A global flexible workspace provider: getting a real-time dialler back to real time

The client already made extensive, deeply integrated use of Genesys Cloud CX. When a prospective customer expressed interest on its website, events and triggers in Microsoft Dynamics updated the calling lists on the Genesys Cloud CX outbound dialler in real time, so that a salesperson could call back while the interest was fresh. In this business, the speed of that follow-up is directly linked to winning the customer.

Over time, the logic between the website and the dialler had grown: algorithms, decision making, switches, cases, tasks and modules across Microsoft Dynamics and other back-end systems. That complexity was now slowing the whole chain. The dialler was slipping out of real-time parity with the triggers that fed it, enquiries waited longer than they should for a call, and the delay was costing real money and lost opportunity.

QVCCS was brought in to act as the expert to the experts, guiding both the client's highly skilled IT team and the incumbent Genesys systems integrator and reseller. Through a series of hands-on workshops and technical deep dives, we traced the path from a website enquiry to a dialled call, examined where each decision was made and which logic needed to run in real time, and identified the bottlenecks in the current architecture.

From that analysis came clear, prioritised advice on remediating the workflows, so that the triggers and the dialler's ability to act on them could be brought back closer together. This was pure best-practice technical consulting: at no point did QVCCS change the client's configuration. Our role was to instruct, guide and point the client and its partner in the right direction, and leave them confident to make the changes themselves.

• Hands-on workshops with the client's IT team and its Genesys partner
• Technical deep dives into the Dynamics events, triggers and back-end logic
• Analysis of how calling list updates reached the Genesys Cloud CX outbound dialler
• Prioritised remediation advice, owned and implemented by the client and its partner

The solution was advice rather than a build, and that was the point. The client already had the skills and the partner to make changes; what it needed was an independent, deep understanding of how Genesys Cloud CX outbound campaigns and contact lists behave under a heavy, real-time integration load, and where its own architecture was working against them.

The workshops gave the client's engineers and its partner a shared picture of the end-to-end flow, from website to Dynamics to dialler to agent, and a common view of which steps belonged in the real-time path and which did not. With that shared understanding, the remediation plan was theirs to own, sequence and deliver.

The technical consulting was completed as planned within a month, and the client confirmed that it was happy with the consultancy provided. It then proceeded under its own steam, with its incumbent Genesys partner, to make the advised changes, using the shared understanding of the flow that the workshops had built.

• Bottlenecks between Dynamics triggers and the outbound dialler identified
• A prioritised remediation plan the client and its partner could own
• No configuration changes by QVCCS, and no disruption to live operations
• Consulting completed within a month, as planned

Not every engagement should end with QVCCS building something. Here the client and its partner were capable; what they lacked was time and distance to see the whole system at once. A short, focused consultancy that respected their ownership, explained the platform's behaviour clearly and left them with a plan they believed in was worth more than a team of extra hands. That is what being the expert to the experts means.

It also shows that speed to lead is a property of the whole system, not of the dialler alone. A dialler can only call as fast as records reach it, so the integration around it deserves the same design discipline as the campaign itself, and the same scrutiny whenever new logic is added to the path.