Genesys Service Providers/Integrators

[tony]

Hi everyone!

I'm not one to shy away from contentious topics, so...

Does anyone here have Genesys experience [i]within [/i] an organization, rather than as part of a supporting service?  What I mean is; as a permanent member of the IT Staff, rather than a member of an SI or supporting organization who has "customers".

I'm gathering together my thoughts on SI's and SP's and supporting entities, in relation to the actual "value-add" from these types of entities and I'd really appreciate some input from a more general viewpoint.  I'm thinking of things such as;

First Line Support
Second Line Support
Third Line Support
Quality Assurance
Service Levels
Issue Resolution
Issue Escalation
Service Recording and Reporting
Service Reviews

So - for those of us on the "inside" of a Genesys deployment - what are your views on the services provided by your interim technical/support providers?  I'm not asking anyone to name names (!) and I'm not trying to start off a flaming thread but I really would like to know what others think about those external agencies who support their business, as a whole.

Thanks!

Tony

[Tambo]

Hi Tony,

I'm part of a team that was selected from within our company to implement and control Genesys. What can i help you with?

[tony]

Thanks Tambo,

Perhaps I'll take this off-line - I wanted to ask about your experiences with SI's through Projects and Deliverables, etc.

I'll PM you, if that is OK?

Tony

[Tambo]

Not a problem Tony

Tambo

[tony]

Thanks - done!

T