Blueprint and governance
Contact reasons, service levels, queue design and the BYOC telephony model are agreed first, and contact centre operations, CX leads and IT sign them off.
Platform implementation
Genesys Cloud
We implement Genesys Cloud with Architect flows, skills-based and predictive routing, and workforce engagement tools built together, so Arabic and English contacts reach the right agent first time.
Genesys Cloud work centres on Architect, where inbound call, chat and messaging flows are designed, and on the routing rules behind it. For contact centres in the Middle East the key questions are Arabic speech and bot support on each channel, which Genesys Cloud region will host the organisation, and how local numbers arrive, usually through Bring Your Own Carrier with a licensed operator. Recordings fall under the UAE and Saudi data protection laws, so retention is set with your compliance team.
We build queues, skills and language routing, then Architect flows for IVR, callbacks and digital messaging, with data actions calling your CRM or core systems mid-flow. Predictive routing is trialled against a control group before it takes over. Integrations come from AppFoundry where they exist, and configuration is managed as code through the CX as Code Terraform provider, so changes move between environments only after review.
Genesys Cloud and related product names may be trademarks of their respective owners.
How we implement Genesys Cloud
From blueprint to go-live and beyond: configuration, integration and support from one accountable team.
Workforce engagement
Forecasts, schedules and adherence in Genesys Cloud WEM, with Ramadan hours and the different weekends between countries planned into the schedule.
Speech and text analytics
Topics defined for each language Genesys Cloud supports and tested on your own Arabic and English recordings, plus evaluation forms, so supervisors review the calls that matter rather than a random sample.
Agent Copilot and knowledge
Knowledge articles and Agent Copilot suggestions for common contact reasons, with summaries checked by team leaders before they are trusted.
Hypercare and managed support
Genesys updates Genesys Cloud continuously and publishes release notes regularly, so we review each set for feature changes, retest key Architect flows, and watch service levels, abandon rates and trunk health.
When Genesys Cloud is the right call
Genesys Cloud fits mid-sized and large contact centres that want routing, workforce management and analytics on one cloud platform, with enough configuration depth to avoid custom code.
- Contact reasons and volumes by channel for the past year
- A BYOC carrier with numbers in each country of operation
- Workforce rules, including Ramadan and weekend patterns
- A CRM or case system that Architect data actions can call
Plan Genesys Cloud with Hosn Al Tomoh
Tell us what the platform needs to do and when. We will propose a first phase with scope, team and an itemised quotation.