Need Information about Genesys CTI

[kannan.v]

Hi,

We are looking to deploy a CTI middleware for couple of our Contact Centers and Integrate it with our Peoplesoft CRM application and use our CRM as a Agent Desktop so that Agents can receive call through Peoplesoft.  We are doing a feasibility study about deploying Genesys CIM as the CTI Middleware and integrate it with Peoplesoft. Can anyone tell me how easy it is to integrate Genesys CIM with third party CRM's like Peoplesoft. I heard that Genesys CIM is costly to just use it as a CTI middleware. Similarly I also read that we need to use Genesys Universal SDK to integrate it with third party applications. Are the previous two statement's true? We don't use any CTI middleware so currently agents answer the calls through their IP phones.

Can someone also tell me the approximate cost of deploying including the license along with the effort. We are also considering "Cisco Unified Intelligent Contact Management" as an alternative. So we are planning to do a cost based analysis between the two.

I would be grateful if someone could help me find answers to the above questions. I am new to CTI so please free to correct me if I made any mistakes.

Thanks
Kannan

[Steve]

Genesys do provide an adaptor for Peoplesoft, however this is not supported on all PBX types.

My advice would be to speak to Genesys, you can explain what you are trying to do and their pre-sales guys will help you achieve it and be able to answer specific questions.

[aquariusmediaa]

Yes i am agree with you

"My advice would be to speak to Genesys, you can explain what you are trying to do and their pre-sales guys will help you achieve it and be able to answer specific questions. "