A UK healthcare services provider: live on Genesys Cloud first, then delivery self-service

The provider delivers medicines and clinical services to patients at home, and its contact centre is where patients call about prescriptions, deliveries and nursing visits. It ran on a 3CX phone system with three problems the business could no longer live with: reporting it could not trust, call transfers that wasted time for patients and staff, and no knowledge base to give agents consistent answers. It chose Genesys Cloud CX 3 to replace it, with voice, email, web messaging and Facebook Messenger, outbound preview campaigns, workforce management, quality management and surveys.

The bigger ambition was self-service. Many calls follow the same pattern: a patient wants to know when their delivery is due, or to book one. If the contact centre could identify the patient, check the order and offer delivery dates during the call, those patients would not need to wait for an agent at all. That depended on the provider's own systems exposing the right APIs, and on those APIs arriving on time.

QVCCS delivered the engineering on behalf of a UK Genesys reseller partner, which ran governance and project management and also supplied the carrier service. Our team led discovery, wrote the requirements specifications, designed the flows and integrations, built and tested in the platform, wrote the go-live method statements and supported each go-live through hypercare. The core of our team stayed with the programme from the first workshop in April 2025 to the change requests being designed this month, which is why each phase could build on the last rather than start again.

1. Discovery workshops from April to July 2025 and a signed requirements specification
2. A rapid MVP discovery and specification in September 2025, live in October
3. Change requests bringing new teams and lines onto the live platform
4. Phase 1 discovery, integration design and build from November 2025
5. Testing in a development organisation, then promotion and retesting in production
6. Go-live method statements, go-lives and hypercare for each release

The full design was signed off in July 2025 and the build began, but the APIs from the provider's order system were not ready, and the project's own status report had already named that dependency as the main risk. The non-dependent configuration went ahead so that no time was lost, but a contact centre whose call flows were designed around live order lookups could not go live without them.

Rather than wait, the programme pivoted. In September 2025 we ran three days of focused discovery for a minimum viable product: everything the provider needed to leave 3CX and run its contact centre on Genesys Cloud, without depending on the late integrations. The MVP requirements specification was agreed by the end of September, and the MVP went live in October, about five weeks after its discovery began. The self-service ambition was not dropped; it was moved to Phase 1, to be delivered once the APIs existed.

The MVP was a complete contact centre, not a cut-down one. Voice and email went live together. Patients' existing freephone numbers were forwarded to new numbers on the partner's SIP trunks on the day, using Bring Your Own Carrier (BYOC) Cloud, and the numbers were ported at the end of October so the forwarding could be removed. An outsourced partner's agents work in Genesys Cloud over a remote desktop session, with the WebRTC Media Helper keeping their call audio on their local PC rather than inside the session.

Web messaging and Facebook Messenger were built to the provider's specification and tested, then held back from the go-live by the provider's choice. They are ready for production use whenever the provider wants to open them. Hypercare passed with no defects reported, and the MVP moved to business-as-usual support at the end of October 2025.

• About 55 users, including supervisors and the outsourced partner's agents
• 24 numbers into three main voice flows, including a dedicated driver line
• 21 queues across voice, email, web messaging and Facebook Messenger
• Nine outbound preview campaigns, from new patients to failed deliveries
• 40 wrap-up codes, three evaluation forms, workforce management and gamification

Once the MVP was live, other teams wanted to join it. Through change requests, we added a dedicated patient support line in November 2025, with agent scripts for two patient programmes, and in December the clinical nursing and pharmacy lines: five new call flows with their in-queue experiences, joined to the main IVR so patients reach the right clinical team from the same numbers.

Each addition was designed, tested and taken live without disturbing the services already running, using the same method statement approach as the first go-live. By the time Phase 1 was ready, the platform was already carrying far more of the business than the MVP had set out to.

Phase 1 discovery ran in November 2025 and the specification was signed at the end of the month. The integrations took shape over the following weeks as the provider's APIs arrived. Genesys Cloud data actions call an integration engine in front of the provider's Microsoft order system in real time, and a Power Automate endpoint built by the provider's own architect returns the two-hour delivery window from its delivery-tracking system. Together they let the IVR handle a delivery from start to finish.

We later tuned the main IVR to make fewer calls to the delivery-date lookup and to send specific cases, such as orders still in the pharmacy or missing order numbers, straight to an agent, so self-service handles what it should and nothing more.

1. Identify the patient from their phone number and return their account and therapy
2. Check the prescription: whether an order is open, already booked or awaiting a date
3. Offer up to three available delivery dates for the patient's address
4. Book the order for the chosen date, adding ancillary items such as a sharps bin
5. Tell patients the two-hour window for a delivery already on its way

Phase 1 was built in a separate development organisation so that the live contact centre was never at risk. System integration testing ran there in March 2026, followed by integration testing with the provider's developers and ten days of user acceptance testing by the provider's own team. The configuration was then promoted to production, where system integration testing and user acceptance testing were run again against the production APIs before sign-off on 13 April.

Go-live was a switch rather than a migration. On 14 April, in a planned one-hour window, the provider's live numbers were moved from the MVP flows to the new Phase 1 flows, and test calls confirmed the lookups and bookings were working. Two days later a new nursing enquiries email flow went live, built and tested the same way. A live simulation with a reference group of agents, covering every expected patient journey, was a condition of go-live.

The provider runs Genesys Cloud CX 3 in the London region, with WebRTC phones in the browser for its own staff and the WebRTC Media Helper for the outsourced partner's agents. Calls arrive over the partner's SIP trunks on BYOC Cloud. A single main IVR identifies patients and routes them to patient support, specialist therapy, VIP, driver, nursing and pharmacy teams, with self-service for deliveries built in.

Agent scripts show the patient's details from the order system, so agents start with the right account rather than asking for it. Email flows route enquiries with automatic acknowledgements, and preview campaigns support outbound work from new-patient calls to failed deliveries. Supervisors have recording, evaluation forms, workforce management and gamification, and the development organisation remains in place for every future change.

The provider left 3CX in October 2025 with a full contact centre, months before the integrations it had been waiting for were ready, and grew that platform to carry its clinical and pharmacy teams. Phase 1 went live on 14 April 2026, passed hypercare with no Genesys P1 issues and was accepted at the provider's governance meeting on 22 April.

Phase 1 was successful enough to trigger Phase 2 straight away, extending the same approach to the clinical nursing division. The outstanding items at closure were on the provider's side: the APIs to load campaign contact lists automatically, and the decision on when to open the digital channels.

• Off 3CX and live on Genesys Cloud CX 3 about five weeks after the MVP discovery
• New teams, lines and email flows added through change requests on the live platform
• Patients can check and book deliveries in the IVR, without waiting for an agent
• Every release tested in development, then retested in production
• Phase 1 accepted in April 2026, with Phase 2 started immediately

Phase 2 extends self-service to the clinical nursing division. Discovery ran in August 2026, and the design connects Genesys Cloud directly to the provider's Microsoft Dynamics 365 through Power Automate, with no middleware, so that patients can hear their next nursing visit slot in the IVR and agents can open the patient's record from the script.

Further change requests are in design: an automated outbound call that lets patients book an outstanding delivery without calling in, a bot that explains why no order is available and what happens next, and out-of-hours bots that let verified patients book or change a delivery while the lines are closed. This section will be updated as Phase 2 goes live.