Solutions
Every Genesys Cloud CX capability.
Brought to life by specialists.
From the first ring of the IVR to agentic AI, workforce management and the CRM on every agent's screen – this is the full Genesys Cloud CX landscape, and the vendors and technologies it connects to. For every area we muster a multidisciplinary team of certified specialists from our own bench – architects, analysts, developers, engineers and testers – who design it, build it, prove it and keep it getting better, and who own the outcome together.
- Solution areas
- 63
- Domains
- 11
- Platform
- 1
01 · Solutions
Channels & engagement
Every way your customers reach you – voice, messaging, social, SMS, email, co-browse and proactive outbound – unified on one Genesys Cloud CX platform.
-
Voice & IVR
Genesys Cloud IVR is often the first voice your customers hear, and QVCCS makes sure it sounds like you and works for them. Certified architects, consultants, developers, telecoms engineers and testers from our own bench design and build Architect inbound call flows with speech and DTMF menus, live data dips, text-to-speech and recorded prompts, business-hours and emergency routing, and clean transfers to the right agent. We write the dialogue design, trace every requirement to a test, prove every path on real numbers and support the result in step with your Genesys Cloud CX support model.
Explore -
Callbacks & in-queue experience
Genesys Cloud callbacks give customers a better choice than waiting on hold, and QVCCS designs them to keep that promise. Our certified team builds in-queue flows with honest estimated wait time and position-in-queue messaging, offers immediate callbacks from the IVR or the queue, and creates scheduled callbacks from your website or app through the API. We choose agent first or customer first callback handling, design overflow strategies that protect service levels at peak, trace every rule to a test and support it alongside your provider or under our own SLA, so customers keep their place without keeping the line open.
Explore -
Web messaging & Messenger
Genesys Cloud web messaging lets customers start a conversation on your website or app and pick it up again whenever suits them. QVCCS designs and deploys Messenger configurations, authenticated messaging, bots-first journeys, rich messages and file attachments, and integrates the native iOS and Android Mobile Messenger SDK into your apps. Certified specialists from our own bench shape the routing, the bot hand-off and the agent experience, migrate you from retired web chat, then test, launch and support it within your chosen support model. The result is a persistent, asynchronous channel that recognises signed-in customers and gives agents the full history.
Explore -
WhatsApp, Apple Messages & social messaging
Genesys Cloud WhatsApp and social messaging let you serve customers in the apps they already use, with every conversation routed and reported like any other interaction. QVCCS connects WhatsApp, Apple Messages for Business, Facebook Messenger, Instagram and X direct messages to Genesys Cloud CX, brings public posts in through Social Listening, and uses open messaging to add custom channels through an API. Certified specialists from our own bench plan onboarding, designs flows, bots and routing, builds the integrations, tests every channel on real devices and supports them within your chosen support model, so agents work one queue wherever conversations start.
Explore -
SMS & text messaging
Genesys Cloud SMS turns the text message into a full contact centre channel: customers text in, agents reply, and every conversation is routed and reported like a call. QVCCS designs and builds two-way SMS routing, selects and provisions the right long codes, short codes, toll-free numbers or alphanumeric sender IDs, connects existing providers through Bring Your Own SMS, integrates agentless notifications and configures SMS campaigns. Our certified squad handles registration, flows, opt-out rules and testing on real handsets, traces every requirement to a test, then supports the channel in line with your Genesys Cloud CX support model so texts reach every customer reliably and compliantly.
Explore -
Email routing
Genesys Cloud email routing turns a shared inbox into a measured, managed contact centre channel. QVCCS designs and builds Architect inbound email flows that read, classify and route every message to the right queue and skill, send helpful auto-replies, and hold each email to a service level you can report on. Our certified specialists configure ACD email, canned responses, custom domains with SPF, DKIM and DMARC, custom SMTP, IMAP or Microsoft Graph integrations and blended working, then trace, test and support it, so agents never lose track of a customer request.
Explore -
Co-browse & screen share
Genesys Cloud co-browse lets an agent see the page a customer is struggling with and guide them through it, in real time, without asking them to describe what is on the screen. QVCCS designs and implements co-browse for Messenger during web messaging and voice conversations, with sensitive fields masked, read-only controls and clear consent at every step, and advises on AppFoundry options where full screen share is needed. Our certified specialists choose the journeys, build co-browse into your website and agent workflows, and prove that masking holds before any customer joins a session.
Explore -
Outbound campaigns & dialler
The Genesys Cloud outbound dialler lets your contact centre reach customers proactively by voice, SMS, email and WhatsApp from the same platform that handles inbound work. QVCCS designs and builds outbound campaigns end to end: choosing the right dialling mode, structuring contact lists, configuring do-not-contact lists, call and digital rule sets and contactable times, and tuning call analysis response sets. Certified specialists from our own bench make sure every campaign is productive for agents, respectful to customers, traced to your compliance requirements and proven with safe numbers before the first live dial.
Explore -
Predictive Engagement & journey management
Genesys Predictive Engagement watches how visitors behave on your website and apps, predicts who is likely to achieve – or abandon – an outcome you care about, and invites the right people to talk at the right moment. QVCCS designs and implements Predictive Engagement and Journey Management on Genesys Cloud CX: digital user tracking through Messenger, outcomes, segments and action maps that trigger proactive messaging or content offers, and cross-channel journey analytics. Certified specialists from our own bench connect those insights to your contact centre, so proactive engagement is measured, governed and matched to agent capacity.
Explore
02 · Solutions
Routing & orchestration
Getting every interaction to the right resource first time – Architect flows, skills-based and AI predictive routing, and work automation for back-office tasks.
-
Architect flow design
Genesys Cloud Architect flow design decides how every call, message, email, bot conversation and workitem behaves before it reaches an agent. QVCCS designs, builds and tests Architect flows that are clear, reusable and safe to change: inbound call, in-queue, inbound email, inbound message, bot, workitem, secure call and common module flows, connected to your systems through data actions. Our certified team traces every flow from requirement to test, peer review every build and use Archy to manage flows as code, so your journeys stay understandable as they grow.
Explore -
ACD, skills-based & bullseye routing
Genesys Cloud skills-based routing makes sure every call, message, email and workitem reaches the agent best placed to handle it. QVCCS designs ACD routing that balances speed and expertise: queues, skills and proficiency, language skills, evaluation methods, bullseye rings, preferred and last agent routing, conditional group activation and utilisation across every channel. Our certified team analyses your demand, document the routing design, configure it and prove it under realistic load, so customers reach the right person quickly and agents receive work that matches their abilities.
Explore -
AI predictive routing
Genesys Cloud AI predictive routing uses machine learning to rank the agents who could take an interaction and match it to the one most likely to improve the KPI you choose: average handle time or next contact avoidance, both generally available, or a custom KPI, which Genesys lists as beta. QVCCS runs the benefit assessment with you, prepares the data and routing foundations the models depend on, and proves value with a fair comparison test. Specialists from our own bench then govern the result, so predictive routing stays explainable, sustained and trusted by your operations team.
Explore -
Work Automation & task routing
Genesys Cloud Work Automation brings your back-office tasks into the same routing engine that handles customer conversations. QVCCS designs and builds worktypes, workbins, statuses, rules and workitem flows so claims, orders, cases and follow-ups are routed by ACD to the right people, with due dates and priorities that reflect your commitments. Specialists from our own bench connect Work Automation to the systems where tasks originate, plan workforce management with you and give supervisors one view of every call, message and workitem.
Explore
03 · Solutions
AI & automation
Native and external conversational AI, agentic AI with tools, copilots, knowledge and analytics – designed, integrated and governed by certified specialists.
-
Genesys AI Studio & virtual agents
Genesys AI Studio is the Genesys Cloud workbench for building, managing and deploying AI experiences, and QVCCS uses it to put dependable virtual agents in front of your customers. Specialists from our own bench design AI Guides and agentic virtual agents, ground them in governed knowledge, give them data action tools, set their guardrails and connect them to Architect Virtual Agent flows. Every experience is traced from requirement to test, proven against real customer language and owned by us end to end, so automation resolves more and hands over gracefully.
Explore -
Voicebots & chatbots (bot flows)
Genesys Cloud bot flows let you run voicebots and chatbots natively, inside the platform that already routes your calls and messages. QVCCS designs and builds Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows that recognise what customers want, capture the details needed to help them, and either resolve the request or escalate to an agent with context. Specialists from our own bench mine intents from real transcripts, write the dialogue design specification, integrate bots through data actions, prove every path in testing and keep tuning after launch.
Explore -
Amazon Lex, Google Dialogflow & Nuance bots
A Genesys Cloud third-party bot integration lets you keep the conversational AI you have invested in and run it inside your Genesys contact centre. QVCCS connects Amazon Lex V2, Google Dialogflow CX and ES, and Nuance Mix bots through Genesys-supported integrations, and uses the Genesys Bot Connector for platforms such as Kore.ai or Cognigy. Specialists from our own bench write the interface contract, build the Architect flows that call each bot, prove every handover and failure path, and support the result end to end.
Explore -
Audio Connector & external voice AI
Genesys Cloud Audio Connector streams live call audio, in both directions, between Genesys Cloud CX and an external voice bot or LLM voice agent of your choice. QVCCS designs and builds Audio Connector integrations end to end: the Architect flows that start each stream, the server that implements the AudioHook protocol and bridges audio to your voice AI provider, the caller data passed across and the outcomes returned for routing. Architects, engineers and testers from our own bench design for latency, security and graceful failure, and we own the result.
Explore -
Agentic AI, MCP & custom tooling
Genesys Cloud agentic AI moves automation from answering questions to taking actions – checking, booking, updating and resolving on the customer's behalf. QVCCS designs and builds the tools that make that safe: data action tools for agentic virtual agents, A2A connections to external AI agents, and bespoke Model Context Protocol (MCP) servers for approved AI clients. Architects, developers and testers from our own bench specify every tool in an interface contract, scope and authenticate it, log every action for audit and prove it under adversarial testing, so AI agents act across the enterprise without acting outside their remit.
Explore -
Agent Copilot & Agent Assist
Genesys Agent Copilot gives every agent an AI assistant inside each live conversation. QVCCS designs, configures and proves Agent Copilot for voice and digital queues: intents and rules that surface knowledge articles, canned responses, scripts and checklists, plus AI summaries and suggested wrap-up codes after the interaction. Our certified specialists prepare the knowledge Copilot draws on, traces every rule to an agreed requirement and measures impact on the Copilot performance dashboard. The result is shorter after-call work and more consistent answers, delivered with the governance enterprise AI demands.
Explore -
Supervisor Copilot & AI for supervisors
Genesys Supervisor Copilot and Virtual Supervisor give team leaders AI summaries, on-demand translation and AI scoring of evaluations, while Genesys Cloud Copilot answers operational questions in natural language. QVCCS designs and deploys this AI for supervisors around your quality forms, programs, permissions and coaching process. Specialists from our own bench check licensing and transcription readiness, calibrates AI scores against experienced evaluators and documents the governance agents and works councils will ask about. Supervisors spend less effort finding problems and more time developing their people.
Explore -
Knowledge management
Genesys Cloud knowledge management puts one trusted set of answers behind your agents, bots and customer self-service. QVCCS designs and builds knowledge bases in Knowledge Workbench, migrates and restructures your content or connects Salesforce and ServiceNow sources, and surfaces it through Agent Copilot, virtual agents, Messenger and the knowledge portal. Our certified consultants set up the governance, ownership and review cycles that keep content current, and uses the knowledge optimizer to close gaps. Better knowledge means faster resolution, more successful self-service and AI you can rely on.
Explore -
Speech & text analytics
Genesys Cloud speech and text analytics turns every call, message and email into searchable, measurable insight. QVCCS configures transcription and dictionaries, designs the programs, topics and phrases that matter to your business, and puts sentiment, agent empathy, interaction categories and content search to work for quality, compliance and operations teams. Specialists from our own bench test every topic against your real interactions and links findings to quality management, coaching and reporting, so you stop sampling a handful of interactions and start understanding all of them.
Explore -
Customer authentication, voice biometrics & fraud
Genesys Cloud customer authentication verifies who customers are before they reach an agent, without making genuine callers jump through hoops. QVCCS designs and builds identification and verification across IVR and messaging: ANI lookups against your systems, secure data collection and validation, passcode and token checks through your identity services, authenticated web messaging, and voice authentication and fraud detection from Pindrop via AppFoundry. Our certified specialists match assurance to risk, passes verified status to agents and protects sensitive data throughout. Customers get faster, safer service and agents stop spending the first minutes of every call on security.
Explore
04 · Solutions
Workforce engagement & employee experience
The people side of the contact centre – agent workspace, workforce management, quality, performance and gamification.
-
Agent workspace & scripting
The Genesys Cloud agent workspace is where your agents spend every working hour, so its design shapes speed, accuracy and morale. QVCCS designs the agent experience end to end: Agent Workspace panels and layouts, customer context from external contacts and your own systems, and guided agent scripts built with Genesys Cloud scripting. Where agents work inside a CRM or browser, we deploy embedded clients and extensions so Genesys Cloud sits where they already work. Consultants, developers, testers and trainers from our own bench every script path with real agents before go-live.
Explore -
Workforce management
Genesys Cloud workforce management puts the right people on the right work at the right time. QVCCS designs and configures WFM so forecasts reflect your real demand, schedules respect your rules and your agents' lives, and supervisors can react within the day. Consultants, analysts, developers and trainers from our own bench structure business units, management units and planning groups, tune AI-powered forecasting, build work plans and bidding, and set up adherence, time off and shift trading across voice, digital and workitems – then prove it in a parallel run with your planners.
Explore -
Quality management & recording
Genesys Cloud quality management turns recorded conversations into consistent coaching and provable compliance. QVCCS designs recording policies, retention rules, evaluation forms, AI scoring and calibration that reflect your regulators, your brand standards and your agents' development needs. Consultants, developers and testers from our own bench configure call and screen recording, secure pause for sensitive moments, surveys and bulk export of recordings to AWS S3, then prove that every policy captures – and deletes – exactly what it should. You gain a quality programme evaluators trust and an audit trail compliance can stand behind.
Explore -
Performance management & gamification
Genesys Cloud gamification and employee performance tools give agents a clear view of how they are doing and what to improve next. QVCCS designs the objectives, performance zones, profiles, scorecards, leaderboards and contests that reflect what good looks like in your contact centre, then connects them to coaching appointments and learning modules so insight turns into development. Certified specialists from our own bench make sure targets are fair across teams, channels and roles, that every metric reconciles with reporting, and that supervisors have a simple rhythm for recognising progress.
Explore
05 · Solutions
Analytics & insight
Real-time and historical insight from every interaction – performance views, dashboards, data export and business intelligence.
-
Analytics, dashboards & reporting
Genesys Cloud reporting and dashboards show what is happening in your contact centre now and what happened yesterday, last week and last quarter. QVCCS designs the KPIs, views and dashboards that leaders, supervisors and analysts actually use, built on the analytics workspace, performance views and performance dashboards. Our certified specialists make the data meaningful at source – queues, wrap-up codes, flow milestones and outcomes designed for measurement – and to reconcile every figure, so each number has a clear definition, owner and action.
Explore -
Data export, BI & data platforms
Genesys Cloud data export brings your contact centre data into Power BI, Tableau, Snowflake, data lakes and enterprise warehouses, where it can be joined with sales, service and finance data. QVCCS designs and builds the pipelines – analytics API queries and asynchronous jobs, Amazon EventBridge streaming, notifications and AWS S3 recording export – and the data models that make the results usable. Our certified developers handle paging, rate limits, late-arriving data and schema change, and reconcile every figure with Genesys Cloud views.
Explore
06 · Solutions
CRM & business applications
Genesys Cloud CX connected to the systems your people already live in – Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, HubSpot and your ERP.
-
Salesforce integration
Our Genesys Cloud Salesforce integration services connect your contact centre to the CRM your teams already live in. QVCCS designs and builds CX Cloud from Genesys and Salesforce and Salesforce data actions, delivering screen pop, status mapping with Omni-Channel, call data written to Salesforce records and customer context in every IVR, bot and agent conversation. We also plan the move away from the deprecated Genesys Cloud for Salesforce embedded client before Salesforce retires Open CTI. Certified specialists from our own bench take each integration from requirements and design through testing to support.
Explore -
Microsoft Dynamics 365 integration
Our Genesys Cloud Microsoft Dynamics 365 integration services give agents, IVRs and bots live access to the customer, case and account data held in Dynamics. QVCCS designs and builds the Microsoft Dynamics 365 data actions integration, registered in Microsoft Entra ID, so Architect flows and agent scripts can look up, create and update records in real time. Where agents work inside Dynamics 365 Customer Service, we assess AppFoundry partner connectors for screen pop and call control. Certified specialists from our own bench own the work from requirements to support.
Explore -
ServiceNow integration
Our Genesys Cloud ServiceNow integration services bring customer conversations and service workflows together on one desktop. QVCCS designs and implements Unified Experience from Genesys and ServiceNow, routing voice, digital, case and incident work through Genesys Cloud and surfacing native call controls and interaction context in ServiceNow Agent Workspace, with statuses mapped across both platforms. For bespoke processes, our certified developers build data actions that let Architect flows and bots read and update ServiceNow records. Certified specialists from our own bench own the outcome, from requirements and design to testing and support.
Explore -
Zendesk integration
Our Genesys Cloud Zendesk integration services bring your contact centre and your support desk together in one working day for every agent. QVCCS designs and builds Genesys Cloud for Zendesk, the embedded integration that adds click-to-dial, screen pop, interaction logging and ticket creation inside Zendesk, and extends it with Zendesk data actions so IVRs and bots can read and update tickets. Certified specialists from our own bench plan the ticket rules, custom fields and data schemas, tests them against real support scenarios and supports the result, so every call and message lands on the right ticket.
Explore -
HubSpot integration
Our Genesys Cloud HubSpot integration services connect the CRM your marketing and sales teams rely on to the contact centre that serves your customers. QVCCS assesses partner connectors, including Softphone's Genesys Cloud Connector on the HubSpot App Marketplace, and designs web services data actions to the HubSpot APIs for contact lookup, routing and call logging. Certified specialists from our own bench build, test and support the integration, so a lead nurtured in HubSpot is recognised the moment they call, chat or message, and every conversation adds to the shared record.
Explore -
SAP, Oracle & bespoke systems integration
Our Genesys Cloud ERP integration services connect your contact centre to the systems that actually run your business: SAP, Oracle, billing, order management and bespoke line-of-business applications. QVCCS designs and builds web services data actions, AWS Lambda and Genesys Cloud Function data actions, middleware connections and Embeddable Framework desktops, all governed by signed-off interface contracts. Certified architects, developers and testers from our own bench make back-office data available to IVRs, bots, routing and agents securely and reliably, so customers get real answers about orders, payments and accounts.
Explore
07 · Solutions
Collaboration & devices
Joining the contact centre to the rest of the enterprise – Microsoft Teams, Zoom, unified communications, headsets and phones.
-
Microsoft Teams integration
Our Genesys Cloud Microsoft Teams integration services connect your contact centre to the experts across your organisation who already work in Teams. QVCCS designs and builds Teams presence in Genesys Cloud, directory search, blind and consult transfers over Microsoft Teams Direct Routing, user provisioning through SCIM with Microsoft Entra ID, and the Genesys Cloud for Microsoft Teams embedded client. Certified specialists from our own bench align your telephony, identity and collaboration teams, tests every call path and supports the result, so agents reach the right specialist while customers stay on the line.
Explore -
Zoom integration
Our Genesys Cloud Zoom integration services connect your contact centre with colleagues who work on Zoom Phone and Zoom Meetings. QVCCS designs and builds the integration so agents search the directory, see Zoom Phone presence and make blind or consult transfers to back-office experts, while Genesys Cloud CX keeps the routing, recording and reporting. Specialists from our own bench handle licensing, the BYOC Cloud trunk, SCIM field mapping and end-to-end testing, and applies the same method to 8x8, so your contact centre and wider business work together on the tools each prefers.
Explore -
Headsets, WebRTC & SIP phones
Our Genesys Cloud WebRTC phone services make sure every agent sounds clear and works efficiently, in the office or at home. QVCCS designs and deploys WebRTC softphones in the browser, desktop app and embedded clients, headset call control for supported Jabra, Poly, EPOS, Yealink and Cyber Acoustics models, audio profiles and managed SIP desk phones. Certified engineers from our own bench assess network readiness, standardise device estates, test call quality and support agents after go-live, so customers hear a confident voice and agents answer, hold, mute and end calls from the headset.
Explore
08 · Solutions
Telephony & connectivity
The voice foundation – Genesys Cloud Voice, Bring Your Own Carrier, SIP and SBC design, and migrations from legacy platforms.
-
Genesys Cloud Voice, BYOC Cloud & BYOC Premises
Genesys Cloud Voice, BYOC Cloud and BYOC Premises give you three ways to connect your contact centre to the telephone network, and the right choice shapes cost, resilience, compliance and access to AI. QVCCS helps you choose and design telephony connectivity for Genesys Cloud CX, then builds it: carrier and trunk configuration, number porting, emergency calling, media regions and hybrid media, including moves off Genesys-supplied Edge hardware before its end of life. Certified architects and telecoms engineers from our own bench test every path, then supports the result in line with your Genesys Cloud CX support model, with out-of-hours callout where you contract it.
Explore -
SIP trunks, carriers & SBCs
Genesys Cloud SIP trunks are the foundation every customer conversation travels over, and QVCCS engineers them so they never become the weak link. Telecoms engineers from our own bench design Bring Your Own Carrier connections end to end: carrier selection against Genesys carrier requirements, session border controller configuration, codecs, TLS and SRTP encryption, failover, capacity, number plans and DID management. We build and test each trunk against your real call patterns, then manage the cut-over so numbers move with confidence, giving you dependable voice on Genesys Cloud CX with your choice of carrier and resilience designed in from day one.
Explore -
Migration to Genesys Cloud CX
A migration to Genesys Cloud CX is a chance to move your contact centre onto a cloud-native platform without losing what already works. QVCCS plans and delivers migrations from Avaya, Cisco UCCE and UCCX, Genesys PureConnect, Genesys Engage, Mitel, NICE and other on-premise or hosted platforms. Certified specialists from our own bench run detailed discovery, helps you decide where to keep parity and where to transform, then designs, builds and tests the new environment. We manage phased cut-over, number porting, recordings and data migration and training, so customers keep getting through.
Explore
09 · Solutions
Platform, integration & DevOps
The open, API-first platform beneath it all – data actions, AppFoundry, APIs and SDKs, AWS integrations, CX as Code and identity.
-
Data actions & integrations
Genesys Cloud data actions let your IVRs, bots, scripts and workflows use live data from the systems that run your business. QVCCS designs and builds them across every integration type: web services, Genesys Cloud, AWS Lambda, Function, Google, Salesforce, Microsoft Dynamics 365 and Zendesk. We start from an agreed interface control document, define request and response contracts, translation maps, credentials and failure paths, then prove each action through systems integration and negative testing. Certified specialists from our own bench own the result end to end, so self-service completes real transactions and agents see accurate context first time.
Explore -
AppFoundry & premium apps
Genesys AppFoundry is the marketplace that extends Genesys Cloud CX with more than 500 enterprise integrations, and QVCCS helps you choose and use it wisely. Our certified consultants assess premium applications, client applications and CX Accelerators against a documented requirements baseline, then design, configure, integrate and test the chosen apps inside your environment. We govern every third-party app for permissions, data handling and licensing, and build bespoke applications when nothing off the shelf fits. Certified specialists from our own bench own the outcome end to end, so you get the speed of ready-made solutions with specialist design discipline.
Explore -
Platform API, SDKs & Embeddable Framework
The Genesys Cloud Platform API exposes almost everything the platform does, and QVCCS uses it to build integrations, automation and applications that fit your business precisely. Our Genesys Certified Developers work across the REST API, WebSocket notifications and the official SDKs for JavaScript, Java, .NET, Python, Go and iOS. We design OAuth clients with the right grant type and tightly controlled scopes, embed Genesys Cloud CX into your web applications with the Embeddable Framework, and build client apps for agents and supervisors. Specialists from our own bench design, test, document and support every build end to end.
Explore -
AWS Lambda & Amazon EventBridge
A Genesys Cloud Amazon EventBridge integration turns significant contact centre events into something your business can act on, and QVCCS designs these event-driven architectures end to end. Our certified developers route Genesys Cloud events to your AWS account through EventBridge, use webhook for events and process automation triggers where third parties need to start Genesys Cloud workflows, and build AWS Lambda data actions that give flows fast, secure access to serverless logic. Specialists from our own bench design, test and support every component for security, cost and resilience, so your contact centre reacts in real time.
Explore -
CX as Code, Terraform & DevOps
Genesys Cloud CX as Code brings software engineering discipline to contact centre configuration, and QVCCS uses it to make change safe, repeatable and auditable. Our certified developers define queues, users, routing, integrations and much more with the Genesys Cloud Terraform provider, manage Architect flows with Archy, and build CI/CD pipelines with tools such as GitHub Actions and Terraform Cloud, now HCP Terraform. Changes are peer-reviewed, tested and promoted from development through test to production, with drift detected early. Certified specialists from our own bench own the pipeline and the outcome end to end.
Explore -
Single sign-on & SCIM identity
Genesys Cloud single sign-on lets agents, supervisors and administrators use the identity they already have, and QVCCS makes it part of a complete, secure identity design. Our certified consultants configure SAML 2.0 SSO with identity providers such as Okta, Microsoft Entra ID, ADFS, PingFederate, OneLogin or Google, and set up SCIM provisioning so joiners, movers and leavers flow automatically from your directory. We design roles, divisions and permissions on least-privilege principles and test every sign-in and provisioning path. Specialists from our own bench own the outcome end to end, documented for your security and audit teams.
Explore
10 · Solutions
Security & compliance
Designing for trust – certified cloud security, data protection and PCI-compliant payments.
-
Security & compliance
Genesys Cloud security and compliance starts with a platform that holds a broad set of independent certifications and attestations, but a compliant contact centre depends on how that platform is designed and run. QVCCS designs Genesys Cloud CX solutions that use those controls responsibly: the right region for your data, least-privilege roles and divisions, protected recordings and transcripts, sensible retention and a clear audit trail. Specialists from our own bench work with your security, privacy and risk teams, so every control can be evidenced from the first design document to day-to-day operations.
Explore -
Secure payments & PCI DSS
Genesys Cloud PCI DSS payments need careful design, because taking card details over the phone brings people, recordings and systems into scope. QVCCS designs secure payment journeys on Genesys Cloud CX using Genesys Voice Payment, secure call flows, Secure Pause and descoping partners on AppFoundry, for both IVR self-service and agent-assisted payments. Specialists from our own bench work with your assessor, payment provider and security team, keep card data away from agents, recordings and logs, and document the scope reduction you need to evidence.
Explore
11 · Solutions
Professional services
The talent that brings it all to life – from requirements and design to build, integration, support and specialist expertise.
-
Requirements 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.
Explore -
Functional & 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.
Explore -
High-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.
Explore -
Low-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.
Explore -
Interface 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.
Explore -
Dialogue 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.
Explore -
PBX & 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.
Explore -
AI & 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.
Explore -
AppFoundry integrations
Genesys AppFoundry is the marketplace that extends Genesys Cloud CX with more than 500 enterprise integrations, and QVCCS helps you choose and use it wisely. Our certified consultants assess premium applications, client applications and CX Accelerators against a documented requirements baseline, then design, configure, integrate and test the chosen apps inside your environment. We govern every third-party app for permissions, data handling and licensing, and build bespoke applications when nothing off the shelf fits. Certified specialists from our own bench own the outcome end to end, so you get the speed of ready-made solutions with specialist design discipline.
Explore -
Genesys 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.
Explore -
Support & 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.
Explore -
Managed 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.
Explore -
Monitoring & 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.
Explore -
DevOps & 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.
Explore -
Subject 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
Last reviewed