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.
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.
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.
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.