Genesys Support - getting better or worse?

Hey guys,

Greetings. Vick I know you but I’m looking forward to meeting the rest of the gang personally at some point.

You guys always bring up some very good points on this forum. We’re doing our best to proactively engage the community. In the past few years we have doubled our product advisory councils, relaunched our Genesys forums, expanded our GForce user conferences to more regions, doubled the number of user groups globally, and revamped our GCAP program specifically to engage more folks like you who are actively involved in the Genesys community. This is the result of Paul AND 100’s of people from different groups within Genesys focused on Genesys customers and partners. There has also been a lot of work done in the areas of tech support and product quality.

This doesn’t mean there’s no room for improvement. There certainly is. As you know it’s a journey.

We take customer input very seriously. I think there may not be enough visibility into what Genesys has been doing to address the issues raised on this board. Some of them are very complex, some of them take time, and some of them may have been addressed unbeknownst to you.

I think there’s an opportunity for more dialogue to understand where each side is coming from and to see what core issues we need to tackle together. We’ll follow up on this.

In the end we’re all working towards the same end result.

Arnaud

Arnaud Kraaijvanger
Vice President Marketing Programs
Genesys

Arnaud,

thank you for your post. I read and re-read your post and you are talking here about how Genesys is putting a lot of emphasis on customer feedback and proactively managing relation with its clients. No one is here saying Genesys is not doing it: Genesys has been pretty good about this for a very long. G-Force is one of many examples of that. We are not talking about Genesys customer programs here in this sense. We are talking about Genesys fan base.

The whole conversation here is about lack of any visible policies at Genesys regarding tapping into and supporting its online community and my failure to get this forum the attention it deserves within Genesys. With 300,000 hits per month and over 1400 registered users this is THE portal for Genesys online community outside Genesys support site. So, the fact that you and me have met only once in the last year is a good example of what I am describing as my failure to properly address the needs of our community.

How many seminars, webinars, press releases, product trial outs, meet-the-experts and so on Genesys had last year? Hundreds. The fact that we only have two Genesys-related events posted on this site for the whole of last year clearly indicates the lack of strategy within Genesys to pro-actively support its fan base.

People like me and our efforts to help other users are just taken for granted. As my earlier post clear states, this is to be expected since we are viewed as “Genesys fans”. Genesys did not ask me to start this forum, nor did they ask me to spend countless hours every week trying to help other Genesys users. I do it because I really enjoy it and because I feel that I can really help other Genesys users out there to fully realize the potential of what this truly visionary product has to offer. I am sure other peope on this forum are pretty much the same.

It is just I am getting tired of being taken for granted.

Once again, I don’t blame Genesys for ignoring this community nor do I blame Genesys for not actively supporting it. As you have wrote yourself, there is a lot of activity within Genesys to address the needs of its users. Some of it we see. Some of it we don’t. So, it is not Genesys that I blame. Especially not Paul, nor you. It would be silly if I did. Nor would it get me anywhere.

I blame myself. I blame myself for not realizing earlier that if I wanted to have a greater impact in helping our users, I have to stop acting as just being “Genesys fan” and apply the same principals to running this forum as I do with running our company. Call center market has been reshaping for quite some time, and if we are to continue to support the needs of Genesys user community on this forum to the best of our abilities, it is time we start reflecting these changes.

I would love to have some input from Genesys on what changes would be best suited to address the ever-changing needs of our community; however, perhaps it is time to start welcoming the input from other platform vendors that interconnect with Genesys CTI, because we cannot ignore the strong inter-dependence between Genesys and Avaya, Cisco, Siemens and other manufacturers.

This brings me to another important point: end-user. Until now, it has been all about Genesys for the sake of Genesys. And I feel that we ignoring the obvious: reality that perhaps having Genesys at the end of the day might not be the best answer for the end-user. I, for one, would love to learn more about how migration from PBX-Genesys solution to Genesys SIP-only solution compares to PBX-only solution. I would love to have a resource helping me decide what is best for my end-user, offering me help with upgrades and migrations, allowing me for once to step away from what I want, and understand what is better for my user. Regardless of my own preference.

And this, my friends, what makes the difference between a Genesys fan and Genesys Pro.

from simple question about support to hard conversation about Genesys. i think it’s happen not an every day. and may i put my 5 cent about This Genesys comunity and official genesys suport policy inside the Russia?

well, then i start my own experiense as genesys engineer ( it’s happen about one year ago) i jast find oneself in the right place at the right time =) my company start the first project as the genesys parthner but we hav’t any competent people. and i took it upon themselves. got one dvd with distrib, another with docs…and it’s all. after two or three answer from genesys technical guys - " jast run the wizard and it’s do it right. but if in result it’s not work jast reinstall it". so after it i as the google and found THIS COMMUNITY. And after one years i think and and ask self about - if not this forum could i do in this year all that i made and reach? who know?

well, i want said what no one from official info resource and public genesys “community” can’t gave me all what i got from THIS forum.

and another moment, about Gforce and over such activites - it’s great. but it is difficult to be effective for the whole world. And it’s not a price question. It’s jast a political. who travel to such activites from Russia? sales, manager and over co-, vice- and over prisident. what activites make Genesys locale - only sales, marketing and over. if it contain technical content at that all what i already read in the docs and in the conversation with people from this forum.

WBR Timur.

I really don’t know Genesys has ‘adjusted’ pre-requisites as being Genesys partner or VAR!

Years ago, Genesys partner/VAR must have trained GCE(s) to fulfill part of pre-requisites.
(Or, this pre-requisite was regional dependent?)
Could anyone clarify this point?

Anyway, having completed GCE training courses are not enough; fields experiences are critical as well.

There are many people here without basic Genesys training; they start everything themselves in the hard way by reading manuals, testing and, of course, posting questions here and there. Their lifes would be a bit easier if they had taken basic Genesys training.

A real case some years ago: A Genesys VAR sent an “Genesys Engineer” to fix CCA reports but he did not know what to and how to login DMA. The fact was the “Genesys Engineer” was very new without Genesys knowledge but was appointed to do so.

Genesys could possibly enforce policy on VAR’s pre-requisites, to save Genesys image at customer sites!
Ok, fine. If Genesys believes VARs’ engineers can self-learn Genesys products and are ‘sufficient’, it may be a big mistake.

Genesys Support is another issue. For reply such as
“jast run the wizard and it’s do it right. but if in result it’s not work jast reinstall it”.
is quite common; it is possibly, regions and end-user dependent. It seems that Genesys may assign experienced engineers to support big accounts, or those big accounts force (or/and pay!) Genesys to do so; who know!

and now it true

Years ago, Genesys partner/VAR must have trained GCE(s) to fulfill part of pre-requisites. (Or, this pre-requisite was regional dependent?) Could anyone clarify this point?

not only trained but also [b]certified[/b]

Anyway, having completed GCE training courses are not enough; fields experiences are critical as well.

thas it my point too - have paper about certified as GCE not enough , the fields experiences is preferd. we all have to many example about supposedly GCE people what don't know , as example, how make simple low-level debug of SIP trafic. or as u said how fix the CCA reports.

There are many people here without basic Genesys training; they start everything themselves in the hard way by reading manuals, testing and, of course, posting questions here and there. Their lifes would be a bit easier if they had taken basic Genesys training.

all it's truth but u miss what many of this guys live in different world when EU or USA. for simple training they need not only register and fly to trainng centre, but also got and solve the visas trouble, as example.

And Genesys realy undestud this problem. I have info about local trainning course that start in this year. And in Russia too.
It’s certainly simple low-level and entry course, but it all the same good then years ago.

Genesys Support is another issue. For reply such as "jast run the wizard and it's do it right. but if in result it's not work jast reinstall it".is quite common; it is possibly, regions and end-user dependent.

may be it realy problems in the our region only, but i mean then we talk about Genesys support - we talk about ALL GENESYS, not about russian or any other regional support team.

I am reading your posts with great interest and it is a really good and healthy discussion.

I have not touched Genesys for five years and when I was working with Genesys I was using the predecessor to predecessor to predecessor of this site. Does anyone remember it? No graphics, no search and many many many questions all answered by Vitor. I do not remember many of your names except for maybe Tony and Steven Bird.

I took advantage of this board daily and as my cti team grew other people in my group started to use it too. Victor’s replies were straight on the money and I remember once he called me and helped me resolve a critical malfunction. I offered him the money, but he refused and asked me to continue using this board and if I can help others. I have instructed my teammates to do just that.

I would think that this forum was already owned by Genesys and I am surprised that it is not. I have read what Victor wrote and I’m amazed Genesys did so little for this incredible website. I checked with cti team and Victor has spurned several of our sponsorship offers because ‘offered sponsorship fails to promote the capabilities of Genesys products by relying on competing and/or unrelated technology’ [Victor’s email to us rejecting our offer] We were very sure that this is because Genesys is gave many support here. Now we know that Victor does this without companies supporting him. I work in a company that is biggest users of Genesys software in continental Europe and what Victor has created here surpasses BI and G-Force. To read Mr. Kraaijvanger’s comment disturbs me. Genesys has 100 people working on “engaging community” but he cannot spell Victor’s name rightly? A name of a person who drives Genesys internet community? I think I understand why Victor feels so “taken for granted”.

I feel that we all will benefit by broader forum scope to include ‘competing and/or unrelated technology’ and Victor please read my latest mail and think about it. We know you have Star Systems Europe in London and we feel confident our proposal based on the current events is good.

Hey guys,

I’ve had several conversations in 08 with victor via email, phone, and had the pleasure of meeting Vic in Berlin. When we have identified a problem raised by members, whether technical or commercial, we have always worked to try and address the situation. This is something we done in general for folks at the CTI forum and specifically for Victor.

The issue regarding CTI forum support is a new one and we now need to get to something more specific. There have been a few suggestions but nothing beyond that. To be clear there will be things Genesys can do and can’t do for variety of reasons as there are things that the CTI forum can and can’t do for a variety of reasons. Either way I know there’s opportunity for improvement.

Paul and I are reaching out to Victor to have this dialogue and take it from there.

Thanks! Arnaud

Hi, guys (and Arnaud)

I have to side with Arnaud on this one, because I don’t want to start bashing Genesys: this was not the intent, content, nor do I think there is much to bash Genesys for what is Genesys is not aware of already (except for perhaps still not knowing how to spell my name - you are right there, Sharm ;D )

Genesys are the good guys as far as I am concerned and I don’t want people to misconstrue this.

I do, however, I feel that Genesys has dropped the ball on recognizing the importance of this community. I cannot think of a more concentrated Genesys-oriented group of people, who make living on promoting and supporting Genesys products, thus the lack of more active collaboration and support between Genesys and this site is bewildering at best.

As I have said in my previous post, this is something that I blame myself on for not raising this issue earlier.

I am certain that now that Genesys has been made aware of this, (and believe me they were!) I think it is just a matter of time before they realize the potential of this incredible and hard-working community.

Many of you have shared quite a few ideas on what you would like to see on this forum, and I will discuss it with Arnaud shortly.

Once again, let’s not forget that Genesys are NOT the bad guys here and that vilifying them will not get us anywhere. (Plus, do we really think that they are? : )

Best regards,
Vic

We’re finding that as large as Genesys has gotten, support still feels to us as they are running it like they did 15 years ago. The problm is that there are no personal relationships to dip into for subject matter expertise. One example recently was an integration with Avaya; the “Avaya test guy” was on holiday. Nobody else appeared to have any knowledge of this integration (only is the #1 market share switch!). A hot fix was released over seven months ago, but Support apparently doesn’t have a database of hot fixes and are relying on virtually tapping someone on the shoulder via IM or email to ask if a fix has been identified. “Avaya Guy” comes back from holiday and a day later the hot fix has been identified.

The amount of cost in our organization wasted on focusing our resources on working through these fixes is tremendous. It’s getting to the point where we may send Genesys an inovice for our wasted time. Perhaps they will invest in the tools and processes to bring Genesys Support up to the 21st century. Then they will only be 9 years behind… :

I had a feeling we’ve been here before…

http://www.sggu.com/smf/index.php/topic,2145.0.html

“Bottom Line? Genesys is a world leader, expanding (imho) too rapidly, swallowing technologies quicker than they should - for integration into their own product suite to give them an even stronger hold on the expanding market of interactions, workforce management and customer insight. Taking time out to listen to the customer and thoroughly market testing their products before release would serve them well. Unfortunately, they don’t appear to have taken a breath yet and keep on running…”

Tony

Tony,
Yes, it certainly feels like “Back to the Future”! ;D

Maybe we can get Paul Segre to make an investment on a flux capacitor for Genesys Support!

Paul in Genesys Support recovery mode:

http://www.neomanox.com/blog/images/EmmetBrown.jpeg

http://www.pcpro.co.uk/blogs/wp-content/uploads/2008/06/flux-capacitor.jpeg

Now, I know I have seen everything!

By the way, people, I have been working my behind off deleting single line profanities from this thread. Please please please try to behave, ok? I have no problem with you saying “frack Genesys” as long as it is part of something more than just one liner with nothing else to add.

Idea is to discuss our problems with Genesys and let our some steam, but I have to shield Tony’s virgin eyes each time now whenever I let him browse this thread… Please, help me keep Tony’s virginity intact.

Ok, back to the thread…

In otherwords, you want us to keep the thread below 88MPH? Because at 88MPH, the flux capacitor kicks in and we’re gonna see some serious BLEEP!

Here’s a better word to use in these forums: http://www.moviewavs.com/0053665484/WAVS/Movies/Back_To_The_Future/greatscott3.wav

Agreed!!!