Genesys Cloud CX
CCaaS Reference Accounts and Case studies
2023 - Insurance
1000 Agents, 2300 prompts (Dynamic/TTS and Static), 100 call flows – voice, email and chat. Object migration using DevOps – CI/CD Pipeline, Global SIP trunking design – APAC, EMEA and NA, Rest API integration with custom backend. WFM design and config.
2022 - Banking
CCaaS consulting and design including 10000 Agents, 10000 call flows, Automatic call flow migration from Dev to UAT to Production. DevOps – CI/CD pipeline using Terraform. Redundant SIP trunking supporting 20000 simultaneous calls. Standby Org. Rest API to API Gateway to customer backend. Migration from legacy on prem Genesys to Genesys cloud. Integration with NICE WFM.
2022 - Energy Utility
1000 Agents, Prompts developed using Google dialogflow bots for ASR and TTS. 20 call flows. SIP trunks to onsite Cisco CUCM PBX using Cisco CUBE. Call flows using automatic environment detection (Dev/UAT/Prod). REST API integration with SAP.
2020 - BPO
2000 Agents, 5000 Prompts converted and uploaded from on premise system in 30+ European languages. Multiple EMEA SIP trunk design. 100 Logos, 1000 Call flows, Secure flows for credit card payments. Custom reporting with EMITE. WFM setup and training. On premise edges with custom developed edge monitoring software.
2021 - Healthcare
20 Call flows, 100 prompts, 100 agents. SIP trunking with Lumen CCS trunks. Migration from Genesys PureConnect on prem. Native call recording. Provide FAX capability.
2022 - US Telco
5000 Agents, 3rd Largest US internet provider, 5000 call flows, REST API integration to Apigee Edge and cloud API gateway. Custom integration to Salesforce as well as multiple custom applications, 20+ integrations with over 250 data actions.
