Genesys: Contact Center Platform Integration
UCC Networks delivers turnkey deployment, architecture, and managed integration for Genesys Cloud CX. Empower your contact center with seamless voice, digital interactions, and unified workforce engagement.
Genesys Cloud CX Hub
Architected by UCC Networks
Omnichannel routing
Unify voice, email, chat, and messaging queues in a single agent desktop.
AI & self-service
Deploy conversational virtual agents and intelligent skill-based routing.
Teams & CRM sync
Deep integrations with Microsoft Teams, Salesforce, and enterprise data.
Modern solutions for enterprise contact centers
Connect customer conversations across every touchpoint, empower support agents with smart tools, and unite your tech stack into one reliable cloud environment.
Need help configuring your unified contact center?
Our engineering team assesses your current Microsoft Teams and cloud telephony infrastructure to recommend the right architecture.
Recognized as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service
Genesys has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). As a Genesys certified partner, UCC Networks helps enterprises deploy, configure, and optimize this award-winning platform to deliver exceptional customer experiences.
The Genesys Cloud CX Platform
Unify omnichannel customer experiences across phone, email, chat, text, and social channels—expertly delivered and configured by UCC Networks.
Stop automating interactions, start orchestrating experiences.
Empower your contact center with autonomous reasoning, context-aware routing, and dynamic co-pilot tools that transform end-to-end customer journeys.
Session #CX-89420 • Live Routing
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Workforce Engagement Management
Support high-performing contact center teams and empower employees with intelligent tools to improve operational efficiency, automate daily processes, and elevate service delivery.
Predict inbound volume accurately across omni-channel queues and build optimized, flexible agent schedules that adapt to operational fluctuations.
Evaluate interactions with objective rubrics, deliver timely inline feedback, and supply targeted training modules directly into daily workflows.
Monitor KPIs in real time with individualized scorecards and gamified milestone tracking that keep agents aligned and actively motivated.
Empower team leads with real-time floor status, whisper-coaching alerts, and automated assistance to resolve critical customer escalations promptly.
Professional Services
Enable calling, contact center routing, and native enterprise collaboration within your Genesys environment. UCC Networks guides every stage of your implementation with proven engineering precision.
Talk to an expertArchitecture mapping, network readiness assessments, and structured rollout planning to ensure uninterrupted business operations.
Tenant provisioning, configuration tailoring, and rapid deployment aligned with your enterprise cloud infrastructure.
Role-based administrator and end-user enablement programs designed to maximize team adoption and workflow proficiency.
Continuous post-go-live optimization and dedicated UCC Networks support for sustained contact center performance.
Proven outcomes with Genesys and UCC Networks
Enterprise customer operations teams modernize their contact centers, unify omnichannel workflows, and achieve measurable performance gains.
“UCC Networks migrated our 1,400 distributed agents to Genesys Cloud CX with zero downtime. First-contact resolution improved 27% within ninety days of cutover.”
Marcus Vance
VP of Customer Operations, Apex Global Logistics
“Deploying Genesys predictive web engagement and conversational AI alongside UCC Networks lowered average handle time by 34% while lifting our overall CSAT to 91%.”
Elena Rostova
Head of Digital Experience, Novis Financial Group
“Workforce engagement management gave our team total scheduling clarity. Forecasting precision hit 96% and supervisor coaching frequency doubled within two quarters.”
David Sterling
Director of Contact Center Technology, Summit Health Alliance
Elevate customer experiences with Genesys and UCC Networks
Connect with our certified solution architects to design and launch your cloud contact center with native enterprise platform integrations.