Like many other vendors, Genesys have been gradually transitioning into the realm of cloud-based solutions such as Genesys Engage Multicloud and Genesys PureCloud. However, despite this ongoing transition to the cloud, there are still a lot of existing customers using Genesys Engage with premise-based deployments.
"There are a lot of big organizations out there supporting big and complex Genesys platforms with potentially 35,000 agents on each platform," notes Craig Reading, Product Manager for CX at Nectar.
For those customers, the cost of ownership is high, because each deployment of Genesys Engage is tailored to the specific requirements of that enterprise, making issues extremely difficult and expensive to diagnose and resolve.
"Genesys Engage, being a set of software components, has thousands of different configuration options. This means that trying to diagnose the root cause of an issue can be very time consuming, because there's no one central place to go look," Reading explains.
Well, good news to all Genesys Engage users out there: the upcoming additions to Nectar's product line are here to make your lives immensely easier.
Looking Under the Hood
The first Nectar solution to be integrated with Genesys Engage is the company's Nectar Diagnostics product. Nectar Diagnostics is a network-level application looking at real-time signalling and media traffic. Focused originally on standards such as SIP and H.323, Nectar are expanding capability by adding support for vendor-proprietary protocols. In particular, new support for Genesys T-lib (telephony library) enables powerful visibility for Genesys Engage administrators.
"Those messages on the network are what support engineers have used to match the log file entries. To make a car analogy: if the temperature dial is getting high, then we've now got the tools to look under the hood and see why."
This effectively means that where administrators once had to search through endless piles of data to get to the root cause of an issue, Nectar Diagnostics for Genesys is now able to do the same without having to look at a single log file.
"We can match up SIP protocol messages for a voice session and see the Genesys proprietary messaging that's being passed between software components. We can also easily detect which components were involved in handling a certain interaction, which is normally extremely time-consuming to do. Further, we can expose session information that is not normally visible in encrypted SIP messages.”