(this is a split from a different thread, where conversation suddenly turned toward where Genesys products are developed)
Is Genesys’ development done in Kiev??? I thought it was Daily City…
Don't get me started..... Too many chiefs, not enough indians, as the saying goes.Credit where credit is due, I’ll buy the boys in Kiev a beer if I ever get to meet them.
Wyn
It seems that some of the European 2nd/3rd line support is done from Kiev.
Vic, you just gave me an idea for another thread - where are the components developed?
Definetly right..it seems Genesys has outsourced 2nd/3rd level tech support and some products development to Miratech, that is based in Ukraine; check http://www.miratechgroup.com..
One question, what is 2nd and 3th level for you? 1st level for me is myself, second level a genesys tech guy whith some more knowledge (not always) and third level is engineering. If so this means Genesys is no longer developing Genesys???
I’m not 100 % sure but I think that Genesys TechSupport is divided into several levels:
Tier1 - ticket administration (checking for valid maintenance etc.)
Tier2 - that’s the person you’re in contact with - updates the ticket, requests for information from your side, doing log analysis etc.
Tier3 - doing deeper log analysis, trying to reproduce the issue, communicates with Eng.
Engineering = developers
R.
According to Rene’s list I’d put the Kiev boys at Tier 3.
Raises the question if Genesys have their own skilled TS people in Europe.
I am pretty happy with T3 people - they sure know their stuff and work their hardest to get it fixed. No matter what they get paid, I think it should be doubled. AT THE EXPENSE of T2 (regional offices).