Event Stream & Architect Integration
Genesys Cloud CX Contact Center Integration
Subscribe ResolveCX to Genesys Cloud CX conversation event streams and let Architect flows decide when a contact becomes a complaint case — with CQC Regulation 16 evidence structured into every healthcare complaint from day one.
Genesys Cloud CX + ResolveCX
Capabilities are configurable. Contact us to discuss your setup.
How it works
Four ways ResolveCX and Genesys Cloud CX work together
Event streams, not point-to-point polling
Genesys Cloud CX publishes conversation lifecycle events as a continuous stream through its notification service. ResolveCX subscribes to the topics that matter for complaints — conversation start, transfer, disconnect, wrap-up — and reacts in near real time. This stream-first architecture means state changes in Genesys appear on the case without any scheduled polling job.
Architect flows decide when a contact becomes a case
Genesys Architect flows carry the decision logic: a data action inside the flow calls the ResolveCX endpoint when the interaction matches complaint criteria — a menu selection, a keyword in a bot conversation, or a transfer to a resolutions queue. Because the trigger lives in Architect, the business can adjust the criteria without touching either platform's code.
An Interaction Widget in the Genesys Cloud desktop
Through the Genesys Cloud Client App SDK, ResolveCX appears as an Interaction Widget bound to the active conversation. The widget reads conversation attributes set earlier in the Architect flow, so the case the agent sees is already scoped to this caller and this issue.
Healthcare complaints under CQC expectations
Genesys Cloud is widely deployed in healthcare contact centres, where CQC Regulation 16 requires providers to investigate and respond to complaints and to show learning from them. ResolveCX structures each Genesys-originated case around that duty: investigation records, outcome letters and lessons-learned entries sit on the case, ready for CQC inspection evidence.
Common questions
Questions about Genesys Cloud CX and ResolveCX
Ready to bring resolution governance to your Genesys Cloud CX deployment?
We tailor every integration to your setup. Talk to us about what you need.
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