An electric vehicle manufacturer: launching a new Latin American contact centre

Rapid global growth and demand for electric vehicles were taking the manufacturer into new markets, and in Latin America it needed to support dealers, distributors and drivers from the first day of sales. A new regional contact centre would serve them in more than one language, staffed by a newly recruited team for whom Genesys Cloud CX, and in many cases the contact centre itself, was entirely new.

The manufacturer's global systems integrator was building the Genesys Cloud CX configuration expertly, but from the other side of the world. It was not established in the new jurisdiction, so it could not readily deliver the training syllabus, run user acceptance testing, manage transition and go-live, or support agents in person through the snags and questions that every launch brings in its first critical days.

QVCCS supplied the regional specialists the launch needed and coordinated their work with the systems integrator and Genesys reseller building the platform. In-country support, agreed with the partner for the launch, covered the period when it mattered most. Training was designed around people, processes and the new contact centre as a service solution together, so the team learned how the operation would run as well as which buttons to press.

Coordination mattered as much as content. With the platform being configured on the other side of the world, QVCCS was the regional link between the client's new team, the systems integrator and the Genesys reseller: turning test findings into clear change requests for the remote build team, confirming each fix with the people who would use it, and keeping the launch plan aligned across time zones.

1. A training syllabus and portfolio for agents and supervisors, covering people, processes and Genesys Cloud CX
2. Delivery of that training to the new team ahead of launch
3. User acceptance testing, coordinated with the systems integrator configuring the platform remotely
4. Transition planning and go-live readiness for the new region
5. Go-live support and floor-walking through the first critical days of operation
6. Regional coordination between the client, the systems integrator and the Genesys reseller

Rather than create a separate Genesys Cloud organisation, the systems integrator built the new market, its queues and its routing as a new division within the manufacturer's existing organisation, whose home region was on the other side of the world. Divisions group and separate configuration and access inside one organisation, so the regional team saw and managed only what was theirs, while the business kept one platform worldwide.

Agents in the region used the Genesys Cloud WebRTC phone in the browser, with local telephony delivered through BYOC Cloud trunks. Genesys Cloud's Global Media Fabric lets an organisation use a media region close to its users for real-time voice, even when the organisation is homed far away, so calls stayed local while the configuration, routing and IVR flows were served by the organisation's home region. For a new market, that combination gives local call quality without a second platform to run.

The manufacturer launched its new continental contact centre on time, staffed and trained for the purpose. The launch also showed what a single Genesys Cloud CX organisation can do across continents: a regional operation delivered as a division, with local voice, governed and configured from a home region thousands of miles away.

• A new regional contact centre live for the market launch, in more than one language
• A newly recruited team trained across people, processes and platform
• Acceptance testing, transition and go-live coordinated across three organisations and two continents
• Local voice for agents from a Genesys Cloud organisation homed on another continent

Global programmes often have the build covered and the last mile exposed. The configuration can be done from anywhere, but training a new team, proving the service with them and standing beside them on launch day needs people who know both Genesys Cloud CX and the operation, available where and when the launch happens. By filling exactly that gap, and working as one team with the integrator rather than around it, QVCCS let the client open a new market with confidence.