Hello All,
I have a unique question I'm sure many of you have dealt with before but we're new to the Genesys environment and would like to see how others are handling it. Genesys can be seen as an interaction manager by design for contact centers. In our world the business can see it as a business owned space when talking out chat, voice, email, IVR, WFM, and reporting. Our team traditionally has handled all things voice and allowed the BU to handle chat, email, IVR and WFM. We have rolled out multiple contact centers at this point but are beginning to look at adding in chat. We originally gave demo access to a representative to be able to build out their chat space but now they are wanting to expand into production. We have attempted to separate the BU into their own division and have provided all division aware requirements but when it comes to full deployment there are too many overlapping permissions that would expose active call center environments using voice. How are you managing to provide the business the access they need to deploy their tools while keeping the safety and security of the businesses already utilizing the space? Providing the requested admin permissions could be a nightmare when you look into the amount of BU's a large organization could encompass.
#ArchitectureandDesign#Conversational AI (Bots, Agent Assist, etc.)
#DigitalChannels#Outbound#PlatformAdministration#QualityManagement#Reporting/Analytics#Routing(ACD/IVR)#SystemAdministration#Telephony#Unsure/Other
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Corey Dickey
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