Genesys Express v Genesys (fully blown)

[seanh]

Hi everyone,

Can anyone out there advise me on the following please........

We are currently running (and have been for some years now !) what i believe is the fully blown Genesys solution (some 6.5 components and some v7) for call routing (no outbound or emails) with the VTO option also.

The helpdesk only consists of some 30 agents maximum and i suspect will never grow much beyond 50 agents maximum so the question is, would it be financially [u]prudent[/u] to move to Genesys Express and if so, are there any technical differences in functionality or should i be able to replicate my same routing strategies and reporting requirements over ??

Also, is it a brand new installation and if so what OS does Express run on, or are they just Genesys Express licenses that are applied ??

At present we run on Sun Solaris.

My customer is looking to reduce costs where possible so i would be interested to hear back from anyone who has made the same jump.

FYI, we are hanging off a Symposium server and the onsite switch is a Nortel.

thanks in advance.

Rgds,
Sean

[cavagnaro]

Hi,
Genesys Express is nothing else than a commercial name to a ready to deploy package with a lot of features. VTO is included, MCR, SS, Outbound, etc. The main issue here is that once you exceed 150 positions it stops being Genesys Express and licenses will cost more. Nothing else.
If you have a Genesysy already going don't see any change on your platform, maybe this decision should be made before the first installation, right now I don't see the point of buying it, maybe only for buying those 20 liceses with a smaller price...but talk to Genesysy to see how much will they charge for that solution vs a normal price.

[seanh]

Hi Cavagnaro,

Thanks for your reply but let me explain a little more.

We have been running Genesys for many years now but it was bought way before Express was available to my knowledge, hence, the support contract has just kept being renewed.

The customer is now looking to see if they can get away with just using Symposium which they manage themselves to route their calls, rather than Symposium passing them to our Genesys solution to do something a little more sophisticated.

So, my aim is to see if i can "head off" the competition by hopefully showing them some possible cost savings as its only a small desk, by a switch to Genesys Express but i need to understand if i would have to install and configure from scratch, or whether all installed components stay "as is" and we just apply "genesys express licenses".

Basically, i need to understand if there is any work involved at all, or is it just apply licenses.

Hope this clarifies my situation - any input appreciated.
I have put a call into my account manager and am still awaiting a call back.

Sean

[cavagnaro]

Oh ok.
I don't think any reconfiguration will be needed, only issue as said that only 150 agent positions can be considered as Genesys Express, after that you will need to pay a little more of each license and support.
If you have WFM or SDKs, then those doesn't apply to GE.

[René]

Sean,

Genesys Express is a marketing thing only. In fact you get standard Genesys components plus something more (installer, VTO etc.). I don't see any reason for reconfiguration of yr existing platform.

René