I agree Pure Connect Support has declined dramatically, directly coinciding with the InfoSys development.
I have been a "Die Hard" Interactive Intelligence CIC evangelist, since deploying CIC 2001. We began as a Direct customer, but in the early days ININ support was weak, then for a period of time many direct customers tier 1&2 support issues were outsourced to Alliance Systems of Plano Texas, that improved significantly, but as that relationship evolved support declined, out of frustration we converted from "Direct" to "In-Direct" we had a great little partner based out of Wisconsin, but as "Big Bad Genesys" changes continued many of the Smaller partners have been forced to sell off there Genesys Business, or be acquired, most of which have gone to Avtech.
As Dr, Brown began the PureCloud product hundreds of ININ staff were reassigned to PureCloud, and support suffered tremendously! But after time improved again, than a year or so before the Genesys acquisition, I watched dozens and dozens of key, long time staff leave ININ, like lemmings to the sea! I new changes were a brewing. Once again support took a hit. After the acquisition, support began to improve, and until recent support was pretty good! I am now in a new role at a much larger company, that has been a CIC customer since the CIC 1.2 days! We still have a bit of clout with Genesys, we are a direct customer. Tickets now are slow and communication is horrible, it is obvious by the tech's names, their poor English skills, and several chats where the rep has explicitly stated they are in India. I agree with others here, most of the techs have little or no knowledge! I have gone thru our Genesys account rep to escalate a few tickets, the last after a ticket was not even acknowledged after 6 days, than using the chat feature inside of the ticket, I was told the case owner was on vacation for a week and nothing could be done!
Our Genesys Account Manager has provided us an email distribution list/address that is forwarded to 20+ key Genesys manager most of which are U.S. based,
I have had great success with this. I wish I could share it here, but we have been given very explicit instructions from Genesys not to share this address.
It does seem very apparent that CIC's days are numbered! Being a BPO of Contact Center services, I believe, at this time, there is no Cloud solution that will meet our needs. Additionally analysys, by my current company, my past company and input from 2 different Genesys partners, the breakpoint for cost for CIC Premise and GenesysCloud(akak PureCloud) is between 30 to 36 months, where premise becomes more economical.
Doing my best to enjoy the roller coaster ride, and see what the future holds..... maybe an open source solution.......
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Pete Schroeder
American Customer Care, Inc
pschroeder@accare.com------------------------------
Original Message:
Sent: 11-11-2020 03:16
From: Egill Palsson
Subject: Genesys Support - Issues
Hey everyone,
Has anyone here noticed a massive decrese in Genesys support times in the last 1-2 months?
I have a couple of tickets with them, two of which I just closed myself because I had not gotten any response for two weeks, despite asking for updates, and it not being overly complicated tickets either, because I managed to find workarounds myself.
It feels like something has changed drastically and for the worse! Since I started using support in 2013, I have always gotten very fast replys to all my tickets and inquiries, and usually from the same group of names. But now, it is all new names, and very slow response times.
Just wondering if anyone here has been seeing the same thing happen?
#AskMeAnything(AMA)
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Egill Palsson
Advania Sverige AB
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