How to optimize CCaaS configuration management on Genesys cloud services

As CX environments become bigger and more complex through the inclusion of more agents and other platforms, CCaaS operations become more complex and demanding and CX engineers have a much harder time completing basic operations, which can compromise efficiency and increase costs; this is a problem we see across different CX environments, including Genesys cloud services.

However, there are ways to optimize CCaaS configuration management even within a complex CX environment, which will be the focus of this article.

Optimizing Genesys cloud services through better configuration management

Improving the efficiency of CX environments requires organizations to pay attention to three key areas; cleansing legacy systems, streamlining configuration operations, and creating a more transparent CX environment.

Rid legacy systems for redundant configuration

Complex CX environments that have been used for several years inevitably collect redundant configuration and data. Furthermore, longstanding CX environments tend to become obsolete due to outdated platforms and systems. These systems are particularly problematic because they can undermine performance and efficiency.

At the same time, engineers cannot simply delete these systems and platforms because they operate as part of a much larger ecosystem and attempting to remove any of these platforms comes with a host of technical challenges and obstructions.

Despite this technical challenge, there are several ways for organizations to clean legacy systems of redundant configuration IP. An automated management platform can help organizations clean their systems more efficiently because they leverage automated technology to efficiently cleanse these CX environments while turning it into a more efficient and productive process.

Optimize configuration operations for the platform

Optimizing configuration operations within the CX environment to improve productivity can seem like a no-brainer; however, implementing such a practice is far easier said than done. This is because CX environments often constitute different platforms and vendors, of which Genesys cloud services are just one, making configuration optimization a difficult task to implement.

There is also the number of users to consider, with ecosystems having hundreds or even thousands of users operating in different timezones. As the user population balloons, seemingly basic operations such as MACD become more complex and demanding, owing to the number of users on the platform.

Given these issues, organizations should consider investing in tools that augment configuration optimization and management. An automated management platform can aid engineers in optimization efforts because it provides a central location where they can optimize CX environments. For example, an automated management platform can help with processing bulk operations from one location, making it easier to manage a large pool of users. Moreover, organizations can manage operations across multiple systems that include Geneysys, Five9, and Verint more easily because configuration data from different vendors will be channeled into one location, easing the workload for most engineers.

Furthermore, an automated management platform can perform several complex tasks accurately and efficiently, saving engineers time and improving productivity. Improved time savings and better productivity can occur in several ways. For example, accuracy improves, leading to fewer mistakes and less time fixing errors. Moreover, it can streamline complex operations. For example, MACD operations can be simplified and streamlined because the platform can process operations in bulk, making it easier to improve efficiency in configuration management.

Improve transparency in the CCaaS environment

As CX environments become more complex, it becomes harder for the right hand to determine what the left hand is doing. In other words, transparency is poor. CX transparency refers to an engineer’s ability to determine what configuration actions have been performed by other engineers.

This, as you can imagine, can be extremely problematic from a compliance and functionality standpoint because it can be difficult to determine what changes have been made where and who made them. If there are any unexpected configuration changes made, it can destabilize the platform, disrupting CX quality and eventually driving up costs. Furthermore, it can be difficult to effectively enforce compliance measures because engineers have trouble tracking what configuration changes have been made.

The solution to an increasingly murky CCaaS platform is to leverage a solution that can help create a more transparent environment by leveraging an automated management platform. An automated management platform can improve transparency because the system can track any and all configuration actions in real-time, making it easier for engineers to determine what is being done on the CX platform and when making it easier to perform a number of critical operations that consist of troubleshooting errors and enforcing compliance measures.

However, beyond just tracking configuration actions, engineers can take configuration management a step further. For example, they can templatize configuration actions, ensuring that CX agents and business users can perform their operations and complete tasks without going beyond their designated role and disrupting platform operations. Moreover, engineers can set a watchlist of specific actions, which makes it easier to identify specific actions or reduce service-impacting functions.

Turning Genesys cloud platform into a more productive platform

Genesys cloud services are now operating within a larger CX ecosystem, making CCaaS configuration management far more challenging. To work around this issue, organizations must adopt the latest technology to properly manage their Genesys platform to ensure that they remain agile and productive while keeping their configuration workload under control. Achieving these objectives would allow organizations to streamline CX configuration costs and improve productivity.

Planning An Automated Data-Driven Project With Five9 Clarity Migration

As CX expectations continue to evolve, there needs to be a process to smoothly migrate from one CX solution to another. 

When contact centers are shifting to a solution, they usually issue an RFP to potential providers with an estimate of the resources and time it would take to migrate to the new solution. To give themselves a competitive edge when filing out the RFP certain, solution providers such as Five9, are offering an automated management system to offer simplicity and clarity in the migration process.

These platforms can help you optimize your migration process and convert it into an automated, data-driven process and deliver Five9 clarity migration to guarantee migration assurance. This article explains why that is the case and how you can optimize your migration process and convert it into an automated, data-driven exercise.

Bringing Five9 clarity to the migration project

Discover and catalog legacy systems and data

CX environments have multiple applications storing configuration data within a massive ecosystem. While some applications and data are used regularly, others lie dormant and unused for months or years on end. These dormant applications and data often weigh down overall system functions without contributing much value to projects, including migration.

If allowed to, they can clog up the migration project reducing efficiency and productivity in the process. Automated management systems can help engineers resolve this problem by automatically assessing the configuration environment to rapidly identify low-value, legacy applications and data from frequently-used, high-value data and applications.

Translate configuration data into different formats

Shifting configuration data from legacy to destination systems while maintaining Five9 clarity is a challenge because this is a largely manual process. CX engineers have to rework lines of code, test and then migrate them, which is time-consuming and efficient.

However, when working with an automated solution, much of the translation can be done by the platform with minimal interference from the engineers. This would allow you to turn the migration project into an automated one where most of the work can be done while reducing the dependence on your engineers. Reducing the burden on critical resources allows you to reallocate your work, allowing you to double productivity while reducing operating costs.

Inject relevant configuration data into the Five9

After data is translated, it must be transferred or injected into the Five9 platform. However, this is not as simple as transferring code, data, and applications from one environment to another. It is a question of injecting the code at timed intervals to ensure platform stability and that the code can execute its functions relatively well, a difficult process to complete within a short time.

Automated platforms can shift the development process by a significant margin because they can inject the relevant configuration data at controlled rates while engineers can monitor the entire process. As the platform injects the translated data, engineers can monitor the results, so they know if the project is going off the rails or improving Five9 clarity in the migration project.

Mitigate configuration issues

Configuration issues are inevitable when migrating to the new Five9 platform. However, mitigating them and solving them remains a major challenge for most CX centers. This challenge arises because it can be difficult to track the cause behind a configuration issue right down to its source, which can be difficult to do. Usually, engineers have to dive into the backend to see what caused the configuration change, which can take time and delay the migration project.

By using an automated management platform, it is possible to resolve this issue before it even happens. Most platforms contain an audit record that records all configuration updates and changes. Hence, if one change disrupts migration, engineers can refer to the audit record, undo the change and resolve the issue in minutes.

Optimizing migration to maximize ROI An automated, data-driven approach is critical to bringing Five9 clarity to the migration project. Having this kind of approach would allow businesses to complete their migration project within a tight deadline. Furthermore, adopting this approach would allow you to reduce costs, improve productivity, and maximize ROI on the project. This would make a Five9 migration project more viable and easier to do in the long run, which is critical given that the industry requires CX centers to be more agile and productive due to e

Why Spotlight Multi-Platform Auditing Reduces Costs And Improves Productivity In Configuration Management

With CX organizations realizing the benefits of empathy and a more “human-centered” approach to customer service, they are embracing these notions through innovations and ideas.

However, while it is important to expand what CX platforms can do, we also need to ensure that configuration management remains a timely and efficient process, particularly where multi-vendor platforms are required.

In this article, we explain how you can optimize configuration management using Spotlight multi-platform auditing.

The challenges of traditional configuration management

Be it a multi-vendor CX platform or a single solution, configuration management remains a tremendous challenge for engineers.

Overseeing configuration operations for a complex CX ecosystem means CX engineers complete several technical operations to maintain a stable platform. Some of the tasks include monitoring configuration changes, deploying major upgrades, and ensuring that agents follow best practices.

Yet, executing any of these functions is a massive challenge because most engineers do not have the tools necessary to perform their tasks efficiently. Since they are often bogged down by repetitive, low-value tasks, engineers have little time for more critical work.

Furthermore, some of the tasks themselves are difficult to execute manually. For example, a complex ecosystem with multiple CX vendors will feature a vast, complex flow of configuration data between different vendors, creating a configuration environment where it is difficult to detect unauthorized changes with manual means. Failure to capture errors on time increases the chances of catastrophic system failure, leading to an unstable platform.

Delayed action in configuration management turns what should be a critical, timely process into an inefficient one, leading to several unpleasant consequences that include higher operating costs, delays in completing important tasks, and a less stable CX platform.

To resolve these issues, CX organizations should consider investing in auditing and management solutions

How does Spotlight multi-platform auditing optimize CX configuration management?

The Spotlight multi-platform auditing solution is an automated CX management platform designed to streamline and optimize configuration management.

Unlike other management platforms, Spotlight audit and release management tools differentiate themselves by relieving CX engineers of tedious MADC tasks and giving them the freedom to perform more advanced operations that optimize platform functionality through several advanced functions that cannot be found anywhere else. Here are some of them.

Prevent unauthorized configuration changes

Spotlight can continuously monitor CX platforms for configuration changes. Furthermore, engineers can set parameters for acceptable changes, so if they are changes that fall out of the parameters, then it will alert engineers of the change. With this system, CX organizations can streamline monitoring for configuration changes without risking unauthorized changes slipping through and reducing troubleshooting time while raising platform stability.

Moreover, if a user did make an unauthorized change, it can be undone rapidly thanks to a feature that is unique to Spotlight – automated rollback. Using automated rollback allows engineers to undo configuration changes with just a few clicks where they can “rollback” the platform to a state before changes were made. This feature empowers agents to improve platform stability by rapidly undoing configuration errors and enforcing company policies more effectively.

Maintain transparency amidst the entire ecosystem

True to its name, the Spotlight multi-platform auditing solution gives engineers insight into different CX vendors. Whether they are CCaaS vendors or on-premise solutions, the solution can track the flow of configuration from all these solutions to provide engineers with a real-time assessment of business changes, technical status, and configuration changes.

Engineers can leverage the platform to monitor each vendor through a single window. They could manage configuration flows between different CX vendors at any time without having to log into the backend of different platforms. Furthermore, engineers can adjust and refine the platform to ensure configuration flow remains consistent. This allows engineers to ensure that configuration flow remains consistent between different vendors, streamlining configuration management.

Superior auditing and reporting to maintain compliance

Spotlight audit and release management improve on a critical feature that organizations need to succeed: reporting.

Engineers are responsible for ensuring that the CX system follows compliance guidelines. Whether they are cloud regulations or regional regulations, engineers must ensure that any configuration operations follow these regulatory requirements.

The Spotlight solution can help engineers achieve compliance requirements by streamlining the report creation process. Since the platform is constantly assessing the CX ecosystem for the most recent configuration readings, they can deliver readings instantly in an audit report, instead of having engineers create the report from the start, streamlining the report creation process. Furthermore, the solution can send reports directly to compliance authorities, improving the organization’s ability to meet compliance deadlines.

Streamline the process for implementing major upgrades

The Spotlight platform, however, is more than just an auditing tool. For it can also facilitate innovation, which is critical for building a successful CX ecosystem. Spotlight can facilitate this innovation in two ways: present a separate window for testing and deployment and template configuration actions.

Deploying upgrades is a tricky process for most engineers, for if it is not done right, it can compromise the platform. Spotlight helps engineers work around this problem by providing separate windows for development, testing, and production. This allows engineers to test new upgrades in a duplicate environment to see how they would affect the platform before launching it live. Using these windows reduces the risk of innovation and promotes platform stability.

Modernizing configuration management with the right solution

As the CX industry looks to push the limits of customer service to new territory to incorporate a more human touch, it is important that we modernize our approach to configuration management.

Adopting a more contemporary approach to executing configuration operations means your engineers can streamline complex processes to reduce operating costs without losing out on the benefits that come from modernizing or upgrading CX technology.

Leveraging an automated, data-driven approach can help organizations meet compliance requirements, reduce operating costs, and improve productivity while paving the way for innovation and experimentation.

How To Empower CX Agents With An Automated CX Management Platform – Blackchair

As businesses realize the connection between high-quality CX and profitability, organizations are turning to omnichannel platforms to improve the customer experience.

An omnichannel platform supports multiple communication mediums such as SMS, chat, and calls. Ideally, these systems can provide a seamless experience for customers where they can ask questions through a chatbot and then follow up with more advanced questions through a call without repeating their inquiries, which creates an effortless, frictionless experience.

Instead, CX agents are overwhelmed with their workload because attending to customers on different communication mediums at once nearly doubles the amount of work they have to do, which could lead to delays in customer service.

Furthermore, the pressure to deliver high-quality CX does not relent, straining employee engagement.

Moreover, most agents are suffering from stress and burnout, leading to a regression in employee engagement. Employee engagement is essential for providing high-quality service, improving retention, and increasing agent satisfaction, but this critical attribute is falling as CX agents are strained from more demanding workloads.

Poor engagement generates several problems. It could lead to contact center attrition as agents seek out other avenues of work. This is a serious problem that could compromise service quality, completely undermining the reason why businesses invested in an omnichannel platform.

To address this problem, organizations need to invest in appropriate support systems to optimize omnichannel platform management to maximize outcomes and reduce costs.

Why might CX agents be struggling with an omnichannel platform?

One reason for poor employee engagement could be inadequate support systems. Most systems have not kept pace with omnichannel platforms, which creates a situation where CX agents have to work with more customers without any option to streamline their workload.

For example, monitoring customer inquiries on multiple mediums is incredibly challenging because these systems are not connected through a single interface, forcing agents to jump between different mediums, such as chat and SMS, when performing their tasks.

In addition, if agents want to adjust the workflow to streamline their workload, they would have to overcome immense technical hurdles that might be beyond the time and skillset to manage. Omnichannel CX platforms have a complex backend, meaning that only those with extensive knowledge of the platform can execute CX functions or make configuration changes without destabilizing the platform.

The complexity in omnichannel systems puts agents in a difficult situation because if they have to optimize their workflow, they cannot do so without relying on engineers to perform the task, creating a production process that is time-consuming and inefficient.

By working with omnichannel systems without adequate support systems, CX agents face more sophisticated CX architectures with complex workflows, increasing the workload agents face. This creates a situation where agents are handling more complex channels and navigating more complex customer journeys, which only adds to their workload.

The key to empowering CX agents

Consider supplanting omnichannel CX solutions with an automated CX management platform to empower CX agents, improve employee engagement, and alleviate productivity. The platform comes with several features that make it easier to manage an omnichannel CX solution.

A generic interface for managing multiple solutions

Automated management solutions feature an interface where agents can monitor several different channels from one location, making it easier to account for customer interactions, monitor customer sentiment, and oversee interaction history. With this level of interaction, you can simplify operations within an omnichannel platform and streamline agent workload while still delivering high-quality CX service.

Create custom automation packages

When used appropriately, custom automation packages can optimize the omnichannel CX ecosystem, easing agent workload. CX engineers can use the automation package to execute specific functions on behalf of the agents and later save them so that non-technical personnel can perform these operations without disrupting platform stability.

Leverage automation to assess customer interaction data

CX management platforms leverage AI and automation to assess customer interaction data, rapidly turning raw data into helpful insight that can inform customer needs and preferences. The system could use the information to match agents with the right customers based on several variables such as need and personality.

Undo configuration errors using automated rollback

Configuration errors undermine platform stability and increase system downtime, making it harder for agents to execute certain functions. Moreover, you can reduce system downtime and improve MTTR using automated rollback. With this function, you can undo configuration changes that may have led to the error that undermined platform stability.

Support systems for CX agents to perform their functions

Having tools to help agents adjust to their growing workload leads to better customer service. Fortunately, automated CX management platforms feature several tools to reduce the transition agents have to make when dealing with a large workload; for example, the platforms utilize AI to facilitate for-in-the-moment coaching to train agents.

A new age of efficient omnichannel communications

With omnichannel platforms becoming the new norm in the CX industry, having appropriate support systems is critical for improving efficiency and accuracy to ensure that agents can perform their work effectively.

Without these support systems, organizations run the risk of overwhelming their agents with a complex workflow, which comes from working with multiple communication mediums. This is where an automated CX management platform becomes useful.

The platform can help agents recalibrate their CX platform and make it a more streamlined and efficient environment. This new environment would make operations more seamless than before, allowing agents to double productivity while reducing operating costs.

By creating a more efficient, responsive omnichannel environment, you can usher in a new era of efficient, timely CX communication within an omnichannel platform and leave behind the growing pains of adopting new technology.

Tips To Optimise CX Project Management – Blackchair

CX migration is one of the more complicated projects a contact center can undergo. However, by investing in the right CX DevOps automation technology and adopting the right management techniques, it is possible to optimize the migration project to the point where it becomes a smooth process, one that stays within budget. Here are some tips to optimize CX migration to make it a more efficient operation.

Optimizing CX project management

Consider these steps when looking to optimize CX project management work.

Continuous auditing

The first step in CX migration begins well before the migration process itself. You need to audit and catalog your contact center infrastructure. The information gained from an automated cloud audit and compliance check will form a suitable baseline for when you need to migrate to a new platform.

Continuous auditing can help you discover changes made to the CX platform over some time. This will help optimize migration but also reveal opportunities for improvement in your new platform. Furthermore, the data taken from continuous auditing can help CX engineers anticipate how changes to the CX platform might disrupt customer interactions if any.

Clean up your legacy platforms

At first, it might seem counterintuitive to clean up your legacy platform, but it makes sense upon further inspection. Cleaning up legacy systems using CX analysis tools makes the process more efficient. By cleaning up legacy systems, contact centers will have a much easier time creating a roadmap for new migration services.

Cleaning legacy systems let you create a migration profile, which can help create a roadmap that can fastrack your transition to a new platform. The migration profile gives you a firm idea of the information and systems operating within the CX environment. Without this migration profile, the CX migration process will be slower because engineers have to invent and transform every line of business.