Managed Services Solutions

Whilst our clients readily train and certify in Genesys Cloud CX as part of their migration to the Cloud operationally across several roles, it is true that the ability to make deeply complex changes to a mission critical in-flight solution configuration is often best handled with keen subject matter expertise available to assist you through those changes. The simple reason is your team may make a critical change once a quarter, but our team does it on behalf of dozens of clients on a daily basis, so we are simply more familiar with how to make those changes safely and without affecting your critical run-time or customer experience.

Our CX Managed Services Portfolio is extensive, yet tailored. It is honed on a client by client basis out of the building blocks shown below and each set of managed services is unique to each client.  There is no one shoesize that's fits all scenarios.

The primary portfolio areas typically include the following areas of service delivery, but are not limited to them:

• Support
  Supporting your Organisation with trouble tickets and problems that you are not able to resolve through your own helpdesk or IT team.
• Maintenance
  Maintaining the solution by updating the configuration in pace with the weekly updates published by Genesys to the Genesys Cloud CX platform, or enabling new entitlements that are being introduced to the solution.
• Professional Services
  The professional services are typically rendered as a 'bucket of hours' or other ongoing entitlement, that enables your business to call on our subject matter experts on an ongoing basis to help your organisation make complex changes or updates to the solution, or where you require assistance with areas of the solution that you are unfamiliar with.
• Monitoring and Alarming
  Monitoring of your on-premise, hybrid or Cloud based Genesys Cloud CX solution with automated alarms and notifications when the solution is not performing as expected.

In defining a managed services contract with our clients, we allow our clients to pick and mix the areas of the portfolio of interest and build out a customised managed services solution.  This way, our clients are not forced to consume services that are not going to be realised or rendered, whilst keeping the focus of the services we provide honed and focused throughout.  For more details of the typical structure of each of the portolio elements, please see the details below:

Our support services are designed to work in conjunction with the internal IT Helpdesk function provided by our clients. For example:

• Tier 1 Helpdesk is rendered by the client internally
• Tickets that cannot be resolved by the Tier 1 Helpdesk Team are forwarded to QVCCS at a Tier 2 level
• Tier 2 level has access to Tier 3 platform specialists if required internally to QVCCS
• Tier 4 level is where coordination with external vendors and partners typically occurs, where that may be the Genesys Support Organisation or your preferred Telecommunications Service Provider

Our typical offered hours of operation, where ticket timers are valid may be anything from:

• 24 hours a day, 7 days a week x 365 days a year
• Office Hour 9am to 5pm, Monday to Friday with a client local timezone bias
• Office Hour 9am to 5pm, Monday to Friday with half days on Weekends with a GMT timezone bias
• We mutually agree the relevant ticket Service Level Agreement (SLA) in each case, as well as the Time to Fix and the Return to Operation times as an acute function of how your solution is built and configured.
• The support function is typically orientated around the "It was working but now its broken" paradigm. We provide our clients with a support portal (Jira Atlassian based) where tickets can be submitted, or they may be submitted via email or phoned in to our dedicated support lines.
• The scope of items to be covered by the support agreement is typically a function of who originally delivered them, where the source code resides and the property rights thereto, but our scope typically includes all inherent configuration attributes of Genesys Cloud CX, its interface contracts to other systems and AppFoundry enabled connectors and integrations.

People would not unreasonably argue that given Genesys Cloud CX is a Contact Centre as a Service platform that maintenance of the solution is 100% a Genesys domain responsibility.

Indeed, that is true, but maintaining the solution also falls into the client area of responsibility, because every Wednesday of every week, Genesys rolls out new changes to the topography, features, functions and capabilities of the solution.  Therefore, our maintenance efforts are typically orientated around the following deliverables:

• Notifying you in advance of deprecations, changes, new functionality or capabilities in the solution, so that any planning, orientation and activities to make good on the resulting impact are handled as efficiently as possible.  Here, we note that regression is extremely rare with Genesys Cloud CX, so these notices are more commonly associated with new features and functionality, or improvements to existing functionality.
• Maintaining the code for relevance and applicability in data-actions, custom-data-actions and 3rd party integrations where customised code has been used to create them as part of the solution. Here, the most common area of change are published changes to the Genesys Cloud CX Public API/v2 schema or its capabilities

We are your experts in Genesys Cloud CX system configuration, connectivity, performance, optimisation, functionality and fitness for purposes.  In this role, we are you subject matter experts and in recognising that we do this as a living across many client footprints we are far more comfortable taking on complex tasks than even your best trained and certfied specialists would.

For those reasons, our clients often ask for a pre-arranged and ongoing professional services capability so that the QVCCS team becomes an extended function of your own business, operational, technical Admin, IT and Telecommunications specialists, able to work together collegiately with us without negotiating the cost impact of the work rendered each time it is required.  The most convenient method for this arrangement is a pre-agreed 'bucket of hours' that are rendered alongside the support and maintenance function, allowing your organisation to dip into our professional services and platform team and raise service management tickets with us on a rolling and ongoing basis for a known operational expenditure cost.  The professional services are typically managed as follows:

• A 'bucket of hours' is mutually agreed and made available on an ongoing basis
• The "bucket of hours" is geared in the client favour, so hours not consumed in a given month can roll over for future consumption
• Requests for work to be performed are raised in our Jira Atlassian Portal as Service Management requests
• On receipt of a service management request, the QVCCS team will assess for impact and effort and provide a detailed effort summary or statement of work to complete the task as defined
• Your Organisation may then approve that ticket to proceed as described in the effort summary, effectively making the commitment one of "Fixed Price Fixed Outcome" unless otherwise agreed
• QVCCS records all work performed with detailed times, dates and details of the resources used and provides weekly reports of consumption to our client with a full data extract of all timesheets
• We conduct weekly planning sessions to assist in prioritising tickets, assigning work as a function of the needs and discussing the status and Service Levels on all PS tickets

It should be noted that the professional services may also be of type "Pre-Sales", which relate to the services required to support out clients with new initiatives, new channels, new capabilities and so on. In all such cases, tickets of type "pre-sales" are not recorded against the bucket of hours but are always provided free of charge.

We are also very proud of our commercial strategy for services, being one of the most cost sensitive systems integrators of Genesys Cloud CX in the market, not just here in the United Kingdom but worldwide.  Our rates are survivable enough for our services to be resold by large integrators and still remain competitive on the global stage.  Please contact us if you require further information on our typical hourly or daily rates for Genesys Cloud CX professional services.

Just because Genesys Cloud CX is a global platform delivered on the power of Amazon compute, that doesn't mean that Organisations are absolved of monitoring the performance, reliability, availability and survivability of the solution. As the contact centre is a mission critical piece of an Organisations ability to render the customer experience, it is critical that it is highly available, highly reliable and performs excellently 24 hours a day.

To assist our clients, we have a portfolio of applications and integrations that make it possible for us to directly and indirectly monitor the performance of the Genesys Cloud CX solution continuously and in real-time.  Our abilities include:

• Monitoring of Edge, Telecom and Aggregate perfomance of Genesys Cloud CX via its published API/V2 schema
  • For example, here is a 5 month view of network card BYTES sent on a Genesys Cloud CX Edge Media Tier device installed on premises where we can see long term consumption rising steadily
    
• Monitoring of physical infrastructure, including firewalls, switches, routers and connectivity, even in hybrid cloud architectures
• The ability to provide warmings, notices, alarms, not just for critical system infrastructure but also as a function of the state being unusual for that period, for example, it's normal in this hour of a Monday for 1,200 calls to have been received.  Today, we measure 2,400 calls have been received, so we will raise an alarm of 'unusual state' and notify you instantly
• The ability to transmit the alarms, notices and warnings directly to our support organisation in Microsoft Teams, Slack et al
• The ability to automate the callout of an engineer out of hours for P1 issues, whilst reading out the details of the affected client and the problem being observed in the initial callout
• The ability to provide our clients with up to 2 years of historical data on the performance of their solution
• The ability to provide real-time dashboards and wallboards over https that update automatically for a range of users, for example, a Chief Executive Officers dashboard, a Head of IT dashboard, a Head of Telecoms dashboard and a Head of Customer Services dashboard
• All alarm thresholds are mutually agreed, as are the triggers to be sent to you as well as what triggers are sent to the QVCCS support team

For further information on our suite of monitoring and alarming capabilities then please do not hesitate to Book a Demonstration or Workshop or Contact Us.