Complex contact center work. Real customer environments.
DCX helps organizations solve difficult contact center challenges across architecture, routing, integrations, automation, analytics, workforce operations, and production support. These engagements show how we apply hands-on platform expertise to real business and operational problems.
What these projects have in common
Our work goes beyond platform configuration. We connect customer experience, operational requirements, data, integrations, reporting, and long-term support into solutions that can operate reliably in production.
Selected customer engagements
Three examples of DCX supporting complex contact center environments across utilities, arts and entertainment, and healthcare.
The AES Corporation
Genesys Cloud engineering, IVR and routing, analytics, workforce initiatives, optimization, troubleshooting, and ongoing operational support.
View case study →Segerstrom Center for the Arts
Genesys Cloud and Tessitura integration architecture supporting outbound fundraising, customer context, automation, and interaction write-back.
View case study →Steinberg Diagnostic Medical Imaging
Genesys Cloud support, configuration, implementation, and optimization supporting patient scheduling and customer communications.
View case study →The AES Corporation
Supporting AES Indiana and AES Ohio customer care operations with extensive Genesys Cloud consulting, implementation, optimization, analytics, workforce initiatives, production troubleshooting, and ongoing technical support in a mission-critical utility environment.
The challenge
AES operates customer care environments where contact center availability, accurate routing, outage-related interactions, reporting, workforce operations, and rapid issue resolution are essential. The Genesys Cloud environment requires ongoing engineering support while customer-facing workflows continue to evolve across Indiana and Ohio operations.
DCX's role
DCX provides hands-on Genesys Cloud expertise across day-to-day operations and broader optimization initiatives. The engagement combines architecture, configuration, troubleshooting, reporting, analytics, workforce-related work, customer survey capabilities, and continuous improvement.
The engagement gives AES access to experienced Genesys Cloud resources who can support production operations while also improving routing, analytics, self-service measurement, workforce capabilities, and the broader customer experience.
What DCX delivers
Architect design, routing logic, queue behavior, callbacks, prompts, and call-flow optimization.
Contact center KPI design, analytics mapping, Power BI integration, and operational reporting.
Containment, escalation, self-service success, no-match/no-input, and failure-event measurement.
Genesys Cloud survey support and analytics for post-interaction customer feedback.
Workforce-related configuration, scheduling, operational processes, and optimization support.
Troubleshooting, configuration support, technical analysis, and issue resolution.
Custom Genesys Cloud integrations and data actions supporting routing and workflow requirements.
Ongoing review and improvement of contact center configuration and customer journeys.
Segerstrom Center for the Arts
Designing and implementing a Genesys Cloud and Tessitura integration to connect patron data, outbound fundraising workflows, agent context, interaction outcomes, and CRM write-back into a more unified operational model.
The challenge
Segerstrom Center for the Arts needed Genesys Cloud outbound fundraising activity to work more closely with Tessitura. Patron and campaign information needed to flow into Genesys while call attempts, outcomes, dispositions, and other interaction data needed a reliable path back into the CRM.
The integration approach
The architecture is designed to create a traceable interaction lifecycle between the CRM and contact center, reducing disconnected workflows while giving agents access to relevant patron context and giving fundraising operations better visibility into campaign activity.
What DCX delivers
Bi-directional data-flow design between Tessitura and Genesys Cloud.
Patron, phone, campaign, membership, giving-history, and interaction-result mapping.
Customer and campaign context for agents during outbound fundraising workflows.
Call attempts, dispositions, outcomes, notes, and persistent Genesys identifiers.
Event-driven processes supporting campaign and membership-related outreach.
Normalization, deduplication, exclusions, error handling, and monitoring considerations.
Cross-system reporting requirements tying contact center activity to fundraising outcomes.
Integration testing, UAT support, go-live readiness, and post-launch stabilization.
Steinberg Diagnostic Medical Imaging (SDMI)
Supporting SDMI's Genesys Cloud contact center environment with configuration, design, implementation, troubleshooting, and optimization focused on reliable patient-facing scheduling and customer communications.
The challenge
SDMI supports patient-facing scheduling and communications in an environment where accurate routing, reliable access, clear workflows, and platform stability directly affect the patient experience. Contact center technology must support scheduling teams while accommodating detailed imaging requirements and operational processes.
DCX's role
DCX provides Genesys Cloud support, configuration, design, implementation, and optimization services for SDMI. The engagement focuses on helping the contact center operate reliably while improving workflows and supporting the evolving needs of patient scheduling operations.
In healthcare contact centers, technology has to support more than call delivery. Routing, scheduling workflows, platform reliability, and operational clarity all contribute to how easily patients can access the services they need.
What DCX delivers
Ongoing troubleshooting and technical assistance for the production contact center environment.
Genesys Cloud configuration changes supporting evolving operational and patient-access requirements.
Call-flow and routing support designed around patient scheduling and customer communication workflows.
Design and implementation work for new or changing contact center capabilities.
Review and improvement of contact center processes that support patient access and scheduling operations.
Technical support focused on maintaining dependable customer-facing communications.
Contact center support delivered with awareness of sensitive patient interactions and service accessibility.
Ongoing optimization as contact center requirements, workflows, and business needs evolve.
What this work says about DCX
These engagements demonstrate the combination of technical depth and operational thinking we bring to cloud contact center programs.
We understand the platform
Architect, routing, reporting, WEM, integrations, APIs, bots, campaigns, permissions, troubleshooting, and operational administration.
We understand operations
Contact centers are operating environments, not just software deployments. We design around customer journeys, agents, supervisors, reporting, governance, and support.
We connect the ecosystem
CRM, analytics, workforce systems, APIs, middleware, reporting platforms, and contact center workflows have to work together—not exist as disconnected tools.
Have a complex contact center problem?
Tell us what is getting in the way—routing, reporting, integrations, workforce operations, platform stability, AI, or a larger transformation. DCX can help determine the right path and turn it into an executable plan.