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 the deployment. A contact center outage is a big risk for any business, so we need to know how to avoid them.
The IT Process Institute’s Visible Ops Handbook reports that “80% of unplanned outages are due to ill-planned changes made by administrators (“operations staff”) or developers.” (Visible Ops). Getting to the bottom of the matter, the Enterprise Management Association reports that 60% of availability and performance errors are the result of misconfigurations. The little changes that are implemented to the environment and system configuration parameters all the time.
Change Management With Complex Systems
A recent Gartner study projected that “Through 2015, 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.” (Ronni J. Colville and George Spafford Configuration Management for Virtual and Cloud Infrastructures)
The fastest way to improve the stability within your Genesys platform is to remove the manual deployment within your production environment. Leveraging this strategy will also ensure process is consistently and correctly followed. This will prevent your team from deploying poorly planned changes into production, saving you from downtime.
The real cost of human error
Manual configuration errors can cost companies up to $72,000 per hour in Web application downtime. While application maintenance costs are increasing at a rate of 20% annually, 35% of those polled said at least one-quarter of their downtime was caused by configuration errors. (How much will you spend on application downtime this year?) –
Of course, the trick is to remove these manual processes without slowing down your current change management strategies. That is where InProd simplifies these complex processes with automated change control management, auditing, and reversals for Genesys PureEngage. Our change configuration solution is quick to deploy and provides quick ROI through automating your DevOps team’s change control processes. Avoid a potential contact center outage by getting in contact with our team to get started today.