Contact Center as a Service

Research & Engineering at Noralogix

At Noralogix, we dedicate significant research and engineering efforts to multiple cloud contact center platforms. Our primary focus includes:

• AWS Connect
• Twilio
• Zoom
• Genesys Cloud

From an integration standpoint and enhancing functionality, cloud contact center platforms have become fantastic in terms of development, deployment, and documentation.

Customer-Oriented Approach

As a customer-oriented company, we place significant importance on:

• Documentation: Ensuring clear and accessible guidance for seamless integration and troubleshooting.
• Development: Building reliable, scalable, and innovative solutions.
• Deployment: Implementing efficient DevOps practices for smooth and automated rollouts.

Documentation & Community Support

The internet is filled with extensive resources on how to achieve various tasks in these platforms. Additionally, active communities allow for knowledge sharing and support.

For Genesys Cloud, there are two main community forums:

• Technical API Questions: Genesys Developer Forum – Ideal for deep technical discussions and direct interactions with Genesys experts.
• Business-Oriented Forum: Genesys Community – A broader forum for business discussions, industry trends, and best practices.

At Noralogix, having an active community of both engineers and business professionals is crucial for continuous improvement and innovation.

Development & API Integration

Genesys Cloud provides well-structured API documentation with excellent navigation. The platform also offers:

• API Explorer: Genesys API Explorer – A tool to test APIs directly in the browser for quick prototyping.
• Our development team heavily utilizes Postman for API testing and integration validation.

Open-Source Contributions

We actively contribute to the development community. Our open-source C# packages are available on NuGet:

• Noralogix NuGet Packages

When Genesys Cloud clients face issues or limitations, we step in to implement solutions without restrictions—leveraging the full potential of cloud technology.

Cloud Integration & Best Practices

With CCaaS, integrating different cloud services is seamless. We work with:

• Azure
• AWS
• Google Cloud

Some examples of cloud services we use:

• AWS Services: EventBridge, Kinesis, S3
• Azure Services: Azure SQL, Azure Functions, Azure Storage, Azure Container Applications
• Google Cloud Services: Google Cloud Storage, BigQuery
• Hybrid Solutions: Virtual Machines (VMs) and On-Prem Services when needed

We collaborate with clients to implement best cloud practices and drive innovation.

Deployment & DevOps

A major advantage of modern CCaaS platforms is automated deployment. At Noralogix, we use:

• Azure DevOps with Terraform for automated infrastructure deployment
• Source Control for tracking and managing changes
• Multiple Environments: Development, Testing, and Production

By following DevOps best practices, we ensure smooth, scalable, and reliable deployments across various cloud environments.

At Noralogix, we continue pushing the boundaries of cloud contact center solutions, ensuring seamless integrations, efficient deployments, and robust community engagement.