Hi,
Very cool point of view. And as we also say "Genesys consultants need Genesys to be difficult for customers if not they wouldn't have their jobs"
However I also like to teach (or try at least) at every implementation to the customers all what Genesys can do, the main problem i always face is that as this tool is new to them when you start talking about strategies, doing examples, scripts, etc etc they doesn't really understand you at all as this is a very complex tool usually compared to what they were managing before.
To your proposals:
[quote]1. taking advantage of Genesys framework and routing to develop self-maintaining, fault-tolerant, dynamic and scalable solutions without purchasing new licenses or relying on third-party products
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I'd like you to answer honestly, if you saw this the first day of installation, would you have any idea on how to apply it or what it can really do to you? Or better say, how to use the example at a full level? For what I have been doing this last two years I see customer always move their old base to the new one as it is and some times with minimal changes, after that it is when new functionalities begin to raise and begin to ask. There is where we for the experience and knowledge we have (with or without trainings) begin to do suggestions and propose ideas.
[quote]2. customizing CCA reports to look like standard Avaya CMS (Why there is no standard Avaya CMS template in Hyperion after all these years is beyond me) [/quote]
Why not better an Alcatel Based Template? Or a Nortel one? Or Mitel? The idea of Brio standard reports is that the customer looks the power of what they can begin to do and get. You may want some Avaya similar reports (i can guess because you used to work with that before Genesys) but some other customers may not want it.
So as I always say to the customers, this is only an example, and have a lot of usefull information for them, but also a lot of useless information for them, however that useless information can be usefull to another areas. What I do here is give a training (after 2 months they have been working on the tool) on reporting creating new and advanced statistics. And believe me, when i did this trainings on the phase of installation they many times had no idea or clue on what to use them or the advantage they can get. After a time i did recall an example, they always said: "Ahhh true! now i remember...."
[quote]3. anything else that 7.5 can offer to further reduce our dependence on other hardware and software.
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Again, this is depending on your PBX, on your business model, on how you work. Explaining this issues can be as hard and long as trying to explain why Linux and not Windows and Viceversa. Both OS has some cons and pros. Same with Genesys, it depends a lot on what you specifically need and do.
For me the best is to try to let the customer all the things he can basically do, however all solutions doesn't apply to all customers, that is why Genesys is so flexible and that is the real benefit. You will always need a consultant and a developer to do the initial job. So should be no fear from us for letting the customer know the benefits and tools he can use. However trying to sell or make that a customer use a rocket when he rides perfectly with a nice car can be too much and even when the rocket is much more quickly and powerfull, if he only needs a car he will not understand the use of the rocket and neither why pay so much for it.
Your needs are the ones that make us think on solutions. We can't offer you a solution that you don't need.
Regards and keep enjoying this forum. =)
