Company’s new product integrations to simplify support & reduce cost of ownership for Genesys Engage users

Like many other vendors, Genesys have been gradually transitioning into the realm of cloud-based solutions such as Genesys Engage Multicloud and Genesys PureCloud. However, despite this ongoing transition to the cloud, there are still a lot of existing customers using Genesys Engage with premise-based deployments.

“There are a lot of big organizations out there supporting big and complex Genesys platforms with potentially 35,000 agents on each platform,” notes Craig Reading, Product Manager for CX at Nectar.

For those customers, the cost of ownership is high, because each deployment of Genesys Engage is tailored to the specific requirements of that enterprise, making issues extremely difficult and expensive to diagnose and resolve.

“Genesys Engage, being a set of software components, has thousands of different configuration options. This means that trying to diagnose the root cause of an issue can be very time consuming, because there’s no one central place to go look,” Reading explains.

Well, good news to all Genesys Engage users out there: the upcoming additions to Nectar’s product line are here to make your lives immensely easier.

Looking Under the Hood

The first Nectar solution to be integrated with Genesys Engage is the company’s Nectar Diagnostics product. Nectar Diagnostics is a network-level application looking at real-time signalling and media traffic. Focused originally on standards such as SIP and H.323, Nectar are expanding capability by adding support for vendor-proprietary protocols. In particular, new support for Genesys T-lib (telephony library) enables powerful visibility for Genesys Engage administrators.

“Those messages on the network are what support engineers have used to match the log file entries. To make a car analogy: if the temperature dial is getting high, then we’ve now got the tools to look under the hood and see why.”

This effectively means that where administrators once had to search through endless piles of data to get to the root cause of an issue, Nectar Diagnostics for Genesys is now able to do the same without having to look at a single log file.

“We can match up SIP protocol messages for a voice session and see the Genesys proprietary messaging that’s being passed between software components. We can also easily detect which components were involved in handling a certain interaction, which is normally extremely time-consuming to do. Further, we can expose session information that is not normally visible in encrypted SIP messages.”

Adding More Dials

The second solution being boosted with Genesys Engage support is Nectar Foundation. “If Diagnostics is about looking under the hood, then you could say that Foundation is about adding more dials into the car,” Reading says.

Nectar Foundation connects to the Genesys configuration layer and extracts information about how the software is deployed, the number of components and how they connect together, to which Nectar refers as ‘taking inventory.’ This allows pulling telemetry from each of the components, “like getting information from the transmission or the brakes, as opposed to just looking at the engine.”

“For example, one of the components within Genesys Engage handles all the SIP traffic, and there can be multiple instances for scalability. What we’ll do is connect to each one of those and pull real-time performance data from it to look for values that might warrant raising an alert.”

The Next Level: Multi-Platform Support

Nectar are entirely aware of the fact that organizations might be using other platforms in addition to Genesys Engage, like MS Teams, Zoom and others.

More good news for users in this department, then:

New and upcoming integrations across Nectar’s portfolio will build on Nectar’s multi-platform digital experience platform, Nectar 10 and enable support for Genesys Enagage alongside a combination of various communications platforms; all presented through a single pane of glass.