A global industrial technology group: two always-open internal desks from NICE CXone

The business unit's global IT service desk takes calls from its own employees at any hour: password resets, certificate and asset issues and general IT support. Its physical security desk handles building access and security calls, and is also the fallback when a visitor at a lobby kiosk cannot reach a remote receptionist. Both run 24 hours a day, 365 days a year, with staff following the sun across South America, North Africa, South-East Asia and the US.

Both desks ran on NICE CXone as part of a larger group of businesses on that platform, and the platform continues to serve the others while their own plans take shape. This business unit was among the first to move, with an agreed date: everything off the platform by the end of September 2026. That left a short window for discovery, design, build, testing and cutover, with no room for the go-live to depend on anything outside the team's control.

QVCCS provides the group with professional services as a monthly managed service on its Genesys Cloud CX organisation, working alongside the global systems integrator and Genesys reseller that provides support and maintenance. Most months that means changes, improvements and advice. Occasionally a larger demand appears, and this was one: two complete contact centres to design, build and migrate, with a date that could not move.

Because the managed service was already in place, the work started without a procurement cycle or a new team learning the organisation. QVCCS ran it as a project in its own right, with a RAID log, a weekly status report, a project plan, a configuration checklist for each desk and sign-off at each stage, while the regular monthly service continued alongside it.

1. Five discovery sessions with both desks, IT, telecoms and networking in July 2026
2. Functional requirements specification, high-level design and configuration checklists
3. One call flow design covering both desks
4. Build in two new divisions of the existing organisation
5. System integration testing, then user acceptance testing with the desks' own teams
6. Cutover by number forwarding, training, then number porting afterwards

The desks joined the group's existing Genesys Cloud CX organisation rather than a new one. Each desk has its own division, holding its users, queues, flows, data tables and recording policies, so the business unit's configuration stays separate from everything else in the organisation and its managers see and change only what is theirs. A custom role lets call centre managers maintain their own data tables and add users without wider administrator rights.

The organisation's core region is US West (Oregon). Frankfurt was also considered; Oregon was chosen because the business unit's budget and management sit in the US. Agents in Brazil, Egypt, Malaysia and the US use WebRTC phones, and Genesys Cloud's AWS network gives them locally responsive media without a separate satellite region. Agents sign in with Microsoft Entra ID single sign-on, and internet traffic passes through the business unit's security proxy, with the design excluding Genesys Cloud media from SSL inspection, as Genesys recommends.

Employees reach the service desk on local access numbers in 18 countries, plus a US number, a toll-free number and a Microsoft Teams contact that routes to the desk from inside Teams. Each local number forwarded to one of the desk's US numbers through the legacy carriers.

To keep the go-live free of any dependence on porting, the team cut over by forwarding: the legacy footprint was pointed at new numbers on the global systems integrator's carrier, already working in Genesys Cloud, and porting and migration of the underlying service numbers followed after go-live. Porting dates are set by carriers and are hard to time exactly; forwarding meant the go-live date never depended on them.

Every call first captures the calling and dialled numbers for reporting and is checked against a blocklist, so known spam and robocall numbers are disconnected before they reach an agent. An emergency data table lets each desk broadcast a message to all callers, or change it, without asking IT. The service desk also keeps a front-end greeting its supervisors can add, change or remove at any time.

Callers then make an explicit choice to allow call recording or not, because consent rules differ between the countries the desk serves, and the recording policies follow that choice. Callers can say whether they are calling about an existing ticket and key its number, which is shown to the agent, and are asked to describe their issue in their own words, so the agent knows why they are calling before answering. VIP callers have codes that flag them to the agent.

Callers to the service desk who need building access hear the security desk's own number and are passed through, so they learn the direct route for next time. Agents record their own whisper greeting, heard by both parties when the call connects.

Each desk has one queue, with a mandatory wrap-up time suited to its work, service level targets, and the desk's own caller ID on outbound calls. In the queue, callers hear wait messages from data tables the desks maintain, and can hold or leave a voicemail. A voicemail is emailed to the desk's mailbox and also returned to the queue as a callback, keeping its place in order, so no message waits for someone to check an inbox.

Agents set secondary statuses for chat, outbound calls, projects, research or tickets, because they also work chat on another platform, and these statuses never log them out during a shift. Supervisors and the service desk's quality team can monitor, coach and barge in, and review recordings. Calls are recorded according to the caller's choice, kept for 30 days in Genesys Cloud and archived to AWS S3 for up to a year. Screen recording is being trialled with the same retention.

Integration with the business unit's ServiceNow instance was deliberately left for a later phase. With the time available, the desks chose to move first and integrate afterwards, rather than let an integration set the go-live date. The ticket numbers callers already key in, and the issue descriptions they give, are captured as interaction data and ready for that integration when it comes.

• About 65 users in two divisions of the group's organisation, on Genesys Cloud CX 3
• Recording consent, blocklist, emergency messages and VIP codes in the IVR
• Callers describe their issue before reaching an agent
• Voicemail emailed and returned to the queue as a callback
• Entra ID single sign-on and WebRTC phones in four countries
• ServiceNow integration planned for a later phase

A written integration test pack of around 65 cases covered every path through both flows. User acceptance testing followed with testers from the desks' own teams, each issue logged against its conversation ID. Almost every observation was the design working as intended, such as a known number skipping confirmation, and the fixes were to prompt wording, agreed with the service desk lead on the spot.

Both desks went live in September 2026, exactly as planned and before the agreed date, with user and supervisor training delivered by QVCCS beforehand and the desks' own managers able to change their messages, data tables and users from the first day. Porting of the underlying service numbers then followed as a separate, unhurried step.

The business unit's global IT service desk and physical security desk now run on Genesys Cloud CX, inside the group's own organisation, with their own divisions, data tables and controls. Callers choose whether they are recorded, spam is stopped at the door, and agents know why someone is calling before they answer.

For the group, the project showed what a managed professional service can absorb: a two-desk migration with a fixed date, delivered by a team that already knew the organisation and its standards, while support from the reseller and the regular monthly professional services carried on as normal. The same arrangement is ready for the businesses that follow.

• Live in September 2026, exactly as planned
• Two always-open desks moved from NICE CXone
• Go-live independent of number porting
• Delivered within an existing managed service