Professional services
Genesys Cloud CX professional services.
One accountable team. One proven method.
From the first discovery workshop to in-life support aligned to your Genesys Cloud CX support model, QVCCS delivers Genesys Cloud CX through a seven-stage lifecycle with a quality gate at every stage, standard templates for every artefact, and a multidisciplinary team mustered from our own bench of certified specialists.
01 · Our approach
One practice. One accountable team.
QVCCS takes a holistic, solution-orientated approach to every Genesys Cloud CX engagement. We muster the team the project needs from our own bench of certified specialists, shape it to the work, and take collective responsibility for the outcome.
- We shape the teamArchitects, analysts, developers, telecoms and SIP engineers, testers, trainers and support engineers – drawn from our own bench and shaped to your project, not to a vacancy.
- We own the outcomeRequirements, design, build, testing, cut-over and support are one accountable workstream, so nothing falls between suppliers or between stages.
- Backed by the whole practiceEven when only one or two of us are visible to you, our design authority, the Practice Lead's engineering standards, four-eyes peer review and the full bench stand behind every decision.
- Traceable from end to endEvery requirement is traced through design, build and test to sign-off in the Requirements Traceability Matrix, so quality is shown rather than claimed.
Quo vadis? · Discover
Where are you going?
Quo vadis is Latin for “where are you going?” It is the first question we ask on every engagement, and our discovery workshops start from these six.
- 01Where is your contact centre going?The outcome you want in two years' time, not only at go-live.
- 02Who are your customers?How they want to reach you, and what makes them leave or stay.
- 03What should your people experience?Agents, supervisors and the back office: tools, knowledge, schedules and coaching.
- 04Where does the truth live?CRM, ERP, billing, knowledge and data platforms, and how Genesys Cloud CX should reach them.
- 05Where should AI answer, assist or act?And where a person must always decide.
- 06How will you run and evolve it?Your support model, change cadence and governance after go-live.
02 · The QVCCS delivery method
Seven stages. Seven quality gates. No surprises.
The same disciplined lifecycle underpins every engagement, scaled to the size of the work – a single integration or a global migration. Each stage uses proven techniques and our standard templates, and closes only when its quality gate is passed.
01 Discover
Understand the operation as it really is before anything is designed.
- Stakeholder mapping
- Discovery workshops
- Contact-reason, volume and handle-time analysis
- Current-state journey mapping
- Existing-org configuration audit (exported with CX as Code)
- Site, network and telephony readiness survey
- Discovery report
- Stakeholder map
- Current-state journey maps
- Readiness assessment
Quality gate: Discovery sign-off
02 Define
Turn ambition into clear, specific, testable requirements.
- Facilitated requirements workshops
- MoSCoW prioritisation
- User stories with Given/When/Then acceptance criteria
- Process and data mapping
- Business Requirements Document (BRD)
- Functional & Non-Functional Requirements Specification
- Requirements Traceability Matrix (RTM)
Quality gate: Requirements baseline
03 Design
Make every decision once, on paper, where change is cheap.
- Options analysis
- Architecture decision records
- Design walkthroughs
- Dialogue prototyping
- Security and data-protection design
- High-Level Design (HLD)
- Low-Level Design / build book (LLD)
- Interface Control Document (ICD)
- Dialogue design specification and prompt list
- Design decision log
- Naming and configuration standards
Quality gate: Design authority review
04 Build
Configure exactly what was designed, to engineering standards.
- Configuration to the LLD under QVCCS engineering standards
- Configuration as code with CX as Code and Archy in version control, where appropriate
- Separate development, test and production orgs where licensing allows
- Four-eyes peer review
- Build checklists
- Peer-review records
- Configuration audit against the LLD
Quality gate: Build complete
05 Prove
Show, with evidence, that it works – including when things go wrong.
- Component and unit testing
- Systems integration testing (SIT) traced to the RTM
- Negative and failure-path testing: timeouts, missing data, errors
- Performance and volume testing
- Telephony testing: carriers, numbers, failover
- Dialogue usability and accessibility testing
- User acceptance testing (UAT) with real users
- Defect triage
- Test strategy and test plan
- SIT test pack
- UAT plan and business scenario scripts
- Defect log
- Test completion report
Quality gate: Go / no-go readiness
06 Transition
Go live calmly, with a rehearsed plan and a way back.
- Cut-over rehearsal
- Number porting plan
- Rollback planning
- Role-based training and train-the-trainer
- Remote go-live command centre and virtual floor-walking
- Hypercare
- Cut-over plan and runbook
- Rollback plan
- Training plan and materials
- Operational handover pack: as-built documentation, runbooks, support model
Quality gate: Operational acceptance
07 Run & evolve
Keep it healthy, and keep it getting better, every week Genesys releases.
- Support aligned to the client's consumption model: inside the provider's service, or SLA-based up to 24x7x365 direct
- Release readiness reviews of Genesys release notes
- Monitoring and alarms, with automated engineer callout or hand-off to the provider's service desk
- Health checks
- Optimisation reviews against KPIs
- Support runbooks
- Health-check report
- Release impact assessments
- Continuous-improvement roadmap
Quality gate: Service reviews
- RAID log
- Change control
- Design authority
- Weekly status reporting
- Practice Lead peer review
03 · The bench
18 specialist roles. One team, shaped to your project.
Every member of the team is a Genesys Certified Professional, Certified Developer and Certified Specialist. We draw the right mix from this bench for each engagement, led and assured by the practice.
- Enterprise Solution Architect
- Senior Platform Practice Lead (Genesys Cloud CX)
- Solution Architect
- Senior Business Consultant / Business Analyst
- Business Analyst
- Programme Manager
- Project Manager
- Senior Developer
- Software Developer
- IT Systems, Telecoms & SIP Engineer
- Systems Integration Tester
- User Acceptance Test Lead
- Trainer
- Support Engineer
- Managed Services Lead
- Managed Service Delivery Manager
- Technical Account Manager
- Lead Engineer
04 · Services
What we deliver with it.
Cloud contact centre solutions
Genesys Cloud CX contact centre solutions from QVCCS take you from first requirements to a contact centre that is live, integrated and supported. Our entire business is built around Genesys Cloud CX, so we design, build, integrate, migrate and support complete solutions – or work alongside your own team as specialists. One team of certified architects, analysts, developers, telecoms engineers, testers and trainers focuses on people, process and technology in every stage, and takes collective responsibility for an outcome that serves your customers and your employees.
ExploreRequirements analysis & capture
Genesys Cloud requirements analysis is where every successful contact centre programme begins. QVCCS brings architects, business analysts, telecoms engineers and platform specialists together to discover how your business really works today, explore the art of the possible on Genesys Cloud CX, and capture what you need in a Business Requirements Document, a Functional & Non-Functional Requirements Specification and a Requirements Traceability Matrix. Whether you are migrating, refreshing your platform, building a first contact centre or preparing an RFP, you leave with requirements that are complete, prioritised and testable.
ExploreFunctional & non-functional requirements
Contact centre functional requirements and non-functional requirements decide whether a solution can be costed accurately, built correctly and accepted with confidence. QVCCS writes both for Genesys Cloud CX programmes and for organisations preparing an RFP: user stories for every channel and use case, functional statements of what the solution must do, and measurable non-functional requirements for availability, security, resilience, performance and service levels. Our certified analysts, architects and testers make every requirement clear, specific, complete and testable, and trace it through design to the test evidence that proves it.
ExploreHigh-level design
A Genesys Cloud high-level design sets the direction for everything that follows: architecture, regions, telephony, channels, routing, integrations, security, AI, workforce engagement and reporting. QVCCS architects write it on our standard HLD template, turning a baselined set of requirements into one agreed target solution on Genesys Cloud CX, with every major decision, option and trade-off recorded. Each HLD is peer-reviewed by our Senior Platform Practice Lead, walked through with your stakeholders and closed by a design authority review. Specialists from our own bench own it, giving you a blueprint you can sign off with confidence.
ExploreLow-level design
A Genesys Cloud low-level design turns an agreed architecture into precise, buildable configuration. QVCCS writes it on our standard LLD and build book template, specifying every object your contact centre needs: queues, routing methods, skills, wrap-up codes, operating schedules, Architect flows, data actions, roles and divisions, named to clear standards and aligned with CX as Code where you automate. Each item traces to the HLD and RTM and to the test cases that will prove it. The certified specialists who write and peer-review it also build from it, so what is delivered matches what was agreed.
ExploreInterface contracts & integration design
Genesys Cloud integration design determines whether your contact centre and your business systems work as one. QVCCS designs each integration and documents it on our standard Interface Control Document (ICD) template: API specification, field-level data mapping, data actions or events, error handling, security, service levels and ownership. Every ICD is drafted with the owners of the systems on both sides, peer-reviewed by our Senior Platform Practice Lead and signed off before build. Our certified developers then build and prove the Genesys Cloud side against the contract, so everyone knows exactly what is exchanged and what happens when things fail.
ExploreDialogue design
Our Genesys Cloud IVR dialogue design service shapes every word your customers hear and read before they reach a person. QVCCS designs call flows, prompts, voicebot and chatbot conversations, in-queue messaging and callback offers that sound like your brand and get customers where they need to go. Our certified consultants start from contact-reason evidence, write a dialogue design specification and prompt list, plan every error and escalation path, and build accessibility in from the first draft. Each prompt is traced to a requirement, built in Architect by our developers and proven through negative and usability testing with real customers.
ExplorePBX & unified communications
Genesys Cloud PBX and unified communications are intrinsic to the platform, and QVCCS designs them so your contact centre and the rest of your organisation work as one. Extensions, direct numbers, group ring, voicemail, chat, video and presence can replace a legacy PBX, or Genesys Cloud CX can integrate with Microsoft Teams, Zoom Phone or 8x8 so agents reach experts across the business in a click. Our certified architects and telecoms engineers design the number plan, carriers and integrations, test them end to end and support them afterwards.
ExploreAI & agentic AI
Agentic AI for Genesys Cloud CX turns bots that answer questions into AI agents that resolve customer requests. QVCCS has spent decades integrating contact centres with the systems of record that agents rely on – CRM, billing, ordering, fulfilment – and we now apply the same discipline to AI. Our certified architects and developers design Model Context Protocol servers, data actions and Genesys Cloud virtual agents that can look up, decide and act safely, with authentication, guardrails, testing and audit built in from the first design session to in-life support aligned to your service model.
ExploreGenesys Cloud CX implementation
Our Genesys Cloud CX implementation service takes your contact centre from signed contract to confident go-live. QVCCS musters a certified, multidisciplinary team from its own bench and leads it through a seven-stage lifecycle with a quality gate at every step: requirements baselined in a BRD and traceability matrix, high- and low-level designs approved by design authority, configuration built to the build book and peer reviewed, then SIT, negative, performance and user acceptance testing. We rehearse cut-over, train your teams, run a remote go-live command centre and stay through hypercare, whether we deliver direct or alongside your systems integrator.
ExploreSupport & maintenance
Our Genesys Cloud support and maintenance aligns to how you procure, consume and contract Genesys Cloud CX – and who you buy it through. Contract support with QVCCS directly and we provide SLA-based incident, problem and change management, up to 24x7x365, with monitoring, alarms and automated engineer callout. Where Genesys, a systems integrator or a managed service provider delivers first-line support, we work inside their service delivery model as the specialist change and escalation layer, typically through our managed professional services tiers. Either way, certified engineers assess every weekly Genesys release, run health checks and keep runbooks current.
ExploreManaged Professional Services
Genesys Cloud CX managed services from QVCCS give you specialist hands for safe, continuous change to a live contact centre. Choose from four managed professional services tiers – Bronze, Silver, Gold and Diamond – each with a monthly bucket of included hours, clear response targets, named governance and the QVCCS App Suite. Support and maintenance align to how you buy Genesys Cloud CX: we work inside your provider's service model, or support you directly under SLA, with monitoring and alarming designed around your solution.
ExploreMonitoring & alarms
Our Genesys Cloud monitoring and alerting services help you find problems before customers notice them. QVCCS designs, builds and proves proactive monitoring across Genesys Cloud CX and the infrastructure around it, on premises and in the cloud: trunks and edges, queues and flows, data actions and integrations. We combine Genesys operational events, delivered through Amazon EventBridge where it fits, with API checks, alert rules and synthetic tests. Where you contract support with us, critical alarms drive automated callout, up to 24x7x365, to a certified QVCCS engineer with a runbook in hand; where your provider runs operations, alerts flow into its service desk.
ExploreDevOps & bespoke development
Our Genesys Cloud bespoke development and DevOps services extend the platform wherever configuration alone is not enough. QVCCS designs and builds Lambda and Function data actions, API integrations, enterprise service bus connections, custom reporting, embedded agent apps and CI/CD pipelines around Genesys Cloud CX. Every component starts from an options analysis and an interface control document, is built by certified developers from our own bench under four-eyes peer review and version control, and is proven by automated unit, integration and negative tests before promotion. The result is software that fits your contact centre exactly, is documented for its owners and is supported after release.
ExploreSubject matter experts
Our Genesys Cloud CX subject matter experts work as a team. QVCCS brings together the right certified specialists from our own bench to meet your project head on, and we take collective responsibility for the outcome. That team draws on eighteen roles – from an Enterprise Solution Architect with over 40 years' experience and our Senior Platform Practice Lead, to analysts, developers, SIP engineers, testers, trainers, support engineers and managed services specialists – and works as a QVCCS-led, accountable unit, supported by design authority, practice standards and peer review.
Explore
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