Stabilize, enhance, and modernize your Genesys environment.
Solve’em provides independent specialist services across Genesys Engage and Genesys Cloud CX—connecting platform engineering, journey design, operating performance, integration, migration, and controlled continuous improvement.
Coverage across the current cloud experience stack.
Services are scoped to your deployed architecture, subscription, regional availability, and licensed capabilities—from core contact-center operations through AI-assisted experience orchestration.
Voice, ACD & Architect
Queues, skills, routing, schedules, prompts, call flows, secure flows, IVR, data actions, testing, and operational tuning.
Digital channels & messaging
Email, web messaging, supported messaging channels, digital routing, templates, conversation context, and cross-channel handoff design.
Outbound engagement
Campaign design, contact-list governance, dialing and messaging workflows, compliance controls, disposition strategy, and performance improvement.
AI, virtual agents & knowledge
Bots, intent design, knowledge, self-service, containment, escalation, generative capabilities where licensed, governance, and optimization.
Agent Copilot & assisted work
Agent-assist use cases, summaries, knowledge surfacing, workflow guidance, adoption, controls, and measurable frontline impact where available.
WEM, quality & compliance
Forecasting, scheduling, quality management, recording, evaluations, coaching routines, performance management, and operational governance.
Speech & text analytics
Topics, sentiment and interaction analysis, quality signals, search, root-cause investigation, taxonomy design, and action-oriented insight.
Journey management & predictive capabilities
Journey analytics, customer context, segmentation, predictive engagement or routing use cases, KPI design, and governed optimization.
Reporting, data & executive insight
Operational dashboards, performance measures, historical and real-time reporting, data interpretation, exports, and executive views.
Telephony, Cloud Voice & BYOC
Telephony architecture, trunks, numbering, carrier dependencies, BYOC patterns, edge considerations, resiliency, call quality, and rollout readiness.
Integrations, APIs & AppFoundry
CRM and service integrations, APIs, events, data actions, authentication, integration troubleshooting, marketplace applications, and solution governance.
Administration, security & governance
Organizations, divisions, roles, permissions, configuration standards, identity, environment controls, change governance, and operational handover.
Specific capabilities depend on Genesys licensing, release status, regional availability, customer architecture, carrier model, and third-party services. Scope is confirmed during discovery.
Support complex estates without pretending every environment is the same.
Engage services can cover operational stabilization, targeted changes, technical debt, integration work, upgrade planning, and modernization. Component coverage is confirmed against the customer’s actual estate.
Routing & orchestration
URS, ORS, Composer or IRD strategies where present; skills, queues, business rules, priorities, overflow, service-level logic, and controlled testing.
Voice & media
SIP Server, voice paths, call treatment, transfers, GVP or IVR dependencies, prompts, self-service, edge cases, and call-quality investigation.
Digital & eServices
Interaction Server and supported email, chat, or digital interaction flows; routing, context, desktop behavior, reporting, and handoff dependencies.
Outbound
Outbound Contact Server and campaign dependencies where deployed; lists, treatments, pacing, dispositions, integration, and operational controls.
Agent desktops & applications
Workspace and custom desktop behavior, screen-pop logic, controls, workflow integration, usability issues, and modernization planning.
Recording, quality & workforce
Recording and quality dependencies, workforce processes, retention or access considerations, operational handoffs, and improvement routines.
Reporting & data
Info Mart, CX Insights or other reporting layers where present; data lineage, KPI definitions, historical reporting, reconciliation, and performance insight.
Administration, resilience & performance
Configuration, logs, capacity, high availability, environment health, patch and upgrade readiness, incident root cause, and operational runbooks.
Integrations & custom components
CRM, middleware, databases, APIs, custom services, interface troubleshooting, dependency mapping, and reduction of brittle customization.
Start with the constraint that is slowing the contact center down.
Recurring instability
Incidents repeat, ownership is fragmented, or the technical root cause remains unclear.
Enhancement backlog
Routing, flows, digital, WEM, reporting, or agent-experience changes are not moving safely enough.
Weak operational visibility
Teams have data, but definitions, dashboards, and root-cause insight do not support action.
Integration debt
CRM, middleware, telephony, or custom dependencies are brittle, poorly documented, or blocking change.
Migration uncertainty
The target is clear, but the estate inventory, coexistence path, acceptance plan, or business case is not.
Post-launch underperformance
The platform is live, but adoption, quality, AI, WEM, journeys, or operating governance have not matured.
Move from Engage to Cloud without treating migration as a lift-and-shift.
Use migration to simplify routing, retire unnecessary customization, rationalize integrations, redesign journeys, improve reporting, and establish a stronger operating model.
The approach may be phased and depends on the current estate, channels, integrations, data, regulatory constraints, carrier model, licensed features, and service-continuity requirements.
Discover
Inventory applications, routing, channels, integrations, data, customizations, risks, and critical operating dependencies.
Design
Define target architecture, journeys, migration waves, coexistence, controls, test strategy, and measurable acceptance criteria.
Migrate
Build, integrate, test, rehearse, cut over in controlled waves, and protect service continuity.
Optimize
Stabilize production, close adoption gaps, tune performance, and run a governed enhancement backlog.
Bring in the capability you need, at the point you need it.
Health check & diagnostic
A focused review of architecture, journeys, KPIs, operational pain points, configuration, risk, and priorities.
Enhancement sprint
A defined change package for routing, flows, voice, digital, AI, reporting, integrations, WEM, or agent experience.
Project delivery
Design and delivery for new capabilities, integrations, migrations, redesigns, and platform modernization programs.
Managed enhancement
A prioritized backlog for fixes, changes, optimization, reporting, testing, release readiness, and continuous improvement.
Architecture & governance
Independent design authority, technical governance, vendor coordination, standards, QA, and risk control.
Operational enablement
Runbooks, knowledge transfer, administration standards, UAT discipline, release procedures, dashboards, and adoption.
Clarify the role before the work starts.
Can Solve’em support both Genesys Engage and Genesys Cloud CX?
Yes. The scope can focus on one platform, a mixed estate, coexistence, or the path between them. Discovery confirms the components, versions, licensing, integrations, and dependencies actually in use.
Does this replace Genesys support or the customer’s existing partner?
Not necessarily. Solve’em can complement vendor support, an implementation partner, internal platform teams, or managed services by taking a defined technical, CX, governance, or enhancement role. Responsibilities are documented before delivery.
Can migration be phased?
Yes. A phased path may separate voice, routing, recording, digital channels, workforce capabilities, integrations, or business units where that reduces risk. The sequence is determined by architecture and service-continuity requirements.
Can we start with a time-boxed health check or sprint?
Yes. A bounded diagnostic or enhancement sprint is often the fastest way to establish evidence, acceptance criteria, and the next decision without committing to an open-ended program.
Tell us what is not working—or what needs to change.
Share the platform, current challenge, and desired outcome. We’ll identify a sensible diagnostic, enhancement, support, or modernization starting point.
Trademark and independence notice: Genesys, Genesys Cloud CX, and other Genesys product names are trademarks of Genesys. Solve’em references them solely to describe technologies and environments in which it can provide independent consulting and technical services. Unless expressly agreed otherwise in writing with the relevant parties, these references do not imply endorsement, partnership, authorization, reseller status, or certification by Genesys.