Due to the nature of contact center solutions, Software Engineers spend a lot of time repeating manual PureEngage 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.
Complex Changes Made Simple
InProd is a configuration management solution specifically designed for the contact center industry to reduce the risks and costs associated with managing large Genesys powered contact centers
What is InProd?
InProd moves beyond just configuration auditing, it takes the headache out of managing multiple complex Genesys environments and makes PureEngage configuration easy. Our application enables the reuse of previous changes and drastically speeds up promoting changes from development to staging and into production.
Key Benefits
Speed To Market
Rapidly move from design to deployment with DevOps tools
Reduce Outages
Higher quality deployments drive a reduction in production outages
Faster Recovery
Speed up service recovery in the event of an outage
License Reporting
Ensure your product usage matches up with your entitlement
If Auditing is Knowledge ...
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
Change Management is Control
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 ease 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
Manual Changes are Risky
“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