Wow!!! Cavagnaro, you sly little devil!!! Great idea!!! Writing it on the whiteboard? Way to go! I owe you a coke, beer and/or a bag full of attached data when I see you!
Thank you for the heads up on sggu.com. I have never realized how ugly it was, because by defrault I go directly to sggu.com/smf ! I have modified it so that typing sggu.com takes it directly to the forum. (I am still learning the ropes, so, I am using cPanel Redirect... I wonder if there is something better and more robust!)
I think that if everyone who goes to training would mention this site, it would be enough to make the server puff smoke!
There is an inherent problem with Genesys devzone and other support sites and it has to do with the fact that Genesys is charging users for support. Offering the same support for free would put their current business model in jeopardy. As for devzone, I think that given the fact that they have Professional Services, I doubt they would be offering the same level of support regarding development as they would with their PS. It seems to be that devzone was developed as a PR move to promote use of Genesys SDK and user acceptance that it is no longer free.
Needless to say, I doubt that it would be in their interests to discuss other technolgies and competing products out there.
In all fairness, Genesys is doing a great job working with many platforms and supporting its users and there is no question about it. The reason why I am still using them as opposed to Aspect, Cisco or Avaya is simply their superior technical support and understanding. But, at the same time, considering that most of their re-occuring revenues come from support fees, there is a limit as to how much they can offer for free without having users demanding for a multi-tier fee structure for support, such as: upgrades only, q&a regarding potential problems with operation, development-related questions, reporting-related questions, catastrophic/emergency support, etc.
Right now, I am only aware of 15% and 24% percent of total purchase cost tiers for 9-6 and 24 hour support respectively, out of which Genesys vendor takes a bit less than a half. Having seen different sorts of vendors where some just throw all the questions to Genesys and others actually doing their homework and using Genesys as a second-tier support, it is natural to assume that some vendors are demanding that they pay a lesser share based on their level of involvement.
So, I think Genesys is quite aware that an active user forum on their own site supported by their own engineers will cause a lot of headache to the sales people and this is a main reason why they never head it until our forum took off and starting making an impact. I still would love to see more of Genesys people participating in supporting some of the questions here, since after all, we are making their lives easier as well.
Please tell me if there is anything else that you think we should modify!!!
Best regards,
Vic
P.S. Some of our people are installing GVP and man... it is like IR and Strategy Builder and Strategy loader in G5.1.5!!! Way too cryptic and poorly integrated. What is your impression with it so far?
