Flagship Practice

The world's #1 CX platform, deployed by Pakistan's #1 Genesys partner

From green-field Genesys Cloud rollouts to complex PureEngage and PureConnect migrations, we’ve delivered every flavour of Genesys and we know how to make the platform earn its keep. C Square is a Genesys Gold partner.

Platform Capabilities

The full Genesys Cloud CX stack delivered, integrated, optimised

We mirror the Genesys capability taxonomy because that’s how our certified architects think and that’s how your roadmap should be structured. The stack spans six pillars.

Contact Centre Software

The core of every deployment: blend automated and human service across every channel and queue.

ACD & Intelligent Routing

Skills-based and AI-driven routing that gets every customer to the right agent, first time. Modern, cloud-native routing with no on-premise hardware to maintain.

IVR & Conversational Self-Service

Conversational IVR and callback orchestration that resolves routine requests without an agent. Fully cloud-native — no separate IVR platform.

WhatsApp, Chat, EmailVoice Services

Carrier-grade cloud voice with the telephony options your business needs — no separate voice platform to run. C Square handles number provisioning, SIP and carrier integration end to end.

Outbound & Proactive Engagement

Timely, personalised outbound across voice, SMS and digital — appointment reminders, renewals, collections and service notifications. C Square builds compliant, contextual campaigns (proactive service, not telemarketing).

Unified Communications & Collaboration

Connect contact-centre agents with back-office experts across the organisation for faster resolution. C Square integrates collaboration so knowledge isn’t trapped outside the contact centre.

Analytics & Reporting

Real-time and historical dashboards across every channel and queue, in one reporting environment. C Square builds the executive and operational views your supervisors actually need — beyond the out-of-the-box reports.

AI & Automation

Purpose-built AI that deploys fast, stays under your control, and gets better with your data.

Virtual Agents (Voice & Digital Bots)

Bots that handle intent end-to-end — and hand off cleanly when a human is needed. Built and trained on your interaction data.

Agent Copilot

Real-time prompts, knowledge surfacing and post-call summarisation that lift agent productivity without replacing the human in the conversation.

Predictive Routing

AI matches each customer to the agent most likely to resolve their issue and hit your KPIs, in real time. C Square tunes routing models against your historical data so performance keeps improving.

Predictive Engagement

Identify customer intent in real time and engage proactively before they abandon — turning reactive service into proactive experience.

Knowledge Management

AI-powered knowledge surfaced to both agents and self-service bots, so the right answer appears every time. C Square structures and maintains your knowledge base so automation accuracy climbs over time.

Speech & Text Analytics

Sentiment, intent, compliance monitoring and coachable moments across 100% of interactions — not a 10% sample.

AI Studio

Build, deploy and govern AI experiences from a centralised, secure workspace. CSquare-built flows are tested in staging before any customer sees them.

Work Automation & Task Routing

Route and automate back-office work — not just live conversations — through the same platform. CSquare orchestrates tasks across teams so nothing falls between the front and back office.

Digital Customer Engagement

Meet customers on the channels they already use, from one agent desktop and one reporting view.

WhatsApp, Chat & Email

Unified inbox across every digital channel your customers actually use. One queue, one reporting view, one agent desktop.

SMS & Messaging Apps

Reach customers on SMS, Facebook Messenger, Apple Messages and more — all routed into the same queue. C Square onboards new channels without re-architecting your setup.

Social Engagement

Treat social DMs as first-class cases — routed to the right agent with full customer context, not siloed in a separate social tool.

Co-browse & Screen Share

See what the customer sees and guide them through complex tasks in real time. C Square enables secure co-browse for high-friction journeys like onboarding, applications and payments.

Customer Journey Management

Connect the data silos and orchestrate the end-to-end journey — not just the single contact.

ACD & Intelligent Routing

Skills-based and AI-driven routing that gets every customer to the right agent, first time. Modern, cloud-native routing with no on-premise hardware to maintain.

IVR & Conversational Self-Service

Conversational IVR and callback orchestration that resolves routine requests without an agent. Fully cloud-native — no separate IVR platform.

Workforce Engagement Management (WEM)

Forecasting, scheduling, quality and coaching in one stack — operational from go-live day one.

Forecasting & Scheduling

Accurate, flexible schedules built in minutes, with the right coverage even when demand spikes. C Square configures WEM to your operating patterns from day one.

Quality Assurance & Monitoring

Record and evaluate interactions across every channel for Voice-of-the-Customer insight and compliance. C Square sets up evaluation forms and calibration that fit your QA framework.

Employee Performance & Gamification

Real-time performance visibility for supervisors and agents, with gamification that drives engagement and retention. C Square tailors scorecards to your KPIs.

Cloud Architecture & Open Platform

A single-codebase, API-first foundation that consolidates systems, cuts tech debt and lowers total cost of ownership.

Cloud Architecture

A comprehensive set of native capabilities on one continuously updated codebase — no version upgrades, no on-premise estate. C Square advises on the architecture that fits your scale and residency needs.

Development & Open APIs

An API-first platform with modern developer tools to compose custom experiences at scale. C Square’s engineers extend the platform with custom apps and workflows.

Integrations & AppFoundry

Pre-integrated connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk and 350+ AppFoundry apps. CSquare builds the custom integrations — SAP, Oracle, core banking, Avantage CRM — that the marketplace doesn’t cover.

Security & Compliance

Enterprise-grade security, encryption and regulatory compliance built into the platform. C Square advises on data residency for Pakistan, the Gulf and other regulated markets, and configures controls to meet local obligations.

Feature Spotlight

Migration PureEngage / PureConnect to Genesys Cloud, without the risk

End-of-life is real. Migration is a one-shot, business-critical move. We’ve completed it across BFSI, telecom and government — with a field-tested playbook that protects continuity while accelerating value.

Discovery

Current-state audit, routing logic inventory, integration dependency mapping.

Design

Target architecture, AI activation plan, data-residency and security strategy.

Phased Cutover

Pilot queue → division → full estate. Never a single big-bang cutover.

Hypercare

60-day stabilisation window with KPI-lift validation before project close.

How We Work

Our Proven Delivery Framework

Every successful CX transformation begins with business goals, not technology.

1 Discover

Outcomes, current state, gap analysis.

2 Design

Architecture, AI strategy, integration, security — approved before any config.

3 Deploy

Agile pilot → scale waves; live in 60–90 days for typical scope.

4 Optimise

Managed services, continuous AI tuning, quarterly business reviews.

Certifications

Genesys-Certified, End-to-End

End-of-life is real. Migration is a one-shot, business-critical move. We’ve completed it across BFSI, telecom and government with a field-tested playbook that protects continuity while accelerating value.

Partner Tier

Gold Partner — Since 2012

Certified Team

20+ Genesys Certified Consultants

Platforms

Genesys Cloud · PureEngage · PureConnect

Support

24/7 Managed Support Windows

FAQ

Frequently Asked Questions

Drawn from real procurement conversations and the Genesys documentation we deliver against.

What is Genesys Cloud CX?

Genesys Cloud CX is an all-in-one, cloud-native contact centre platform that unifies voice, digital channels, AI automation, workforce engagement management and analytics in a single system. It is used by thousands of enterprises globally to manage customer interactions across every channel — from inbound voice to WhatsApp — with AI-powered bots, real-time reporting and a modern agent desktop. C Square, a Genesys Gold partner, delivers and supports it end to end.

What is customer journey management in Genesys Cloud?

Customer journey management connects your interaction and event data across silos so you can see, measure and orchestrate the entire customer journey — not just individual contacts. In Genesys Cloud it comprises Journey Analytics (measuring and optimising journeys against KPIs) and Journey Orchestration (tailoring each stage to customer intent). C Square configures both so you can act on customer intent across every touchpoint.

What AI capabilities are built into Genesys Cloud CX?

Genesys Cloud AI includes Virtual Agents (voice and digital bots), Agent Copilot, Predictive Routing, Predictive Engagement, Knowledge Management, Speech & Text Analytics (across 100% of interactions), Work Automation and AI Studio for building and governing AI experiences. C Square implements and tunes all of these.

How is Genesys Cloud CX different from PureEngage and PureConnect?

Genesys Engage (PureEngage) and PureConnect are on-premise platforms that require your own servers and IT management. Genesys Cloud CX is a cloud-native SaaS platform, continuously updated by Genesys with no on-premise infrastructure. Genesys is consolidating around Genesys Cloud, with Engage and PureConnect retiring in 2028. C Square delivers and supports all three.

What does Genesys Cloud CX integrate with?

Genesys Cloud has native connectors for Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow and 350+ apps in the Genesys AppFoundry marketplace. C Square builds custom integrations with SAP, Oracle, core banking systems, SugarCRM, Avantage CRM and proprietary enterprise systems via REST APIs and the Genesys SDK.

Is Genesys Cloud CX secure and compliant?

Yes. Genesys Cloud provides enterprise-grade security, encryption and regulatory compliance built into the platform. Data is stored in AWS data centres, and for clients with residency requirements in Pakistan, the Gulf or other regulated markets, C Square advises on available AWS regions, residency configuration and where hybrid architecture may be needed.

What channels does Genesys Cloud CX support?

Genesys Cloud CX supports voice (inbound and outbound), web chat, email, SMS, WhatsApp, Facebook Messenger, Instagram, X (Twitter) DMs and Apple Messages for Business — all from one unified agent desktop and one reporting environment. New channels can be added without re-architecting your setup.

See Genesys Cloud Running on Your Data

We’ll bring a working environment to your conference room and demo it against three real use cases from your organisation — so you see exactly what your agents and supervisors will see, before you commit.