Services

CX Implementations

Contact Centre as a Service (CCaaS) using cutting-edge platforms like Genesys Cloud and Amazon Connect — built for customers who expect an answer on the first channel they try.

The problem

Sound familiar?

Customers now expect to reach you on WhatsApp, voice, chat and email interchangeably — and to never repeat themselves. Most contact centres can't deliver that: routing logic lives in an ageing on-premise PBX, agents juggle five disconnected screens, IVR menus frustrate more than they resolve, and leadership finds out about a service-level breach a month too late in a static report.

What we do

How ZentrixVS helps

  • CCaaS platform implementation on Genesys Cloud CX or Amazon Connect — architecture, provisioning, security configuration and go-live
  • Omnichannel routing and IVR design across voice, WhatsApp, chat, email and social — one routing engine, not five separate queues
  • CRM and business-system integration (Salesforce, Dynamics 365, ERP) for a single agent desktop with full customer context on every interaction
  • Migration from legacy on-premise PBX/ACD infrastructure to cloud CCaaS, sequenced to avoid disruption to live customer service
  • Workforce engagement tooling: real-time dashboards, quality management and AI-assisted coaching for supervisors

Our approach

A process you can hold us to

Four stages, each with a defined output — so you always know where the work stands and what comes next.

  1. Discover

    We map your current contact centre estate — call volumes, channels, integrations, compliance requirements (including POPIA) and the workflows agents actually follow, not the ones in the manual.

  2. Design

    A routing and IVR architecture on Genesys Cloud or Amazon Connect, mapped to the outcomes that matter — first-contact resolution, average handle time, and channel deflection — agreed before a single flow is built.

  3. Implement

    Platform configuration, integration build and agent desktop setup, tested in phased UAT against real call scenarios rather than a demo script.

  4. Optimise

    Go-live support and agent enablement, then continuous tuning of routing and IVR performance using live data — not a one-off tick-box handover.

Toolbox

Technologies we work with

  • Genesys Cloud CX
  • Amazon Connect
  • Amazon Lex
  • Salesforce Service Cloud
  • Microsoft Dynamics 365
  • Twilio
  • WhatsApp Business API
  • Power BI

Outcomes

What you get

  • Faster resolution through skills-based routing that gets customers to the right agent first time
  • Lower infrastructure cost by retiring on-premise PBX and ACD hardware in favour of consumption-based CCaaS
  • One unified agent desktop instead of switching between five disconnected systems mid-call
  • Real-time visibility into service levels for leadership — not a report that lands a month late

Related services

Often paired with

AI & Automation

Machine learning integration, RPA and intelligent document processing — applied where they pay back, not for the demo.

Learn more : AI & Automation

Talk to us about cx implementations

Tell us where you are and where it hurts. We'll come back within one business day with an honest read and a suggested first step.

Get in touch