Call Manager and Genesys

[Vic]

I went to GForce here in Japan last week, and one of the presentations they had was on Genesys VoIP solutions.

I am very unclear as to WHY would we offer Genesys VoIP to our clients. What advatages are there to using it as opposed to having Call Manager? Does anyone know if Genesys supports CM?

Is anyone doing any kind of testing?
Thanks,
Vic

[Rory]

Vic,

As far as I've heard Genesys does not support Call Manager although I have heard that there may be work in progress at Genesys to write one. Don't know whether this is true or not.

Rory

[Joel]

We have done much investigating and Genesys does not support CM /Genesys CTI integration. Genesys has pushed their VMX product on us to noavail. Its too bad because we are strongly thinking of moving to IPCC in the near future.

[Joel]

That's DMX. It performs the same functions of the CM ie. a VoIP switch. I'm not sure if Cisco has any plans to open their code to Genesys to create an API. The competition is looking pretty fierce between them. The IPCC product is quite good and many organizations have already made the switch.

[Vic]

Interesting!

I was looking through Genesys docs and it says there that they support Cisco. I am not too familiar with IPCC what is it?

[Rory]

IPCC is the Cisco IP suite (IP Call Centre) HOWEVER, I would debate whether it can really support a call center without the like of ICM running over it. To me IPCC is the basic IP telephony although the capabilities will grow as 3rd parties write software for it.

Rory

[Joel]

ICM is a component of the IPCC.
It is the heart of the the IPCC suite.

Cisco internet telephony is not dependent on having IPCC.