Genesys Cloud - Main

You may have heard of the term crowdsourcing as a way of getting individuals involved in a project or product like the Ideas site at Genesys (Genesys Cloud Ideas Portal (aha.io))

This site is run by Genesys to allow customers, partners, and consultants to contribute to the Genesys Cloud product by offering ideas and suggestions that they feel are lacking or could enhance Genesys Cloud.  While some may be corner cases for a single organization, others are suggestions that everyone can take advantage of. 

How It Works

First, anyone can access the Ideas site and request access to it through Genesys.  Any customer should be allowed access to this site and others are based on application as they don't want competitors in this site.  Once in the site, users can search for ideas or browse on the latest or trending or even most popular ideas on the site (now over 7000 of them)
     

Next, a user can select an idea and vote on it.  The more votes, the more influence it has on the product managers to consider it.

Comments can be added to the idea to express your own bent on the idea or to stress the importance of this idea.  When submitting an idea or comments, business use cases are important to show the actual influence the idea has on the business. 

Finally, each idea goes through a process of review including:

• Community Review – users vote and comment
• Feature Already Exists – PM determines that the idea is already in Genesys Cloud
• Under PM Review – PM likes the idea and is discussing with internal resources
• Not Currently Planned – PM has determined that this idea is not going to be considered at this time
• Will Not Implement – This idea has been rejected by Genesys and will not be part of the product
• Accepted – Genesys officially accepts the idea for a future roadmap item
• In Development – Genesys has put development resources on the item and placed on release schedule
• Coming Soon – Idea is already a product and is in the testing or beta stage
• Delivered – Idea has made it to general availability and is part of Genesys Cloud

What It Means

What all this means is that your voice matters.  Ideas submitted to the site are really looked at and considered by the PM's.  Many ideas are also roadmap items that developers submit so users can comment on the idea for further improvements.  Some may doubt the effectiveness of system, but take a look at these numbers.

A user has submitted 202 ideas on the site.  To date, these are the results of those ideas and the overall ideas.  Look at the impact individuals can have on product development and feature enhancements.  With over 65% of all features in Genesys Cloud coming from the ideas site, it is important that customers, partners, and individuals make their voice heard by using https://genesyscloud.ideas.aha.io/ideas today to make the product better for us all.

#Roadmap/NewFeatures

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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Good post Robert as always - thanks for sharing.

My comments with regards to the aHa site is that there needs to be clearer transparency and explanation over the decision making, and a much better response from some product management streams.  It is frustrating to see an idea with potentially several hundred votes, languish in limbo on aHa for years, with people holding out hope it will be implemented as the vote count goes up - only to years later see a "will not implement" status change bring their world crashing down.

Likewise some ideas have posted queries or comments - hoping they'll be seen by product managers for that particular stream - but see no response for months at a time.

The other challenge is where a customer base is in a smaller region/country - us here in NZ for example.  Ideas may be extremely relevant and critical here, but given our smaller market it is sometimes close to impossible to generate the amount of interest and votes needed to get it on the radar.

@Matt Lawson a Q&A show dedicated to aHa and the feature/release cycle?  An under the hood exposé if you will :)

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Vaun McCarthy
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Thanks Robert and Vaun! We love partnering with the ideas lab to make content. We recently released a video of the Top 10 Features to hit GCCX in 2022 as voted on in the Ideas Lab.@Vaun McCarthy

@Vaun McCarthy, we actually did a Q&A episode on the ideas lab a few years ago, but I'm open to exploring the topic again. If anyone has any particular questions that they want to ask the ideas team, drop them below and I'll save them for a future interview. 

Cheers, everyone!

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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 02-23-2023 13:37
From: Vaun McCarthy
Subject: The power of crowd sourcing with the Ideas Site

Good post Robert as always - thanks for sharing.

My comments with regards to the aHa site is that there needs to be clearer transparency and explanation over the decision making, and a much better response from some product management streams.  It is frustrating to see an idea with potentially several hundred votes, languish in limbo on aHa for years, with people holding out hope it will be implemented as the vote count goes up - only to years later see a "will not implement" status change bring their world crashing down.

Likewise some ideas have posted queries or comments - hoping they'll be seen by product managers for that particular stream - but see no response for months at a time.

The other challenge is where a customer base is in a smaller region/country - us here in NZ for example.  Ideas may be extremely relevant and critical here, but given our smaller market it is sometimes close to impossible to generate the amount of interest and votes needed to get it on the radar.

@Matt Lawson a Q&A show dedicated to aHa and the feature/release cycle?  An under the hood exposé if you will :)

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Vaun McCarthy
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Great post Robert!

@Matt Lawson I think the intro of the top-10 video highlights some of the product management pain points that Robert is hinting at - the Ideas portal got 2,714 new ideas last year with 5,876 unique votes - pile that onto the year before and before etc and factor in what seems to be a lack of heavy product team involvement and it's sort of like we're all screaming into the void on the ideas page. Doubly so when any ticket to the Care team about something 'working as (poorly) designed' turns into 'it ain't broke, go submit an idea.'

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Brad Murlin
Zillow, Inc.
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Original Message:
Sent: 02-23-2023 14:44
From: Matt Lawson
Subject: The power of crowd sourcing with the Ideas Site

Thanks Robert and Vaun! We love partnering with the ideas lab to make content. We recently released a video of the Top 10 Features to hit GCCX in 2022 as voted on in the Ideas Lab.@Vaun McCarthy

@Vaun McCarthy, we actually did a Q&A episode on the ideas lab a few years ago, but I'm open to exploring the topic again. If anyone has any particular questions that they want to ask the ideas team, drop them below and I'll save them for a future interview. 

Cheers, everyone!

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------


Original Message:
Sent: 02-23-2023 13:37
From: Vaun McCarthy
Subject: The power of crowd sourcing with the Ideas Site

Good post Robert as always - thanks for sharing.

My comments with regards to the aHa site is that there needs to be clearer transparency and explanation over the decision making, and a much better response from some product management streams.  It is frustrating to see an idea with potentially several hundred votes, languish in limbo on aHa for years, with people holding out hope it will be implemented as the vote count goes up - only to years later see a "will not implement" status change bring their world crashing down.

Likewise some ideas have posted queries or comments - hoping they'll be seen by product managers for that particular stream - but see no response for months at a time.

The other challenge is where a customer base is in a smaller region/country - us here in NZ for example.  Ideas may be extremely relevant and critical here, but given our smaller market it is sometimes close to impossible to generate the amount of interest and votes needed to get it on the radar.

@Matt Lawson a Q&A show dedicated to aHa and the feature/release cycle?  An under the hood exposé if you will :)

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Vaun McCarthy