Thanks Robert - you do raise a good point about charging them including for free - that could leave a bit of a bad taste in the mouth for people that used to have to pay for something, but it wouldn't be the first time something like that has happened here.
Maybe I've misread the listing but it looks to me that it is the app they're selling which would appear - at least on face value - to be an alternative to the survey form builder we already have for email/web surveys. If that is the case then it risks diluting the value and effort Genesys may put into enhancing the survey capabilities built-in. I suspect when they release the ability for us to automatically "transfer" interactions upon disconnect then that'll further take away from the built-in survey capability and interest anyway. In which case maybe this GPS product is geared at competing with other survey vendors like CentraCX etc. Or maybe I"m just jumping the gun - it's been known to happen often :) In which case I'll happily play the sit down and shut up game and wait and see :)
I've already seen many comments on the ideas portal and elsewhere from some saying "oh there's an AppFoundry partner than can do this". Great for the AppFoundry partner, not so great for the customer or reseller sometimes.
I guess if it's just the analytics and additional level of insights someone is after then maybe it's that piece specifically that should be focussed on, which, in conflict to what I said previously, is probably best served via an AppFoundry partner at this point :)
Another example is this one:
https://appfoundry.genesys.com/filter/genesyscloud/listing/82afc319-fa67-4519-9a2b-30e0ae551a3e
That'd be great if it was included in the actual product.
I'm sure some out there may then start to think - hey, can't you pivot some of these GPS developers into the overall dev pool to get more traction on some of the outstanding items from the ideas site. It's also likely the GPS developers have a better grasp on what the platform could actually do with :)
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Vaun McCarthy
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Original Message:
Sent: 07-27-2023 01:36
From: Robert Wakefield-Carl
Subject: Survey GPS product?
I agree that charging for something that should be on the product is a bit on the cheap side but to charge for the feature and later to include it for free is even worse. As for Employee GPS, you have to realize it is mainly a consulting engagement and rhevactual software behind it is not that important. The insights from analyzing agent input and looking at KPIs is what you are paying for.
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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
Original Message:
Sent: 07-27-2023 01:09
From: Vaun McCarthy
Subject: Survey GPS product?
https://appfoundry.genesys.com/filter/genesyscloud/listing/eaf59620-105a-498e-89f2-c50610ec211b
Maybe it's just me but why wouldn't this be on the general roadmap to become part of the core product as it includes things some of us have been waiting on for quite a while - and now only to find out it's just another separate revenue source?
I've seen a few things released by GPS now that I think should really be part of the product and would actually help differentiate it.
Am I wrong to feel a little disappointed here?
#PlatformAdministration
#QualityManagement
#SystemAdministration
#Unsure/Other
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Vaun McCarthy
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