Contact center engineering · Remote, nationwide
Next Ring Voice moves 50–300-seat contact centers off Avaya, Cisco, and Genesys Engage onto Genesys Cloud CX, and builds AI voice agents on Retell that book, route, and write the record — around your real calls, not a template with your logo on it.
No pitch on the first call. We ask how your phone actually works today, and you decide what happens next.
Hi — I need to move Thursday's install. Our site won't be ready until next week.
I can do that. I see the Thursday 9:00 install at 1400 Industrial Drive. I have Monday at 8:00 or Tuesday at 1:00 — which works?
Monday. And can someone call me about the crane permit? That's not something I want to sort out with a machine.
Understood. Monday 8:00 is confirmed. I'm flagging the permit question for Dana on your account — she'll call you before 10 tomorrow. Anything else?
Why this matters
Neither one shows up on a dashboard. Both show up as a customer who called someone else.
On cutover day
Twelve years of Avaya vectors, Cisco scripts, or Engage strategies do not map one-to-one to Genesys Cloud Architect. A queue gets rebuilt without its callback behavior. A business unit in Workforce Management gets created with the wrong week start, and the remedy is not "edit it" — it is "build a new one." Some of these settings are permanent.
Some settings cannot be undone after go-live.At 8pm on a Saturday
Walk through what happens when someone calls your main number at 2pm on a Tuesday. Now what happens at 8pm on a Saturday? Most teams we talk to don't know how many of those calls never come back. The honest comparison isn't a voice agent versus your best employee. It's a voice agent versus voicemail.
Every missed call is a customer deciding to call someone else.Two offers
Most clients need one of these. Some need both, and they fit together on purpose.
01 · Next Ring Migration
A 50–300-seat migration is not a days-long build, and we won't tell you it is. It's an inventory of everything your current platform does, a Genesys Cloud design that does the same or better, a cutover plan with a named rollback, and a person on the line the first week.
We'll tell you what won't carry over. Every platform has features Genesys Cloud does differently, and a few it doesn't do yet. Those go in the assessment in plain language, with the workaround or the honest "not yet," so the surprise happens in a document instead of on cutover day.
02 · AI voice agents and call flows
We don't hand you a template with your logo on it. We map how your calls actually go — the top three reasons people call, and the one thing you'd never let anything automated handle — then build the agent around that. You hear it answer your calls before you commit to anything.
Days, not quarters. Nothing here is a software build — the platform exists. We configure, connect, and tune it. What we need from you is about an hour.
The agent answers the top call reasons on its own and warm-transfers everything else into the right Genesys Cloud queue over SIP, with the transcript attached — so your supervisors see one interaction, not two. Same discovery call. Same never-automate line. One cutover plan.
How we work
Migration or voice agent, the shape is identical. What we listen for and what we build are never generic.
How the phone works today, who picks up, what happens when nobody does, and what happens to the information after the call ends.
You: 20 minutesA written inventory: call reasons and the never-automate line, or every queue, skill, and integration the old platform runs. Then a real range — not a guess.
You: review one documentThe demo agent you can call, or the Genesys Cloud org configured to the design — flows, routing, WFM, QM — in a sandbox before anything touches production.
You: try to break itCRM, calendar, carrier, and data actions wired in. For migrations, a dated runbook with a rollback point and a person on the line through the first week.
You: name the dateReal transcripts scored and reviewed; fixes shipped the same week. Supervisors trained on the judgment calls, not just the buttons.
You: a weekly reportWho it's for
Industry experience is a proxy for knowing your calls. We'd rather learn your calls. These are the shapes it usually takes.
50–300 seats on Avaya, Cisco, or Genesys Engage, with a renewal, an end-of-support date, or a hardware refresh coming. You want Genesys Cloud, and you want the person who has run it, not a project manager reading the vendor's slides.
Signal: "We've been quoted six months and nobody can tell us what won't carry over."
The front desk does three jobs. Calls after 5pm go to voicemail, a cell phone, or an answering service that takes a message. You already know the calls are worth paying for — the question is what you get for it.
Signal: "Does yours book into the calendar and write to the CRM, or does it take a message?"
A resident calling about a permit at 6pm should get an answer, not a voicemail. We build the line with governance first: every request logged, records retained to your policy, and a never-automate line the council can read as a written policy.
Signal: "Every call answered, every request logged, nothing lost."
We say what breaks
Verified against the Genesys Cloud Resource Center. This is the kind of thing a migration partner should say out loud, so here it is out loud.
If an agent clicks End Callback before placing the call, Genesys Cloud cancels the callback. A customer asked to be called back, waited, and that request is now gone — and no queue metric will show a missed call. We train the workflow around that button before anyone touches it.
Three ways to be present on a live call, and they are not interchangeable. Choosing the wrong one in a tense moment is visible to the customer and cannot be undone. Supervisors get the judgment call, not just the permission string.
Get a foundational setting wrong in a WFM business unit and the remedy is not "edit it" — it's "create a new business unit and configure it to match." That is a migration, not a fix. We configure these with you, in writing, before the first forecast runs.
The same candor applies to the voice agent. The honest comparison isn't a voice agent versus your best employee — it's a voice agent versus voicemail at 8pm. Anything past the line you draw gets a human in seconds.
About
Next Ring Voice is a veteran-owned firm founded by Mark Cains. Years on the inside of enterprise contact center platforms, the supervisor's chair, and the vendor documentation — so you don't have to read it. Ask a lot of questions. Write short sentences. Say which button is permanent before anyone presses it.
We don't sell. We ask, we build you something you can call, and we hand you the phone number. Delivered remotely, nationwide.
Genesys Cloud CX · Retell AI · Avaya, Cisco, and Genesys Engage migrations · Veteran-owned · Remote delivery, nationwide
Questions we get on the first call
Honestly, we can't answer that yet without guessing, and we'd rather not guess. Pricing before scoping is how you end up underwater on a build.
Give us fifteen minutes of questions and you'll have a real range at the end of the call. For a migration, the range comes with the readiness assessment, so you can see what it's based on.
Longer than a voice agent, and anyone who says "days" for a 200-seat Avaya cutover is selling. The timeline depends on how many queues and integrations the old platform runs, what your carrier situation is, and how much of it you want moved versus retired.
The assessment gives you a dated plan with a named cutover weekend and a rollback point. You'll know the shape of it before you commit.
Some of them would, which is why the never-automate question matters: anything you tell us is off limits gets a human in seconds, with the context carried over.
And the honest comparison isn't a voice agent versus your best employee. It's a voice agent versus voicemail at 8pm. Let's let you judge it — we'll build one and you call it.
Then you've already decided this work is worth paying for — the question is just what you get for it. Does yours book directly into your calendar and write the result into your CRM, or does it take a message?
If you're on Genesys Cloud already, the agent can sit in front of your queues and warm-transfer into them. Your supervisors see one interaction.
For a voice agent: it's days, not quarters, and the work is mostly on our side. What we need from you is about an hour.
For a migration: it is a project, and we won't dress it up. What you get is a scoped plan with a named cutover, written before the weekend instead of during it.
Yes. State and local government and education are a focus. The build starts with governance: records retention set to your policy, an audit trail on every interaction, and the never-automate line written as a policy your council or board can read.
Next Ring Voice is veteran-owned. Ask us about procurement paperwork on the call.
We'll send a one-pager, but honestly the document isn't the convincing part — hearing it is. Give us until next week and you'll have something you can actually call.
Book a call
Here's what we'd like to do with the time, and it's probably not what you expect. We mostly want to understand how the phone actually works in your business right now. Four questions do most of the work:
If it sounds like we can help, you'll leave with a date on the calendar: a demo agent you can call, or a readiness assessment for your migration. If not, you'll leave with a clearer picture of your own phone system, which is worth twenty minutes on its own.
Choose a 20-minute slot. You'll get a calendar invite and a short note about what to have handy (nothing to prepare).
Open the calendar