A major US resort and casino: Genesys Cloud CX beside its hotel PBX, with secure payments

The resort runs a very large hotel and casino operation, and its guests call for everything from a new suite reservation to a late checkout, a show booking or help from a casino host. Those calls were spread across several teams and tools. The resort chose Genesys Cloud CX for an omnichannel contact centre that would bring voice and email together first and become the base for later innovation.

Two things could not change. The resort's Avaya PBX serves thousands of rooms, departments and back-office functions, and it was staying. Guests and staff had to keep reaching the contact centre from any room or extension, and agents had to keep transferring to them. And agents take card payments by phone every day, so card numbers had to stay out of the contact centre, its recordings and its agents' hearing, without making payment harder for the guest.

QVCCS was the Genesys Cloud CX specialist for a global systems integrator and Genesys reseller, working with the integrator's project and telephony teams, the resort's telecoms, IT and operations staff, the carrier and the payments provider. The phase 1 scope was a minimum viable product on Genesys Cloud CX 3: voice first, with email, workforce management, quality management and secure payments, and the foundations for later phases. Discovery produced a full design pack, and the call flow design alone went through fifteen agreed versions before build.

1. Discovery workshops, use-case mapping and a statement of every requirement
2. High-level design, network diagrams and firewall requirements
3. SIP designs for the carrier, the Avaya PBX and the payments provider
4. Call flows, email flows, data tables and LMS data actions in Architect
5. Entra ID single sign-on and SCIM, roles, divisions and queues
6. Workforce management, recording and quality forms
7. Testing with the resort's teams, cutover, hypercare and warranty support

Genesys Cloud CX connects through BYOC Cloud trunks over TLS with secure RTP, with media in the US West (Oregon) region close to the resort. The design joins three parties. The carrier's Ribbon SBCs deliver the public numbers, through a primary and a backup connection to geographically separate SBCs. The resort's Avaya PBX connects through Avaya and Oracle SBCs. And between them sits the payments provider's SBCs, hosted in the cloud, which carry the calls on which an agent may need to take a card.

Routing in the payments layer follows clear rules. Calls from the carrier to defined number ranges go to Genesys Cloud, and the rest to the PBX. Calls from the PBX to defined ranges go to Genesys Cloud, and the rest to the carrier. Calls from Genesys Cloud to a 5-digit extension or a defined range go to the PBX, and everything else to the carrier. QVCCS built Genesys Cloud dial plans so that extension calls were always five digits, which lets the payments layer tell a room or department from a public number without any lookup.

Guests in their rooms and staff on extensions therefore reach the contact centre exactly as before, and agents transfer to any room or department by extension. The resort's directory was imported into Genesys Cloud as external contacts, so agents can search for a department or person and call them from the agent interface instead of keeping a separate list.

When a guest wants to pay, the agent starts a secure payment from a screen inside Genesys Cloud. The guest keys the card number, expiry date and security code on the telephone keypad. The payments provider's SBCs capture those tones for the payment and remove them before the audio reaches Genesys Cloud, so the agent stays on the line and can help, but card numbers never reach the agent, the recording or the contact centre. Tones are carried as RFC 2833 events or SIP INFO, agreed across every SBC in the path.

Resilience was designed in. If the payments service were unavailable, Genesys Cloud has direct trunks to the resort's disaster recovery Avaya SBCs, so calls to rooms and to the public network continue through the PBX, bypassing the payments layer. In that state calls keep flowing but agents cannot take secure payments, and the design and the runbooks say so plainly. Genesys Cloud's own redaction of card and personal data in recordings and transcripts is a best-effort second line, not a replacement.

Around two dozen inbound Architect flows serve reservations, in-stay guest services, gaming guest services and duty managers, entered from public numbers, internal numbers and the service buttons on in-room phones. Each flow looks up the caller's number in the resort's LMS reservation and loyalty data through Genesys Cloud data actions, stores the results as participant data and shows them to the agent when the call arrives, so the agent knows who is calling and what they have booked before saying a word.

Loyalty data drives the routing. Guests in the top loyalty tiers go to VIP queues with tighter service level targets, and an unanswered VIP call falls back to a duty managers' VIP queue rather than waiting. A prioritised guest table, kept by supervisors, adds an advantage of about a minute in the queue per priority point for chosen numbers or suites. Callers to the reservations line describe their request in their own words, captured by a speech and DTMF bot flow, and the agent sees what they asked for.

More than thirty queues carry the work, with schedules for each service area, overnight hand-over to duty managers set from a data table, and a single outbound queue so every outbound call shows one consistent caller ID. A ring group alerts every supervisor at once if an automated guest system fails and calls need a person to follow up.

Operations can change the guest experience without a change request. One data table holds an emergency message for every queue and a master entry for the whole resort. Each flow checks it before offering the queue: if a message is enabled it is spoken to the caller, and if the disconnect flag is set the call ends after the message, closing that queue or the whole contact centre in seconds. Supervisors type the message and it is spoken in the same voice as the rest of the prompts.

Prompts use fixed recordings generated with an AI voice, with dynamic text-to-speech in that same voice wherever words must change at runtime, so the guest hears one consistent voice throughout. A dead air check helps agents with suspected robocalls: the agent sends the call to a flow that asks the caller to key two random digits. A person who keys them returns to the original queue with priority, and a machine that cannot is disconnected.

In the queue, callers hear the resort's own audio and comfort messages. When the estimated wait is long, callers are offered a callback once, on their own number or one they key and confirm, and keep their place in the queue. If a callback cannot be created, the caller simply stays on hold.

Agents use WebRTC phones in the Genesys Cloud desktop app, with no hard phones, signing in with Entra ID single sign-on. SCIM keeps users in step with the resort's directory, and three Entra groups give each person the agent, supervisor or administrator role they need. Every call is recorded with the agent's screen, under retention policies set per channel, and speech and text analytics was switched on for a limited group to begin mining conversations for later phases.

Email arrives on five routes for reservations, reservation data, trade partners, travel agents and host requests. The inbound email flow parses the subject to adjust routing, agents receive one email at a time so voice stays covered, and an email offered for five minutes without being accepted moves on. Eighteen wrap-up codes record why each email arrived. The Email Wizard add-on lets supervisors search queued email, claim or transfer it and work through backlogs, which the operation needed from the first day.

Workforce management forecasts from eleven months of call history, imported for each of twenty-two queues, and agents check schedules on their phones with the Tempo app. Supervisors score calls on two evaluation forms, one for reservations and one for guest services, built from the resort's own service standards. Dashboards and a gamification profile complete the operation's view. Two-way SMS was deployed in a standalone development organisation for prototyping.

• Genesys Cloud CX 3 for 125 concurrent agents, in the US West (Oregon) region
• BYOC Cloud trunks to Ribbon, Avaya and Oracle SBCs, and to the payments SBCs
• LMS reservation and loyalty data on every call through data actions
• Emergency messages, kill switch and guest priority in data tables
• Five email routes with the Email Wizard add-on
• Workforce management, recording, quality forms and speech analytics

The build was tested end to end with the resort's teams: every flow and number, transfers between Genesys Cloud and the PBX in both directions, secure payments, email routes and the agent screen. Configuration was built against non-production LMS endpoints and moved to production endpoints for go-live, with a separate development organisation kept for ongoing change and prototyping.

Voice and email went live on 28 April 2026, exactly as planned, with no delays and nothing late from any party. The cutover was flawless, with no impact on guests, and was followed by hypercare and a period of warranty support.

Phase 1.5 builds on the deployed solution rather than replacing it, and is in progress. It adds after-hours routing so in-room entertainment and dining buttons reach in-stay guest services when reservations is closed; explicit interaction priority across the gaming guest services queues; and three transfer-only queues that give an expedited transfer priority, so a guest moved between teams does not start waiting again. A dedicated premium reservations line gains its own flow, hold audio and an adjustable priority held in its own data table.

Reservations gains a virtual hold that keeps the guest's place when the wait is long, barge-in is turned off on the main menu, and billing requests are recognised and routed directly. Email gains a loyalty-benefits route and a supervised way to remove junk from queues. Speech and text analytics gains a resort dictionary and topic mining on every voice queue, which will feed automated quality evaluations for reservations and guest services.

The resort's reservations, in-stay guest services and gaming guest services teams now work on one Genesys Cloud CX contact centre, alongside the Avaya PBX that still serves every room and department. Agents know who is calling and why before they answer, take card payments without ever hearing a card number, and work from one screen for voice and email. The go-live caused no disruption to guests and gave agents a significantly better experience.

The resort's operations team controls its own emergency messages, guest priorities and hours without raising a change, the configuration is documented from design to build, and a development organisation is kept for safe change. The platform is ready for the next steps, already under way in Phase 1.5.

• Live on 28 April 2026, exactly as planned, with no impact on guests
• 125 concurrent agents on Genesys Cloud CX 3
• Calls to and from thousands of rooms through the existing Avaya PBX
• Card numbers kept out of the contact centre by the payments layer
• Guest-aware routing from reservation and loyalty data
• A significantly better agent experience