Genesys Support - getting better or worse?

[sharm]

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.

[Arnaud]

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

[victor]

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  )

[color=red]Genesys are the good guys[/color] 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

[Gulden_NL]

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....

[tony]

I had a feeling we've been here before...

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

[i]"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..."[/i]

Tony

[quote author=Guilden_NL link=topic=3817.msg17282#msg17282 date=1236798022]
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... <SNIP> [/quote]

[Gulden_NL]

Tony,
Yes, it certainly feels like "Back to the Future"! 

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

Paul in Genesys Support recovery mode:
[img]http://www.neomanox.com/blog/images/EmmetBrown.jpeg[/img][img]http://www.pcpro.co.uk/blogs/wp-content/uploads/2008/06/flux-capacitor.jpeg[/img]

[victor]

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...

[Gulden_NL]

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: [url=http://www.moviewavs.com/0053665484/WAVS/Movies/Back_To_The_Future/greatscott3.wav]http://www.moviewavs.com/0053665484/WAVS/Movies/Back_To_The_Future/greatscott3.wav[/url]

[victor]

Agreed!!!!