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Digital CX and Omnichannel

Every channel, be it email, voice, chat or WhatsApp
is unified into a single case record so no customer
ever has to repeat themselves.

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No more gaps.
No more repetition.

When a customer contacts you on WhatsApp, follows up by phone and then emails, your agent should see all three interactions in one place. The fact is, most don't. This results in customers repeating themselves, agents who copy case details manually between systems, and leadership with no real picture of what's happening.

Our Digital CX solution eliminates that gap. Cases auto-create, auto-categorise, and auto-route to the right queue the moment they arrive, on any channel.

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0  min
Average handle time, down from 22 minutes
0%
Reduction in missed routes
0-5 min
Saved per case through automated handling and routing

How digital CX and omnichannel works

 

We deploy Microsoft Dynamics 365 Customer Service as the single system of record, which can be integrated with Genesys Cloud for voice, email and digital channels. Every inbound interaction, regardless of channel, creates a unified case with full history attached.

Auto-categorisation and skill-based routing ensure the right agent receives the right case without manual intervention. When a case is transferred or escalated, the next agent picks up exactly where the last one left off.

01
Intake flow Omnichannel

One case, whatever the channel

Every inbound interaction creates a unified case with full history attached, then routes itself to the right queue.

  • Cases auto-create on arrival, on any channel
  • Auto-categorisation without manual intervention
  • Skill-based routing to the right agent
  • Full history travels with the case on transfer from one agent to the next
  • Agents work from a single screen with identity verification, case history, and knowledge base recommendations surfaced automatically
  • No platform switching and no manual data copying

Channels unified

Email Voice Chat WhatsApp
02
Delivery Phased approach

You stay in control throughout

Our delivery is structured in phases, each with its own defined outcomes and independent approval. Nothing gets built that hasn't earned its place.

  • Defined outcomes for every phase
  • Each phase approved independently
  • Measurable value at every stage
  • No commitment to the next phase until you've seen the results

Built on

Dynamics 365 Customer Service Genesys Cloud SLA tracking Role-based dashboards

Built on Microsoft and Genesys

 

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Genesys-logo
Partner Microsoft

Dynamics 365 Customer Service

The single system of record for all omnichannel case management. Auto case creation, routing, SLA tracking, and agent dashboards all run within D365.

System of record
Partner Genesys

Genesys Cloud

The contact centre platform delivering voice, email, chat, and digital channel capability, integrated with D365 via our proprietary connector, proven in production.

Contact centre

Where this has already worked

smiling-businesswoman-with-mobile-phone-working-open-plan-office-with-colleagues-background (1) Case study
Retail Digital CX

Major SA Retailer: Digital CX transformation

97% First-time UAT pass rate
87% Issue reduction week-on-week
Find out more

Governance and access
built in.

Role-based access controls ensure agents, team leads, and managers see only what they need. SLA breach alerts and automated audit trails give your compliance team the evidence they need without the manual effort of producing it.
All data processed within D365 and Genesys Cloud is subject to the same POPIA-aligned governance framework applied across the full CX platform.

Related capabilities

Related capability Customer experience reinvention

Employee experience

The unified channel view your agents work from, built on the same omnichannel foundation, designed around the person serving the customer.

Learn more
Related capability Customer experience reinvention

Contact centre and CRM integration

The Genesys and D365 integration that makes omnichannel case management possible at enterprise scale.

Learn more
Still routing cases manually? Let's show you what automated looks like.
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