Genesys Cloud - Main

Good day and Happy New Year!

As part of my New Year Spring Cleaning, I have been going through my email backlog that has included all the various updates from the Aha! Ideas site. I have seen a common theme which needs addressing.

Time and again, we see Ideas (in all statuses) where the most recent Admin update is months, or even years old. These Ideas often have multiple requests from customers for an update, yet none appears to be forthcoming,

I know this has been discussed before, but it is something that the Genesys Product Management team really need to deal with. I know you are all busy people, but is it too much to ask that updates are regularly posted and questions responded to?

As a minimum, I would expect that any Idea that is being actively worked on would get a monthly update. I have seen some Ideas which are "In Development" where the most recent Admin response is from early last year giving an anticipated release date of "End of Year". Well, it's now past the end of the year and... crickets! I would also like to see estimated dates for Beta Release and GA posted and updated. (Once in development, "2024" is not really acceptable!)

Additionally, questions / comments need responding to - I assume the relevant PM gets the same emailed notification of an update to the Idea that we do?

Of course, this does not address the other elephant in the room - what is the prioritization process? There are Ideas with dozens, sometimes hundreds of votes that seem to be going nowhere (and without explanation) yet others that garner little interest get fast-tracked.

As we approach the EOL of PureConnect, many of these Ideas relate to features available in the product that have yet to appear in Genesys Cloud. (This is despite the requests in some cases being years old.) I assume that Genesys want existing PureConnect customers to migrate to Genesys Cloud? How can they when features they rely on are not there? (Agent Greetings, Transfer to a Flow, limit ability to transfer to certain queues, to name just a few.) If you are not planning on implementing these, please at least explain why. We need to know what direction the product is actually taking (and when) so we can advise our customers and users. Vague "it's on the roadmap for sometime in the next year" just don't cut it, I'm afraid.

OK, that's it. So, Product Managers, care to comment?

Rant over.

Good day and Happy New Year!

As part of my New Year Spring Cleaning, I have been going through my email backlog that has included all the various updates from the Aha! Ideas site. I have seen a common theme which needs addressing.

Time and again, we see Ideas (in all statuses) where the most recent Admin update is months, or even years old. These Ideas often have multiple requests from customers for an update, yet none appears to be forthcoming,

I know this has been discussed before, but it is something that the Genesys Product Management team really need to deal with. I know you are all busy people, but is it too much to ask that updates are regularly posted and questions responded to?

As a minimum, I would expect that any Idea that is being actively worked on would get a monthly update. I have seen some Ideas which are "In Development" where the most recent Admin response is from early last year giving an anticipated release date of "End of Year". Well, it's now past the end of the year and... crickets! I would also like to see estimated dates for Beta Release and GA posted and updated. (Once in development, "2024" is not really acceptable!)

Additionally, questions / comments need responding to - I assume the relevant PM gets the same emailed notification of an update to the Idea that we do?

Of course, this does not address the other elephant in the room - what is the prioritization process? There are Ideas with dozens, sometimes hundreds of votes that seem to be going nowhere (and without explanation) yet others that garner little interest get fast-tracked.

As we approach the EOL of PureConnect, many of these Ideas relate to features available in the product that have yet to appear in Genesys Cloud. (This is despite the requests in some cases being years old.) I assume that Genesys want existing PureConnect customers to migrate to Genesys Cloud? How can they when features they rely on are not there? (Agent Greetings, Transfer to a Flow, limit ability to transfer to certain queues, to name just a few.) If you are not planning on implementing these, please at least explain why. We need to know what direction the product is actually taking (and when) so we can advise our customers and users. Vague "it's on the roadmap for sometime in the next year" just don't cut it, I'm afraid.

OK, that's it. So, Product Managers, care to comment?

Rant over.

Good day and Happy New Year!

As part of my New Year Spring Cleaning, I have been going through my email backlog that has included all the various updates from the Aha! Ideas site. I have seen a common theme which needs addressing.

Time and again, we see Ideas (in all statuses) where the most recent Admin update is months, or even years old. These Ideas often have multiple requests from customers for an update, yet none appears to be forthcoming,

I know this has been discussed before, but it is something that the Genesys Product Management team really need to deal with. I know you are all busy people, but is it too much to ask that updates are regularly posted and questions responded to?

As a minimum, I would expect that any Idea that is being actively worked on would get a monthly update. I have seen some Ideas which are "In Development" where the most recent Admin response is from early last year giving an anticipated release date of "End of Year". Well, it's now past the end of the year and... crickets! I would also like to see estimated dates for Beta Release and GA posted and updated. (Once in development, "2024" is not really acceptable!)

Additionally, questions / comments need responding to - I assume the relevant PM gets the same emailed notification of an update to the Idea that we do?

Of course, this does not address the other elephant in the room - what is the prioritization process? There are Ideas with dozens, sometimes hundreds of votes that seem to be going nowhere (and without explanation) yet others that garner little interest get fast-tracked.

As we approach the EOL of PureConnect, many of these Ideas relate to features available in the product that have yet to appear in Genesys Cloud. (This is despite the requests in some cases being years old.) I assume that Genesys want existing PureConnect customers to migrate to Genesys Cloud? How can they when features they rely on are not there? (Agent Greetings, Transfer to a Flow, limit ability to transfer to certain queues, to name just a few.) If you are not planning on implementing these, please at least explain why. We need to know what direction the product is actually taking (and when) so we can advise our customers and users. Vague "it's on the roadmap for sometime in the next year" just don't cut it, I'm afraid.

OK, that's it. So, Product Managers, care to comment?

Rant over.

Thanks to both of you for responding and for your support. I kinda figured who would be likely to respond, but didn't want to put words in your mouths by tagging anyone!

If there are issue with the Aha platform, then these need to be publicly acknowledged and addressed. Additionally, if these are known, then surely the PMs should be actively monitoring the site, rather than waiting for notifications that don't come? Even so, this only explains why comments go unanswered, it does not deal with why regular updates are not provided for active development projects.

I agree that there should be a defined expectation for update frequency, however in a landscape as rapidly changing as this, I would suggest that quarterly is far to infrequent. Anything in active development should get monthly, if not bi-weekly updates! They must have progress meetings for these projects, I don't think that adding updating the corresponding Idea to the workflow is too much to ask.

Let me be clear. I don't blame any of the individual PMs here. As you have noted, there is some variation in the "quality" of the updates. This indicates to me a lack of leadership and clear direction from their management. I believe Genesys as a whole should set a policy on this, publish that policy and actively monitor and promote it.

Heh ho, let's see if any of the PM team weigh in on this.

Good day and Happy New Year!

As part of my New Year Spring Cleaning, I have been going through my email backlog that has included all the various updates from the Aha! Ideas site. I have seen a common theme which needs addressing.

Time and again, we see Ideas (in all statuses) where the most recent Admin update is months, or even years old. These Ideas often have multiple requests from customers for an update, yet none appears to be forthcoming,

I know this has been discussed before, but it is something that the Genesys Product Management team really need to deal with. I know you are all busy people, but is it too much to ask that updates are regularly posted and questions responded to?

As a minimum, I would expect that any Idea that is being actively worked on would get a monthly update. I have seen some Ideas which are "In Development" where the most recent Admin response is from early last year giving an anticipated release date of "End of Year". Well, it's now past the end of the year and... crickets! I would also like to see estimated dates for Beta Release and GA posted and updated. (Once in development, "2024" is not really acceptable!)

Additionally, questions / comments need responding to - I assume the relevant PM gets the same emailed notification of an update to the Idea that we do?

Of course, this does not address the other elephant in the room - what is the prioritization process? There are Ideas with dozens, sometimes hundreds of votes that seem to be going nowhere (and without explanation) yet others that garner little interest get fast-tracked.

As we approach the EOL of PureConnect, many of these Ideas relate to features available in the product that have yet to appear in Genesys Cloud. (This is despite the requests in some cases being years old.) I assume that Genesys want existing PureConnect customers to migrate to Genesys Cloud? How can they when features they rely on are not there? (Agent Greetings, Transfer to a Flow, limit ability to transfer to certain queues, to name just a few.) If you are not planning on implementing these, please at least explain why. We need to know what direction the product is actually taking (and when) so we can advise our customers and users. Vague "it's on the roadmap for sometime in the next year" just don't cut it, I'm afraid.

OK, that's it. So, Product Managers, care to comment?

Rant over.

Good day and Happy New Year!

As part of my New Year Spring Cleaning, I have been going through my email backlog that has included all the various updates from the Aha! Ideas site. I have seen a common theme which needs addressing.

Time and again, we see Ideas (in all statuses) where the most recent Admin update is months, or even years old. These Ideas often have multiple requests from customers for an update, yet none appears to be forthcoming,

I know this has been discussed before, but it is something that the Genesys Product Management team really need to deal with. I know you are all busy people, but is it too much to ask that updates are regularly posted and questions responded to?

As a minimum, I would expect that any Idea that is being actively worked on would get a monthly update. I have seen some Ideas which are "In Development" where the most recent Admin response is from early last year giving an anticipated release date of "End of Year". Well, it's now past the end of the year and... crickets! I would also like to see estimated dates for Beta Release and GA posted and updated. (Once in development, "2024" is not really acceptable!)

Additionally, questions / comments need responding to - I assume the relevant PM gets the same emailed notification of an update to the Idea that we do?

Of course, this does not address the other elephant in the room - what is the prioritization process? There are Ideas with dozens, sometimes hundreds of votes that seem to be going nowhere (and without explanation) yet others that garner little interest get fast-tracked.

As we approach the EOL of PureConnect, many of these Ideas relate to features available in the product that have yet to appear in Genesys Cloud. (This is despite the requests in some cases being years old.) I assume that Genesys want existing PureConnect customers to migrate to Genesys Cloud? How can they when features they rely on are not there? (Agent Greetings, Transfer to a Flow, limit ability to transfer to certain queues, to name just a few.) If you are not planning on implementing these, please at least explain why. We need to know what direction the product is actually taking (and when) so we can advise our customers and users. Vague "it's on the roadmap for sometime in the next year" just don't cut it, I'm afraid.

OK, that's it. So, Product Managers, care to comment?

Rant over.

#Roadmap/NewFeatures

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Paul Simpson
Views expressed are my own and do not necessarily represent those of my employer.
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