Genesys Review

The Department requires an objective and impartial audit of the Genesys Platform, supporting infrastructure and related people and processes. The audit is intended to resolve long standing issues that continue to impact Genesys users. Project Objectives In order to achieve the business objectives the following activities will need to be undertaken: • A high level review of the common problems that impact Genesys users and their clients. These problems will form the basis of the audit and recommendations. • A detailed level review of the Genesys platform and supporting infrastructure. This will require engagement with representatives from Client Enquiry Support (business owners of Genesys), DXC Connect and the various ICT areas who support the underlying infrastructure. The purpose of this review is to both re-baseline and stabilise the current solution. This engagement should also identify issues with people (e.g. skills, understanding of the platform) and processes that could contribute to the problems experienced by Genesys users and their clients. • Document the findings of the audit and present these to the relevant stakeholders, defined in 1.5 Stakeholders. In order to improve the quality of service provided to Genesys users and their clients, the findings should include: o Any issues identified with the current state of the Genesys platform and supporting infrastructure. o Any issues identified with the people and processes. o A list of recommendations to remediate any issues identified with the platform, people and processes.

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