Johnny,
from what I have seen so far, you will be able to replace CCR with ERS and have all the functionality of CCR plus some more. Yes, ERS offers a lot of really great features, allows for a more meaningful strategy definition than a CCR script, routing can be done on a myriad of different targets and not just DN or agent skill, you will also have an access to what I really like "Virtual Queue", which would allow you to place calls on in different queues for reporting purposes, even though in real life calls are still on the same CDN... The list goes on and on...
But, as you know, with everything that sounds too good to be true, you are not hearing the full story.
The very first problem you will run into is that calls will no longer be delivered to an ACD position, but an extension instead. To make matters worse, this happens ONLY if this call was routed by URS. So, depending on a configuration of your call center, you will actually have calls come on both ACD position AND extension... This happens when a call is dropped to default by URS, but still, you will have your ears full of customers complaining.
Another problem is that you will REALLY need somebody who knows G6.1 very well, unless you are planning on just doing a really simple routing. And even in that case, you will probably need to get used to testing and testing and testing long into the night, just to get verything right.
The biggest complaint with CCP is that it is not MAX. If a customer have never seen MAX before, he will love CCP. If they have used MAX before, they will complain that it does not look like MAX, and that it is not as reliable as MAX.
Another major problem you will face is that you will not be able to see number of calls in an ACD queue. Believe it or not, link simply does not tell its CTI clients that a call is queued in an ACD until call actually ARRIVED to a phone!
So you will need a third party application to monitor them there are a lot of them, and they are pretty simple, so in a worst case scenario, you can easily develop it by yourself: all you need is Genesys Active X componeny.You can avoid this problem by doing all the queueing in virtual queue, but still, you will be damned to know how many calls were dropped to a default ACD queue.
Implementing Genesys with skillased routing usually decreases your average time in queue by about 13 percent. Genesys claims it to be around 30, but you really need a screwed up environment to start with in order to get this figure.
If you are a big call center, and have the money, people and the will power, I would say, go for it. If not, make sure what you are getting into, because otherwise, you will be perpetuall stuck with putting out all those local fires caused simply by not knowing better.
MAKE SURE THAT YOU HAVE SOMEONE WITH G6.1 certification before you start. Otherwise, you will always depend on outside help for any modofication and support. If you have G6.1 you can do some of the work yourself, and still be fully supported by Genesys and your VAR.
Did I answer your question?
Vic
