Field notes from our architects on Genesys Cloud, CCaaS migration, AI, compliance and DevOps for CX.
Most CCaaS migrations slip on decisions nobody made early. Here are the ones we settle with every client before a single agent moves.
Cloud contact center platforms are highly available, but your flows, queues and routing are your responsibility. Here is how to recover them fast.
Manual pause-and-resume is the weakest link in recording compliance. Automating it removes the risk and the burden on agents.
Contact center teams still edit live flows by hand. A promotion pipeline from dev to UAT to production removes most self-inflicted outages.
Agent assist, summarisation and self-service bots all promise value. The order you deploy them in decides whether you see it.
When routing breaks, the first question is what changed. Without an audit trail, answering it takes hours. With one, it takes minutes.
