A digital banking technology provider: its own Genesys Cloud CX after separation

When a business is separated from the group that owned it, every shared system has to be untangled, and the contact centre is one of the hardest to move because customers notice the moment it falters. This provider of digital banking technology had served its customers from its former parent's Genesys Cloud organisation, alongside the parent's own operations. Separation meant it needed a contact centre of its own: its own Genesys Cloud CX subscription, bought directly from Genesys, its own numbers, its own identity and its own integrations, with the same service on the first day as the last.

The contact centre was one workstream inside a much larger IT transformation, run by a global systems integrator in parallel, covering the systems the business would take with it. Our project had to fit that programme's gates and milestones completely, and its key dependencies, such as the new Salesforce environments and the business's own Microsoft tenant, were being built at the same time.

QVCCS was the implementation and migration partner for the contact centre, sub-contracted to the global systems integrator. We took the work from discovery to go-live, starting from what customers experienced on the parent's platform and cloning it like-for-like wherever that was possible, then simplifying where the business asked us to. Every stage was planned against the wider programme, so the contact centre was never the reason another workstream waited.

1. Technical and business discovery workshops with the business's teams
2. A functional requirements specification and a high-level design
3. Low-level designs and interface contracts for the Salesforce integration
4. Build and system integration testing in a lab organisation, then user acceptance testing
5. Rebuild and revalidation in the production organisation
6. Cutover runbook, go-live and the port of the numbers to Genesys

On the parent's platform, the business's calls had arrived through separate inbound flows. The business wanted one experience, so we brought them together. All eight main numbers now point to a single unified flow, which works out who is calling and why before routing the call. It combines the caller's stated intent with live lookups into Salesforce to establish the customer's profile, and then distributes the call to the right queue by product or service area, based on the customer record and the menu choices the caller made.

One flow is simpler to run and to change than several, and it treats every customer consistently whichever number they dial. Data actions and custom data actions carry the lookups, and the Salesforce embeddable framework gives agents the customer's record alongside the call, so the routing decision and the agent's view start from the same information.

Genesys Cloud was first bought as a single organisation, but the new Salesforce estate had several instances for development, testing and production, and a Genesys Cloud organisation can integrate with only one of them. Testing the integration against a non-production Salesforce instance would have meant pointing the live contact centre at test data, so we raised a change request through the integrator for a second Genesys subscription: a lab and development organisation alongside production.

The build, system integration testing and user acceptance testing ran in the lab organisation against the Salesforce sandbox. The configuration was then rebuilt in production with the production integration and revalidated there before go-live. The Salesforce data actions, custom data actions and embeddable framework now run in both, so the business keeps a safe place for training new starters, testing change and trying new ideas without touching live service.

Sixty agents across North America, Europe and India work in Genesys Cloud CX 1, using WebRTC phones in the browser, with media regions keeping voice close to the agents in each part of the world. Microsoft Entra ID provides single sign-on, and SCIM keeps users and group memberships in step with the business's own directory. Calls come in on Genesys Cloud Voice numbers. Alongside our build, the integrator delivered Microsoft Teams telephony through Operator Connect and connected it to the contact centre, so agents and the back office work as one business.

The business moved in one cutover in December 2025. At cutover, the existing numbers were forwarded to new Genesys Cloud Voice numbers, so every call reached the new contact centre at once and the parent's platform could be left behind; the numbers were then ported natively to Genesys afterwards, so the forwarding could be removed. Go-live came a little later than first planned. The contact centre workstream was ready; the date moved to suit the business's operational readiness for separation.

The provider now runs its own contact centre on its own subscriptions, with a production organisation for customers and a lab organisation for everything else, both integrated with Salesforce and both under its own control. Throughout, the contact centre kept pace with the wider programme, meeting each of its gates on the way to separation.

• A separate Genesys Cloud CX contact centre for sixty agents in three regions
• Eight main numbers into one unified, Salesforce-aware flow
• Production and lab organisations, each integrated with its own Salesforce instance
• Entra single sign-on and SCIM, and Teams through Operator Connect
• One cutover by number forwarding, then native porting to Genesys