Genesys Configuration: Make it Easier to Manage

Genesys products have been developed and fine-tuned for years to deliver across a myriad of business requirements.  They are generally considered to be complex and costly to manage. Genesys.....Scared to Make Changes? Many organizations would like to make changes to such functions as call routing, skill groups or CTI, but are reluctant to because of [...]

July 6th, 2015|Genesys, Transition|

Genesys Change Manament: If only I could easily bulk IMPORT information

Genesys Change Management - Help! You didn’t ask for this headache. Sales and Marketing have apparently been doing their job, because 15 new GVP platform provisioning requests just landed in your in box. FIFTEEN! A good problem to have, to be sure, but it would have been nice if you had been told about it [...]

February 12th, 2015|Genesys|

Eemaan Export: If only I could EXPORT my settings out of Genesys

It wasn’t supposed to be THIS complicated. A few simple changes to routing and  configuration. Testing in the lab would be easy, the changes would work like a champ, and the production maintenance window would go off without a hitch. No impact to ops, and you look like a hero. Things are not always that [...]

February 12th, 2015|Genesys|

Genesys Change Management: If I could only track and AUDIT changes

It’s Monday morning, 7:45 a.m. and the contact center is 15 minutes from opening. Your desk phone, mobile, and email simultaneously light up with panicked reports that agents aren’t able to log in. Something changed since Friday night, something bad, and you've no idea where to start, let alone how to fix it. Genesys Change [...]

February 12th, 2015|Genesys|

Contact Center Transition: 7 Tips To Help You Succeed.

Every Contact Center is in in a state of Transition  Right now you could be trying to maintain legacy systems, manage minor upgrades, switch to new solutions, wondering how to innovate – or attempting many of these at once! The pressure from customers, stakeholders and technology vendors can be relentless. But here’s some great news if [...]

September 24th, 2014|Genesys|

Genesys Challenges: Which Of These 5 Apply To You?

Every time a new Genesys product emerges, there's a hungry audience waiting to serve it up to end-users with an insatiable appetite for richer interactions. But, inevitably, Genesys challenges are becoming more complex. It's becoming harder to capitalize on the value of what you have already, never mind the tempting new features in the next release. [...]

September 19th, 2014|Genesys|

The Genesys Blacklist

I really like Netflix here in the US because it gives me the chance to “binge watch” entire seasons of television shows that I might have missed for one reason or another. I recently spent a couple of weekends getting caught up on The Blacklist, an action drama detailing what amounts to a vast, complicated [...]

September 19th, 2014|Genesys|

Genesys 7 to 8 Upgrade Dilemma

With the arrival of Genesys 8, it may be the time to decide whether to invest in the Genesys 7 to 8 upgrade. For many organizations this decision is not straightforward. Understanding which features of the new version actually apply to your business can be tricky. Maintenance Still Eats Up Budgets Latest research from IDC shows [...]

March 13th, 2014|Genesys|

Genesys Support for Development Projects

Are you facing challenges with any aspect of Genesys support or development? If your initial implementation was by a large carrier or large global systems integrator you may want to optimize what you have or get the absolute most from your deployment? Maybe then it's time to look for an independent, but contact center specific [...]

May 8th, 2013|Genesys|