Services

What We Do

Specialized Genesys Cloud delivery across migrations, carrier architecture, flow development, integrations, and workforce management.

PureConnect → Genesys Cloud Migration

Full migration planning and execution. Call flow audit, IVR logic mapping, queue design, WFM migration, carrier cutover, and post-go-live stabilization.

Who it's for

Organizations on PureConnect/Interaction Manager planning or mid-way through a cloud migration.

What makes us different

We've operated both platforms. We translate legacy handler logic into cloud-native Architect flows without a separate PureConnect specialist.

Capabilities

Call flow auditIVR logic mappingQueue designWFM migrationCarrier cutover

Carrier Connectivity & BYOC Architecture

BYOC Cloud and BYOC Premises design and implementation. SBC configuration and certification, SIP trunk setup, number porting project management, E911 compliance, disaster recovery architecture.

Who it's for

Organizations bringing their own carrier to Genesys Cloud, or those with complex voice routing requirements.

What makes us different

Most GC architects don't touch carrier architecture. We do.

Capabilities

SBC configurationSIP trunkingNumber portingE911 complianceDR architecture

Architect Flows & Bot Development

Complex inbound/outbound call flow design and build. Bot integrations (Google CCAI, Amazon Lex, Genesys Dialog Engine). Digital flows: chat, email, SMS, WhatsApp.

Who it's for

Organizations with complex routing logic, self-service automation goals, or failed/incomplete flow implementations.

What makes us different

We build flows that actually handle edge cases — not just the happy path. Every flow ships with documentation your team can maintain.

Capabilities

Inbound/outbound flowsBot integrationsChat & SMSEmail routingWhatsApp

Data Actions, APIs & CRM Integrations

Genesys Cloud Data Actions, REST API integrations, Salesforce/ServiceNow/Zendesk connectors, custom automation, Terraform/CLI configuration-as-code.

Who it's for

Organizations needing to connect Genesys Cloud to their CRM, ITSM, or custom backend systems.

What makes us different

We build integrations that are maintainable — documented, testable, and handed off with your team trained to own them.

Capabilities

Data ActionsREST APIsCRM connectorsTerraform IaCCustom automation

WFM & Analytics

Workforce management configuration (forecasting, scheduling, adherence), custom dashboards, real-time analytics, performance reporting frameworks.

Who it's for

Operations leaders who need WFM working correctly from day one and reporting that reflects actual contact center performance.

What makes us different

We configure WFM around how your contact center actually operates — not the default settings that require six months of manual tuning.

Capabilities

ForecastingSchedulingAdherenceCustom dashboardsPerformance reporting

How We Engage

Engagement Models

We work with clients in the model that fits their situation.

Project-Based

Defined scope, timeline, and deliverables. Fixed or T&M pricing. Best for migrations, new implementations, and integration builds.

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Advisory & Assessment

Paid discovery engagement to document your current state, identify gaps, and produce a prioritized roadmap with budget estimates.

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Monthly Retainer

Ongoing senior-level support for Architect flow changes, troubleshooting, carrier management, and platform optimization.

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