Managed Professional Services

Our clients readily train and certify their own people in Genesys Cloud CX as part of moving to the cloud, and they should. Yet deeply complex changes to a mission-critical solution that is live and serving customers are often best made with specialist help. The reason is simple: your team may make a critical change once a quarter, while complex Genesys Cloud CX change is the core of what our specialists do. Every change follows the same method – effort summary, approval in the ticket, build to standards, four-eyes peer review, testing and a warm handover – so it happens safely, without affecting your run-time operation or your customers' experience. Genesys Cloud managed services from QVCCS put that specialism at your disposal whenever you need it, without building it all in house.

Contact Centre as a Service does not remove the need for operational ownership. Genesys runs and evolves the platform, but its service level agreement excludes unavailability caused by your own network, internet connection, directly contracted telecoms or misconfiguration by you or a third party acting for you. Your flows, integrations, users, routing, telephony and data remain yours to look after. Managed services exist to make that responsibility lighter and safer: someone who knows your configuration as well as the platform, watching it, maintaining it and changing it carefully on your behalf.

Our managed professional services tiers give you a monthly bucket of included hours for Genesys Cloud CX change and improvement, from 20 hours a month at Bronze to 160 at Diamond. The full professional services catalogue is available at every tier: moves, adds, changes and deletions across users, queues, Architect flows, routing, skills, prompts and telephony; reporting and analytics; AI, bot and agentic automation; and DevOps and integration work on the Genesys side of your connected systems. What changes between tiers is the response target, the governance and named people around you, the depth of release intelligence, rollover flexibility and out-of-hours callout for P1 changes. Every tier includes the QVCCS service portal and the QVCCS App Suite.

The bucket is managed transparently. Your named delegates raise each request in the QVCCS service portal and say whether it sits inside or outside the bucket, with its priority and impact. We return an effort summary detailed enough for your change advisory board, you approve it in the ticket, and the work is delivered against the bucket with daily timesheets recording actual time. Scoping, estimates, meetings and onboarding are drawn from the hours too, and a monthly extract reports consumption. Work that is project-scale, or arrives once the month's bucket is used, follows the outside-the-bucket route: a PS Planner, a quotation and a fixed price, fixed outcome Statement of Work.

How we support your live solution depends on how you procure, consume and contract your Genesys Cloud CX subscription, and who you buy it through. Where Genesys, a systems integrator or a managed service provider delivers incident management and first-line support, we work inside their service delivery model as the specialist change and escalation layer. Our tiers carry the complex change their catalogue does not cover, we add release readiness and expert escalation, and after hypercare and warranty every change is handed over warmly to their support team with as-built documentation. You keep one support route, and gain a specialist practice behind it that knows your configuration as well as the platform.

Where you contract support with us directly, we provide SLA-based support and maintenance, up to 24x7x365, alongside your internal IT helpdesk. Your helpdesk provides first line. Tickets it cannot resolve pass to QVCCS at second line, where our support engineers have direct access to third-line platform specialists inside the practice, and a fourth line coordinates with Genesys Customer Care or your carriers on your behalf where you authorise it. We agree ticket service levels, time to fix and return-to-operation targets around how your solution is built and what is under our control, so every commitment is realistic, measurable and reviewed with you over time.

Genesys Cloud CX changes constantly. Feature releases are weekly: release notes publish on Mondays, deployment is staggered across regions through the week, advance notice of changes affecting agents appears in the Genesys Knowledge Network and Community, and retirements are listed on the feature deprecations page. Maintenance is therefore a client-side responsibility too. We review each release for impact on your configuration and tell you in advance about deprecations, changes and new capabilities, so planning and any remedial work are handled efficiently. Most notices concern new or improved functionality, but some require action, such as the end of life of the BYOC Premises Genesys Hardware Solution on 1 June 2027.

Maintenance also covers the code that surrounds your configuration. Data actions, custom data actions, AWS Lambda functions and bespoke third-party integrations all depend on Genesys Cloud APIs and on the APIs of the systems they connect to, and those evolve. We keep that code current, test it against announced API changes and maintain it under version control, so a change in the Platform API or a partner's interface is a planned task rather than a production incident. Where you are adopting newer capabilities, such as AI features that need cloud media rather than premises-only telephony, maintenance plans the path with you.

A global platform running on AWS does not absolve an organisation of watching the performance, reliability and availability of its own solution. We design monitoring into your Genesys Cloud CX estate: edge, telecoms and aggregate performance through the Platform API, physical infrastructure in hybrid architectures, and unusual states rather than just failures – if 1,200 calls is normal for this hour on a Monday and 2,400 arrive, an alarm is raised. Where support is contracted with us, alarms reach our engineers in Microsoft Teams or Slack and P1 issues trigger automated engineer callout; where your provider runs operations, the same alerts feed their service desk. Thresholds are always agreed with you.

Behind every managed service is a team, not a ticket queue. We muster a multidisciplinary squad from our own bench, shaped to your tier: the Managed Services Lead who oversees every subscription, a named Lead Engineer at Silver, a Technical Account Manager at Gold and a Managed Service Delivery Manager at Diamond. They are backed by Support Engineers, an IT Systems, Telecoms & SIP Engineer, Senior Developers and a Solution Architect who keeps the design coherent as it evolves. Release impact assessments, health checks and a continuous-improvement roadmap keep the solution improving, and the whole practice stands behind the outcome.