Genesys IVR Enhancement

A national mental health support service modernised its contact centre experience through a redesigned Genesys Cloud IVR integrated with Salesforce CTI. The enhancement supported adult and under-16 caller journeys, improved routing and participant information capture, and provided counsellors with relevant context before engagement.

The service needed to improve routing and participant experience while safely capturing optional information, protecting existing critical support pathways and maintaining reliable reporting. Because the service supported vulnerable customers, changes required rigorous business, clinical, technical and production validation.

As the primary Business Analyst, I worked across the mental health service partner, internal operational and clinical stakeholders, technology teams and Genesys specialists through discovery, requirements, design validation, UAT, production validation, deployment readiness and hypercare.

I used an end-to-end business analysis and operational readiness approach, validating each enhancement against participant journeys, clinical requirements, routing rules, Salesforce CTI behaviour, reporting requirements and production readiness before deployment.

1. 1

   Facilitated cross-functional discovery and requirements workshops

2. 2

   Developed and refined requirements, user stories and acceptance criteria

3. 3

   Mapped adult and under-16 caller journeys

4. 4

   Validated routing and participant information capture requirements

5. 5

   Coordinated UAT and production validation

6. 6

   Validated Salesforce CTI integration

7. 7

   Managed defect triage and stakeholder communications

8. 8

   Prepared go-live run sheets and hypercare activities

9. 9

   Supported CAB and release readiness

10. 10

    Completed production smoke testing

11. 11

    Supported post-release hypercare and continuous improvement

Delivering technology into a mental health environment reinforced that successful transformation extends beyond software implementation. Strong requirements, clinical and operational validation, disciplined testing, stakeholder engagement and production readiness are essential when changes affect vulnerable customers and frontline clinicians.