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Genesys Cloud CX
Unlock the full Genesys Cloud potential with dedicated experts and proactive success management. Scroll on to learn why you should choose Star Telecom for your cloud call center solution.
Our Customers Love Us
100% CSAT, +90 NPS, 98% Client Retention Rate
Cleaner, More Stable Solution
Our Support Outshines the Competition - It’s Our Value Add
Outshine your Competitors
Dedicated Client Success Managers Guiding You on Best Genesys Cloud Contact Center Practices
Genesys Exclusivity
We're Not Distracted Juggling Platforms - We only support Genesys Cloud Services
Telecom Value Layer
Achieve ~40% rate savings with 0-downtime porting.
Reliable delivery
90% on-time and 92% on-budget execution history for contact center cloud migration projects
Our Benefits
Why Choose Star Telecom as Your Genesys Cloud Provider ?
Star Telecom bridges the gap between complex CCaaS technology and real-world business outcomes with specialized expertise and a high-performance telecom foundation.
Service
Unrivaled Support Excellence
100% CSAT, +90 NPS, and a 98% Client Retention Rate. While traditional partners or direct-vendor support can feel like a faceless ticketing system, our metrics prove we prioritize your success with your new cloud call center. We don't just close tickets; we build long-term stability that keeps our clients staying with us year after year for their Genesys Cloud Services. The proof is in the pudding - see what our clients have to say about us.
Expertise
Zero Platform Juggling
We are 100% focused on the Genesys Cloud contact center platform. Direct vendors are spread thin, and other partners often juggle multiple CCaaS platforms. We don't distract ourselves with "other options." We are specialists in the world's leading CCaaS software, giving you deeper technical expertise than any generalist could offer.
Financial
Significant Telecom Savings for Genesys Cloud
Our telecom offers massive savings compared to standard vendor rates, typically achieving ~40% rate savings. Unlike direct vendors who provide standard voice options, we ensure a cleaner, more stable solution with built-in failover, a dedicated management portal, and guaranteed 0-downtime porting. To learn more about how our telecom is more resilient than CCaaS direct vendor telco, read our blog here.
Innovation
Monthly Guidance, No Feature Lag
We prevent "feature lag" by bringing updated Genesys Cloud News and features to your doorstep. Standard vendors wait for you to ask for help. We proactively monitor your environment and provide monthly guidance on new Genesys Cloud CX features. This ensures you are always squeezing the maximum value out of your investment without having to dig through updates yourself.
Reliability
Proven Implementation Success
Project reliability with direct vendors can vary significantly depending on the scope, but we offer a proven track record of 90% On-Time and 92% On-Budget delivery. By following our enterprise-grade playbook, we ensure your Genesys Cloud contact center implementation or migration stays on track and meets your financial requirements.
Training
Training as a Service for Genesys Cloud
High turnover and rapid AI advancements in the Genesys Cloud contact center platform (like Agent Copilot) require constant education. We ensure your new hires are proficient from day one and your veterans stay up to speed on the latest tools with "Training as a Service," keeping your team's performance peak and consistent.
Managed
Fully Managed Configuration
While direct vendors often leave you with self-service admin work, Star Telecom provides Fully Managed MACs. We act as an extension of your team by handling all Genesys Cloud contact center configuration and admin changes for you, ensuring your system remains optimized without draining internal resources.
Vendor Comparison Block
Comparison: Good vs. Great
You may be deciding between working with Genesys directly or choosing a certified partner for your cloud call center solution. Star Telecom backs delivery, support, and telecom outcomes with service levels and credits—so performance is measurable, not assumed.
| Features |
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Direct Vendor
Genesys Enterprise
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verified
Star Telecom
Premium Partner +
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Go-Live Delivery
Implementation motion |
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Standard Implementation
Standard playbook
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Enterprise-Grade Playbook
Tailored go-live execution
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Success Management
Account support |
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Pooled CSM Model
Shared resources
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1:1 Dedicated CSM
Direct executive partnership
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Support and Care
Ongoing assistance |
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Platform Support
Standard ticketing channels
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24/7 Rapid Response
Aggressive SLAs included
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Telecom Value Layer
Voice connectivity |
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Vendor Rates
Standard voice options
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savings
~40% Rate Savings
Failover + Portal + 0-Downtime Porting
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Moves, Adds, Changes
Configuration admin |
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Customer-Managed
Self-service admin work
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engineering
Fully Managed MACs
We handle the config changes
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Enablement
Adoption resources |
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General Resources
Documentation & Academy
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Ongoing Optimization
Continuous coaching & tuning
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On-Time / On-Budget
Project reliability |
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Varies by Engagement
Dependent on scope
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schedule
90% On-Time
92% On-Budget delivery
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| Get Started arrow_upward |
Genesys builds arguably the best CCaaS solution on the market.
You invest in them to build and support a technology.
You invest in us to make you successful with it.
Star Approach
Live. On Time. On Budget.
Then We Get to Work.
We don't just flip the switch and hand you a manual to the Genesys Cloud contact center solution. Our phased approach gets your Genesys Cloud sercvices running confidently, then uses your real contact centre data to guide every AI and optimization decision that follows.
Assess & Baseline
We begin by understanding your current environment — call volumes, channels, IVR flows, and migration complexity. Existing call data and routing logic shape the Genesys Cloud contact center deployment plan before a single line is configured.
Deploy & Go Live
Certified engineers configure Genesys Cloud CX to your exact specifications — routing, queues, omnichannel, SIP trunking, agent workspace — and manage the full go-live. On time. On budget. No surprises for your contact center cloud migration.
Monitor & Measure
Post cloud call center launch, we actively monitor your environment and collect the interaction data that matters — containment rates, topic clusters, sentiment trends, and escalation patterns — building the evidence base for your next decisions.
Optimize & Enable AI
Informed by real data — not assumptions — we recommend and deploy AVAs, Agent Copilot, and predictive engagement at the right moment. Every AI enablement decision is intentional, measurable, and tied to business outcomes.
Intentional AI — Not Just Because It's Possible
We use your contact centre's own data to determine when AVAs, copilots, and sentiment tools will actually move the needle. Every enablement decision is grounded in evidence — not vendor pressure or trend-chasing.
Best Buy Case Study
34% Reduction in IVR Time, 40% Decrease in Call Transfers.
See the Best Buy Case Study
The Feature Section
One Platform. Every Channel.
Limitless CX Capability.
Star Telecom is a certified Genesys Cloud CX implementation partner, delivering the full power of the world's leading CCaaS platform — bundled with native North American (Canada + USA) SIP carrier connectivity, expert onboarding, and end-to-end lifecycle management.
The Benefits of Working with Star Telecom for Your Genesys Cloud Solution
Genesys Cloud CX is the world's leading all-in-one cloud contact centre platform — trusted by thousands of enterprises globally for its open APIs, enterprise-grade reliability, and AI-first architecture. Through our certified partnership, Star Telecom brings Genesys to your team fully deployed, configured, and connected.
By bundling Genesys Cloud CX with our native North American (Canada + USA) SIP trunking and BYOC carrier connectivity, we eliminate the complexity of managing multiple vendors, separate telecom invoices, and disconnected support relationships.
- check_circle Certified Implementation Partner — guided deployment from Day 1 to go-live.
- check_circle Single Invoice — Genesys licenses, SIP trunking, and support on one bill.
- check_circle North American (Canada + USA) SIP Carrier Built In — BYOC connectivity with local number portability across Canada and the USA.
- check_circle Lifecycle Management — our engineers handle upgrades, WEM tuning, and agent capacity planning.
Genesys Certified Partner
Star Telecom holds Genesys Cloud CX partner certification, ensuring your omnichannel cloud contact center deployment meets Genesys best-practice standards.
Dedicated North American (Canada + USA) Support
Named account management and escalation paths with North American engineers — serving both Canadian and US-based deployments — who know your environment inside-out.
Consolidated Vendor Relationship
Carrier, CCaaS, and compliance — one partner, one contract, one point of accountability.
AVAs — Always-On Virtual Agents That Actually Work
Genesys Automated Virtual Agents (AVAs) are conversational AI bots natively embedded in the Genesys Cloud CX platform. Unlike bolted-on chatbots, AVAs are built on the same architecture as your contact centre — sharing routing rules, context, and customer data in real time.
With Star Telecom's AI enablement services, we design, train, and deploy your AVAs across every channel your customers use — so your agents focus on the conversations that need a human touch.
- check_circle Natural Language Understanding (NLU) — powered by Google CCAI and native Genesys Dialog Engine.
- check_circle Intent Detection & Entity Extraction — understands caller intent without rigid IVR menus.
- check_circle Seamless Human Escalation — warm handoff with full context so agents never ask customers to repeat themselves.
- check_circle 24/7 Self-Service Containment — resolve routine enquiries automatically, reducing AHT and operational cost.
Voice AVA (IVR Replacement)
Replace outdated DTMF IVR trees with conversational voice bots that understand natural speech and intent from the first "hello."
Digital Messaging AVA
Deploy AVAs on web chat, WhatsApp, SMS, and social channels — all managed from a single bot management console.
Predictive Engagement & Proactive AI
Use real-time customer journey scoring to proactively engage visitors before they abandon — turning browsers into buyers.
Agent Assist & Copilot
AI surfaces relevant KB articles, next-best-action prompts, and sentiment cues directly inside the agent workspace in real time.
True Omnichannel — One Queue, Every Channel
Genesys Cloud CX is built omnichannel from the ground up — not an afterthought. Every channel, including Voice, Chat, Email, SMS, WhatsApp, and Social Messaging, shares a single unified ACD queue, routing engine, and reporting suite.
Star Telecom provisions and manages the underlying SIP carrier layer so your omnichannel platform is ready to handle calls the moment your agents log in — no third-party voice provider required.
- check_circle Unified Agent Workspace — agents handle all channels from a single browser tab, with full interaction history in view.
- check_circle Persistent Context Across Channels — a customer who starts on chat and escalates to voice never has to start over.
- check_circle Channel-Specific Routing Rules — skills-based, language-based, and AI-predicted routing on every channel.
Customer Interaction Flow
Voice — Inbound & Outbound
PSTN, SIP, and WebRTC voice delivered via Star Telecom BYOC trunking with HD audio quality across Canada and the USA.
Chat & Messaging
Web chat, in-app messaging, SMS, WhatsApp, and social — all flowing into the same ACD queue and routed by the same skill rules.
Email & Back-Office Work
Inbound email queued, routed, and tracked with the same SLA visibility as voice interactions — agents work email alongside live channels seamlessly.
info All channels share 100% common reporting in Genesys Cloud Analytics, giving supervisors a real-time, cross-channel view.
Journey Management — Orchestrate Every Customer Experience
Genesys Journey Management gives your contact centre a real-time, 360° view of the entire customer journey — stitching together every touchpoint across channels, sessions, and time.
Combine journey data with AI-powered decisioning to predict customer intent, reduce effort, and proactively intervene before frustration escalates into churn.
- check_circle Journey Visualization — map and analyze real customer paths across your digital and voice touchpoints.
- check_circle Effort Scoring — automatically identify customers who are struggling and trigger proactive engagement.
- check_circle Predictive Web Engagement — use AI scoring to decide when and how to engage website visitors with a targeted offer or chat invitation.
- check_circle CRM & Data Integration — enrich journey data with CRM records via native integrations (Salesforce, ServiceNow, Microsoft Dynamics).
Customer Journey Phases
Discover & Attract
AI scores anonymous website visitors to identify high-intent prospects before they reach out.
Engage & Route
Proactive chat invitations and skills-based routing match customers to the right agent or bot at the right moment.
Resolve Across Channels
Full journey context travels with the customer — from web to chat to voice — so resolution is fast and frictionless.
Analyze & Optimize
Journey dashboards surface friction points and containment rates so you continuously improve every customer path.
Enterprise-Grade Platform Capabilities Built for Scale
Genesys Cloud CX is more than a contact routing engine — it's a complete Customer Experience Platform with native Workforce Engagement Management (WEM), analytics, quality management, and open APIs that connect to your existing ecosystem.
Star Telecom's platform services ensure your instance is tuned for peak performance — from initial capacity planning to ongoing WEM configuration and reporting optimization.
Workforce Engagement Management (WEM)
Native WFM scheduling, intraday management, agent coaching, and gamification — no third-party WEM tool required.
Real-Time Supervisor Tools
Live dashboards, whisper coaching, barge-in, and skill-change capabilities available directly from the supervisor console.
Security & Compliance
SOC 2 Type II, ISO 27001, HIPAA, and PCI DSS certified infrastructure — with Canadian data residency options via AWS Canada.
AppFoundry Ecosystem
300+ pre-built integrations including Salesforce, ServiceNow, Teams, Zoom, and leading CRM and WFO platforms.
Section Icons
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A Leader Positioned highest in Ability to Execute according to 2023 Gartner® Magic Quadrant™ for CCaaS
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Trusted by more than 4,800 organizations in over 100 countries
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99.996% uptime, the most reliable customer experience solution on the market
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More than 350 new features deployed in 2022
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45 million conversations hosted daily
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Over 500 ecosystem apps and pre-built integrations, including Salesforce, Microsoft and Zoom
Maximize Value
Maximize Value with Updated Genesys Cloud News from Star Telecom.
Genesys Cloud News & Updates
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Flexible Pricing
Our adaptable pricing options are crafted to ensure you only pay for the capabilities you require from your cloud call center. Whether you wish to scale down your solution or upgrade at any moment, we facilitate an easy process. By choosing Star Telecom to implement Genesys Cloud CX, you're investing in a trusted and proactive partner that stands out amongst competing cloud contact center providers. Empower your organization to adapt, scale, and confidently create lasting experiences. Get in touch to discuss the options and identify the best solution for your business.
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