Technical Support

Committed To Your Success

Genesys Technical Support is dedicated to helping our customers minimize downtime and maximize the business benefits of Genesys solutions. To accomplish this goal, Genesys Technical Support provides a range of industry-leading solutions. You receive responsive expert-level technical support, advanced Web tools and knowledge sharing, plus a comprehensive new software release roadmap. These features put you in the driver’s seat:

• 24/7 technical assistance from support engineers on critical issues
• Software releases and updates
• Proactive email support notifications
• Technical specialist on stand-by for key project milestones

Genesys Extended Support Plan provides you 24/7 support availability, allowing you to get the most out of your contact center investment. With this plan, you can relax knowing that your support needs are covered around the clock and that your business will run smoothly.

Genesys Extended Support Plan

• Multimedia Support Channels: phone, e-mail and Web
• 24/7 support for critical issues
• Installations, configurations and usage issue support during your business hours
• Specialist on stand-by for key project milestones
• Online support and knowledge sharing
• Proactive product advisory notifications
• “Tech Tutorials” Web-based workshops
• Software releases and updates

Looking for more?

For qualifying customers, Genesys Technical Support offers a Platinum* level of service. Some additional features include:

• An experienced, highly trained technical support team that knows your environment and is dedicated to handling your technical support issues.
• Health checks to ensure unscheduled outages are kept to a minimum
• Genesys University Trouble Shooting workshop

*Not available in all regions

Our tech support site enables you to set your profile so you can submit service requests, feature requests, surveys, and also browse our extensive Knowledge Base. You also have the ability to read our product advisory notifications and take full advantage of our software downloads. Our features keep you up and running:

 

Services	Benefits
Browse and search an extensive, up-to-date knowledge base containing hundreds of white papers, product advisories, technical manuals, and release notes	Increases partner and customer self-sufficiency and yields quicker resolution of problems and questions through 24/7 access to pertinent technical information.
Find the resolution to your technical issue by using Solution Search.	Solution Search helps you solve your problem by giving you access to our collection of solutions, which resolve previously closed Service Requests.
Attend monthly Tech Tutorial webinars on subjects ranging from optimization to troubleshooting.	Attending Tech Tutorials provides the opportunity to learn tips and tricks that Genesys experts have mastered.
Receive alerts about Product Advisories and Release Notes updates.	Direct communication and alerts allow you to confidently run your operations, knowing that you are working from the most current information.
View status of your Service Requests, submit new Service Requests, and submit updates to your Service Requests.	Increases partner and customer self-sufficiency by providing more effective and efficient interactions with Technical Support.
Change your login, password, email subscription preferences, and user profile information with secure access.	Keeps your information confidential and up to date. Allows you to control the kinds of communications you want to receive from Genesys.
Enter and view implementation information for your company.	Track important information about your Genesys implementation(s), allowing you a more effective way to communicate with Technical Support.