A global healthcare software company: one support design on Genesys Cloud CX and Zendesk

Rapid growth through mergers and acquisitions had left the client with a support operation assembled from the companies it had bought. Customers in different regions reached support in different ways, agents in different countries worked with different tools, and there was no single view of how well the business was serving the healthcare organisations that relied on its software.

North America ran on RingCentral. The UK, and the Far East, Australia and New Zealand, used Anywhere365. Teams in Europe relied on local carrier SIP trunks connected to on-premises PBXs that were decades old, and some other regions answered customers on personal mobile phones or a single landline in a central office. The client decided to standardise globally on Genesys Cloud CX, rebuilt from the ground up rather than lifted and shifted.

A global systems integrator and Genesys reseller led the programme through discovery, design, build, test and validation, migration and go-live, and elected QVCCS as its delivery partner. Within that programme, QVCCS took the lead in designing one common solution for every region: a single design that stayed flexible enough for local market needs and the contractual obligations the client held with its customers in each country.

The heart of that design was a deep integration with Zendesk, where the client's support tickets live. Using Genesys Cloud data actions and custom integrations, we designed inbound flows that know who is calling, what they are entitled to see, and whether they are calling about an existing ticket or a new problem, then put them through to the right expert.

1. One common design across every region, with local variations for markets and contracts
2. Inbound flows integrated with Zendesk through data actions and custom integrations
3. Automated creation, assignment and routing of new Zendesk tickets
4. Integration between Genesys Cloud CX and Microsoft Teams
5. Genesys Cloud Communicate users for PBX-style calling where required
6. An AppFoundry partner application giving concurrent users a mobile office
7. A BYOC SIP trunk, and Microsoft Teams Operator Connect through the client's chosen global telecoms provider

When a customer calls, the flow first identifies the caller as a Zendesk contact and maps them to their account. It then establishes their rights and entitlements to open tickets, so that each caller is only ever told about the tickets they are entitled to see: one user's tickets, not a colleague's. The flow counts the open tickets that meet those rules and asks whether the call is about one of them or about something new, so that existing work goes back to the people already handling it.

For a new problem, the caller is verified and then describes the issue. The flow transcribes it into a new ticket with a subject and a detailed body, creates the ticket in Zendesk, assigns it to the relevant product owner or software area, identifies the ticket owner by name, and routes the caller, with the new ticket, directly to the right expert. The customer explains the problem once, and the expert answers already knowing what it is.

Around the support flows, Genesys Cloud CX was integrated with Microsoft Teams, Genesys Cloud Communicate provided PBX functionality for users who needed it, and an AppFoundry partner application gave concurrent users a mobile office. Voice reached the platform over a BYOC SIP trunk, with Microsoft Teams Operator Connect supplied through the client's elected global telecoms provider.

The project completed on time and on budget. North America went live first, followed by the UK team, then the Australia and New Zealand team, and then the Swedish and German teams in rapid, back-to-back go-lives. With a common design proven in one region, each further migration was a matter of applying it, with its local variations, rather than starting again.

Phase one was a resounding success and immediately enabled further innovation. A phase two followed, refining the inbound flows and adding new functionality from the Genesys Cloud CX entitlements the client already held under its subscription, making more of the platform the client had already chosen.

• RingCentral, Anywhere365, ageing PBXs, mobiles and landlines replaced by one platform
• Callers identified, entitled and matched to their Zendesk tickets automatically
• New tickets created, assigned and routed to the right expert in a single call
• Delivered on time and on budget, followed by a phase two

Businesses built through acquisition rarely need another collection of local solutions. What made this programme work was a single design, owned and documented once, with deliberate room for the differences each market and contract required. That let the systems integrator run fast, repeatable go-lives, and gave the client one support service it could measure and improve everywhere.

It also shows the value of putting the support system of record at the centre of the voice design. Because the flows understood Zendesk contacts, accounts, entitlements and ticket ownership, the platform could do much of the work an agent would otherwise do at the start of every call, and do it the same way in every region.