VoIP

[C.J.]

Dear Genesys Forum Readers,
our call center was approached by genesys consultant offering voiceoverIP implementation with Genesys 6. We are very interested in trying voip, but we are currently using version 5.1.

Is there anyone out there who has already implemented voip using Genesys version 6? What is your opinion about it? How does it compare to Nortel's VoIP solution?

Any information would be greatly appreciated!!!
C.J.

[Naoki]

C.J:

I suggest that your consider talking to your PBX vendor first. Do you plan on supporting Web CallBack or WebCall Through? In case of latter, you will need to make sure that your PBX vendor has the necessary equipment to encode the call into VoIP before sending it to the DMX. What is the point of having VoIP package if your PBX does not support it?

You will also need to take into account such issues as security and cost performance.

To be frank, there is a lot of hype about IP his hat, but when you ask for concrete examples, you will find out that many a case call centers which implemented this option lost money in a long run, or have the whole system just idling somewhere in the attic gathering dust.

My own three and a half yen worth of thought.

[Peter]

CJ

I've implemented VoIP 6.1 in a lab environment against a Cisco VoIP Gateway and was quitre impressed with what Genesys have to offer in this area. There was no local PABX and we took an "IP feed" direct from the Telco's DMS100 switch into a Cisco VoIP gateway. There were a few issues with codecs that we had to overcome and some integration issues with Cisco Call Manager (which the customer insisted on using) but these were all largely resolved.

A principle advantage of a "switch less" VoIP environment is that all those delays with configuring switch resources disappear. If you want a new Queue you just configure it in Genesys CME and you've got it. There's nothing anywhere else that needs to be configured.

If you've got some more specific questions let me know and I'll do my best to answer them.