{"id":203352,"date":"2020-01-15T05:24:33","date_gmt":"2020-01-15T13:24:33","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&#038;p=203352"},"modified":"2020-01-15T05:24:35","modified_gmt":"2020-01-15T13:24:35","slug":"genesys-care-remote-alarm-monitoring","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-care-remote-alarm-monitoring","title":{"rendered":"Genesys Care Remote Alarm Monitoring"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-sub_title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Remote Alarm Monitoring<\/h1><p>Quickly identify real-time issues in your on-premises environment to minimise downtime<\/p><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/Remote_Alarm_Monitoring_DS_EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/Remote-Alarm-Monitoring-DS-resource_center-EN.jpg\" alt=\"Remote Alarm Monitoring\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Benefits<\/h4><ul>\n<li>Resolve issues more quickly and gain insights into issues before they affect your customer experience<\/li>\n<li>Decrease costs and make operations predictable<\/li>\n<li>Continually optimise mission-critical environments<\/li>\n<li>Enhance platform stability with 24\/7 live monitoring and log file retrieval<\/li>\n<li>Troubleshoot more efficiently with additional alarm data views through Genesys Care Workbench<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Key Features<\/h4><ul>\n<li>Proprietary alarm monitoring software<\/li>\n<li>Alarm notification and details through Genesys Care Mobile App<\/li>\n<li>Workbench integration providing access to the alarm monitoring console, alarm acknowledgement and synchronisation, and display of additional alarm events<\/li>\n<li>\u00a0Routing of supported critical and major alarms to Customer Care with an alarm support case automatically opened<\/li>\n<li>Proactive log file retrieval<\/li>\n<li>Reliable log file retention<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-content\" data-swidth=\"stretch\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><div class=\"content-container\"><div class=\"section-item format-content-a4 has-image\" ><div class=\"text-col\"><h3><\/h3><h4>Resolve unavoidable issues quickly<\/h4>\n<p>Even the best-run enterprises can\u2019t 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.<\/p>\n<h4>Know about issues wherever you are<\/h4>\n<p>When Genesys on-site alarm monitoring software detects an issue that triggers a supported critical or major alarm, you receive an alarm notification<br \/>\nimmediately 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.<\/p>\n<p>As you receive the notification, the alarm is also being routed to Customer Care, where a specialist opens a support case for you. We\u2019ll work with you to validate the alarm status and resolve the issue.<\/p>\n<h4>Use technical insights to resolve issues faster<\/h4>\n<p>Through its integration with Genesys Care Workbench, Remote Alarm Monitoring offers:<\/p>\n<ul>\n<li>Access to the alarm monitoring console for one view of all alarm details, including alarm arrival times<\/li>\n<li>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<\/li>\n<\/ul>\n<p>If you have both Remote Alarm Monitoring and Genesys Log File Management Tool, when a critical alarm occurs, <a href=\"https:\/\/www.genesys.com\/en-gb\/solutions\/customer-service\">Customer Care<\/a> can proactively retrieve log files for you.<\/p>\n<h4>Availability<\/h4>\n<p>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.<\/p>\n<\/div><div class=\"media-col image-tall type-image\"><img decoding=\"async\" width=\"310\" height=\"333\" src=\"https:\/\/www.genesys.com\/media\/8e51bc6c-collaterl-holder-icon.png\" alt=\"video thumbnail\" \/><\/div><\/div>\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"omnitable-scroll\"><div class=\"omnitable col-two orange-alt  scroll \" ><div class=\"ot-row header-row\" ><div class=\"ot-col span-1 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Genesys Flex Care<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Feature Description<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Custom Application Support<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p>Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Extended Support<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p>Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Special Event Support<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p>Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Support Architect<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p>Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p><a href=\"https:\/\/www.genesys.com\/en-gb\/collateral\/technical-account-manager?utm_source=linkedin&amp;utm_medium=paidsocial&amp;utm_campaign=website\">Technical Account Manager<\/a><\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p>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.<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-2 h_left v_top\" ><p>For more information about Genesys Care options for on-premise and cloud environments, please visit our <a href=\"https:\/\/www.genesys.com\/en-gb\/customer-experience\/customer-success\/customer-care\">Genesys Care<\/a> website.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-t1 has-bgcolor\" data-swidth=\"stretch\" data-cta-type=\"cta-t1\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"box-logo image-wide\"><img decoding=\"async\" width=\"672\" height=\"171\" src=\"https:\/\/www.genesys.com\/media\/27d1dbd7-atbfinancial-weblogo-color.png\" alt=\"Atbfinancial weblogo color\"><\/div><div class=\"text-col\"><div class=\"box-quote\">\"We\u2019re thrilled with Genesys Cloud, our results to date, and the company\u2019s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades.\"<\/div><div class=\"speaker-info\"><p class=\"fullname\">Dwayne Calder<\/p><p class=\"jobtitle\">Managing Director<\/p><p class=\"company\">Insights &amp;amp; Enablement, Client Care<\/p><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Technical specifications<\/h2><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><ul>\n<li>Genesys Care Workbench is required for <a href=\"https:\/\/www.genesys.com\/collateral\/genesys-care-remote-alarm-monitoring?utm_source=linkedin&amp;utm_medium=paidsocial&amp;utm_campaign=website\">Remote Alarm Monitoring<\/a>.<\/li>\n<li>Genesys Care Workbench is available to customers with qualified Business Care, Business Care Plus, and Premium Care subscriptions.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><ul>\n<li>Genesys Log File Management Tool must be installed for proactive log file retrieval.<\/li>\n<li>Genesys Care Mobile App must be installed to receive alarm notifications.<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-imagebg\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgimg=\"https:\/\/www.genesys.com\/media\/fe53a864-gse-hdr-gradient-rev.svg\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/Remote_Alarm_Monitoring_DS_EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":678,"featured_media":4023,"template":"","tax_priority":[],"tax_contenttheme":[14913],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16720],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-203352","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-gb","tax_buying_job-job-4-supplier-selection-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203352","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203352\/revisions"}],"predecessor-version":[{"id":218231,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203352\/revisions\/218231"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/4023"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=203352"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=203352"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=203352"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=203352"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=203352"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=203352"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=203352"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=203352"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=203352"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=203352"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=203352"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}