SER VICES DATAS H EET Spotlight powered by blackchair Maximize your uptime with improved change management and a clear view of operations so your customers receive a great customer experience Manage Your Dynamic Operations in Real-time from One View Your dynamic business environment demands constant changes, but those changes need to be implemented carefully so that they do not have a negative impact on your daily operations. Spotlight is a change management toolset that manages configurations across multiple platforms and vendors, secures your environment for compliancy, and implements changes quickly. The results are greater efficiency and capacity insight, smoother and more efficient operations with lower risk and customers who receive the good customer experience they expect. Maximize Uptime with Accurate Change Requests BENEFITS • Ensures a reliable customer experience • Maximizes efficiency, stability, and capacity with consolidated visibility into operations • Reduces downtime risk with precise control and scheduling of high volumes of changes • Analyzes faults fast for reduced mean time to repair and few outages Spotlight configuration release management significantly reduces the work and risk of daily changes by improving the accuracy and adherence to change control processes. You will be in control of the development and sequence of deployment of configuration objects, data imports such as agendas, skills, queues, transactions, web server applications, and script executions. After thorough testing, the packages can be quickly published and tracked as distinct deliverables with exceptional control and precision. These capabilities reduce the need for manual skill set change requests which take a lot of staff time and are a major cause of downtime. With rollback plans built in advance, you reduce the risk of potential downtime to the business-as-usual (BAU) state. This capability reduces your mean time to repair. Strengthen Regulatory Compliance and Quality with Full Audit Trails Internal and external SLAs, KPIs, and other regulatory metrics are impacted by operational changes. Compliance will be easier with the full forensic audit trail of your change control process provided by Spotlight. Your change process will be more secure with stronger user change identification, better performance monitoring and alerts, packaged and tested change releases, and audit structures. Reduces Total Cost of Ownership Fewer skilled staff hours are needed since changes for numerous systems can be scheduled in advance with less manual inputs. Improving the efficiency of your operations by making the most of your existing resources also defers the need for additional resources – agents and their associated systems and software licenses. S ERV IC E S DA T A S H E ET Spotlight powered by blackchair / page 2 FEATURES • Consolidated view of operations • Configuration Release Management with rollback capabilities • Analysis of operational efficiency using empirical data, not anecdotal data • Real-time platform management that reduces the need for manual changes • Audit capabilities that provide compliance documentation down to the detailed level of configuration changes Technical Details About blackchair software • • • • • • • • • • • • Blackchair is the leading specialist in contact center configuration and change management focused on helping clients make their assets work harder and optimize their investments. Application Configuration Plug-ins Avaya Aura Alcatel-Lucent OXE and OmniswitchTM Cisco Unified Communications Manager Siemens OpenScape Voice v5+ Genesys Workforce Manager Genesys v 7.6+ Virtual Hold Technologies Session border controllers Generic Data-collector Plug-ins XML/VXML (Composer) File-system/Command-line (Windows, *UX, Solaris) • Logfile parsing (triggers, key words, frequency, expression statements) • SNMP (for network devices e.g. SBCs, Switches, Routers, etc) • Any SQL or Oracle database http://theblackchair.com/ Blackchair software Limited EMEA Abbey House 1650 Arlington Business Park Theale, Reading Berkshire, RG7 4SA UK Tel: +44 (0) 845 456 6751 Fax: +44 (0) 845 456 6762 NORTH AMERICA 71 Stevenson Street, Suite 400 San Francisco, CA 94105 USA Tel: +1 415 655 6788 About Genesys Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797 Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com Copyright ©2014 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.