Work
Case Studies & Writing
Anonymized case studies from client engagements, and technical writing on Genesys Cloud architecture and AI.
Client Work
Case Studies
Moving a 300-Agent Contact Center off PureConnect in 90 Days
A stalled migration inherited from a prior SI. Ninety days to go-live. Here's how we completed the Architect flow rebuild, BYOC cutover, and WFM migration on schedule.
BYOC Cloud with Multi-Site E911 Compliance Across Four Facilities
Complex BYOC Cloud deployment with strict E911 requirements across four geographically dispersed facilities. SBC certification, SIP trunk redundancy, and a compliance deadline.
Real-Time Salesforce Screen Pop for a 150-Agent Service Team
A 150-agent team answering calls blind — no context, no case history at answer. We built Genesys Cloud Data Actions to pull live Salesforce data on inbound, cutting AHT by 18%.
Work with us on something worth writing about.
Limited engagements per quarter.
From the Practice
Technical Writing
Extracting Structured Data from Call Transcripts in Genesys Cloud
Genesys Cloud transcription gives you raw text. Here's how to turn that into structured data — sentiment scores, compliance flags, QA scorecards — automatically, at scale.
Custom Disaster Recovery Middleware for Multi-Region Genesys Cloud
Genesys Cloud is region-bound. If your region goes down, so does your contact center. Here's the middleware architecture we use to build active/passive DR that actually works.
Connecting AI Voice Agents to Genesys Cloud via SIP: VAPI, Dialogflow, and LiveKit
VAPI, Google Dialogflow CX, and LiveKit all speak SIP. Genesys Cloud speaks SIP. Here's how to wire them together so AI agents handle calls inside your existing contact center infrastructure.