Genesys Support - getting better or worse?

[tony]

I pushed Genesys Support once for Mission Critical Support.  I outlined some local processes that they might want to deploy, aside from SCS/SCI which not only Alerts but also takes reporting actions, by gathering;

A snapshot of the environment.
A Log File Extract for the Mission Critical failure.
Any other associated logs (OS System Logs, etc.)
Anything else that their Support Engineers might need to assist them to resolve the issue immediately.

- My idea was for the component to locate and extract all of these items, ZIP them up and ship them off to Genesys (via (S)FTP), alert them as to the Mission Critical Failure, automatically logging an SR and confirming the actions taken to the Customer, without local intervention.

I really didn't think this would be difficult to achieve - I wonder what happened to the idea... 

Tony

[Dave]

Tony, take a look at http://www.genesyslab.com/services_support/ExpertOperations.pdf

The Expert Operations team provides Mission Critical Services as an additional service offering beyond standard technical support.  This has been around for over a year now.

[mike kamlet]

All this "mission critical" support is a nice concept -- but as I told Genesys -- Step 1 is is insuring engineering builds the apps for "mission critical".

I can't comprehend how they built things like the 7.6 T-Server that were not backward compatible and required taking down both the primary and backup in order to do an upgrade...

And don't get me started about URS :-)

[Adam G.]

MCS, mmmmmm, well I guess Genesys got their message across to their customers about it. NOT!

[tony]

Oh dear oh dear oh dear....

Here is what I know from my previous attempts to "help out" Genesys:

1.  I approached Genesys about 2 years ago and suggested a higher level of support for critical items and they listened to what I had to say about how they could go about it - but refused to raise an FR. Diane said "we'll see"... Then, about 6 months later Diane told me they were looking into the possibility of MSC.  Then (and only because this is in this thread) I find they they have released MCS as a costed service and they didn't even bother to tell me about it...

2.  Would I mind helping Genesys determining the tools, content and layout of their updated Better Interactions Forum?  Yeah I did that, too.  As soon as they decided on vBulletin and took some advice and pointers about the content and layout and the pilot was over, Jose dropped off the radar - last note from him was July last year...

- I am just so pi$$ed off with the "take! take! take!" attitude of Genesys.  I'm usually a gentle soul but without recognition for any of the assistance, advice, guidance, consultancy and feedback they get from us (and I do mean the contributors of this Forum) it would appear that they are spot on when they point out that "us lot" are "just the fans".

I doubt this will go anywhere but I can hope that someone with the accountability in Genesys takes a long hard look at how they recognize their supporting engineers customer base for the advice and input based on [b]real-world experiences[/b] that they "absorb" and then use to enhance their opportunities for sales and services...

[i]Sorry for my baDdeR engLish but I get that way when I'm rattled![/i]

[Adam G.]

Tony,

Firstly to use an old 1980's phrase 'take a chill pill'. The other point it just shows there is a significant level of [b]arrogance[/b] shown by a significant minority of Genesys employees over the years. I know of a number of ideas that have been discussed with Genesys and then later 'stolen'.

Chill,

Pavel

[victor]

Pavel, Tony,

may I ask why it is "stolen"? Based on what I read, to me it is simply an implementation of what Tony has asked...
What am I missing here?

[tony]

OK OK - chill pill taken!

An FR is tracked - it would have come from me, personally.  The concept of an automated monitoring service was what I wanted to request and it was refused. Lo and behold, some months later it's being sold as a premium service.

I don't mind that it's been produced - I do mind that my concept was "shelved" and then implemented and is being sold and I was not informed.

The reason it is "OK" is that I have learnt something.

Tony

[Adam G.]

Vic,

I don't want to get into trouble by discussing 'stolen' ideas on a public forum because the only people who win in these circumstances are the lawyers.

One example I will use is The Wire. Why do you think the magazine was publicly launched in a rush? It was because Genesys were informed via this forum what was planned and obviously I didn't want the idea stolen from me.

Pavel

[victor]

You know, I am seeing a bit of myself in all of these posts. No, I am not talking about stolen ideas or having fur and visiting Minsk for a stag party.

What I am seeing is an attitude that is starting to see Genesys in negative light. And we are not talking about technology here. Genesys corporate culture is something that has been a big question mark from very beginning. Until mid of last year, I was very frustrated with Genesys Japan and I thought it was a pretty good example of how Genesys as a whole was. Boy was I wrong! Meeting Paul Roberts, his boss, and then Mike McBrien, Paul Von Fischer (in his new capacity ) and quite a few other people changed my mind. Since major restructuring in Genesys Japan last year, I have nothing but good things to say about them these days.

It seems like there are always few rotten seeds everywhere and in many instances it is mere mis-communication or inability to get the right channel within Genesys that leads to total breakdown in communication. What is really sad, thought, is that while we are fuming over a particular issue, the people who care the most about it at Genesys are not even aware of it! So, my advice would be to really raise the problem and make sure that it is being heard, because chances are, they really want to know about it.

Wow...look at me pouring praise on Genesys.... wow... but hey, what is true is true.

[JF]

I found the problem a couple year ago. the problem from Genesys is : hierarchy. Well ,you know the ownership is french compagny Alcatel. French people like the hierarchy. Sometimes it could create some problem.

Ex: I got a problem with purge in Datamart. The problem was painfully for Database backup. I created the ticket as high. Nothing is moving forward. I got the opportunity to discuss with Genesys develop. He was from Russian, good person. He told me my problem was very easy resolve. The reason why he was not able to fix the priority of the ticket was not at critical. I asked them how long it will take to resolve my problem. I told me half day. After I met him i increased the priority.I got a call next days with a fix available.

Tip, if you are not satisfied from you ticket don't hesistate to escalade your ticket. Ask them how long they could get fix your problem. You should laughing about hierarchy and go directly to the right person.

For the french people I offended. Sorry about that but this is a fact. I could undestand because i'm french either  

JF

[cavagnaro]

Hum...Alcatel support has nothing to do. Genesys support is very separated from Alcatel support, I know because I use both.

[victor]

I just heard something that totally must have scared the living "pants" out of Genesys. I think the person who told me this will probably mention it here as well... Until then, all I got to say is...HOLY MOTHER OF GOD.

[Adam G.]

Stop with the teasing Vic!

[tony]