Genesys CTI User Forum > Announcements Scratch Board
Genesys Support - getting better or worse?
Arnaud:
Hey guys,
Greetings. Vick I know you but I’m looking forward to meeting the rest of the gang personally at some point.
You guys always bring up some very good points on this forum. We're doing our best to proactively engage the community. In the past few years we have doubled our product advisory councils, relaunched our Genesys forums, expanded our GForce user conferences to more regions, doubled the number of user groups globally, and revamped our GCAP program specifically to engage more folks like you who are actively involved in the Genesys community. This is the result of Paul AND 100’s of people from different groups within Genesys focused on Genesys customers and partners. There has also been a lot of work done in the areas of tech support and product quality.
This doesn’t mean there’s no room for improvement. There certainly is. As you know it’s a journey.
We take customer input very seriously. I think there may not be enough visibility into what Genesys has been doing to address the issues raised on this board. Some of them are very complex, some of them take time, and some of them may have been addressed unbeknownst to you.
I think there’s an opportunity for more dialogue to understand where each side is coming from and to see what core issues we need to tackle together. We'll follow up on this.
In the end we’re all working towards the same end result.
Arnaud
Arnaud Kraaijvanger
Vice President Marketing Programs
Genesys
victor:
Arnaud,
thank you for your post. I read and re-read your post and you are talking here about how Genesys is putting a lot of emphasis on customer feedback and proactively managing relation with its clients. No one is here saying Genesys is not doing it: Genesys has been pretty good about this for a very long. G-Force is one of many examples of that. We are not talking about Genesys customer programs here in this sense. We are talking about Genesys fan base.
The whole conversation here is about lack of any visible policies at Genesys regarding tapping into and supporting its online community and my failure to get this forum the attention it deserves within Genesys. With 300,000 hits per month and over 1400 registered users this is THE portal for Genesys online community outside Genesys support site. So, the fact that you and me have met only once in the last year is a good example of what I am describing as my failure to properly address the needs of our community.
How many seminars, webinars, press releases, product trial outs, meet-the-experts and so on Genesys had last year? Hundreds. The fact that we only have two Genesys-related events posted on this site for the whole of last year clearly indicates the lack of strategy within Genesys to pro-actively support its fan base.
People like me and our efforts to help other users are just taken for granted. As my earlier post clear states, this is to be expected since we are viewed as "Genesys fans". Genesys did not ask me to start this forum, nor did they ask me to spend countless hours every week trying to help other Genesys users. I do it because I really enjoy it and because I feel that I can really help other Genesys users out there to fully realize the potential of what this truly visionary product has to offer. I am sure other peope on this forum are pretty much the same.
It is just I am getting tired of being taken for granted.
Once again, I don't blame Genesys for ignoring this community nor do I blame Genesys for not actively supporting it. As you have wrote yourself, there is a lot of activity within Genesys to address the needs of its users. Some of it we see. Some of it we don't. So, it is not Genesys that I blame. Especially not Paul, nor you. It would be silly if I did. Nor would it get me anywhere.
I blame myself. I blame myself for not realizing earlier that if I wanted to have a greater impact in helping our users, I have to stop acting as just being "Genesys fan" and apply the same principals to running this forum as I do with running our company. Call center market has been reshaping for quite some time, and if we are to continue to support the needs of Genesys user community on this forum to the best of our abilities, it is time we start reflecting these changes.
I would love to have some input from Genesys on what changes would be best suited to address the ever-changing needs of our community; however, perhaps it is time to start welcoming the input from other platform vendors that interconnect with Genesys CTI, because we cannot ignore the strong inter-dependence between Genesys and Avaya, Cisco, Siemens and other manufacturers.
This brings me to another important point: end-user. Until now, it has been all about Genesys for the sake of Genesys. And I feel that we ignoring the obvious: reality that perhaps having Genesys at the end of the day might not be the best answer for the end-user. I, for one, would love to learn more about how migration from PBX-Genesys solution to Genesys SIP-only solution compares to PBX-only solution. I would love to have a resource helping me decide what is best for my end-user, offering me help with upgrades and migrations, allowing me for once to step away from what I want, and understand what is better for my user. Regardless of my own preference.
And this, my friends, what makes the difference between a Genesys fan and Genesys Pro.
Timur Karimov:
from simple question about support to hard conversation about Genesys. i think it's happen not an every day. and may i put my 5 cent about This Genesys comunity and official genesys suport policy inside the Russia?
well, then i start my own experiense as genesys engineer ( it's happen about one year ago) i jast find oneself in the right place at the right time =) my company start the first project as the genesys parthner but we hav't any competent people. and i took it upon themselves. got one dvd with distrib, another with docs...and it's all. after two or three answer from genesys technical guys - " jast run the wizard and it's do it right. but if in result it's not work jast reinstall it". so after it i as the google and found THIS COMMUNITY. And after one years i think and and ask self about - if not this forum could i do in this year all that i made and reach? who know?
well, i want said what no one from official info resource and public genesys "community" can't gave me all what i got from THIS forum.
and another moment, about Gforce and over such activites - it's great. but it is difficult to be effective for the whole world. And it's not a price question. It's jast a political. who travel to such activites from Russia? sales, manager and over co-, vice- and over prisident. what activites make Genesys locale - only sales, marketing and over. if it contain technical content at that all what i already read in the docs and in the conversation with people from this forum.
WBR Timur.
bcyk:
I really don't know Genesys has 'adjusted' pre-requisites as being Genesys partner or VAR!
Years ago, Genesys partner/VAR must have trained GCE(s) to fulfill part of pre-requisites.
(Or, this pre-requisite was regional dependent?)
Could anyone clarify this point?
Anyway, having completed GCE training courses are not enough; fields experiences are critical as well.
There are many people here without basic Genesys training; they start everything themselves in the hard way by reading manuals, testing and, of course, posting questions here and there. Their lifes would be a bit easier if they had taken basic Genesys training.
A real case some years ago: A Genesys VAR sent an "Genesys Engineer" to fix CCA reports but he did not know what to and how to login DMA. The fact was the "Genesys Engineer" was very new without Genesys knowledge but was appointed to do so.
Genesys could possibly enforce policy on VAR's pre-requisites, to save Genesys image at customer sites!
Ok, fine. If Genesys believes VARs' engineers can self-learn Genesys products and are 'sufficient', it may be a big mistake.
Genesys Support is another issue. For reply such as
"jast run the wizard and it's do it right. but if in result it's not work jast reinstall it".
is quite common; it is possibly, regions and end-user dependent. It seems that Genesys may assign experienced engineers to support big accounts, or those big accounts force (or/and pay!) Genesys to do so; who know!
Timur Karimov:
[quote author=bcyk link=topic=3817.msg17025#msg17025 date=1235833876]
I really don't know Genesys has 'adjusted' pre-requisites as being Genesys partner or VAR!
[/quote]
and now it true
[quote]
Years ago, Genesys partner/VAR must have trained GCE(s) to fulfill part of pre-requisites.
(Or, this pre-requisite was regional dependent?)
Could anyone clarify this point?
[/quote]
not only trained but also [b]certified[/b]
[quote]
Anyway, having completed GCE training courses are not enough; fields experiences are critical as well.
[/quote]
thas it my point too - have paper about certified as GCE not enough , the fields experiences is preferd. we all have to many example about supposedly GCE people what don't know , as example, how make simple low-level debug of SIP trafic. or as u said how fix the CCA reports.
[quote]
There are many people here without basic Genesys training; they start everything themselves in the hard way by reading manuals, testing and, of course, posting questions here and there. Their lifes would be a bit easier if they had taken basic Genesys training.
[/quote]
all it's truth but u miss what many of this guys live in different world when EU or USA. for simple training they need not only register and fly to trainng centre, but also got and solve the visas trouble, as example.
And Genesys realy undestud this problem. I have info about local trainning course that start in this year. And in Russia too.
It's certainly simple low-level and entry course, but it all the same good then years ago.
[quote]
Genesys Support is another issue. For reply such as "jast run the wizard and it's do it right. but if in result it's not work jast reinstall it".is quite common; it is possibly, regions and end-user dependent.
[/quote]
may be it realy problems in the our region only, but i mean then we talk about Genesys support - we talk about ALL GENESYS, not about russian or any other regional support team.
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