NOM vs. Interactive Router Server

[J.D.]

For the last year Genesys went on offensive with Interactive Router. I am a simple man who likes to keep possibility of something going wrong to a minimum. Interactive Router offers an intelligent routing solution; however, how often do you encounter a small to medium sized call centre that is willing to spend money on features which might potentially increase agent's productivity? Are the some figures based on real implementation which does some kind of cost analysis of Interactive Router and its performance? **Doubting Thomas

[Victor]

I would like to see this one too! I must agree that sometimes IR is simply an overkill, especially since a lot of call centers simply do not have the manpower required to implement and maintain it. Troubleshooting it is also a rather big issue, so I would really think twice before embarking on this journey. The road is rather long a windy. Vic

[Zoe]

I've seen Genesys resellers even trying to convince Rockwell or Aspect ACD customers to migrate to IR. Well, do not laugh some IT folks are biting on this and will try to implement IR and will probably return to proven technology after spending weeks of... you know what

[Lilly]

NEAX and IR? This is a new one! I heard something similar: our centre was approached by a Genesys reseller and, can you believe it, suggested that we purchase NOM with IR. Lucky for us, one of our support personnel was a contractor having experience with Genesys products, so, we were able to avoid a very very costly mistake. Do reseller companies have a technical knowledge to support the products they sell us? L.Smith