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Complimentary CX Assessment

Complimentary Genesys CX Assessment · Delivered in 2–3 weeks · No vendor lock-in Book My Genesys Assessment

Complimentary Genesys CX Assessment · Delivered in 2–3 weeks · No vendor lock-in

Book My Genesys Assessment

Is Your Genesys Cloud Environment Operating at Peak Performance?

Uncover hidden operational risks, routing inefficiencies, reporting blind spots, governance gaps, and support challenges before they impact customer experience.
  • No vendor lock-in
  • Delivered in 2–3 weeks
  • Genesys CX Subject Matter Experts
  • Remediation Estimate

5,000+

Agents Supported

200+

Environments Assessed

99%

Client Satisfaction

Sound Familiar?

Long wait times despite adequate staffing
Queues are backed up but headcount looks fine on paper. Routing inefficiencies are the hidden culprit.
Reporting lacks actionable insights
Dashboards show numbers, not answers. Leaders can’t make confident decisions without clearer operational visibility.
Routing logic has become overly complex
Years of accumulated workarounds have made flows brittle and nearly impossible to modify without risk.
Genesys support response times are frustrating
Critical issues sit open for days. Your team is left troubleshooting complex platform problems alone.
Internal teams are overloaded
Administrators are stretched across BAU, projects, and firefighting — with no capacity for optimization.
IVR experiences create customer frustration
Callers abandon mid-menu, routes lead nowhere, and self-service containment is below benchmark.
Nobody owns platform optimization
The platform runs, but nobody has the bandwidth to proactively improve performance or governance. Are we properly utilizing all the features of our Genesys platform and license tier?
Bot Performance Unclear
You’ve invested in AI capabilities but have no picture of containment, accuracy, or escalation effectiveness.

What We Assess

Core Operational Configuration
    • Configuration Health
    • Routing Efficiency
    • Queue Configurations
    • Queue overflow and backup
      routing
    • Operating Schedules and
      Emergency Routing
Governance & Compliance
    • Retention Policies
    • Recording Policies
    • Permissions Structure
Reliability & Resilience
    • Error Handling
    • Inoperable/Unreachable Logic
    • Abandon Rates
Integrations & Extensibility
    • API Exceptions for Integrations
Monitoring & Optimization
    • Reporting
Implementation Standards
    • License Tier Feature Implementations
    • Environment Best Practices
    • Hardcoded Values

Why Organizations Choose Mediu?

Specialized Genesys Expertise

We are NOT a generalist MSP. Our team works exclusively within the Genesys ecosystem. We know the platform’s operational edge cases and
optimization levers that generalist consultants don’t.

Faster Support Response

Direct access to experienced Genesys engineers — not a tier-1 helpdesk. Issues escalate to resolution faster.

Operational Excellence Focus

We don’t just keep the lights on. Proactive optimization and continuous improvement built into every engagement.

Deep CX Experience

We understand contact center operations, not just technology. Recommendations account for agent experience and customer journey outcomes.

Flexible Engagement Models

From targeted remediation projects to full managed services — our structures adapt to your maturity, team capacity, and budget.

Managed Services Capability

Full operational responsibility for your Genesys environment — monitoring, administration, support, optimization, and governance.

Specialized Genesys Expertise

We are NOT a generalist MSP. Our team works exclusively within the Genesys ecosystem. We know the platform’s operational edge cases and optimization levers that generalist consultants don’t.

Faster Support Response

Direct access to experienced Genesys engineers — not a tier-1 helpdesk. Issues escalate to resolution faster.

Operational Excellence Focus

We don’t just keep the lights on. Proactive optimization and continuous improvement built into every engagement.

Deep CX Experience

We understand contact center
operations, not just technology. Recommendations account for agent experience and customer journey outcomes.

Flexible Engagement Models

From targeted remediation projects to full managed services — our structures adapt to your maturity, team capacity, and budget.

Managed Services Capability

Full operational responsibility for your Genesys environment — monitoring, administration, support, optimization, and governance.

Is This Assessment Right for Your Organization?

  • Existing Genesys Cloud customers seeking operational confidence
  • Active Genesys Cloud migration projects
  • Persistent reporting challenges limiting data-driven decisions
  • Limited or inadequate platform support coverage
  • 100+ contact center agents across one or multiple sites​
  • Internal teams constrained by capacity or expertise gaps​
  • Operational inefficiencies impacting SLAs and customer experience​
  • Leadership seeking an independent operational perspective​

Is This Assessment Right for Your Organization?

  • Existing Genesys Cloud customers seeking operational confidence
  • Active migration to Genesys Cloud migration projects
  • Persistent reporting challenges limiting data-driven decisions
  • Limited or inadequate platform support coverage
  • 100+ contact center agents across one or multiple sites
  • Internal teams constrained by capacity or expertise gaps
  • Operational inefficiencies impacting SLAs and customer experience
  • Leadership seeking an independent operational perspective

How It Works

A clear, low-friction process from initial request to findings delivery — typically completed within 2–3 weeks.
STEP 01
Assessment Request

Submit the form with environment and challenge details.

5 min

STEP 02
Discovery Call

45‑min call with a senior Genesys specialist.

45 min

STEP 03
Environment Review

Structured technical review.

1–2 weeks

STEP 04
Findings Presentation

Present findings to your team.

60 min

STEP 05
Managed Services Discussion

Optional conversation about ongoing operational support and Mediu Professional Services.

Optional

Frequently Asked Questions

Is this assessment really complimentary?

Yes. The Genesys CX Environment Assessment is provided at no cost as a structured engagement to help organizations understand their operational posture. There is no obligation following the findings review.

How long does the assessment take from start to finish?

The full process — from discovery call to findings presentation — is typically completed within two to three weeks, depending on environment complexity and scheduling.

Do we need to provide system credentials or admin access?

We request read-only access to relevant areas of your Genesys Cloud environment. We do not require administrative credentials, and all access arrangements are agreed upon before any review begins.

We already have Genesys support. Why would we need this?

Genesys support addresses incidents — it does not include proactive operational reviews, routing optimization, or governance assessments. Many organizations with active Genesys support still carry significant operational risk.

What happens after the findings are presented?

There is no pressure to proceed further. If the findings suggest ongoing support would be beneficial, we’ll have a separate optional conversation.

Can Mediu help with remediation after the assessment?

Yes. Mediu offers professional services, optimization engagements, and managed services. All post-assessment engagements are scoped and priced separately.

Who actually conducts the assessment?

Senior Genesys Cloud specialists with direct platform experience — not junior analysts or offshore teams. You will be introduced to your assessment lead during the discovery call.

Discover What's Holding Back Your Genesys Environment

Get an expert operational review and uncover opportunities to improve performance, visibility, and support.

Request Your Assessment