What do YOU think of Genesys?

[Paul Roberts]

Hi All,

2008 is a big year for Genesys and particularly our customer programs. At the back end of 2007 we launched the [b]G-Force Network [/b] customer program, implemented a new customer welcome kit and launch new activities such as customer insight webinars. I would love to hear how you think we are doing so far. Have you seen an improvement?

We realize we have a long way to go and have many plans in store for you. It would be great to get a feel for how we are doing right now however. The in vogue indicator appears to be [b]Net Promoter Score [/b] and while there are obvious floors to this methodology and this is not the best manner in which to ask such a question, I would love to get a feel for what YOU think! Please feel free to rate us on the question below:

[b]How likely is it that you would recommend Genesys to a friend or colleague?[/b]

On a 0-to-10 point rating scale with "0" representing the extreme negative and "10" representing the extreme positive

I look forward to hearing from you.

Best Regards, Paul

[mark]

Paul,

I think it will be hard for most people to be able to give you a score which is really useable. There are so many different installations and ways of using Genesys out there, that only the people that have worked on various would be able to give a score that is relative to what you want.

For example, some people will use Genesys for everything, others just to make routing decisions then let the switch do the skill targetting etc.
Some people only have experience at a very basic level, some at a very detailed level. Some people know Genesys from a switch job, others from Genesys specific jobs.

It might be worth creating a small questionaire to go along with your main question, so that you can group the answers and have something more meaningful to work with.

Not wanting to say that some people (with limited experience) are not worth scoring, because everyones opinion is worthwhile here, but wanting to make sure that you get the most from the results that are given.

Mark

PS - I would say 6 at the moment :]

[tony]

Paul,

Echoing Mark's comments; There are several levels of "User", in the realm of Genesys Solutions.  You might want to consider the following;

Procurement Manager
Business Manager
Customer Services Manager
Business Analyst
System/Solution Architect*
Technical Analyst/Designer*
Developer*
System Quality/Test*
Service/System Implementation*
System Integrator*
Operational Support*
Customer Care
Service Level Support*

(*- the types of people you find on this Forum...)

- Maybe if the question were split into these roles/categories, your responses may become a little clearer.

Tony

[MarcRobinson]

I'll tell you the same thing I tell everyone else:

If your call center is simple and small, stay away from Genesys because it's more complex than you need, and the licenses are overpriced. But if you have complicated routing decisions to make, or a very large number of seats (and can afford the licenses), or you have to deal with a wide variety of equipment and configurations, then Genesys is for you. But be prepared to spend a great deal of time and effort setting it up, and possibly also maintaining it.