Genesys CTI User Forum > Announcements Scratch Board
Genesys Support - getting better or worse?
tony:
My thoughts are exactly - I mean exactly - what Pavel said... weird!
Gulden_NL:
[quote author=Pavel link=topic=3817.msg16494#msg16494 date=1233946881]
NYET, TAM, VAST you've lost me......... ???
[list][li]Never ask a Hyperion question to Genesys as their knowledge is zero\nil\nada\ziltch.[/li][/list]
[/quote]
Or Nyet! Sorry, tried to be funny about the Kiev support guys' favorite word in Russian. Actually it is Nee in Ukrainian, or No in English.
TAM is Technical Account Manager. You pay a lot for them and you usually have to be doing millions in revenue to get one assigned.
VAST = Value Added Solutions Team which is a growing group of PS consulting people within Genesys. Mike McBrien was the first leader back in '05 but he's since been promoted to Senior Vice President, Asia Pacific. A Detroit boy and a fellow alumnus of Western Michigan University. One of the good guys at Genesys.
PFCCWA:
Does Genesys only support partners or end users as well?
I ask this because we have used Genesys since 2002 but are supported by a third party (another question? good or bad??) so if we have a problem, this third partu support opens a ticket with Genesys.
Looking at the Genesyslabs website, in order to open trouble tickets with them, you have to complete a form, which appears to be a [i]'give us a reason to help you'[/i] application!
WA
cavagnaro:
Support directly to end users will be a endless circle, our job is to eat all those questions and day-to-day problems. Only partners can raise tickets.
Dave:
[quote author=cavagnaro link=topic=3817.msg16515#msg16515 date=1234074952]
Support directly to end users will be a endless circle, our job is to eat all those questions and day-to-day problems. Only partners can raise tickets.
[/quote]That's not correct. Who opens tickets depends entirely on the sales and maintenance agreements. A large number of tickets are opened every day by direct end users (who have direct maintenance agreements).
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