Symphony Audit and Roll-back for Genesys Cloud
Does your customer have to audit all configuration changes to their Genesys Cloud solution. Would they like the ability to roll-back configuration if an error has been made?
Are there compliance requirements, customer service risks or even financial penalties at stake they fail to address the above.
Blackchair’s Symphony is a proven solution for Genesys Cloud available to your customers today, out of the box.
Industry Compliance
Industries that have elevated levels of governance such as finance, government and healthcare are now dictating that Genesys Cloud configurations are both audited and reported on in real time.
This is a drive to reduce risk and drive best practice for CCaaS deployments in large critical services. For example, the DORA act in EMEA dictates this as a new norm and Government RFPs are mandating both audit and roll-back facilities within a CCaaS deployment.
How Symphony delivers?
Symphony captures the configuration data from Genesys Cloud orgs and stores in its own datastore. This allows Symphony to audit, notify and report on all configuration changes in real time. Note this data that can be held for as long as the customer dictates, e.g. several years, compared only 14 days for the native Genesys audit log.
Notifications can be set to match the customers monitoring and escalation processes to report on changes made across the orgs, with priority given to critical configuration objects. The presentation can be consolidated to a dashboard or exported for further analysis.
By holding the configuration data backup in the Symphony database, any configuration changes that cause an issue can be rolled-back to the previous state at the press of a button. This reduces the risk of human error and unnecessary downtime of services delivered by Genesys Cloud.
Easy to manage safety net
Through taking the Symphony approach, customers have a safety net for their Genesys Cloud platform. Reduce time significantly managing the platform and troubleshooting. Ensuring that CX are EX is optimised.
Blackchair and Genesys Partnership
Blackchair and Genesys PS has partnered to deliver solutions globally. Existing Genesys customers using Symphony for audit purposes include Hilti, New York Metropolitan Transport Authority, Kubota, and the UK Government.
Blackchair’s products are available from Genesys PS and have been proven over the last 20 years.
To arrange an introduction to Blackchair and Symphony for an overview and demonstration, please contact our specialist Genesys team by email at rex.purnell@theblackchair.com.
Also visit our Genesys material website at www.theblackchair.com/Genesys
