Understand
Map the customer journeys, channels, service model, volumes and future customer engagement priorities.
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Cloud contact centre · CCaaS
Cloud contact centres built around your operation
From specialist service teams to large BPOs and regulated banks — Geomant designs and delivers cloud contact centres around your customer journeys, channels, integrations and operational complexity.
We deliver CCaaS on Microsoft Azure with Graia and on Amazon Web Services with Genesys Cloud. Both platforms can serve focused teams and large enterprises — the choice is driven by flexibility, commercial model, ecosystem and platform maturity.
2
CCaaS platforms delivered
Azure + AWS
Two mature cloud foundations
Leader
Genesys — Gartner MQ 2025
End-to-end
Platform, integration & operate
The customer problem
Moving the contact centre to cloud is not just a software decision
Most CCaaS platforms promise omnichannel service, AI and analytics. The real challenge is deciding what the customer operation needs, how complex the architecture should be and how the cloud platform will work with the rest of the enterprise.
Every operation has different complexity
A focused customer service team and a multi-country regulated enterprise should not automatically be forced into the same platform, architecture or operating model.
Feature lists hide the real requirements
Omnichannel, AI and reporting sound similar in presentations — but routing depth, workflow flexibility, governance, integration and operational control can differ significantly.
Cloud does not remove integration complexity
CRM, telephony, identity, knowledge, business applications, data and reporting still need to work around the customer interaction.
The platform can become the constraint
When customer journeys or service models change quickly, the organisation needs a CCaaS architecture that can adapt without turning every change into a long transformation project.
The Geomant approach
Start with the operation. Then select the platform.
We approach CCaaS as a customer operation and architecture decision, not a licence selection exercise. We map journeys, channels, volumes, operating model and integration landscape before defining the cloud contact centre architecture.
Assess
Evaluate operational complexity, integrations, telephony, data, governance and regulatory requirements.
Select
Choose the CCaaS platform and cloud architecture that best fit the operation and transformation objectives.
Integrate
Connect voice, digital channels, CRM, AI, business systems, analytics and supporting technologies.
Operate
Support the environment, optimise customer journeys and add new capabilities as the organisation evolves.
Platform fit
Two cloud platforms. Two different ways to fit the operation.
Both Graia and Genesys Cloud can support small, focused customer operations through to large enterprises. The difference is the product and commercial model — flexibility and direct product influence versus the breadth, maturity and global adoption of an established CCaaS leader.
Graia CCaaS
Cloud foundation: Microsoft Azure
Maximum flexibility in product, delivery and commercial scope.
A modern omnichannel CCaaS where Geomant has direct access to the product and engineering organisation. Greater freedom to influence product priorities, adapt workflows and integrations, and shape the solution scope around your requirements, budget and roadmap.
- Direct influence over product direction and customer-specific priorities
- Adapt workflows, integrations and scope around the operation
- Commercial flexibility around budget and roadmap
- Direct access to Geomant and Graia product, engineering and delivery
Genesys Cloud CX
Cloud foundation: Amazon Web Services
A proven global CCaaS leader with mature platform breadth and ecosystem.
Premium global platform with a broad standard capability set, mature cloud operating model and extensive integration ecosystem. Genesys is a Leader in the 2025 Gartner Magic Quadrant for CCaaS for the 11th consecutive year. Geomant is a Genesys Cloud reseller and delivery partner.
- Globally proven — used by more than 7,000 organisations worldwide
- Broad standard capability and mature ecosystem across industries
- Enterprise platform governance, scalability and continuous cloud delivery
- Premium commercial model for organisations valuing established maturity
The choice depends on required flexibility, direct product influence, commercial priorities, ecosystem and platform maturity. Geomant can help assess the best fit.
Core capabilities
A cloud contact centre designed around the whole customer interaction
Omnichannel routing
Voice, digital and callback journeys designed around the customer, not the channel silo.
Agent & supervisor experience
Connected interaction workspace with operational visibility, monitoring and analytics appropriate to the service model.
Enterprise integration
Connect the contact centre to CRM, ERP, identity, knowledge, telephony and the business systems that resolve real customer requests.
Reporting & analytics
Real-time operations, historical reporting and integration with Power BI and enterprise analytics environments.
Inbound, outbound & callback
Support inbound service, callbacks and proactive outbound engagement across platform capabilities.
Security, governance & compliance
Enterprise-grade governance, recording and controls for regulated operations.
AI where it creates value
Voice AI, chatbots, agent assist and interaction intelligence — introduced selectively across the customer journey.
Video & visual engagement
From focused video widgets to broader video banking architectures integrated into the contact centre.
Who it fits
One CCaaS architecture should not be forced onto every operation
Focused specialist teams
Small, specialist customer service teams that need modern channels, routing and reporting without an enterprise-sized programme.
Growing mid-sized operations
Add omnichannel, CRM integration, advanced routing and selected automation as customer needs grow — without a large transformation.
Large-scale service & BPO
Scalable interaction handling, multiple customer environments, flexible workflows and fast adaptation to new service models.
Complex & regulated enterprises
Mature routing, governance, integration, recording and controls — including delivered Genesys Cloud work for organisations such as UniCredit.
How it works
From current operation to the right cloud contact centre
- 01
Discover
Understand the customer operation, volumes, channels, current technology and strategic priorities.
- 02
Design
Define the target customer journeys, routing, integrations, data flows and operating architecture.
- 03
Select
Choose the CCaaS platform and cloud foundation that fit flexibility, commercial priorities and enterprise requirements.
- 04
Integrate
Connect voice, digital, CRM, AI, recording and business systems around the customer journey.
- 05
Operate
Run, optimise and evolve the environment as the operation grows and priorities change.
Business outcomes
Move to cloud without losing control of the customer journey
Select the platform model that fits your operation
Unify customer interactions across channels
Add AI where it creates measurable value
Integrate customer interactions with enterprise systems
Scale from focused teams to enterprise operations
Work with one partner across platform and integration
Why Geomant
Platform expertise plus enterprise integration
Two platform options
Graia on Azure and Genesys Cloud on AWS — we pick the fit, not a default.
AI and CCaaS together
AI designed as part of the interaction architecture — not disconnected experiments.
Enterprise systems integration
Telephony, CRM, data, recording, AI, video and business systems, integrated around the journey.
Deep contact centre experience
We understand the technology customers migrate from, not only the cloud platform they migrate to.
Channels
- Voice
- Web chat
- Social
- Video
- Callback
- IVR
Platforms & standards
- Microsoft Azure
- Amazon Web Services
- Graia CCaaS
- Genesys Cloud CX
- Gartner Leader 2025
Integrates with
- CRM & ERP
- Identity
- Knowledge
- Telephony
- Compliance recording
- Power BI
- AI & analytics
Related capabilities
Everything that surrounds the customer interaction
Voice AI
Design the right combination of DTMF, speech recognition, NLU and conversational AI for voice self-service.
Explore Voice AIAgent Assist
Bring real-time knowledge and guidance into customer interactions while the employee remains in control.
Explore Agent AssistConversational Intelligence
Turn customer interaction data into structured insight about contact drivers, emerging issues and customer needs.
Explore Conversational IntelligenceAI Translation
Real-time translation across voice and chat — extend service coverage across languages.
Explore TranslationOn-Premises Contact Centre
Where cloud is not the right deployment model, explore Geomant's on-premises and hybrid contact centre capabilities.
Explore Contact ExpertCompliance Recording
Verint Financial Compliance across Teams and Cisco — Azure SaaS, on-prem or hybrid.
Explore Compliance RecordingReady to move?
Select and integrate the CCaaS platform that fits your operation
We don't force one CCaaS product model onto every customer. We select and integrate the platform that fits your operation, commercial priorities and long-term CX strategy.