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Genesys Support - getting better or worse?

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Gulden_NL:
I am curious if my long history as a Genesys customer/consultant/MSP since 1995 has jaded my perception of Genesys support.  Personally I felt that their support service peaked somewhere around 1998-1999.  I've seen a long slide downward since.

Is it just me?  There are days where I curse their organizational structure and the "big company" vibes I get from trying to dance with them.

I am making a big decision soon about moving forward with Genesys or going in another direction.  I've felt the "big company" pains outside of tech support too, but support is what is killing their future with us today.

Am I being too tough on them?

bcyk:
I pick "Getting worse"

You're not alone; I have the same feeling as yours.
I started using Genesys in 1999 (Genesys 5.1) and 'useful' replies from Support could be around 1999 to 2000.
After that up to now, it depends if you are lucky enough to have your SR (or called trouble-ticket in old days) assigned to experienced Support staff.

[quote][b]Am I being too tough on them?[/b][/quote]

A good point to think about; it is about relativity
Once one has learned Genesys skills and field experiences, he can be more demanding.
However, for experienced GCE, he will not issue SR unless the issue cannot be resolved by various attempts including Genesys knowledge-base searching, manual reading and testing.
These SRs are usually too tough for new Genesys Support who has no or little field experience.


My personal view point is that unqualified support (and unqualified SI delivery!) may make Genesys loss some businesses in small to medium size sites. In large enterprise sites, Genesys may still survive for a long period of time.

BTW, it seems that Support or Professional Server quality degrading occurs in many systems / areas; thus, not Genesys alone.

cavagnaro:
I have to say I agree with the getting worse. Every ticket I open about develop or something similar they try to make me hire PS. After I push enough and they ask someone else they answer with good info but if not go to PS, and many times PS is just a guy who doesn't know too much neither...
Until 2 years ago things were different, they were more proactive and tried to really help.
Bad for us, bad for them

Gulden_NL:
cavagaro,
You bring up a good point and I didn't want to sound like I was beating Genesys to death.  But PS is an absolute NYET! in my company.  I got a very good TAM in 2005 and asked that they not pull him until we went live.  Guess what?  Moved to VAST and even before he was pulled, I could tell that they were taking a lot of time from him spending it with us.  I escalated all the way to Wes Hayden, but to no avail.  We got another guy that was supposed to be a GVP expert, he came over to Genesys from Telera, but we had an employee that was ex-Telera and she said "he's worthless."  Right she was.  I won't go into detail but we didn't receive much value.  So we have placed a ban on Genesys PS for now.

Adam G.:
NYET, TAM, VAST you've lost me......... ???

I did appreciate your comment about support peaking in 98-99  ;)

I have a number of thoughts about issues raised in this thread....
[list]
[li]As more products have been added to the Genesys product range then obviously the amount of knowledge required has leapt considerably. Back in 98-99 we only really needed to know about Inbound in real depth plus a little bit about Outbound and Reporting. Support now are expected (obviously) to know dozens of products in detail.
[/li]
[li]Over time those of us who have to deal with Support have become more and more informed, this means that when we raise our tickets they are getting more and more difficult - I know now that if I raise a ticket it'll have to be answered by 3rd Line or a developer because the problem will be bug related.[/li]
[li]As Genesys have grown in size they have beefed up Support but not by many technical staff but my lots and lots of 'managers' who's job is to deflect questions rather than answer them. In the end, eventually, here in Europe most questions get answered by the same 2 guys in Kiev.[/li]

[li]Never ask a Hyperion question to Genesys as their knowledge is zero\nil\nada\ziltch.[/li]

[/list]

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