Good evening,
I work for Conseros and we know Pavel from a previous project. Pavel, thank you very much for your positive feedback.
@PeterJ
Your summary is excellent. If you need additional information on Conseros GTL, please send an e-mail to contact@conseros.com, and we will get in contact directly with you. We would be happy to share additional information and webinar if interested.
Some quick notes on GTL and BPR:
1. At a high level – Genesys BPR is not a product - it is a concept that requires custom development (Open Media, integration server, Interaction Server, and Universal Routing Server) to realize BPR goals and benefits. That is the first part of the challenge in terms of time, effort and risk.
2. The second key challenge we’ve seen is in the area of reporting and real-time monitoring. The business requirements here are completely different from typical voice and interaction focused reporting – tasks and the way you need to manage task fulfillment is very different from “voice”.
3. Third part, and probably the most important, is the need for an implementation methodology to guide business and technical people through the process.
As PeterJ mentioned, if you want to implement the Business Process Routing concept you can either start from scratch and build a lot of IXN scripts, routing rules, reports and your own integration server – or you can leverage something like Conseros Global Task List. At the end of the day it is a commercial question and requires an evaluation of potential project risks. If the scope is simple – e.g.: route some faxes into the call center – Conseros would recommend a custom, OpenMedia based Integration. When the scope moves towards more complex business process / CEBP type integration (some have called this dynamic enterprise, or centralized customer service organization) we would recommend taking a closer look at GTL. GTL has already proven that it works and delivers BPR with out of the box functionality, mitigating many of the risks often seen in custom development.
The business benefits and the ROI for a BPR project are potential large. The more FTE’s you have in your customer service organization (front and back office, this isn’t only about the call center) the better the ROI will be. On another note, we are seeing more requests for BPR (Business Process Routing) or CEBP (Communication Enabled Business Processes) solutions – customers understand the benefits of such solutions.
Take care
Thorsten
