Quo Vadis CCS Ltd
Contact Centre Solutions
Inspired Call Centre and Contact Centre services and solutions for businesses small, medium and large across all industry sectors and verticals
Our Pedigree
With an antecedence that began in 1984, our team is recognised widely as undisputed experts in delivering with excellence and "a very safe pair of hands". We design, build, deploy and create optimised call centre and contact centre solutions worldwide, both directly to the enterprise and as sub-contractors to major systems integrators. We provide a full-suite of services, solutions and capabilities to assist you in realising the full potential of your vision for your customer and employee experience.
Our Platforms and Technology
Unlike other vendors in the market, we do not spread ourselves thinly over multiple Contact Centre as a Service (CCaaS) or Unified Communications (UC) Platforms. We remain steadfastly focused on the worlds best Contact Centre solution in the form of Genesys Cloud CX. Our entire business is laser focused on Genesys, bringing with it inherent benefits in rich fundamental knowledge, experience and ability to execute that is second to none.
Our Approach
Implementing modern Cloud based Contact Centres is not easy, as it requires the unification of requirements across many stakeholders. These include the current customer operations team, the leadership team, marketing, brand management, social and online teams, eCommerce, Mobile applications team, legal, regulatory affairs, compliance, human resources, outbound team, collections, loyalty, retention and more.
All modern enterprises are departmental in nature, with each department a mixed combination of people, processes and technologies. Our experts focus on all 3 elements as a function of your customer experience strategy and vision across all your key stakeholders. We use our experience, expertise and best-practices to help you get the shortest time to value, on time and on budget whilst delivering positive outcomes and benefits throughout.
Cloud Hosting
Genesys Cloud CX is hosted across multiple AWS Zones globally and even allows media to be federated across regions for multinationals
AWS Size
AWS compute is so large, that it is 6 times larger than the next 12 players by size combined, yes, that includes Microsoft and Google et al
Reliability
Genesys are unique in that they will contractually oblige a 99.99% availability with a Return to Operation time of zero. Yes, zero!
Microservices
Genesys technology is elastic, load-balanced and self-healing. It's microservices based architecture can even spawn new application modules without human intervention
Market Share
By the start of 2022, AWS held 45% of the total global cloud market for Infrastructure as a Service (31% of the Cloud) and real-time service giants such as Reddit, Facebook, BBC, Netflix and Quora enjoy their home there
Going Green
AWS is fully committed in going green by using renewable sources of energy. Approximately 25% of AWS is already using renewables for its source of energy.
WWW
1/3 of all internet users visit websites each day that are actually hosted on AWS. Despite this 2/3 of Americans don't know what AWS is!
Survivability
The reliability stems from the microservices architecture being hosted in AWS zones, each of which is configured at a minimum as active:active:active redundancy across geographically dislocated data-centers (availability zones), so it's very difficult to disrupt or kill!
Adoption
A staggering 94% of all businesses use cloud services for mission critical infrastructure and 48% of businesses elect to put their most classified and important data on the cloud and by 2025 over 100 Zettabytes of data will be stored in the cloud (1 zettabyte = 1 trillion gigabytes)
Integrations
Genesys Cloud CX has its own Unified Communications and PBX functionality built right in, but you can also directly integrate into your MS Teams, 8x8 and Zoom
Trends
- Accelerate digital transformation
- Closing the personalisation gap
- Prioritise the employee experience
Trends
- AI will supercharge the employee
- Make the technical stack simpler
- Analytics to make real-time decisions
Growth
In May 2023 the year over year growth of Genesys Cloud CX revenue's was 50%
Users
By May 2023, 900,000 agents are active on Genesys Cloud CX at any given moment in time, across over 4,000 enterprises
Features
Genesys Cloud CX gets new functionality every Tuesday, live be Wednesday! In 2022, using the weekly update cadence over 350 new features were introduced, 70% of which had been requested by customers (via votes).
Industry Leadership
- Frost & Sullivan, 1st Place for Innovation in Cloud Contact Centre, 2023
- Gartner Magic Quadrant, 2022, Leader for CCaaS
- The Forrestor Wave, Leader, Journey Orchestration Platforms, Q2-2022
Industry Leadership
- Forrestor New Wave, Leader, Conversation Automation Solutions, Q3-2022
- Omdia Universe, 2023, Leader in Customer Engagement Platforms
Did you know?
Our Contact Centre Solutions & Services Porfolio
Assisting in capturing and documenting the business requirements for voice, multichannel or omnichannel contact centres
Assisting in capturing and documenting functional and non-functional requirements across multiple business stakeholders and subject matter experts
Designing and documenting the high-level designs for Genesys Cloud CX based contact centre solutions
Designing and documenting the low-level designs for Genesys Cloud CX based contact centre solutions
Designing and documenting the 3rd party integrations for data-actions, custom-data-actions, blueprints and enterprise service bus
Designing and documenting call-flows, in queue customer experience, callback, estimated waiting time, Interactive Voice Response, Voice Bots
Designing and documenting the use of Genesys Cloud CX as a PBX, or embedding with Microsoft Teams, Zoom or 8x8
Designing and documenting voice and digital bot flows leveraging Genesys BOT Flows or bring your own technology (BYOT)
Identify commonly used 3rd party AppFoundry add-ons for popular extensions to Genesys Cloud CX including Salesforce, Microsoft Dynamics, ServiceNow etc
A complete solutions based approach to the instantiation, configuration, setup, testing and go-live of Genesys Cloud CX Contact Centre solutions
Provide Service Level Agreement based maintenance and support of mission critical Genesys Cloud CX Solutions on a 24x7x365 basis
QVCCS also provides a rich spectrum of managed services that blend maintenance, support and ongoing professional services to handle complex moves, adds, changes and deletions to your Genesys Cloud CX instance.
Many clients take advantage of our ability to proactively monitor all key infrastructure, both on premises and in the cloud to provide 24x7x365 automated engineer callout, so we deal with problems before you notice them.
We can provide bespoke software solutions to integrate Lambda functions, enterprise service buses, API integrations and building customised reporting and analytics solutions from endpoints across your solution footprint.
We have the ability to supply individual subject matter experts across many disciplines on a global stage, so if you are lacking that key resource to bring your project to life we can assist there too.
Arrange a Demonstration
As proud innovators and subject matter experts with Genesys Cloud CX we are in an excellent position to be able to offer workshops, demonstrations and deep dives into all subject areas of cloud Contact Centre as a Service.
Please use the form, to the left, to request a demonstration or workshop. We typically conduct demonstrations on our Microsoft Teams environment but can do them on site too at your premises if preferred.
More Information and Terms & Conditions
All demonstrations, workshops and consultations are provided free of charge and without prejudice or expectation.
Submitting a demonstration request will not result in your contact details being used for marketing purposes.
Demonstrations and Workshops are conducted on a full Genesys Cloud CX 3 instance, but not all potential use case scenarios may be covered unless specifically asked for in advance so that they may be prepared. If you have specific needs please let us know in the "what else you would like to see".
Workshops, Demonstrations and Deep Dive sessions are not time limited. For a general introduction to Genesys Cloud CX at least 1 hour minimum is required.
There is no minimum count of delegates required, and your team may be made up of both technical, operational or business users.
The purpose of the demonstrations and workshops is to answer your questions, provide you with background, context and information necessary to make informed decisions on behalf of your business. They are not used by QVCCS as sales events.
Whilst we focus on the platform solution itself, we can also assist you with any questions you have around connectivity, security, compliance, regulatory affairs, telephony, Session Initiation Protocol and WebRTC, soft and hard phones, general prerequisites and typical solution architecures, integration to 3rd party systems like CRM or Enterprise Resource Planning (ERP), Application Programming Interfaces (API's) and more.
Our promise is that you will leave the session informed and familiar with how Genesys Cloud CX works and how it may be customised and configured to meet the needs of the modern customer experience head on. What you do thereafter is your choice.