InProd for Genesys
Comprehensive guides and documentation for InProd — a configuration management and DevOps solution for Genesys Cloud & Genesys Engage contact centers.
What is InProd?
InProd is a specialized configuration management and DevOps platform designed specifically for Genesys contact centers. It enables organizations to efficiently manage their Genesys configuration across multiple environments while maintaining consistency and reducing deployment risks.
Change Automation
InProd has powerful change automation features that can be tailored to organisation-specific goals. Some examples include:
- Agent onboarding — when a new agent is created, InProd can perform additional actions to complete the onboarding process.
- Environment syncing — automatically sync specific changes from production into a Lab environment, adjusting for environment differences.
- External API triggers — trigger external API calls when specific changes are performed, such as CX unit testing via PumpCX or Cyara.
- Change prevention — detect and automatically revert undesired changes before they cause issues.
Why Auditing Matters
During a service outage, approximately 80% of mean time to restore is spent identifying what changed. Configuration auditing addresses this by providing immediate access to change data, significantly reducing downtime and the risk of human error.
Without auditing, organizations lack visibility into who is making changes — often only becoming aware when issues arise. Auditing also ensures change control processes are properly followed, leading to more reliable deployments.
Key Benefits
- Maintain the ideal state of non-production environments
- Reduce mean time to repair during service interruptions
- Gain visibility into change control compliance
Auditing Features
- Complete Genesys config change history with object comparison across environments
- Revert changes to specific revisions, or cherry-pick individual parameters
- Fast bulk revert to restore environments efficiently
- Searchable audit log for quick visibility into changes
- Comprehensive audit reporting for compliance and analysis