Bots & virtual agents
Voice and digital bots in Genesys Cloud that answer common questions and complete simple tasks around the clock — handing over cleanly to a person, with full context, whenever a human touch is needed.
AI & Salesforce
Practical AI and Salesforce, built into your contact centre
AI works best when it solves a real problem for real customers. CVT helps you put Genesys Cloud AI and your Salesforce CRM to work together — bots and virtual agents, agent assist, analytics and a joined-up agent desktop — designed for fit, delivered end-to-end and supported by the same team.
Unsolicited customer feedback
"Projects are only successful when we have great business partners and of course a great implementation partner in CVT, so thanks all for your continued efforts."
Pharmaceuticals · 18 October 2024
Why now
AI that earns its place — not AI for its own sake.
We come from a development and integration background, and we’ve seen technology work best when it’s fit-for-purpose. The same is true of AI. Used well, it takes friction out of everyday interactions — deflecting the simple questions, giving agents the right answer at the right moment, and turning conversations into insight. We’ll help you find the places it genuinely helps, and be honest with you about the places it doesn’t yet.
Agent assist & routing
Predictive and skills-based routing to get customers to the right person sooner, and real-time agent assist that surfaces knowledge, next-best actions and suggested replies while the conversation is still happening.
Analytics & quality
Speech and text analytics to hear what customers are really saying, plus automated quality management that reviews far more interactions than a manual process ever could — so coaching is based on the whole picture.
Salesforce
Genesys Cloud and Salesforce, joined up.
Your contact centre and your CRM shouldn’t live in separate windows. As a Salesforce partner, and with a long track record in CRM and self-service integration, CVT connects Genesys Cloud with Salesforce so your team works in one place.
- Embedded voice and digital in the Salesforce agent console
- Screen pop and click-to-dial against the right record
- Interaction history and outcomes written back to Salesforce
- CRM data used to route, prioritise and personalise
- Reporting that spans both the conversation and the customer record
Our approach
Start with the problem. Prove the value. Then scale.
We’d rather deliver one AI use case that genuinely lands than a dozen that look impressive in a demo. Our approach keeps it grounded and measurable.
01
Identify
We look at where your customers wait, repeat themselves or drop off, and where your agents spend time on the avoidable. That’s where AI has something real to offer — and it’s where we start.
02
Integrate
We design and build the use case into Genesys Cloud and your systems — bot flows, routing, agent assist, analytics or a Salesforce connection — and test it properly before it ever reaches a customer.
03
Improve
Once it’s live we measure what it actually does, tune it with you, and only then look at the next opportunity. AI is never “set and forget”, and neither are we.
Grounded in real capability
A technical house, not a slide deck.
CVT is a strong technical house with cross-discipline capability across telecommunications, cloud, networking, Windows, third-party applications, AI and bots, integrations and software development.
We come from a product background — including the world-first onboard memory soundcard (Sonata), the Unified Messaging platform (CorriDOR) and reporting software (Periscope) — and we use that engineering experience when we integrate AI and CRM into your contact centre.
We maintain technical and partner credentials with Telstra, Microsoft, AWS, Genesys and Salesforce, and we bring 30 years of Australian delivery to every engagement.
Thinking about AI or Salesforce for your contact centre?
Tell us what you’re trying to achieve. We’ll give you our honest input on where AI and Salesforce fit — and where they don’t.