Genesys CTI User Forum > Announcements Scratch Board

Where in the World Is Victor Sandiego?

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victor:
Hi, Tony,

thank you for a well-thought out reply!

I think that you have summarized it very well: it is hard to get excited about middleware. This is why I think it is essential that we start looking into business application level solution. Genesys has tried to dip its toes into it quite a few times, so far with dismal results. Let's hope that with time, one of their attempts will be as successful as T-Server in 1992!

Vic

tony:
(realizing that this is hidden way down in a thread away from the mainstream...)

If you see Genesys as Middleware - it works and does what it says on the tin - and that's all that matters.

But - if you see Genesys as a Solution or a Front-End tool, then you begin to appreciate just how complex the components are and how versatile they can be.

I think the first viewpoint is Genesys as seen by a business manager and the second is the viewpoint seen by an IT manager - and there really is nothing wrong with that.

The big thing about Genesys is it's potential - what the middleware and front end Solutions can do for a company and how it enhances a business.  There are (hundreds) of case studies out there and they all indicate that Genesys is a well-rounded suite of products - efficient and versatile.

I think the "problem" is that a business without Genesys finds it very very difficult to visualize all of the benefits of running it's business with Genesys as the interactions backbone.  That is a very difficult hill to climb and it's something of an art to get the balance between the simplicity of the front-end - whislt explaining the complexities and versatility of the back end processes.

I'd really really like to see some "best in class" demos of all of the latest and greatest from Genesys - not just for myself but as an open platform for anyone to review.  I'm pretty sure it's achievable, with G8 being web-based and all.  The power of allowing both IT and business managers to get "hands on" with the product suite would allow them time to see for themselves the benefits of the Solutions - in direct relation to what they want to see.

This approach would be almost the opposite of Genesys demonstrating products and solutions through presentations and strucutred demos - by letting potential customers get their hands dirty and try it out for themselves, over an extended period of time...

But - what do I know..? lol

TT

gustav:
Genesys is very market driven, it won't invest heavily on new technology because its 'cool' or 'wizzy'.  In my opinion the bread and butter for Genesys is still TDM deploymemts using the same TServer interface to traditional switches as always.  In the future I'm confident Genesys will embrace SIP, and the development community as a more main stream alternative, but unfortunately for us its a slow process.  There is still a lot of money on the table behind the 'cutting edge wave', as a product shop Genesys will continue to pump that well until things begin to dry. 

The question we all would like to know, is what the vision and roapmap is?  When and were will Genesys take its technology and value proposition.  I totally agree with Vic that the contrains of Genesys development make it much sexier than other solutions, however, as a market leader there is lots of money to be made by surfing their wave.

tony:
It's all about development, really, isn't it?  Genesys provide the toolkit - and sometimes they have a stab at a solution themselves but, essentially, it's what you make it.

They did have a go at a fully-feldged "solution in a box" but I'm pretty sure that faded away since it was aimed at smaller contact centres and there just wasn't enough revenue.

There are a lot of "what if's" around what Genesys could/should do next and I really think they should have a go at a series of plug-in solutions.  With a bare minimum of (wizard) set-up, you *could* get an interactions suite to suit any technology, any platform, any channels and switch on/off options as you need them... that would work for me! :)

TT

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