Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: tony on March 12, 2010, 09:59:46 AM
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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
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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?
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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
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Not a problem Tony
Tambo
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Thanks - done! :)
T