01
Deploy
Design and launch Genesys Cloud with the right architecture, routing, governance, testing, and handover from day one.
Genesys Cloud Services
Built for
the contact centres
that need more
Straticom helps teams design, deliver, optimise, and extend Genesys Cloud with specialist services, Voice AI, managed support, and custom development.
What We Offer
Explore
02
Improve
Find underused platform value, optimise live operations, and get more from the Genesys Cloud capability you already pay for.
03
Run
Keep Genesys Cloud stable, supported, and improving with specialist help across requests, releases, issues, and governance.
04
Customise
Extend Genesys Cloud with custom integrations, reporting utilities, Voice AI controls, and workflow tools built around your edge cases.
A connected platform for modern contact centres.
Genesys Cloud brings conversations, routing, automation, workforce engagement, reporting, and service data together in one contact centre platform.
Features
Omnichannel engagement
Bring voice, web messaging, email, SMS, and outbound journeys into one customer conversation layer.
Orchestration and routing
Use Architect, queues, skills, schedules, priorities, and journey logic to route work with control.
AI and automation
Support virtual agents, agent assist, knowledge, summaries, and automated actions across service journeys.
Workforce and insights
Connect quality, coaching, forecasting, performance, reporting, and journey analytics to daily operations.
Deployment
Deploy Genesys Cloud with a stronger operating foundation.
For new implementations, migrations, and rebuilds, Straticom designs Genesys Cloud around the way your service teams actually work, so launch is governed, tested, and ready to support real customer demand.
Features
Platform design, queue structure, permissions, channels, and migration planning shaped around your operating model.
Architect / Inbound Call Flow
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Lachlan Roberts
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Performance4 Week Trend
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Architect
Personal Bests
2,143
7,944
100
19,014
02 Improve
100+
contact centres shaped by dedicated Genesys Cloud specialists.
Years of Genesys Cloud experience, focused on getting more from the platform.
Utilisation
UnderusedOptimised
Most Genesys Cloud teams are paying for more capability than they use. We find what is underused, fix what is misconfigured, and turn existing features into working value.
Find unused value quickly
Years inside Genesys Cloud means we can quickly spot where paid-for capability is sitting idle, underused, or not connected to the way your service teams actually work.
Turn features into working operations
We move from review to practical changes quickly, so routing, reporting, WEM, automation, and AI features become useful operational tools instead of unused licence value.
Benchmark against real contact centres
Having worked across 100+ contact centres, we bring practical reference points for what good utilisation looks like across reporting, governance, automation, and service operations.
Improve without buying more first
Most environments do not need another product before they get more value. We tune what is already there, sequence the right fixes, and make better use of the platform you have.
Get integrated
Connect Genesys Cloud with the tools, data, and workflows already running your service operation.
CRMSalesforceMicrosoft DynamicsServiceNowZendeskTeamsPower BIData warehouseIdentity and SSOWFM and WEMPayment gatewaysKnowledge basesVoice AIWebhooksCustom APIsReporting exports
Support
Run Genesys Cloud with expert support behind your team.
For organisations that need reliable Genesys Cloud ownership without building every capability internally, Straticom provides ongoing support, change delivery, troubleshooting, and platform governance.
Managed support and change requests
Day-to-day Genesys Cloud admin support, configuration changes, and practical guidance for service teams.
Technical account management
Dedicated platform specialists who understand your environment, priorities, and operating rhythm.
Priority troubleshooting
Fast investigation for routing, flow, reporting, channel, and release issues when the platform needs attention.
Continuous improvement cadence
Regular review of usage, backlog items, governance, and optimisation opportunities after go-live.
04 Customise
Custom projects built around Genesys Cloud.
We extend the platform where standard configuration runs out, building attribution, payment, knowledge, and data-sync layers that fit real service operations.
Call Tracking
Connect phone outcomes back to website journeys and campaign source data.
Project exampleUsing Genesys Web Journeys, we track visitors across customer websites, capture attached UTM parameters, and write outcome events when a conversion is completed over the phone with an agent instead of on the website.
AnalyticsStraticom SiteTry searching "phone_call"
b
⌂▣◉⚙
Home
Active users
17↑ 70%Key events
42phoneEvent count
338↑ 263%New users
15↑ 66%Key events
42phone_call_conversion31
generate_lead8
contact_form3
Event nameSourceConversions
phone_call_conversiongoogle / cpc31
Google Analytics integration
A practical extension layer for teams that need Genesys Cloud to connect cleanly with real customer journeys and operational systems.
UTM
phone call events written into Google Analytics
Your team is already building on Genesys Cloud.
Give them a system that holds up.
Govern change, connect AI, and keep service operations visible without slowing your team down.
