Connect the contact center to the systems your business already depends on.
DCX designs and delivers integrations that connect cloud contact center platforms with CRM, ticketing, customer data, analytics, identity, workflow, and other enterprise systems—so agents and operations teams can work from connected information instead of disconnected tools.
Integration work across the interaction lifecycle
We help move the right information into the contact center before and during an interaction, then move interaction outcomes back to the systems that need them afterward.
What we integrate
Integration requirements vary by platform and business process, but the core patterns are consistent: move trusted data into the interaction, support the agent workflow, and capture the result cleanly.
CRM & Customer Systems
Customer and patron records, account context, cases, campaign data, screen pops, interaction history, outcome capture, and CRM write-back.
APIs & Middleware
REST APIs, OAuth, web services, middleware, databases, event processing, retry logic, transformations, and integration orchestration.
Analytics & BI
Contact center data, CRM outcomes, custom attributes, data pipelines, Power BI or Tableau reporting, and unified operational visibility.
Ticketing & Case Management
Case creation, customer context, interaction linkage, workflow triggers, updates, suppression logic, and downstream service processes.
Identity & Customer Verification
Identity lookups, authenticated context, account matching, permissions, customer verification workflows, and secure access patterns.
Business Workflow & Automation
Event-driven workflows, customer or campaign triggers, data actions, notifications, routing decisions, and automated downstream updates.
A connected interaction lifecycle
Good integration design is not a one-way data lookup. It connects the customer record, the interaction, the agent workflow, and the final business outcome.
Integration capabilities
DCX can support a targeted API connection or a broader integration workstream spanning architecture, middleware, agent experience, workflow automation, data quality, reporting, and production readiness.
How we approach integration delivery
The goal is not simply to make two systems exchange data. The goal is to create a supportable, testable workflow that improves the customer and agent experience without creating a fragile dependency.
Discover
Map systems, data, identifiers, workflows, dependencies, ownership, error scenarios, and reporting requirements.
Design
Define integration architecture, field mappings, security, transformations, sync behavior, retry logic, and testing strategy.
Build & Validate
Implement the integration, test end-to-end workflows, validate data, support UAT, and document expected behavior.
Operate
Monitor failures, troubleshoot production issues, refine workflows, support change, and improve the integration over time.
Real-world integration work
Integration design becomes most valuable when it connects real customer context, agent workflow, interaction outcomes, and business reporting.
Segerstrom Center for the Arts
DCX designed a bi-directional integration model connecting Genesys Cloud outbound fundraising workflows with Tessitura CRM. The work includes patron and campaign data flowing into Genesys, agent context and screen-pop requirements, interaction outcome write-back, data quality controls, workflow automation, middleware, error handling, and unified reporting requirements.
Integration expertise across cloud contact center platforms
Integration patterns differ by platform, but the same principles apply: clean data contracts, reliable APIs, supportable workflows, thoughtful error handling, and clear operational ownership.
Need your contact center to work with the rest of the business?
Tell us which systems need to connect, what data has to move, and what the customer or agent should experience. DCX can help define the integration architecture and turn it into a practical implementation plan.