I am not sure about WFM, because I looked at it, and said;"maybe later", but the rest of the products are pretty solid in my opinion.
Interaction Router is definitely a good product. I think Genesys actually got its act together with 5.1.5 release and delivered a product that we are actually using right now on a multiple multisite environments.
IR implementation can be very rocky with some sites, and be just a walk in a park with others. It just depends on how much you want your IR to do for you. If this is just a simple Skillased routing or even simpler agent group routing, then, in most instances, you will find the implementation and testing rather easy and brief.
Most of the customers, however, want lots more than that from a product they paid so much money for. On top of that, our sales are always touting the features that we never really even implemented (like LastAgent routing). If you are expecting to do a database dip, fancy attacheddata analysis and onafly statisticsased routing, you are in for at least 3 to 6 months of work. The problems only compile if you are installing it on a functional call center.
All that said, at the end, after we implemented the skillased routing plus threehundred other things, the abandon
ate was cut by 20 percent, waitinqueue by 16 percent and an average call length was decreased by 8 percent.
Of course, the payoff for this is an increased number of tech support requests, software updates (we ALWAYS update something every 2 months or so), and a lot of Saturday night work.
Victor
