How can you study Genesys?

[ittgx]

I'm a networking engineer and interested in Genesys Contact Center products. But I cannot find any information on the internet.
What I hope to have is the Genesys software which can be installed in Vmware and a installation/lab guide which can help understand how Genesys works.
Please kindly let me know your suggestion. Thank you in advance.

[cavagnaro]

Can be done but licenses is your limit...Genesys is a premier software, no freely available.
Your employeer must send you to trainings and be a partner.

If you are a freelancer...don't see exactly how would you enter Genesys world without access to any support.

[ittgx]

Thank you.

That's exactly I'm asking for. It's a pity that we cannot study it ourselves. I tried Genesys University but it's nothing there as well.

[cavagnaro]

But why would you wanna get it? As a newbie without experience there is no job for you...Genesys freelance guys like any other application need to be an expert on to get a job...
You may like it as concept, but to work on? Don't think so...

docs.genesyslab.com has all documentation, you can get concepts but useless without experience on the product itself.

[Adam G]

It would be good for you to understand that Genesys has long been a closed-loop market.  Training, software and products are only available to Genesys' clients and resellers.  The majority of engineers have worked at or with a client or reseller, to have had access to the training and materials available.

The Platform(s) and Solutions are complex - and, as Cav says, there is no substitute for experience.

If you really want to get "into" Genesys, you would have to convince your (current) employer to approach them, to obtain any level of DEV software.  I don't think they would be willing to do that, just to satisfy your curiosity(?)

There are guides out there (I know - I wrote some!) - but they generalise on products and services from a high-level - not the low-level engineering aspects that I think you might be looking for...

[mduran22]

I am also a (former) Cisco network engineer and have spoke with the Genesys training folks about looking at a open training model like Cisco or Microsoft. As said by the others, I got a little lucky with some CTI experience and got brought on by an employer that was using Genesys and sent me for training and gained experience. If you really wanted to learn you might even call up Genesys and see if you can get some dev/trial licenses to "evalulate" the software (there's Genesys guys on here so I am sure I'll be in trouble any moment).

A couple of things to keep in mind though from learning Genesys. Genesys is much more of a application/development with some configuration and install. However if your not working for Genesys, a partner or as a contractor the install and config can be few and far between (I guess that can be true for Cisco as well). If you want to get into development it does help to have a little programming knowledge especially if your looking to get into the SDKs or even composer. The other option is to become fluent on administration and knowledge of WFM or Info Mart (data analytics/sql/UI integration from my experience). You will also have to become familiar with the Genesys TLib structure, events, commands, routing functions, etc (again depending on what you want to do, but understand TLib commands and events was essential for me).

The other thing to keep in mind that Genesys is not as ubiquitous as Cisco, obviously not even close, although they are growing. The thing it usually comes down to with Genesys is cost and complexity vs flexibility, control, and functionality. I can honestly say I haven't worked on anything as open, flexible and powerful as Genesys, especially in contact centers (or centres depending on where you are from). However I have also hear people (including the voice in my own head) wonder if you pigeon-hole yourself into a specific product. i.e. if you know OSP, spanning tree, BGP, addressing, etc it translates to Cisco and other networking products. If you learn Tlib, Info Mart, Stat Server, TServer, etc, those are all pretty proprietary to Genesys and really aren't portable (except maybe some of the programming concepts). So from a technology standpoint if you have the aptitude and desire to learn there is Genesys work out there, but sometimes you have to be willing to move, contract, travel, etc and it can be fun and rewarding. However there have been times when I have asked myself why didn't I just get my CCNP/CCIE and stick with networking.

Probably more than you wanted to know, but that's my take.

[ittgx]

[quote author=cavagnaro link=topic=8843.msg39419#msg39419 date=1431660491]
But why would you wanna get it? As a newbie without experience there is no job for you...Genesys freelance guys like any other application need to be an expert on to get a job...
You may like it as concept, but to work on? Don't think so...

docs.genesyslab.com has all documentation, you can get concepts but useless without experience on the product itself.
[/quote]

Thank you. Will read the docs and start from there.

[ittgx]

[quote author=adamgill link=topic=8843.msg39421#msg39421 date=1431675791]
It would be good for you to understand that Genesys has long been a closed-loop market.  Training, software and products are only available to Genesys' clients and resellers.  The majority of engineers have worked at or with a client or reseller, to have had access to the training and materials available.

The Platform(s) and Solutions are complex - and, as Cav says, there is no substitute for experience.

If you really want to get "into" Genesys, you would have to convince your (current) employer to approach them, to obtain any level of DEV software.  I don't think they would be willing to do that, just to satisfy your curiosity(?)

There are guides out there (I know - I wrote some!) - but they generalise on products and services from a high-level - not the low-level engineering aspects that I think you might be looking for...
[/quote]

Thank you for the great advice.

[ittgx]

[quote author=mduran22 link=topic=8843.msg39425#msg39425 date=1431718078]
I am also a (former) Cisco network engineer and have spoke with the Genesys training folks about looking at a open training model like Cisco or Microsoft. As said by the others, I got a little lucky with some CTI experience and got brought on by an employer that was using Genesys and sent me for training and gained experience. If you really wanted to learn you might even call up Genesys and see if you can get some dev/trial licenses to "evalulate" the software (there's Genesys guys on here so I am sure I'll be in trouble any moment).

A couple of things to keep in mind though from learning Genesys. Genesys is much more of a application/development with some configuration and install. However if your not working for Genesys, a partner or as a contractor the install and config can be few and far between (I guess that can be true for Cisco as well). If you want to get into development it does help to have a little programming knowledge especially if your looking to get into the SDKs or even composer. The other option is to become fluent on administration and knowledge of WFM or Info Mart (data analytics/sql/UI integration from my experience). You will also have to become familiar with the Genesys TLib structure, events, commands, routing functions, etc (again depending on what you want to do, but understand TLib commands and events was essential for me).

The other thing to keep in mind that Genesys is not as ubiquitous as Cisco, obviously not even close, although they are growing. The thing it usually comes down to with Genesys is cost and complexity vs flexibility, control, and functionality. I can honestly say I haven't worked on anything as open, flexible and powerful as Genesys, especially in contact centers (or centres depending on where you are from). However I have also hear people (including the voice in my own head) wonder if you pigeon-hole yourself into a specific product. i.e. if you know OSP, spanning tree, BGP, addressing, etc it translates to Cisco and other networking products. If you learn Tlib, Info Mart, Stat Server, TServer, etc, those are all pretty proprietary to Genesys and really aren't portable (except maybe some of the programming concepts). So from a technology standpoint if you have the aptitude and desire to learn there is Genesys work out there, but sometimes you have to be willing to move, contract, travel, etc and it can be fun and rewarding. However there have been times when I have asked myself why didn't I just get my CCNP/CCIE and stick with networking.

Probably more than you wanted to know, but that's my take.
[/quote]

Much appreciated. Genesys is doing well in contact centre market.