Hi everyone!
I’m not one to shy away from contentious topics, so…
Does anyone here have Genesys experience within an organization, rather than as part of a supporting service? What I mean is; as a permanent member of the IT Staff, rather than a member of an SI or supporting organization who has “customers”.
I’m gathering together my thoughts on SI’s and SP’s and supporting entities, in relation to the actual “value-add” from these types of entities and I’d really appreciate some input from a more general viewpoint. I’m thinking of things such as;
First Line Support
Second Line Support
Third Line Support
Quality Assurance
Service Levels
Issue Resolution
Issue Escalation
Service Recording and Reporting
Service Reviews
So - for those of us on the “inside” of a Genesys deployment - what are your views on the services provided by your interim technical/support providers? I’m not asking anyone to name names (!) and I’m not trying to start off a flaming thread but I really would like to know what others think about those external agencies who support their business, as a whole.
Thanks!
Tony
