Application Maintenance

We support customer IT in day-to-day operations

Our Application Maintenance team can mange preventive, corrective, and evolutionary maintenance of Genesys Engage and Genesys Cloud CX solutions platforms.

• Preventive maintenance - We take care of all the necessary tasks to ensure the platform runs smoothly - system monitoring, operating system patching, periodic backup checks, hot fix installations, and preemptive impact assessments based on vendor release notes.
• Corrective maintenance - We provide specialized second and third level services, working closely with the customer's first level: second level support focuses on troubleshooting and identifying incident root causes. The third level is responsible for directly fixing bugs and eventually involving software vendors.
• Small Enhancing - We support our clients in routine evolution tasks, including tweaking existing routing logic, monitoring and reporting, adding new services, modifying IVR flows and updating workflows.

When the customer lacks the necessary skills, we can provide a first-level Application Maintenance and Help Desk service, directly supporting agents and supervisors. Our English-speaking staff can operate internationally, if needed.