Genesys trends?

[cavagnaro]

Hey Vic,
Very interesting POV and very well detailed. For me, I see and feel that Genesys lose that point of empower your solution with buy my solution when SIP Server was borned, they got greedy...even with us as VAR and "Partners" they can go all by themselves to our customers and try to sell their SIP Server and even try to replace the PBX we already have with the customer...creating a terrible environment for us, because now I have not only to fight to introduce more Genesys products but now I have also to fight in order for the customer not to remove my PBX platform which has hundreds of extensions and impact on my operations...that simply sucks. That is one of many reasons that now we don't speak about many projects with them unless we have all closed with the customer and emphasize that by X reasons if the project doesn't need SIP then don't sell a SIP Server...if it is needed later, great! My solution can provide SIP by default!
How Genesys became to be is a bad move in a long term, they are not PBX designers and don't have all the experience needed that Avaya/Nortel, Cisco, Alcatel do have. They might have retained some ALU engineers but much more is needed I think.
By now on some customers who have Avaya, Cisco we don't go to offer voice anymore as it is hard to remove an existing platform, we just go with MCR and show them that we don't need to replace anything and even we can integrate with their existing voice solution and they very very happy that we don't try to push off their existing solution, once we are there we do demonstrate the power it has and then they begin to ask by themselves to get their voice too on small projects. That is nice, but again Genesys fails to help

[victor]

Cav (who is in Chile),

I cannot agree with you more. What you have described is so true. This reminds me of last spring.

We are working quite a lot with a major CRM maker, and it is a matter of time (bar a major mistep on that maker's part) before they will blanket the country here. With this maker, we work on Avaya. Asterisk and other proposals. Would it not be great if Genesys also be considered? Yes, it is hard to believe, but actually, Genesys was really under-represented, to say it mildly, there.

So, I insisted that this CRM company meet them. I met with Genesys, pitched the idea, they gladly agreed, and we had a meeting. Then two. The premise was simple: we know both that CRM and Genesys, so it would be a win-win for everyone involved to work together. We then pushed CRM product-Genesys with our support to our partners.

And then, it turns out, Genesys started meeting without us.  Which is fine, after all, it is their prerogative - they are a multi-national company with global ties to CRM company. They decided not to use us - fine. Still, I think this clearly showed their attitude toward everything. Genesys really forgot that their success lies in their ability to enhance, augment, and interface. While on paper, technically, they have retained this capability, in real life, this is no longer true.

I agree with you, Cav, whole-heartedly. Genesys wants to take the lead, it wants to be in control and have the final say. This is great. Who am I to tell a $1B company how to strengthen their market share? I just wish Genesys would actually be decent enough to tell the rest of the world about this.

I like when someone is marching to the beat of their own drum.

To do this, on top of the will, you need to know how to march. And you need a drum. What Genesys has done is to tell everyone that it will march to the beat of their own drum, and then placed itself behind a well-trained and dedicated marching band during a town parade. Without a drum. And without putting too much effort into training how to march.

Will they be noticed? Absolutely. Will they be noticed the way they have hoped? I doubt it...

[hsujdik]

http://www.genesyslab.com/news-and-events/press-releases/genesys-to-acquire-leading-cloud-based-self-service-contact-center-provider,-angel,-from-parent-microstrategy.aspx

[victor]

This is sad, because what Genesys did was acquire 800 customers. If anything, I would think that Angel.com clients are now a ripe target for competitors to take a swing. Novartis come to mind as the first one that everyone will go for.

It seems like most of these clients have Salesforce as part of their solution, which makes me wonder if Genesys is trying to get a lead on others in SaaS by leveraging Salesforce to its advantage?