Genesys Cloud - Main

ORGSpan back in 2012 came out with chat and document management and when acquired by Interactive Intelligence in 2014 to create the base of Genesys Cloud (Purecloud at the time), that was about all that was in the product.  I know chat is relegated to a few users and supervisor escalation, but how many of you actually utilize it?  

I (and product management) would be VERY interested in knowing some things:

1. Do you actually train users on the use of document management or do they just fine it on their own?
2. Do you turn off this functionality or just leave it as an easter egg for the curious cats in your organization?
3. What features of Documents do you find the most useful?
4. What features do you think would promote more use of Documents?
5. Would you be completely devastated if Genesys took this feature set away?

As you know, I am not product management at Genesys, just a curious observer of all things Genesys since I looked at ORGSpan back in the days.   Interested in getting the discussion started and maybe bring some garner some interest in this stepchild feature.

#Roadmap/NewFeatures
#SystemAdministration
#Unsure/Other

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Hey Rorbert! 

This is a great post. I am interested to see as well. I think I have only seen Document Management come up once in my three years at Genesys. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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We don't train staff how to use Documents and hide it in the UI.

We've only used it to store items to be used in scripts, as it helps load the script faster and "locally".

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Bert Barrez
Voice, Telephony Supervisor, International Infrastructure
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We hide it for users as our IT Sec teams frowns at being able to share documents outside our company. 

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Steph Voelker
Systems Administrator
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We don't use document management.  Out InfoSec team has a hard enough controlling our other document management platforms.  We don't have it hidden in the UI, but probably should.

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Chad Markle
Senior Director of IT Unified Communications
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I use it a fair bit for training docs/videos I need to share out both internally and externally.

When we were doing OCM at Interactive Intelligence switching over from Interaction Center to PureCloud it was my main means for distributing my "PureCloud, by George" video series.

We used it in Education for sharing documents with each other and with students.

It's also intimately tied to Fax functionality in Genesys Cloud.

I still use it to distribute some of the training videos and documents I use for PS training (though mostly that has shifted to building courses in Workday when they get more formalized).

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Hi Robert,
like Bert I use Document Management only to store pictures I use in scripts. Our company guideline says "Microsoft first", including MS Teams and Sharepoint.
Best
Christoph

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Christoph Domaschke
Leiter Service Center (Cronbank)
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Thank you for asking this question Robert. I'm the product manager for documents workspaces. It's great to hear customer feedback. 

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Vishwa Mudigonda
Staff Product Manager
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I happen to be the Product Manager from Orgspan (my ears were burning) and am now CEO of StratusCX.  We have an AppFoundry product that is essentially a simplified document management system for WebMessaging, FB Messenger, Instagram, WhatsApp, and SMS attachments that scans all files for viruses and NSW images and meets GDPR and other privacy regulations.  We've considered expanding this into a full document management system specifically for agents, but have not seen enough interest from the market.  Is this something Genesys customers would need and use?

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Randy Page
CEO & Founder
StratusCX
randy.page@stratuscx.com
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I think folks would use something that allows true collaboration within the platform, like Google Docs...except that everyone would probably just keep using Google Docs even if against corporate policy.

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Original Message:
Sent: 01-31-2025 01:55
From: Randy Page
Subject: Does ANYONE use Document Management in Genesys

I happen to be the Product Manager from Orgspan (my ears were burning) and am now CEO of StratusCX.  We have an AppFoundry product that is essentially a simplified document management system for WebMessaging, FB Messenger, Instagram, WhatsApp, and SMS attachments that scans all files for viruses and NSW images and meets GDPR and other privacy regulations.  We've considered expanding this into a full document management system specifically for agents, but have not seen enough interest from the market.  Is this something Genesys customers would need and use?

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Randy Page
CEO & Founder
StratusCX
randy.page@stratuscx.com
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We don't use it, don't train on it, but don't hide it.

Going back to my time as a Genesys employee 2016-2022 I rarely used it.  I think at one time the team that I was on used it once to post annual goals for our imediate supervisor, after that it was there but never used.

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Bob Hall
.
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In almost all cases the feature is disabled for most users for security control along with internal chat where Teams or other UC application is in use.

Generally we've found it's a useful way to store some training or other documentation if there is no other suitable option but really prefer Teams or SharePoint for ease and being able to directly edit a document rather that download-edit-upload.

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Richard Chandler
Connect
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Original Message:
Sent: 01-31-2025 16:14
From: Bob Hall
Subject: Does ANYONE use Document Management in Genesys

We don't use it, don't train on it, but don't hide it.

Going back to my time as a Genesys employee 2016-2022 I rarely used it.  I think at one time the team that I was on used it once to post annual goals for our imediate supervisor, after that it was there but never used.

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Bob Hall
.
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