Genesys CTI User Forum > Announcements Scratch Board

Genesys Support - getting better or worse?

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tony:
I pushed Genesys Support once for Mission Critical Support.  I outlined some local processes that they might want to deploy, aside from SCS/SCI which not only Alerts but also takes reporting actions, by gathering;

A snapshot of the environment.
A Log File Extract for the Mission Critical failure.
Any other associated logs (OS System Logs, etc.)
Anything else that their Support Engineers might need to assist them to resolve the issue immediately.

- My idea was for the component to locate and extract all of these items, ZIP them up and ship them off to Genesys (via (S)FTP), alert them as to the Mission Critical Failure, automatically logging an SR and confirming the actions taken to the Customer, without local intervention.

I really didn't think this would be difficult to achieve - I wonder what happened to the idea...  ::)

Tony

Dave:
Tony, take a look at http://www.genesyslab.com/services_support/ExpertOperations.pdf

The Expert Operations team provides Mission Critical Services as an additional service offering beyond standard technical support.  This has been around for over a year now.

mike kamlet:
All this "mission critical" support is a nice concept -- but as I told Genesys -- Step 1 is is insuring engineering builds the apps for "mission critical".

I can't comprehend how they built things like the 7.6 T-Server that were not backward compatible and required taking down both the primary and backup in order to do an upgrade...

And don't get me started about URS :-)

Adam G.:
MCS, mmmmmm, well I guess Genesys got their message across to their customers about it. NOT!

tony:
Oh dear oh dear oh dear....

Here is what I know from my previous attempts to "help out" Genesys:

1.  I approached Genesys about 2 years ago and suggested a higher level of support for critical items and they listened to what I had to say about how they could go about it - but refused to raise an FR. Diane said "we'll see"... Then, about 6 months later Diane told me they were looking into the possibility of MSC.  Then (and only because this is in this thread) I find they they have released MCS as a costed service and they didn't even bother to tell me about it...

2.  Would I mind helping Genesys determining the tools, content and layout of their updated Better Interactions Forum?  Yeah I did that, too.  As soon as they decided on vBulletin and took some advice and pointers about the content and layout and the pilot was over, Jose dropped off the radar - last note from him was July last year...

- I am just so pi$$ed off with the "take! take! take!" attitude of Genesys.  I'm usually a gentle soul but without recognition for any of the assistance, advice, guidance, consultancy and feedback they get from us (and I do mean the contributors of this Forum) it would appear that they are spot on when they point out that "us lot" are "just the fans".

I doubt this will go anywhere but I can hope that someone with the accountability in Genesys takes a long hard look at how they recognize their supporting engineers customer base for the advice and input based on [b]real-world experiences[/b] that they "absorb" and then use to enhance their opportunities for sales and services...

[i]Sorry for my baDdeR engLish but I get that way when I'm rattled![/i]

>:D

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