Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on September 11, 2007, 08:51:32 AM

Title: Where is Genesys Developed
Post by: victor on September 11, 2007, 08:51:32 AM

(this is a split from a different thread, where conversation suddenly turned toward where Genesys products are developed)

Is Genesys' development done in Kiev??? I thought it was Daily City...

[quote]
Don't get me started..... Too many chiefs, not enough indians, as the saying goes.

Credit where credit is due, I'll buy the boys in Kiev a beer if I ever get to meet them.

Pavel[/quote]

Title: Where is Genesys Developed
Post by: Adam G. on September 11, 2007, 12:18:07 PM

[quote author=victor link=topic=2428.msg9313#msg9313 date=1189500692]
Is Genesys' development done in Kiev??? I thought it was Daily City...
[/quote]

It seems that some of the European 2nd/3rd line support is done from Kiev.

Vic, you just gave me an idea for another thread - where are the components developed?

Title: Where is Genesys Developed
Post by: Fra on September 11, 2007, 05:22:34 PM

[quote author=Pavel link=topic=2428.msg9315#msg9315 date=1189513087]
[quote author=victor link=topic=2428.msg9313#msg9313 date=1189500692]
Is Genesys' development done in Kiev??? I thought it was Daily City...
[/quote]

It seems that some of the European 2nd/3rd line support is done from Kiev.

Vic, you just gave me an idea for another thread - where are the components developed?



[/quote]

Definetly right..it seems Genesys has outsourced 2nd/3rd level tech support and some products development to Miratech, that is based in Ukraine; check http://www.miratechgroup.com..

Title: Where is Genesys Developed
Post by: cavagnaro on September 11, 2007, 08:01:37 PM

One question, what is 2nd and 3th level for you? 1st level for me is myself, second level a genesys tech guy whith some more knowledge (not always) and third level is engineering. If so this means Genesys is no longer developing Genesys?????

Title: Where is Genesys Developed
Post by: René on September 11, 2007, 08:41:22 PM

I'm not 100 % sure but I think that Genesys TechSupport is divided into several levels:

Tier1 - ticket administration (checking for valid maintenance etc.)
Tier2 - that's the person you're in contact with - updates the ticket, requests for information from your side, doing log analysis etc.
Tier3 - doing deeper log analysis, trying to reproduce the issue, communicates with Eng.
Engineering = developers

R.

Title: Re: Where is Genesys Developed
Post by: Adam G. on September 12, 2007, 09:41:39 AM

According to Rene's list I'd put the Kiev boys at Tier 3.

Raises the question if Genesys have their own skilled TS people in Europe.

Title: Re: Where is Genesys Developed
Post by: victor on September 12, 2007, 12:08:28 PM

I am pretty happy with T3 people - they sure know their stuff and work their hardest to get it fixed. No matter what they get paid, I think it should be doubled. AT THE EXPENSE of T2 (regional offices).