Question 1

What is the Navaro Routing Platform?

Accepted Answer

The Navaro Routing Platform is an advanced CCaaS routing intelligence and operational control platform designed to sit alongside leading contact-centre providers such as Genesys Cloud, Genesys Engage, NICE CXone, Amazon Connect, Five9, Talkdesk, 8x8, and others.

Navaro does not replace your CCaaS platform. Instead, it provides:

• Advanced routing intelligence
 • Operational  parameter management (OPM)
 • Real-time and historical routing diagnostics
 • Cross-platform visibility and control
 • Safer, auditable routing changes in regulated environments

Question 2

What problem does Navaro solve in CCaaS environments?

Accepted Answer

Modern CCaaS platforms are powerful but often suffer from:

• Routing  logic spread across scripts, flows, queues, skills, and policies
 • Poor visibility into why a customer was routed a certain way
 • Risky production changes with limited auditability
 • Vendor-specific lock-in and inconsistent operational tooling
 • Limited cross-region and cross-platform insight

Navaro addresses these by acting as a routing intelligence layer and operational control plane above CCaaS platforms.

Question 3

Does Navaro replace Genesys Cloud or other CCaaS platforms?

Accepted Answer

No. Navaro is vendor-agnostic and non-intrusive.

It:

• Integrates  with CCaaS platforms via APIs, events, and configuration models
 • Enhances routing decisions and visibility
 • Provides governance, diagnostics, and simulation capabilities
 • Leaves the core CCaaS platform in control of execution

This makes Navaro suitable for regulated, risk-averse environments where stability is critical.

Question 4

Which CCaaS platforms are supported?

Accepted Answer

Navaro is designed to support multiple CCaaS vendors, including:

• Genesys  Cloud
 • Genesys  Engage
 • NICE  CXone
 • Amazon Connect
 • Five9
 • Talkdesk
 • 8x8

Support is delivered through a common abstraction layer, allowing consistent routing concepts even when vendors implement them differently.

Question 5

What is OPM (Operational Parameter Management)?

Accepted Answer

OPM is a core Navaro capability that allows routing behaviour to be controlled through structured, versioned parameters rather than hard-coded scripts.

Benefits include:

• Safer changes without redeploying flows
 • Clear ownership and approval paths
 • Audit trails and rollback
 • Environment-aware configuration (dev / test / prod)
 • Reduced reliance on vendor-specific scripting

Question 6

How does Navaro improve routing transparency?

Accepted Answer

Navaro provides:

• Routing  state visualisation
 • Decision  traceability (why a customer was routed)
 • Anomaly detection (unexpected waits, transfers, queue behaviour)
 • Conversation-level diagnostics
 • Queue and agent health views

This helps operations, architects, and risk teams understand what the platform is actually doing in production.

Question 7

Is Navaro suitable for regulated industries?

Accepted Answer

Yes. Navaro is explicitly designed for highly regulated environments, including:

• Financial  services
 • Fraud  operations
 • Government  contact centres
 • Healthcare and utilities

Key features include:

• Full  audit trails
 • Change  approval workflows
 • Environment isolation
 • Read-only and enforcement modes
 • Clear separation between design, approval, and execution

Question 8

Can Navaro work across regions and organisations?

Accepted Answer

Yes. Navaro supports:

• Multi-region  CCaaS deployments
 • Cross-organisation  visibility
 • Region-aware  routing intelligence
 • Operational overlays across tenants and business units

This is particularly valuable for large enterprises and shared-service models.

Question 9

Who is Navaro built for?

Accepted Answer

Navaro is designed for:

• Contact  centre architects
 • CCaaS  platform engineers
 • Operations and MI teams
 • Risk and governance teams
 • Transformation and modernisation programmes

It bridges the gap between technical routing logic and operational accountability.

Question 10

Is Navaro a product or a framework?

Accepted Answer

Navaro is both:

• A working platform with UI, APIs, and operational tooling
 • A routing intelligence framework that can evolve alongside your CCaaS      strategy

It can be adopted incrementally without disruptive migration.

Question 11

How do I get started with Navaro?

Accepted Answer

Engagement typically begins with:

1. Discovery  of current CCaaS routing and pain points
2. Read-only integration for visibility and diagnostics
3. Introduction of OPM and controlled routing changes
4. Gradual  expansion into optimisation and intelligence

This phased approach ensures zero disruption to live contact centres.

Question 12

Who developed the Navaro Routing Platform?

Accepted Answer

Navaro was developed by Craig Reading, a senior technologist with over three decades of enterprise IT experience, specialising in contact-centre architecture, routing platforms, and large-scale operational systems.

Craig has extensive hands-on experience with:

• Genesys  Cloud & Genesys Engage
 • Complex  routing and IVR design
 • Fraud  and regulated contact-centre environments
 • Enterprise  integration and platform governance

Navaro reflects real-world lessons learned from running, fixing, and governing CCaaS platforms at scale, not theoretical tooling.

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