Spoke to a customer today who has had a support ticket opened for months now... support and our product development have basically told him that they don't have the time to address his issue. Meanwhile the issue is a known problem which is effecting multiple customers. Cant share much more but all I can say is how do you expect to market and sale a product if we cant even support it ourselves?
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Omnissa has no expertise anymore in anything relevant which is why customers are walking. No USP either. Its like an aircraft that has run out of fuel and is gliding to its inevitable conclusion.
@19s "When you're a legacy software vendor with limited knowledge of modern software, outsourcing makes sense."
True and same with the management. When you use legacy management tactics to "control" your employees as supposed to leading them into a modern world with componence, you will loose all credibility and trust.
Omnissa has no meaningful AI expertise, so they've outsourced to the vendor yellow.ai
This is a similar approach to Mobile Threat Defence, where we had no expertise to offer, so we outsourced to lookout.com to provide the product solution. When you're a legacy software vendor with limited knowledge of modern software, outsourcing makes sense.
@b5 “Yellow.ai” is mentioned in the kb about Omnissa AI Support Assistant.
“Yellow.ai, our chatbot platform provider”
https://kb.omnissa.com/s/article/6001157
must be a real thing.
@ag "They are also getting current employees in India to do fake reviews on glassdoor as well."
That has been going on for at least the past year... I remember seeing fake reviews for VMware before Omnissa split from VMware.
@af "Not to worry, yellow ai will fix that and do the laundry for you too. Will appear on site as well to resolve any issues and take the customers out for caviar and champers. It is funny to watch all the seniors try and run to the po-p deck of the titanic to avoid the inevitable. The legitimately think everything is fine."
I have no idea what yellow AI is but it sure sounds like something our management team would be able to come up with for marketing, lol
Dude, the whole thing is a dumpster fire... Support is cr-p, Products are full of bugs at best and not supportable. Our customer facing tools and portals are down due to some mysterious "maintenance". Our internal IT department takes months to reply to simple requests... I am currently using my own machine and have given up on using the corp laptop because it has died and IT cant fix it. I dont know a single person in my team who is happy or looking forward to being here. Everyone is just burnt out.
I'm not surprised. The company got rid of all their excellent engineering through BC or by closing their site to move it to Bangalore and they are clueless. The products have more bugs than a vw factory in the 1950s. They either put in sloppy workarounds that break or regress or they dont have a clue , give some excuse and close the jira which tses can't reopen. They dont release hotfixes so tses have to request the patch but can't do that because a jira needs to be raised to say get the patch. Cases stay open for weeks in general because they won't train the staff and they dont have the knowledge to do it anyway. Other companies have now become aware of omnissa too. They are now famous for all the wrong reasons. I pity anyone looking for a job, omnissa is terrible for your CV. They are also getting current employees in India to do fake reviews on glassdoor as well.
Not to worry, yellow ai will fix that and do the laundry for you too. Will appear on site as well to resolve any issues and take the customers out for caviar and champers. It is funny to watch all the seniors try and run to the po-p deck of the titanic to avoid the inevitable. The legitimately think everything is fine.
It's a very common problem with a software company owned by Private Equity firms.
KKR has a long history of refusing to adequately fund customer support at BMC Software. CIOs report their legacy mainframe apps have numerous known bugs that have never been resolved. KKR has owned BMC for more than 7 years. This is their track record.
This is a common problem with a lot of technology companies. It's pretty sad.