Genesys Workforce manager or other third party software

[CTIgem]

Hi,

Anyone out there have exprience with third party workforce manager, like blue pumpkin?
Trying to implement workforce management in our call center.
We have about 200 agents.

Thanks.

[Kevin S]

One thing to keep in mind - Make sure you find out from the vendor SPECIFIC DETAILS on what needs to be done to get the data into the WFM tool - especially if you are looking for a real-time feed.

In a former life, we had Aspect and were told by our Genesys rep that it would integrate. But when we tried to do the integration [in 2002] (esp the real-time feed), we were told that there was only one product that was available to do it. For a variety of reasons (none specifically related to the product of any parties involved) the integration never happened.

In short, make sure the WFM connects to Genesys directly, instead of requiring a third-party application to get all the feeds you need.

[tony]

Dumb question time: Why not Genesys WfM...? Cost...?

Tony

[CTIgem]

cost comparison is one of things to look at as well.

[tony]

If it's based on Licensing and you want some information, PM me...?

Tony

[victor]

[quote author=CTIgem link=topic=2272.msg8269#msg8269 date=1180968279]
Hi,

Anyone out there have exprience with third party workforce manager, like blue pumpkin?
Trying to implement workforce management in our call center.
We have about 200 agents.

Thanks.
[/quote]

I really like Blue Pumpkin and would recommend it over WFM any day. Simplicity is a real beauty. WFM has a lot of tiny little things that you need to fine tune in order to get it working, but at the end I found results to be pretty much equal. WFM is interesting when it comes to multi-skill, but you can do the same thing with Blue Pumpkin with just a bit of imagination. And of course, the price is much much cheaper.

WFM for 200 seats is probably like using a bazooka to kill an ant.

I would recommend this thread:

http://www.callcentrevoice.com/vtopicf_11_3342.htm

It has some very interesting insight on all of them. As for Genesys integration, WFM has the best integration options, followed closely by Blue Pumpkin and the rest. At the end, pretty much all of them connect. And if they don't, in most cases it would be as cheap if not cheaper to develop your own adapter the way you need then shell out additional money purchasing an optional adapter and getting the functionality you need.

Best regards,
Vic

[CTIgem]

Thanks for the info.