Genesys CTI User Forum > Announcements Scratch Board

Genesys trends?

(1/4) > >>

victor:
Hi,

I am seeing a new growing trend in Japan and it is starting to worry me. Interactive Intelligence products are being promoted more and more by every tier of Japanese call center SIers. It seems that combination of price with monopoly on Genesys by a few of SIers is increasingly turning both clients and SIers alike toward alternative solutions.

While Genesys continues to have a significant market in Japan, I feel there is a growing disconnect between Genesys, its market and companies that service that market.

Genesys has great technology offering that would fit perfectly Japanese call center market. Combined with its existent user base, I am at a loss as to why we are not seeing more aggressive adaption of Genesys technology. I suspect that part of the cause lies in failure to grow organically with the other emerging and existent technologies in Japan. While emphasizing interoperatibility, most of Genesys technology seems to me designed to compete and replace rather than interact with. This is justified in regions where VARs generate most of their revenue through Genesys; however, in Japan, Genesys mainly was used to upsell other solutions and services ranging from voice logger and network to custom CRM development and 24/7 support.

For example, MKI, one of the biggest Genesys VARs in Japan, uses Genesys to sell PBX, NICE and mainly MMEs (man-month-equivalents). I have difficulty seeing MKI choosing to keep Genesys and ditch PBX or MMEs to lower the price of an offering. Many a time I saw when Genesys was ditched in favor of keeping Avaya.

With current news of Avaya's fiscal difficulties, you would expect with Genesys SIP solution trackrecord in Japan, more VARs would consider Genesys SIP over Avaya. Unfortunately, Cisco is seen as a major contender. This makes sense in a way, but what does not make sense is that the part traditionally always covered by Genesys is now being migrated to other packages. Packages that do not offer Genesys-like interoperatibilty.

I find our company more and more involved with non-Genesys solutions and I can't but wonder what we are doing wrong. I hear a lot of Genesys cloud, but I fear that it may repeat OS/2 mistake. Technologically advanced, yet overlooked by the masses.

While I am happy that we have expanded into adjacent markets, I feel saddened that the very product we have grown up with is currently no longer the primary source of our income. 

Just my two cents...

Adam G.:
Afternoon Vic,

Good to see you around.  ;D

I started to write an essay on the reasons for this last summer, but it got me really really mad. The more I analysed things, the more I realised how much I hate the Company (lots of very good people there though).

The final analysis is that
[list type=decimal]
[li]the decsion makers seem to live in 'ivory towers'[/li]
[li]the company likes to rape everyone - customer, VARs, SIs and the little guys (such as myself)[/li]
[/list]

I'll see if I can dig up my scribbles later this evening.

W

victor:
Pavel,

to be honest, I think you are taking it a bit personally. Despite everything we want to believe, Genesys does not owe us anything. In fact, the same can be said about Avaya, Cisco and Even Alcatel. We just decided ourselves to become fervent promoters of the product and now we are upset that Genesys does not pat us on a head for this.

It may be hard to accept, but Genesys is just another CTI platform. It is a big larger than some, smaller than others, but it is neither Cisco nor Google: it is a niche market product with specific goals. The fact that we decide to focus on this product and not choose something a bit more mainstream is our own fault.

Genesys strengths and weaknesses are the very reason why we have a job, and I think the latest trend is something we can take advantage of. If not advantage then a note of and make a decision to either continue to start thinking bigger.

Just two of my cents!

Adam G.:
I can vouch that Genesys NDAs are absolutely pointless - a major product line is a blatant copy of some sw I demoed to them 13 months before they launched. I call that reason to take it personally.

cavagnaro:
Yes Pavel, they are famous for that...however we failed in being a little bit naive showing them our ideas and products knowing they can do it too as no copyright... I know your feeling but since then (because I was assaulted by a presales too) I kept all my ideas for me and avoid Genesys "help" on any point of my implementation or production.
But lessons learned and move on ;)

Navigation

[0] Message Index

[#] Next page