START HERE
Configuration Audit
A thorough review of your flows, queues, routing, recording policies, user roles, and integrations — delivered as a prioritized findings report with clear next steps.
GENESYS CLOUD CX CONSULTING
Your Genesys Platform Deserves Real Attention
Russell CX provides hands-on Genesys Cloud configuration, flow optimization, and ongoing platform support — filling the gap between expensive partner firms and hiring a full-time admin.
-
Audits
Prioritized Findings In Days
-
Sprints
Defined Scope, Real Fixes
-
Retainers
Ongoing Support Without Overhead
-
Genesys
Cloud CX — That's All I Do
SERVICES
Practical Genesys Cloud Help, Not A Slide Deck
Flow Optimization Sprint
Targeted, scoped work on your Architect flows — fixing dead ends, simplifying routing logic, improving self-service containment, and cleaning up what was built ad hoc.
Ongoing Platform Support
A monthly retainer for configuration changes, queue adjustments, reporting questions, and the kind of steady attention your platform needs but nobody has time for.
Reporting & Dashboards
Build or fix the analytics views your leadership actually needs — service levels, handle times, queue performance, and agent productivity in formats people will use.
Queue & Routing Cleanup
Untangle duplicate queues, fix skill assignments, set up proper overflow routing, and get your ACD logic matching how your operation actually runs today.
Integration & Data Actions
Get your CRM screen pops working, connect data actions properly, and clean up the integrations that were half-configured during your original implementation.
HOW IT WORKS
Simple Process, Useful Output
-
Audit Your Environment
I get read access to your Genesys Cloud org and methodically review flows, queues, routing, users, recording, reporting, and integrations. You get a clear findings report with priorities, not a vague assessment.
-
Fix What Matters
Based on the audit, we tackle the highest-impact items first in a defined sprint — flow fixes, queue cleanup, reporting gaps, whatever is costing you the most right now.
-
Stay In Your Corner
If ongoing support makes sense, a simple monthly retainer keeps your platform tuned — configuration changes, new hire setup, reporting adjustments, and a steady hand on the admin side.
WHY RUSSELL CX
The Gap Your Contact Center Is Sitting In
Genesys partners charge $200+ per hour. A full-time platform admin is a $70k+ salary. Most contact centers need something in between — real expertise, available when you need it, without the overhead of either option.
Let's Talk About Your SetupMost Genesys Cloud environments were configured by someone who learned on the job, inherited a mess, or had a partner do a one-time implementation and disappear. The gaps are almost always there — they just need someone to find them. The Problem Russell CX Solves
FAQ
Common Engagement Questions
Most clients start with a configuration audit. I get read
access to your Genesys Cloud org, review everything
systematically, and deliver a prioritized findings report
within a week or two. From there we decide together what's
worth fixing and how.
No. I work alongside your team, not instead of them. The goal
is to get your platform configured properly and give your
people the knowledge to maintain it. I handle the specialized
Genesys work so your team can focus on operations.
Temporary admin-level read access to your Genesys Cloud org.
During the audit I'm observing, not making changes. Any
configuration work happens in a separate phase with your
team's awareness and approval.
CONTACT
Tell Me What's Not Working
Drop a note about your Genesys Cloud setup and what's giving you trouble. I'll reply with a straight answer on whether I can help.