Genesys Cloud CX consultants and contact center architects

Bring in hands-on Genesys Cloud CX experts to configure contact flows and connect customer systems. Specialists join your team for implementation or ongoing contact center improvements.

Your main contact

Sebastiano Piccinno · CEO

sebastiano.piccinno@digiventi.com +39 329 1529 720 Book a meeting with me

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What do you need help with?

Replace an existing contact center platform

Your current platform needs replacing without losing established call flows. A contact center architect maps telephony dependencies and plans a phased Genesys Cloud CX cutover with rollback criteria.

Reduce transfers and routing errors

Customers reach the wrong queue or repeat information across channels. Genesys consultants review routing rules and configure Architect flows around service priorities, with tests for exception paths.

Connect agent workflows with CRM records

Agents switch between applications to find customer details or record outcomes. Integration developers connect Genesys Cloud CX with your CRM and validate screen pops, including how failed requests are handled.

Maintain service quality as demand changes

Queue performance or staffing coverage needs ongoing attention. Genesys specialists investigate production issues and adjust workforce management settings, while supporting controlled changes to live contact flows.

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Contact center architecture and migration

Genesys Cloud CX consultants and contact center architects assess existing call flows and telephony dependencies before configuring a new environment. Bring them in for platform replacement or changes to an established contact center.

Architecture work covers Genesys Cloud Voice or BYOC connectivity, with SIP troubleshooting where external carriers are involved. Specialists define number-porting dependencies and validate call quality. For migration, they prepare phased cutover plans with rollback criteria and test inbound and outbound calling before traffic moves.

Routing, IVR and digital channels

Configure customer journeys around the reason for contact and the skills needed to resolve it. Genesys functional consultants translate service policies into routing configuration and test how contacts move between queues.

Architect flows and IVR: Configure menus, data lookups, self-service paths and failure handling. Test transfers and out-of-hours behavior.
Digital routing and bots: Configure email and messaging queues. Connect bot flows with agent handoff so escalation preserves the customer context available to the integration.

CRM integration and API development

Genesys integration developers connect contact handling with customer records in Salesforce or Microsoft Dynamics 365. Work can include screen pops and activity logging, with field mappings agreed against the actual agent workflow.

For requirements beyond packaged integrations, developers use the Genesys Cloud Platform API and Data Actions to retrieve account information or update external systems. They configure OAuth access and implement error handling, then test API limits and failure responses before changes reach production. Existing integrations can also be investigated when records fail to synchronize.

Workforce management and ongoing support

Genesys workforce management consultants configure forecasting and scheduling against queue demand and staffing rules. Support specialists investigate live service issues and maintain configuration as operating requirements change.

Workforce engagement management: Configure schedules and adherence monitoring. Quality management specialists set up evaluation forms and recording policies, subject to agreed privacy and access requirements.
Production support and reporting: Diagnose routing failures or agent access issues. Review queue performance through Genesys analytics and validate configuration changes against regression tests before release.

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Selected work

Enterprise digital platform delivery for a European Qualified Trust Service Provider

A leading European trust service provider required senior technical and delivery capacity to manage the expansion of its national digital identity platform under strict regulatory deadlines. We deployed specialized consultants to support requirements scoping, AWS cloud architecture, and end-to-end integration workflows. The project was delivered on schedule, successfully rolling out compliant onboarding and biometric verification at national scale.

Digiventi in numbers

10+

Years of experience in the IT industry.

1.500+

Professionals

250+

Successfully completed projects.

Meet the Digiventi team

Senior specialists and the people who keep client work moving. They are the same people who answer when you get in touch.

Andreas Pettersson

CTO

Matteo Di Prima

Project Management and Consulting Coordination

Main contact

Sebastiano Piccinno

CEO

Our expertise across technologies

Our network covers a wider range of technologies, including the platforms below.

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