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Let's Talk Customer Experience

GSN works together with Business and Technology to deliver real benefits to the business.

Cloud for the Enterprise:
Our team of experts across the business, technology and call centre industries are leading the field in Cloud Contact Centre best practice. We have the practical experience and expertise to bring business and technology together to solve complex problems quickly and simply.

24 x 7 technical support:
Access continuous, high-quality end-to-end technical support without the cost of employing your own experts. Our certified technical engineers support you 24 x 7, backed by Service Level guarantees and Return to Operations targets.

Business and Operational support:
Feel supported each step of the way.  GSN provides you with an allocated Service Delivery Manager, monthly reports and extra support for your engineers and support staff.  You have the benefits of a full suite of capabilities, platform management and upgrades, without the hassle of ownership. Move your IT team away from time-heavy IT management and integration, and speed up the delivery of services in a flexible and cost-effective manner.  In addition, take advantage of our improvement review programs, further driving operational agility and lower operational costs.

The latest IT, contact centre and training solutions:
Access guidance and training through the CX lifecycle, assisting with change management, training and education, goal setting, implementation and support to drive the best outcomes for your business.

Operational Improvement Review:
The GSN Operational Improvement Reviews are a formal mechanism for taking an objective view of both customer and GSN operations in order to examine key areas of success, as well as opportunities for improvement. Our approach is to ensure that customers do get the best from their investments, to achieve the functional requirements as designed and not to over-reach financially for under-exploited capabilities.

A Dedicated Operational Optimisation Consultant:
We provide you with a dedicated consultant to maintain the focus on:

  • Customer experience analysis & design
  • Contact Centre productivity analysis and improvement
  • Process design and improvement
  • Learning & development
  • Building high performance cultures
  • NPS & building customer centric cultures
  • Technology & integration

Future-proof your success by accessing the latest technology and experts.

Proactive Platform Management:
Incorporating both automated and human monitoring, alarming and management of the GSN Cloud Contact Centre platform.

Continual Platform Upgrades
Hardware and software is upgraded on a continuous basis, to ensure that your contact centre technology is always current. We thoroughly test all new hardware and software released for general availability for twelve months in our lab environment with a selected rollout to customers, on a needs basis.

Full Project Management and Change Management:
Processes are followed for upgrades and include extensive testing and release management processes to minimise risk. Communication to each customer about benefits and impacts as well as the migration process occurs well in advance (up to 6 months) of changes and feedback from customers is requested.

Technical Support
GSN Technical Support provides the essential incident management processes required, to ensure effective solution operation by following the ITIL standard. ITIL alignedT processes including service desk, incident management, problem management, change management, service request, event management, configuration management and release management.

Operational Support:
GSN Operational Support provides support services to operational end users. Unlike traditional service desk functions this service is not aimed at incidents and faults but is designed to provide operational users such as System Administrators, Dialler Managers, Team Leaders, Quality Managers and provisioning staff with:

  • Assistance, know-how and best practices in configuration, provisioning and administrative use of the GSN Cloud Contact Centre.
  • Specific knowledge and best practices in utilising tools with large non-agent user interfaces such as Workforce Management, Outbound Dialler, Speech Analytics and Queue Callback.
  • An ability to identify knowledge gaps within operational users for training opportunities.

Integrated change control
Provides for an optimised operational process that integrates GSN and customer change control processes.


Service Delivery Management:
Designed to augment both the core Cloud Contact Centre service and the ancillary partnership services. Service Delivery Management includes accountability for internal management and escalation of incidents and problems as well overall management and accountability for all partnership services.

Developer support:

GSN Developer Support provides support services to engineering and development end users and is designed to provide technical and development users and provisioning staff with:

  • Assistance and support for custom developments utilising Genesys or GSN APIs
  • Assistance and support for custom integrations
We work with all stakeholders in your business to deliver real value.
Let's talk!