Spotlight powered by blackchair

SER VICES DATAS H EET
Spotlight powered by blackchair
Maximize your uptime with improved change management
and a clear view of operations so your customers receive
a great customer experience
Manage Your Dynamic Operations in Real-time from One View
Your dynamic business environment demands constant changes, but those changes
need to be implemented carefully so that they do not have a negative impact on your
daily operations. Spotlight is a change management toolset that manages configurations
across multiple platforms and vendors, secures your environment for compliancy, and
implements changes quickly. The results are greater efficiency and capacity insight,
smoother and more efficient operations with lower risk and customers who receive the
good customer experience they expect.
Maximize Uptime with Accurate Change Requests
BENEFITS
• Ensures a reliable customer
experience
• Maximizes efficiency, stability,
and capacity with consolidated
visibility into operations
• Reduces downtime risk with
precise control and scheduling of
high volumes of changes
• Analyzes faults fast for reduced
mean time to repair and few
outages
Spotlight configuration release management significantly reduces the work and risk of
daily changes by improving the accuracy and adherence to change control processes.
You will be in control of the development and sequence of deployment of configuration
objects, data imports such as agendas, skills, queues, transactions, web server
applications, and script executions. After thorough testing, the packages can be quickly
published and tracked as distinct deliverables with exceptional control and precision.
These capabilities reduce the need for manual skill set change requests which take a lot
of staff time and are a major cause of downtime.
With rollback plans built in advance, you reduce the risk of potential downtime to the
business-as-usual (BAU) state. This capability reduces your mean time to repair.
Strengthen Regulatory Compliance and Quality with Full Audit Trails
Internal and external SLAs, KPIs, and other regulatory metrics are impacted by
operational changes. Compliance will be easier with the full forensic audit trail of your
change control process provided by Spotlight. Your change process will be more secure
with stronger user change identification, better performance monitoring and alerts,
packaged and tested change releases, and audit structures.
Reduces Total Cost of Ownership
Fewer skilled staff hours are needed since changes for numerous systems can be
scheduled in advance with less manual inputs. Improving the efficiency of your
operations by making the most of your existing resources also defers the need for
additional resources – agents and their associated systems and software licenses.
S ERV IC E S DA T A S H E ET
Spotlight powered by blackchair / page 2
FEATURES
• Consolidated view of operations
• Configuration Release
Management with rollback
capabilities
• Analysis of operational efficiency
using empirical data, not anecdotal
data
• Real-time platform management
that reduces the need for manual
changes
• Audit capabilities that provide
compliance documentation
down to the detailed level of
configuration changes
Technical Details
About blackchair software
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Blackchair is the leading specialist in
contact center configuration and change
management focused on helping clients
make their assets work harder and
optimize their investments.
Application Configuration Plug-ins
Avaya Aura
Alcatel-Lucent OXE and OmniswitchTM
Cisco Unified Communications Manager
Siemens OpenScape Voice v5+
Genesys Workforce Manager
Genesys v 7.6+
Virtual Hold Technologies
Session border controllers
Generic Data-collector Plug-ins
XML/VXML (Composer)
File-system/Command-line (Windows,
*UX, Solaris)
• Logfile parsing (triggers, key words,
frequency, expression statements)
• SNMP (for network devices e.g. SBCs,
Switches, Routers, etc)
• Any SQL or Oracle database
http://theblackchair.com/
Blackchair software Limited
EMEA
Abbey House
1650 Arlington Business Park
Theale, Reading
Berkshire, RG7 4SA
UK
Tel: +44 (0) 845 456 6751
Fax: +44 (0) 845 456 6762
NORTH AMERICA
71 Stevenson Street, Suite 400
San Francisco, CA 94105 USA
Tel: +1 415 655 6788
About Genesys
Genesys is the market leader in
multi-channel customer experience
(CX) and contact center solutions
in the cloud and on-premises. We
help brands of all sizes make great
CX great business. The Genesys
Customer Experience Platform
powers optimal customer journeys
consistently across all touchpoints,
channels and interactions to turn
customers into brand advocates.
Genesys is trusted by over 4,500
customers in 80 countries to
orchestrate more than 100 million
digital and voice interactions each day.
Visit us at www.genesys.com
or call us at +1.888.436.3797
Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com
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