InProd moves beyond just configuration auditing, it takes the headache out of managing multiple complex Genesys environments. InProd solves the issues faced by large Genesys powered contact centres which utilise multiple environments.
Reduces the risks of getting configuration changes into production
Speeds up service recovery in the event of an outage
Reduces the costs and complexity of performing configuration changes
Provides detailed and accessible knowledge of any changes made in any environment
A critical component to be able to restore a service interruption is having the knowledge of what changes were performed within that Genesys environment. Support teams immediately know where to start their investigation, which drastically speeds up recovery time.
“80% of Mean Time To Repair (MTTR) is spent determining what changed”
- Source: Visible Ops Handbook
With the use of InProd’s ‘Change Sets’ real change management for Genesys contact centres becomes possible. Packaging up changes and confidently moving them from Development to Production Replica then into Production. Managing the deployment process and roll back with easy and eradicate unnecessary costs and downtime caused by poor planning and human error.
“80% of outages impacting mission critical services will be caused by people and process issues, and more than 50% of those outages will be caused by change/configuration/release integration and hand-off issues "
- Source: Gartner 2014
Due to the nature of contact center solutions, Software engineers spend a lot amount of time repeating manual configuration entries. This is expensive and greatly increases the risk of human error. By rolling changes into a ‘Change Set’ changes can be repeated with confidence.
“Mistakes made by people account for 30% of all failures, which shows avoidable human error causes almost one-third of all incidents that are still potentially avoidable”
- Source: Dimension Data 2014