Cloud contact centre solutions

We are specialists in cloud contact centres, and our recommendation is always Genesys Cloud CX. Our entire business is centred on Genesys technology and geared around it. That focus lets us offer complete Genesys Cloud CX contact centre solutions – design, build, deployment, migration and ongoing support – or work collaboratively with your own team as subject matter experts while you move from on-premises call centre technology to an omnichannel cloud contact centre. We work across the platform's capabilities, and we integrate Genesys Cloud CX with whatever systems your business depends on, from CRM and ticketing to billing, ordering and bespoke systems of record.

The platform is already built and runs for thousands of organisations around the clock, but it still needs complete configuration to meet your business and customer experience needs head-on. In most cases it also needs integration with systems of record such as Salesforce, Microsoft Dynamics 365 or ServiceNow, so agents, flows and bots use real customer data. Every engagement follows our seven-stage lifecycle – Discover, Define, Design, Build, Prove, Transition and Run & evolve – each closed by a quality gate. For a new cloud migration we run the stages in sequence, and governance can align with your PRINCE2 or agile framework; for adapting or extending an existing organisation we work in increments through the same stages and quality standards.

To make a migration to a modern cloud contact centre succeed, we focus on three areas in every stage of delivery, so every need is addressed and every requirement is captured. People comes first. What will the experience be for everyone who contacts, or is contacted by, your contact centre? And what will it be like to work as an agent, customer service representative, team leader or supervisor on the new solution? We design both experiences deliberately, because a contact centre that delights customers but frustrates employees will not do either for long.

Process asks how your business functions today and what workflows employees follow, and whether it has to be that way or is simply how it has always been done. The migration is an opportunity to automate, streamline and simplify, making work easier to learn and master. Technology asks which systems of record are involved, which interface contracts and data actions are needed, and where automation, self-service, bots and AI can create or update tickets and complete tasks. We also examine telecoms, connectivity, security, business continuity, disaster recovery, policies and bandwidth, so the resulting configuration balances efficiency with a strong customer and employee experience.

What is built depends partly on the licence tier you choose, so we help you select it from your requirements rather than a feature list. Genesys currently publishes four main tiers. Genesys Cloud CX 1 serves voice contact centres, with routing, speech-enabled IVR, outbound campaigns, recording, analytics and unified communications. Genesys Cloud CX 2 adds digital channels, omnichannel routing and quality assurance and compliance. Genesys Cloud CX 3 adds full workforce engagement management, including workforce management, forecasting and scheduling and employee performance. Genesys Cloud CX 4 adds journey management and includes AI Experience tokens for each named agent. A digital-only option is also offered.

Many AI capabilities are available across tiers, while certain features consume Genesys Cloud AI Experience tokens, so the commercial model deserves the same care as the technical design. Genesys offers named, concurrent and hourly interacting licence models, each with different cost profiles. Our architects model your agent populations, channels, AI ambitions and growth so you buy what you need now and can expand smoothly later. Whether you have 25 customer service representatives or 25,000, the same solution approach applies: the platform and our method scale from small local operations to Fortune 500 enterprises with tens of thousands of agents.

Discover and Define come first. We muster a multidisciplinary squad from our own bench: a Programme Manager or Project Manager, an Enterprise Solution Architect and Solution Architect, business analysts, Genesys Certified Developers, an IT Systems, Telecoms & SIP Engineer, testers and trainers. Discovery maps your stakeholders, current operation and readiness; Define runs iterative workshops exploring the art of the possible, then baselines business, functional and non-functional requirements in a traceability matrix. Design produces the High-Level and Low-Level Designs for design authority review. Build then delivers every requirement in the Genesys Cloud CX configuration layer, under our engineering standards, peer review and, where appropriate, configuration as code with CX as Code.

Prove and Transition cover everything immediately before and around production go-live. In Prove, systems integration, negative-path and performance testing traced to your requirements lead into user acceptance testing with real users, and a go / no-go decision. In Transition we train agents, team leaders and supervisors, and the administrators and IT users who will handle ongoing moves, adds and changes. We prepare go-live runbooks and the sequence of events, including business continuity, recovery and phasing, number porting and rollback. We run the go-live itself, provide hypercare at business and technical level, and hand over the as-built solution and documentation for operational acceptance.

In Run & evolve, support aligns to how you consume Genesys Cloud CX: SLA-based support, maintenance and monitoring, up to 24x7x365, where you contract it with us, or specialist professional services inside your provider's service model for the complex moves, adds, changes and deletions you would prefer us to handle. Throughout, we work collaboratively with Genesys as the CCaaS vendor, with your stakeholders across every department, and with your networking, IT, security, connectivity and telecommunications suppliers, so every facet of the solution is integrated, deployed and manageable as a mission-critical part of your service. Because the people who designed your solution remain accountable through support, the whole practice stands behind it long after go-live.

We have standardised our business on Genesys Cloud CX because of its record in Contact Centre as a Service: Genesys has been named a Leader in the Gartner Magic Quadrant for CCaaS for 11 consecutive years. More than 7,500 organisations run on Genesys Cloud, handling over 33 billion conversations a year. It is cloud-native, built on microservices across AWS regions, and Genesys releases new features weekly. Its service level agreement measures uptime on the functions needed for real-time interactions. One platform turns a voice call, email, message or social interaction into a single conversation, with a consistent agent interface across channels.

The platform is also open. A well-proven Platform API, handling more than a trillion invocations a year, lets us compose the right solution for you, and AppFoundry offers integrations and partner applications for CRM, workforce, analytics and more. Routing, self-service, AI-powered predictive routing and virtual agents are available out of the box, inbound and outbound can be blended across channels, and dashboards and reports can be built around what matters to you. Telephony is flexible, from Genesys Cloud Voice to bringing your own carrier, and unified communications are built in, with integrations to Microsoft Teams, Zoom Phone and 8x8.