AskEmite is built natively into emite and draws on the same governed model that serves every dashboard and report, which is what allows an answer to be traced back to source and checked before anyone acts on it.
Why average handle time moved in a queue, which teams drove a change in service level, how a virtual agent performed against the humans working the same queue — asked in plain language, answered from the model, with the working available to follow.
Anomalies against expected behaviour, and where a metric has begun to diverge from its baseline, raised without being queried.
Forecast shifts and the operational consequence of a staffing or routing decision before it is made.
Where performance has moved away from its baseline over time, and when the divergence started.
Questions a leader can ask
How did the virtual agent perform against the humans on the same queue last week?
Which teams drove the change in service level yesterday?
How did adherence track against forecast at the Melbourne site this month?
Where is abandonment rising faster than volume, and since when?
What makes the answer usable
Explainable
You can see what the answer was drawn from and follow it through to the underlying detail. An answer a leader cannot check is not one they can act on.
Governed
The same federated access rules that apply to every other view of the model apply to AskEmite, so teams, business units and partners see only their own scope.
Consistent with your reporting
Because AskEmite and your dashboards resolve against the same metric definitions, an answer and a report do not need reconciling before a decision can be made.
Framed for the person asking
The same underlying truth is presented at the resolution the role needs, from queue-level detail to an executive view of the estate.
Whichever Genesys environment you run — or are migrating between — emite gives you one consistent reporting layer.
Embedded in your Genesys Cloud instance, emite connects your CRM, service desk and business data together in one platform — turning real-time and historical information into better customer experiences.
A true, all-in-one omnichannel reporting layer for PureEngage and PureConnect environments, built for maximum reliability, flexibility and control across cloud and on-premises deployments.
Migrating from PureConnect to Genesys Cloud? emite runs both data visualization modes in parallel, easing migration pain and keeping contact center managers reporting without a gap.
Migrating from Avaya Aura CMS? PureBridge carries your historical analytics into the same familiar dashboard look and feel, then merges it with new Genesys Cloud data — while emite Data Adapters tie in revenue and other business metrics alongside your contact center statistics.
emite supports Genesys Cloud, Genesys PureEngage and Genesys PureConnect, and includes migration tooling — Connect2Cloud and PureBridge — for teams moving between platforms or from Avaya Aura CMS.
emite Advanced iPaaS connects to Genesys APIs and event streams to collect interaction, queue, agent state, digital channel and workforce management data through API collection, scheduled extraction and event ingestion, with data validation and secure transfer at every step.
Yes. emite connects to sources like Salesforce and Zendesk alongside Genesys, standardizing everything into one trusted data model so it can be visualized and reported on together.
AskEmite is emite’s AI intelligence agent. Once Genesys data is flowing through emite’s trusted reporting layer, operations teams can ask AskEmite plain-language questions about service performance, staffing trends or queue issues instead of building a custom report.
Yes. emite’s out-of-the-box dashboards combine real-time and historical Genesys data in a single view, including omnichannel signals like chat and sentiment.
Yes. AskEmite answers are drawn from emite’s governed model, and the supporting detail behind an answer is available to follow through to source. The same federated access rules that apply to dashboards and reports apply to AskEmite, so an answer never exposes data a user is not entitled to see.
Data orchestration is the practice of collecting data from every system that bears on an operational result, resolving it against shared definitions, and moving it through to the point of decision as one governed flow. In a contact centre that means interaction and queue data from the CCaaS platform, adherence and forecast data from workforce management, and outcome data from CRM and business systems, brought into a single model rather than reconciled after the fact.
Yes. emite Advanced iPaaS connects to workforce management, CRM, ticketing and business systems alongside Genesys, standardising everything into one governed model so adherence, forecast variance, schedule performance and customer outcomes resolve against the same metric definitions as operational reporting.
No. emite calculates KPIs, produces dashboards and answers questions within the platform itself, rather than staging data for a separate BI tool to analyse. Organisations with an existing BI investment can still consume emite data, but the analytical work does not have to sit with a BI team.
Yes. emite supports Genesys Cloud CX and earlier Genesys platform generations in parallel, so reporting and historical comparison continue through a migration rather than restarting after it. Connect2Cloud runs both environments side by side during a PureConnect to Genesys Cloud CX transition.
Yes. emite is listed on the Genesys AppFoundry, and is also available on AWS Marketplace.
Contact Centre Directors, Operations Managers, Workforce Planning Managers, Heads of CX, and CIOs and data leaders, across organisations in APAC, EMEA and North America.
