Technical Account Manager

A trusted advisor and main point of contact to maximize your on-premise Genesys environment

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Benefits

  • Main source of contact at Genesys for your organization
  • Proactive advocate who drives issues to resolution and provides constant updates
  • Communications expert to manage and align all internal and external stakeholders’ needs
  • Key resource that tracks open cases and runs performance metrics

Minimize risk across your environment

Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex, putting your operations at higher risk.

With the Genesys Technical Account Manager you receive a highly experienced and trusted partner who works with you to manage critical stakeholder communications and identify risk early. This helps to reduce downtime, avoid downstream issues, and minimize the overall risk across your environment.

As your main Genesys contact, your Technical Account Manager drives and streamlines conversations and ensures alignment among your departments, with Genesys teams, and with other external partners. A Technical Account Manager has a solid understanding of your business goals, operations, and mission-critical environments. They can also advise you in preparing for shifts in your technology solution or recommend solutions for business advancements.

Profit from proactive advocacy

The Technical Account Manager is your Genesys advocate who:

  • Flags critical path items and ensures remediation plans are clear
  • Enables quick and effective support specific to your unique environment through Genesys Customer Care
  • Represents your needs during Genesys product lifecycle planning
  • Leverages collective knowledge across technical teams, platform infrastructure interfacing systems, call flows, and reference documents
  • Advises you on training, staffing, and other valuable services
  • Manages regular reviews to discuss operational issues, track open cases, and support performance metrics

Ideal for companies experiencing change

Many external factors can greatly impact a company’s workload and put programs at risk, even with highly skilled IT, engineering, and project teams in place. A Genesys Technical Account Manager is an ideal addition for:

  • Management of systems consolidations after mergers/acquisitions
  • Multi-site implementations
  • Parallel application or complex offer deployments
  • Ongoing management of complex environments
  • Integration of Genesys with other technologies

For on-premises environments, a Technical Account Manager is included as part of Genesys Premium Care or added to Business Care Plus as a Flex Care option.

Here is a summary of the additional Genesys Flex Care support options available to help you tailor your support experience based on your current business needs and the position in the lifecycle of your Genesys solution.

Flex Care

Feature Description

Custom Application Support

Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners

Extended Support

Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software

Special Event Support

Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment

Support Architect

Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimization recommendations, and capacity planning

Technical Account Manager

Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning

"The Technical Account Manager was able to set expectations on the VHT memory leak, provide assurance that we continually focus on improving QA, and most importantly secure his place at the table as a trusted advisor."

Global Telecommunications Company

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