Genesys CTI User Forum > Announcements Scratch Board
Genesys Support - getting better or worse?
JF:
I found the problem a couple year ago. the problem from Genesys is : hierarchy. Well ,you know the ownership is french compagny Alcatel. French people like the hierarchy. Sometimes it could create some problem.
Ex: I got a problem with purge in Datamart. The problem was painfully for Database backup. I created the ticket as high. Nothing is moving forward. I got the opportunity to discuss with Genesys develop. He was from Russian, good person. He told me my problem was very easy resolve. The reason why he was not able to fix the priority of the ticket was not at critical. I asked them how long it will take to resolve my problem. I told me half day. After I met him i increased the priority.I got a call next days with a fix available.
Tip, if you are not satisfied from you ticket don't hesistate to escalade your ticket. Ask them how long they could get fix your problem. You should laughing about hierarchy and go directly to the right person.
For the french people I offended. Sorry about that but this is a fact. I could undestand because i'm french either ;)
JF
cavagnaro:
Hum...Alcatel support has nothing to do. Genesys support is very separated from Alcatel support, I know because I use both.
victor:
I just heard something that totally must have scared the living "pants" out of Genesys. I think the person who told me this will probably mention it here as well... Until then, all I got to say is...HOLY MOTHER OF GOD.
Adam G.:
Stop with the teasing Vic!
;D
tony:
???
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