website?

[Phil]

As there is no information ANYWHERE for end users (other than this site on occasion) I am looking into creating a similar forum site for 'end users' of Genesys. Would anyone be interested in having a look if it goes live.


It shouldn't interfere with the posts on this site in any way.

[Tony Tillyer]

I *could* plug my Yahoo! Group again(!), but I don't really think it's appropriate to jump at every chance.

Very much like this forum, it deals primarily with development/implementation matters, rather than End User issues.

However, that's not to say that you shouldn't at least ask the question!

Hope this helps?

Tony

[Phil]

I am also intersted in creating a usergroup, where we can exchange horror & success stories, throughout the 'Genesys' World. Please let me know if this would also be of interest to anyone.

[Chris]

Sounds good to me.

[Jim]

Just remember that until the word gets out it can be slow going. Even when this forum started it was weeks between posts before it caught on.

[Vic]

Regarding Genesys horror stories I think it would be an interesting forum, but you would have to deal with Genesys, who rigorously fights for its image.

I had some idiot complain to me that this forum ruins Genesys business because I am running it on a Japanese domain. Can you imagine this? Anyway, Genesys horror stories forum should be fun, and I am sure a lot of us can post some stuff on it, but, chances are, you would spend a lot of time fighting with Genesys and less time actualyl helping the users... Of course, it depends on what exactly you are trying to accomplish, right? If getting the word out about the quality of Genesys products, then frankly, I think it would be very unfair to just bash Genesys without having other products added for comparison. And, frankly speaking, so far, I have found less problem with Genesys than with Aspect CTI, Cosmos, IPCC, ICM and some other CTIwannabees.

What is worrisome to me is the direction that Genesys is taking. What we should really consider doing is putting together an ad hoc forum to review current Genesys products, its direction and create a clout we can use with Genesys. I think that would be something we all should consider. Any thoughts?

[Phil]

Vic

I'm not out to 'bash' Genesys, I just want to find out how any issues were resolved from an end user perspective. This could then be used to prevent any further incidents and, in turn, assist Genesys in their own fight to sell the product.

With Regards to Genesys being Awkwad, are their any legal issues I need to address?

Are they protective and what should I do to ensure I am not going to end up in court?


Cheers


Phil

[Tony Tillyer]

Genesys will always defend their right to confidential information, as well as any slander/libelous material. That is, a lot of the issue resolutions will no doubt be a derivative of information received by a company that uses the support services from Genesys. Using this information "freely" on any website could easily be interpreted as breach of contract for the company involved.

I would be very wary of publishing anything that utilizes information gleaned directly from the support services of Genesys.

On the other hand, if there was an User issue which was resolved locally, I couldn't see an issue with that. If that is the case, then this Forum is the place to be! (:wink: to Vic)

Given that this forum is widely (imho) known to the Genesys community, I would like to suggest that "horror stories", relevant to Genesys Solutions could be a thread here, rather than being given to a smaller, less discerning audience elsewhere on the web. Vic has obviously had some runins with Genesys but he has fought on you could certainly utilize this site for the intention of helping others not to make the same mistakes, without Genesys getting too shirty about it.

What'd'you think?

Tony

[Superglide]

Oddly enough I like the way things are run around here. If I have a problem or question about Genesys then I find that the very act of posting the question and getting the feedback ends up drawing upon the �ehorror stories�f of others as they faced and resolved similar problems.
Personally, I�fm not interested in �ghorror stories�h. We all have at least one to tell, but in the end they add little value in keeping our business solution up and running and expanding.
What would be a good idea though, would be to have a few �eSubject Matter Experts�f on the forum. We all have good Genesys knowledge but some tend to have expertise in specific areas. (for example one of the things I know well are the Avaya PABX systems).

[Phil]

I mainly use WFM, which is, I suppose my gripe, as there seems to be no assistance anywhere regarding this (other than Genesys direct)

As I mentioned before, this site is second to none, from a technical perspective on cc pulse, routing, cme, brio & outbound (of which I have some knowledge), but who is going to help me with subjects like: 'how do I book holidays in WFM that will allow several agents time off during different parts of the day without affecting the limit's set in the planner'.

What I propose is to make WFM questions the main feature along with any other end user issues, thus not affecting the postings on this site.

Your Thoughts?


Phil

[Jimm]

Have you tried some of the other Genesys user groups:
http://groups.yahoo.com/group/GSUG/ and
http://groups.yahoo.com/group/GEUG/?

I've found them to very helpful about answering posted questions. They have quarterly teleconference calls where you can get a wide range of opinions and advice about various products.

You do have to join the groups, but they can be an excellent source of technical info.

[Tony Tillyer]

Make a Yahoo! Group for yourself/WfM User Issues?