InProd – Circle Consulting & Software

Managing and supporting large, multi-site and multi-environment Genesys Contact Centre solutions can be a challenge. The volume of manual configuration changes, frequent release and project cycles and the complexity of different environments mean a huge amount of engineering time is required. There is often no consistency in how changes are made, with multiple engineers working on the same systems.

Not only is this time consuming and complex, when there is a service impacting outage, a lot of time is spent trying to find out what caused the issue and where it occurred. InProd solves all of these problems. InProd moves beyond just configuration auditing. It takes the headache out of managing multiple complex Genesys environments. InProd solves the issues faced by large Genesys powered contact centres which utilise multiple environments.

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.

Change management is control

With the use of InProd’s “Change Sets” real change management for Genesys contact centres becomes possible. A Change Set allows changes to be packaged and confidently moved from development to a user acceptance test environment and then into production. Managing the deployment process and being able to easily roll back, eradicates unnecessary costs and downtime caused by poor planning and human error.

Manual changes are risky

Due to the nature of contact centre solutions, software engineers spend a lot amount of time repeating manual 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.

Powerful reporting

InProd has the ability to report on any configuration change within Genesys Configuration Server. Instead of offering static tables of grid data that is difficult to interpret, InProd provides interactive reporting that can be filtered down to individual changes or objects, then drill into further for specific change details.

Audit history

Powerful search capabilities to find any change in the Genesys configuration. With one click you can open all detail on an object that was changed and select multiple changes to perform bulk actions on, such as:

Adding changes to a change set
Reverting changes

Change details

When looking at a Genesys configuration change, how do you want to see it? By highlighting the changed parameters or highlighting the differences to the current state, or no highlighting at all. How about a comparison to another object which may be in a different Genesys environment? It’s possible with InProd.

Reverting Changes

Undo any recorded change to any configuration object within the Genesys Configuration Server. Clearly visualise the impact of reverting a change.

Revert only changed parameters, preserving other changes
Revert back to point in time, restoring the complete object state

Heres how InProd fundamentally changes the Change process and outcomes:

Import existing objects into a change set to clone the object
Import object changes into a change set to replicate updates to multiple objects
Manually create objects or changes for complete control
Verify changes are valid before executing them, meaning no missing or incorrect values
Enforce change management processes
Supports all configuration object types
Deploy the same change set into multiple environments
Multiple change sets can be created in one change set. Create a host, primary and secondary apps in one action
Audit history of modifications to the change set and run history

If your organisation has a Genesys contact centre, and these issues sound familiar, then call us today. We would be happy to start a discussion about how we can help solve those problems with InProd.

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