Contact Center Use Cases
Resilience. Clarity. Scale.
Genesys Cloud Dialler & Dynamics CRM Integration
Designed a solution integrating Genesys Cloud with Microsoft Dynamics CRM to support efficient outbound calling. A Power Apps middleware maps CRM contacts to the right calling lists using time zones, priorities, and language skills. Skill-based routing is simulated via an Azure Function App, preventing over-dialling and improving customer match quality.
Localized Number Presentation in BYOC Setup
Implemented a BYOC setup that uses translation numbers to present local caller IDs per region. Number rotation and departmental pools help improve answer rates, preserve trust, and align caller identity with the department context.
SIP Trunk Monitoring & Real-Time Alerts
Designed a monitoring solution to track SIP trunk health across global regions. Built with Azure services and SQL logic, it identifies service degradation and triggers alerts, reducing downtime and improving response time. A dashboard visualizes status across vendors and regions.
Post-Call Automation via WhatsApp & SMS
Introduced an automated follow-up using Genesys Cloud triggers and the Agentless Message API. After a missed outbound attempt, customers receive a WhatsApp or SMS with callback options — improving engagement without tying up agents.
Migration to Skill-Based Dialling
Migrated the Genesys Cloud dialler from progressive to skill-based logic. Additional context is captured via outbound flows and shown in the interaction view, giving supervisors real-time visibility. Agent skills and priorities enable more targeted and scalable outreach.
Scalable Global Telephony Architecture
Designed a globally redundant telephony setup across EMEA, Americas, and ASPAC, with SBC failover and regional compliance. The architecture supports BYOC, Genesys Cloud, and 8x8, ensuring consistent availability and flexible growth.
Compliance-Aware Call Recording Setup
Introduced centralized call recording logic that adapts to local compliance rules by country, department, and call type. Ensures auditability while maintaining legal alignment globally.
Call Forecasting & Capacity Planning Dashboard
Developed a dashboard using historical call and agent data to support proactive staffing decisions. Helps maintain SLA adherence and avoid under- or overstaffing across regions.
Multi-Vendor SIP Trunk Health Comparison
Built a tool to benchmark SIP trunk performance across vendors using standardized health metrics. Enables faster incident diagnosis and better vendor accountability.
Automated Number Provisioning Interface
Created a secure interface to bulk provision or decommission phone numbers by CSV and API. Supports Genesys Cloud and Teams, with number pools organized by region, brand, and department.
Outage Communication Workflow
Designed a trigger-based communication flow for regional telephony outages. Messages adapt per country, brand, and language, reducing confusion and inbound ticket volume.
Call Reason Categorization via Wrap-Up Logic
Audited wrap-up code usage and restructured the logic to align with strategic call outcomes like “Sales Qualified Lead.” Improved reporting clarity and made agent feedback more actionable.