Resolve unavoidable issues quickly
Even the best-run enterprises can’t anticipate and prevent every issue. Downtime is always costly in lost revenues, wasted agent time, and disappointed customers. Genesys Remote Alarm Monitoring with Workbench helps you quickly identify and troubleshoot incidents in your on-premises environment to resolve them before they become emergencies.
Know about issues wherever you are
When Genesys on-site alarm monitoring software detects an issue that triggers a supported critical or major alarm, you receive an alarm notification
immediately through the Genesys Care Mobile App. You can drill into the alarm details on your mobile device or log in to Genesys Care Workbench to view the alarm data in the alarm monitoring console.
As you receive the notification, the alarm is also being routed to Customer Care, where a specialist opens a support case for you. We’ll work with you to validate the alarm status and resolve the issue.
Use technical insights to resolve issues faster
Through its integration with Genesys Care Workbench, Remote Alarm Monitoring offers:
- Access to the alarm monitoring console for one view of all alarm details, including alarm arrival times
- Views of an additional set of alarm events, covering underlying hosts and other conditions, in the alarms row of the event correlation display on the Workbench dashboard
If you have both Remote Alarm Monitoring and Genesys Log File Management Tool, when a critical alarm occurs, Customer Care can proactively retrieve log files for you.
Genesys Remote Alarm Monitoring is available with Genesys Premium Care or as an option through Genesys Flex Care. Genesys Flex Care provides a range of additional support options so you can truly tailor your support experience based on your current business needs and position in the lifecycle of your Genesys solution.