What do you think of Genesys?

[Genesys CTI Forum Administration Team]

[size=8pt]As a special courtesy to Paul Roberts from Genesyslabs, we are running a Genesys user evaluation poll to help them get a better understanding of how Genesys user community sees their recent efforts.
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From Paul Roberts@Genesyslabs

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

[tgarrett12]

2- Working on the platform has made my life very difficult. Everytime I talk to a Genesys representative- I get maybe answers- maybe it is this or maybe it is that. I get more help from the forums from other users. We first got the Genesys product installed 2 years ago. The installer installed it but did not train anyone on it. Not only that,  we had issues from the install that were never resolved. Recently, we had the Agent desktop installed. Another nightmare. We told the sales rep exactly what we needed and what we received was not even close - for reporting, configuration - anything. It seemed no one communicated from the sales process to the installation process. The project managers hide behind the "well, the SOW stated" line - rather then really looking at our configuration and working with that. My suggestion is when you go to install a new site, or a new product at an existing site- confirm there are no exisiting issues before install. If there are, help the customer, even state here is what needs to be done prior to install, so that when the new product is installed- you are not compiling the issues for the customer. It seems no one really knows how to configure everything - this person does this and this person does that, and neither talk to each other to help your customer base. The product could be so much better with a better customer support staff, who respond faster than a couple of days. and even then getting that dreaded "maybe" answer. I know what this product can do & I know it could be the best but no one really takes the time to look at the Customer Service side of it. I work with customers all day on a retention team, the best tool we have is true customer service- first call resolution. You may consider creating this kind of environment were there seems to have some kind of accountability. Creating a solution based environment for your own company in dealing with customers. There was a saving grace to this nightmare- David Smelser. He worked well with us in at least trying to resolve our issues until he had to move onto other projects.

My intention is not to be rude or harsh but I think your company could be doing better both sales wise and by word of mouth sales if you could take a look at your internal workings.

[cavagnaro]

Eh....Genesys goes to your site only if you or the partner contracts Genesys Professional Services. Even those engineers doesn't know everything of everything as it is impossible, what they and we do is to know where to look and what to look for.
If the customer doesn't have their needs defined then its impossible to  know what he wants, I always start with what is on the box because as this product is new they(customers) almost doesn't know what to expect or want to ask.
About training, as I mentioned once, I do give a very basic training, however the good handle of the tool must go with a complete and correct training on the user side, however this usually costs.
Maybe you just got a bad saler/installer.

[Tom]

then I wish you  had come by. They did come onsite for the install. We requested someone who could speak clearly- That didn't happen. On the pre install call- they asked us " so do you want a screen pop?" I was dumbfounded. They only gave 8 hrs for reporting support- We described very clearly what we needed. So the 8 hrs was a waste. Then after all of being said and done- it felt like - "we got our money- too bad" Now, I am sure that is not what is intended but again it comes down to good customer service in trying to resolve the issues. What might be a suggestion is have the customer fill out a survey of their environment and use of the product to get a better understanding of what they are trying to accomplish. What they have and a wish list of what they need. The wish list might actually show you what they are not getting in their current environment that they maybe should be with what they have. just a suggestion......

[cavagnaro]

Well we and Genesys I'm sure do a discovery session before starting to install. Here customer needs are listened and try to reach to an understanding as user may want a rocket but not an option for the initial phase of the proyect.