Genesys CTI User Forum > Announcements Scratch Board
Genesys Webinars
Adam G.:
I have to admit to not having even looked at the list of webinars recently. What I'd like to see is every time there is a major release (x.5 or x.0) that new functionality is demoed to the audience.
Paul Roberts:
Hello Pavel,
I think this is a great suggestion. I will connect with Genesys product management and Genesys product marketing to see how we can demo new features/functionality when new products/versions are released. I will come back to you ASAP.
All - please keep those suggestions coming.
Thanks,
Paul
Genesys Customer Marketing
cavagnaro:
WOW a Genesys response! This is a miracle! And taken in account! More awesome! Am I awake? Hope so...
So nice to see some interest from upstairs :D
S.R.(A):
Hi,
I am not a registered member on this forum but I rely on it to find more about taking the full advantage of the products and features that were sold to us. It is common for a Genesys reseller not to mention many of the features available because it would be competing with the other products that are being offered to us, be it some advanced PBX features or consulting.
I am in charge of a communication center for a large financial company and my opinion is that of an end-user and not of a consultant.
Before adding a new callflow involved a PBX engineer, a database engineer, a Genesys programmer and an extensive meeting or two. A few days ago, Vic (thanks again!) has tirelessly and selfishly helped us to combine over 500 hard-coded urs scripts we had at our west site into one script that i n combination with config server can be used for all of our present and future callflows. The trick was to use GetConfigOption[] command to query config server for the necessary KVP and routing information based on ThisDN[]. Now we can use Configuration Manager to dynamically modify business hours, overflow settings and even add new flows. And all of it can be done in-house
We can now do it internally and it is mind-boggling how many man-months we have been wasting before this due to our lack of understanding of what Genesys has to offer and our full reliance on our contractors and reseller. I see that many of people on this board are Genesys consultants and my suggestion may be unpopular, but I really would like to see a webinar where Genesys addresses issues of developing and running a dynamic Genesys environment.
Especially I would love to see:
1. taking advantage of Genesys framework and routing to develop self-maintaining, fault-tolerant, dynamic and scalable solutions without purchasing new licenses or relying on third-party products
2. customizing CCA reports to look like standard Avaya CMS (Why there is no standard Avaya CMS template in Hyperion after all these years is beyond me)
3. anything else that 7.5 can offer to further reduce our dependence on other hardware and software.
It may be a tall order and it may compete with your Genesys Education Classes, but it will make our decision to purchase a next version of Genesys much easier. Right now our full-dependence on a large group of people to do simple things that can be done internally with Avaya makes Genesys look very expensive. I am hoping that webinars and proper care will take care of it.
Vic has already shown me what Genesys can really do and I wish we knew that years ago! I am of opinion that what Vic is doing is actually what Genesys needs to be doing. It is my view and not that of a company, but Genesys strategy of relying on its resellers for informing end-user of their options is firing back. Reason is simple: Genesys reseller reliance on hardware and consulting services revenue, backstaging Genesys to the likes of Avaya and Siebel. Webinars will solve this problem but they will empower us, the end-users, to make smarter decisions regarding what we need.
S.R.
cavagnaro:
Hi,
Very cool point of view. And as we also say "Genesys consultants need Genesys to be difficult for customers if not they wouldn't have their jobs" ;)
However I also like to teach (or try at least) at every implementation to the customers all what Genesys can do, the main problem i always face is that as this tool is new to them when you start talking about strategies, doing examples, scripts, etc etc they doesn't really understand you at all as this is a very complex tool usually compared to what they were managing before.
To your proposals:
[quote]1. taking advantage of Genesys framework and routing to develop self-maintaining, fault-tolerant, dynamic and scalable solutions without purchasing new licenses or relying on third-party products
[/quote]
I'd like you to answer honestly, if you saw this the first day of installation, would you have any idea on how to apply it or what it can really do to you? Or better say, how to use the example at a full level? For what I have been doing this last two years I see customer always move their old base to the new one as it is and some times with minimal changes, after that it is when new functionalities begin to raise and begin to ask. There is where we for the experience and knowledge we have (with or without trainings) begin to do suggestions and propose ideas.
[quote]2. customizing CCA reports to look like standard Avaya CMS (Why there is no standard Avaya CMS template in Hyperion after all these years is beyond me) [/quote]
Why not better an Alcatel Based Template? Or a Nortel one? Or Mitel? The idea of Brio standard reports is that the customer looks the power of what they can begin to do and get. You may want some Avaya similar reports (i can guess because you used to work with that before Genesys) but some other customers may not want it.
So as I always say to the customers, this is only an example, and have a lot of usefull information for them, but also a lot of useless information for them, however that useless information can be usefull to another areas. What I do here is give a training (after 2 months they have been working on the tool) on reporting creating new and advanced statistics. And believe me, when i did this trainings on the phase of installation they many times had no idea or clue on what to use them or the advantage they can get. After a time i did recall an example, they always said: "Ahhh true! now i remember...."
[quote]3. anything else that 7.5 can offer to further reduce our dependence on other hardware and software.
[/quote]
Again, this is depending on your PBX, on your business model, on how you work. Explaining this issues can be as hard and long as trying to explain why Linux and not Windows and Viceversa. Both OS has some cons and pros. Same with Genesys, it depends a lot on what you specifically need and do.
For me the best is to try to let the customer all the things he can basically do, however all solutions doesn't apply to all customers, that is why Genesys is so flexible and that is the real benefit. You will always need a consultant and a developer to do the initial job. So should be no fear from us for letting the customer know the benefits and tools he can use. However trying to sell or make that a customer use a rocket when he rides perfectly with a nice car can be too much and even when the rocket is much more quickly and powerfull, if he only needs a car he will not understand the use of the rocket and neither why pay so much for it.
Your needs are the ones that make us think on solutions. We can't offer you a solution that you don't need.
Regards and keep enjoying this forum. =)
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