I run both Genesys CPD and Avaya Call Classifier outbound systems.
Unfortunately we have been unable to find a way of properly benchmarking the Avaya solution as yet as you can't record the progress detection segment of each call. Anecdotally there is a marked difference between our Genesys CPD using dialogic hardware and Avaya CC solutions.
Genesys CPD out of the box is not fantastic, it relies on the default settings of the dialogic card which, in Australia at least, is terrible. We have spent quite a lot of time and money tuning our dialogic settings and usually see accuracy levels of 95% +, depending on phone type.
If I were given the choice I would run 100% Genesys CPD, but never with the standard dialogic detection settings, or the standard settings that are available from Genesys. If you were dialling in the US then the Genesys settings would be better.
When tuning CPD settings it is all about balance, you can easily tune it to not send any AM's to agents, however this means you hang up on a lot of customers. On the flip side you can easily tune it to not hang up on people, but this sends a lot of AM's to the agents. Which way you go should be left to the call centre managers to decide, do they want better productivity, or annoyed customers.
Hope this helps.
