Author name: Tim Morrissey

Poor contact center planning and misconfigurations Let’s face it, humans make costly mistakes and those mistakes come in many forms. It could be an engineer makes a typo when manually replicating changes from testing into production. It could also be a hand-over issue when the engineer who developed the change is not the person performing

We have all seen the painful cycle of the manually driven release process used in the customer experience industry. Changes get developed in a Dev environment and once stable are manually reproduced into a UAT environment for user testing. If all goes well, a change control process sees these changes documented and eventually the work

Anyone who has been involved with maintaining a Genesys on-premise environment is always looking for ways to expedite the change management process . Most enterprise software vendors often do not focus on streamlining the product life-cycle management. Furthermore, if you ask them, the answer will be ‘go cloud’, which is really just about giving more

Every day your team is making changes and working to improve your Genesys PureEngage environment. Always looking for improvements is crucial to giving your customers the best experience. But sometimes your development team makes changes you are unhappy with or that hurt the functionality of your contact center. This cycle is a danger to the

There are plenty of ways engineers can burn through project hours, so it’s crucial to make sure they are spending time on effective tasks and not drowning in tedious and low level manual changes to your contact center environment. Genesys PureEngage has plenty of great features, but one missing feature is easy management of changes.

One make or break factor in delivering a good customer experience is the ability for your team to analyze problems and deploy changes quickly. Furthermore, you should be able to audit and revert those changes with ease. Any Genesys PureEngage deployment is complex and implementing and auditing changes in the environment can be labor intensive,

Business users want an efficient and trouble-free way to make IVR changes. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want. IVRs need to be continually updated to help customers resolve their issues and make the customer experience as