Monitoring & Support

Business Scenario

The Buyer was facing some challenges with its operational Genesys based application which was used for handling the travel tickets and call centre operations. They were looking for a pro-active and round the clock monitoring and support services solution that can anticipate and prevent IT problems. They required an efficient system for handling opening tickets, requesting updates, and escalation and support.

About the Buyer

Headquarted in Massachusetts, Buyer is one of the largest providers of international vacations for people aged 50 or over. Serving since 1958, their unique itineraries have positioned them as the leading brand in travel & lesiure industry.  

How ITeXchange helped

ITeXchange helped them set up a 24X7 Pro-Active Monitoring team to perform ongoing assessment of system, performance, and resources. The team performed daily and continuous monitoring and Health Check of Genesys Ecosystem using Genesys Administrator and Dashboards. Our transparent approach and perfectly fitted solution resulted in on-time communication within teams and better team engagement.

Value Delivered

  • Ticket handling systems become more efficient with continuous and improved monitoring systems
  • New team thoroughly supported the existing Genesys application along with enhancing its capabilities
  • Solution ensured that all issues are acknowledged and resolved within SLA

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