Look and Feel of Genesys Desktop (GAD) 7.6

[Gitanjali]

Hi All,

Is there any possibility to change the Look and Feel of Genesys Desktop (GAD) 7.6,
background color using some come configuration options or modifyinig stylesheet .
Please suggest.


Thanks in advance

[Steve]

As far as I know you can only really change the text colours and the size of the text in the editable fields. These are documented in the Desktop Deployment Guide.

There is a FR with Genesys to allow variable font sizes. 

[Luk]

Hi Gitanjali,

Apart from the configuration options Steve suggests, you could always modify the CSS stylesheet of GAD (somewhere in installation directory). BUT, keep in mind that after changing core GAD files like that one, you loose support and you would have to apply the changes every time you upgrade GAD

Best regards,
Luk

[TTom]

Does anyone have a snap shot of the Genesys desktop in action?  I want to use but can't find a good screen print of the application.

Thanks,

[Gulden_NL]

I second that, I was just looking for a real screen shot, but don't seem to have one.  Would be a good artifact for here!

[Sam]

We have modified the look and feel of GAD slightly and here is a screenshot with the changes. Our team can do more.[attach=#]

[victor]

[quote author=Guilden_NL link=topic=3588.msg15901#msg15901 date=1231714985]
I second that, I was just looking for a real screen shot, but don't seem to have one.  Would be a good artifact for here!
[/quote]

Hi,

modifying the look and feel of GAD is painfully easy - do you have any particular requests - I was meaning to post "HOW-TO" guide, and now that someone actually cares enough about this, I guess it is time to do it.

The great thing about GAD is that you do not need to really need that much programming experience to customize it. A few changes here and there, and while CSS may sound like a really scary thing to approach, it is less of a programming and more of just replacing the values inside a text file.

What do you want to modify?

On a side note : I am not a particular fan of GAD. The problem that I have with GAD is that it actually is that it does not feel like a solid application. I know that I am probably going to have a lot of people disagree with me, but it was not really designed for a call center in mind other than something to show up pop-values. I find it sluggish, lacking the necessary features for call center expansion,  amd taking up too much space with little benefit. In real call centers, softphone is a mere interface between PBX and CRM, meaning that if many if not all call centers, you don't even see it. Obviously, GAD was meant to combat that by giving Genesys better visibility on a client desktop, which is good for Genesys but in many cases ends up being costly for the user.

There are instances of when GAD may come in handy, especially for smaller pop-up only call centers, but inevitably, as number of seats go higher, and screen customization gets more complex, I found myself on more than one occasion migrating all of GUI to that company's standardized application, whether or not it is PeopleSoft, Siebel or a simple in-house web-based entry form.

Vic







Best regards,
Vic

[Gulden_NL]

Vic,
I think the key is this: "I found myself on more than one occasion migrating all of GUI to that company's standardized application, whether or not it is PeopleSoft, Siebel or a simple in-house web-based entry form."

In healthcare especially, there hardly ever is a standardized app in the call centres. We have a customer with 4,500 seats that has approximately 20 apps in every shape and form: 3270 term screens, mini fat client custom apps, plenty of web form front end to apps, etc.  I used to head up a couple of very large Siebel practices and getting customers like this to standardize is one of the toughest things in the business world.  And there are plenty of spectacular failures of trying to implement Siebel (and plenty of other apps as well, just that I know most of the Siebel failures.)  A 4,500 seat Siebel deployment with standardization for a healthcare company could cost between $10-20M and risk for failure is quite high.  So now you know why I got out of the desktop CRM business!!!!  One of my current customers with a 2,000 seat Siebel implementation hitting $30M before the CEO pulled the plug.  I also know of a 6,000 seat deployment hitting $48M before the CEO of that company pulled the plug and then having to sell the company due to their spectacular failure. 

We're looking at GAD to provide the screen pop, then hooking into these disparate apps via GAD. We just succesfully implemented exactly the same thing at this customer's competitor last year and though it is not the best way to run your business, it is a low risk, reasonably priced way to get to the end result for customer experience.  If I were CEO of a healthcare company, I would be a dictator and drive standardization for all the right reasons.  But unfortunately healthcare companies seem to be one of the worst to be able to get everyone on the same page.  Hence the need for a good dictator!

[victor]

Hi,

thank you for your detailed explanation. You have a very good point regarding developing a standardized application across the whole business. It is a profitable business if you ensure that risk factors you have identified are properly addressed. A never-ending CRM implementation is rather scary to say the least.

The way I see it is GAD would be good for a stand-alone package, without integration with the rest of CRM, because it is much more expensive than if you have just rolled out a softphone and then created the necessary screens whatever CRM/CTS system the client is currently using.

Since if you want to integrate GAD with CRM you would probably embed it and migrate all the fields in GAD to fields into CRM screen, GAD becomes just an overpriced softphone interface doesn't it? Or what am I missing?

Best regards,
Vic