From operational signal to confident action
How CXGuard works across your operation.
CXGuard connects operational visibility and intelligence with the controls to govern change, prove customer journeys, monitor live performance and recover from disruption.
Dashboard · Analytics · Risk · Alerts
See the complete operational picture
CXGuard brings configuration changes, test results, live performance, open risks and disaster recovery readiness into one shared view. Technical teams can investigate individual failures while leaders see whether releases are controlled, customer journeys are healthy and critical environments are recoverable.
Alerts can be delivered by email, SMS, WhatsApp, webhooks or your preferred channel, so the right people can respond without continuously watching a dashboard.
Analysis · Rules Engine · Data Collection · Correlation
Connect the signals behind every issue
The CXGuard Intelligence Layer brings together data from governance, testing, monitoring and disaster recovery. Configurable rules evaluate thresholds, validation failures and operational conditions, while correlation connects related events.
When a journey fails, teams can see whether it followed a configuration or routing change, a failed release test, a capacity issue or deteriorating voice quality—without piecing together separate tools and timelines.
Audit · Versioning · Comparison
Control change before it creates risk
CXGuard tracks configuration changes, records who changed what and preserves the versions needed to investigate or reverse an issue. Teams can compare Genesys organisations, identify configuration drift and promote selected objects between environments through a controlled release process.
CI/CD integration, environment synchronisation and detailed Genesys Architect flow compare and merge help teams move selected changes safely while maintaining a clear audit and compliance trail.
Journey · Load · Release · AI
Prove complete experiences before release
CXGuard tests complete customer journeys—not simply whether an endpoint responds. Automated tests place inbound and outbound calls, navigate IVRs, validate prompts and routing, interact with chatbots and AI, and verify web messaging, email, SMS, WhatsApp and other supported channels.
Functional, regression, release, load and performance testing can validate integrations, agent delivery and expected outcomes. Recordings, logs, timestamps, screenshots, voice-quality measurements and validation results show exactly where and why an experience failed.
Synthetic CX · Routing · Digital
Detect customer impact in production
Scheduled synthetic interactions continuously exercise important voice, IVR, chatbot and digital journeys. CXGuard checks that customers can connect, navigate, receive the correct response, reach the intended destination and complete the expected outcome—even before anyone reports a problem.
It also monitors queues, flows, trunks, agents, routing, interaction quality and digital performance. When a threshold is breached, CXGuard can trigger a synthetic verification test to distinguish an isolated metric change from a genuine customer-journey failure.
Backup · DR · Clone · Validate
Recover the operation—and verify the experience
CXGuard creates automated, versioned backups of critical configurations and restores selected objects after accidental deletion, an incorrect change or wider disruption. Teams can compare and synchronise environments, detect drift and keep disaster recovery organisations aligned with production.
Complete or partial Genesys organisations can be cloned for testing, migration or disaster recovery. After restoration, automated journey tests confirm that routing, prompts, integrations and customer outcomes work correctly again.
