Architecture Lab · For Solution Architects
Reference Architecture
The five layers behind every Synexa build, and where each one shows up in delivered work.
Layers · Top to Bottom Follows the Data
L1
Customer Channels
Every interaction enters through one door, whatever the channel.
- Voice
- Chat
- SMS
- Social
- Web
L2
Genesys Cloud CX
Architect IVR flows and ACD routing put each customer in front of the right skill.
- ACD
- IVR
- Routing
- Architect
- Queues
- DNIS
L3
AI & Bots
Bots contain routine intent and hand off to agents with full context.
- Bot Flows
- NLU
- Sentiment
- Handoff
- Knowledge
- Workflows
L4
Integrations
Data Actions and webhooks keep CRM and ticketing in sync in real time.
- Salesforce
- ServiceNow
- REST APIs
- Data Actions
- Webhooks
- Lambda
L5
Analytics & Reporting
Live dashboards, forecasting and quality scoring close the loop.
- Real-time
- Dashboards
- WFM
- Quality
- Speech
- KPIs
Flow Sequence
Inbound Interaction Path
01L1
Contact arrives
Voice, chat, email, SMS or social enters Genesys Cloud CX.
02L2 · L3
IVR / bot triage
Architect flow or Bot Flow identifies intent and customer.
03L4
Data lookup
Data Actions fetch the CRM record for context and screen pop.
04L2
ACD routing
Skills, language and priority select the right queue and agent.
05L4
Resolution + sync
Outcome writes back to CRM and ticketing via APIs and webhooks.
06L5
Insight
Analytics, WFM and quality scoring feed the next forecast.
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