Hi,
Welcome to this board.
First of all Genesys can do a lot to help you but it will be much more of what you expect. Basic Genesys (Inbound) has integrated reporting functionalities, RealTime with a component called StatServer, this will collect all stats you need and define, it's architecture is very flexible so you create what you need, not what Genesys wants you to see.
Historical Reports is also a consecuence of StatServer, another component (ETL) will extract this info and store it into a DB (MSSQL, Oracle, Informix, DB2, Sybase) from where you can use any BD client like Crystal Reports for example and build your own templates, or you can use Templates that Genesys already provide with BRIO, but again you build what you need, not what Genesys tells you to see. In this way you create the reports as you want them to be, as Crystal Reports, Brio is not a end user application ready to go, you will need some expertize and someone who builds this reports and end user will only click and select dats and ready to go.
Supervisor Desktop is a module of Agent Desktop (GAD) where the idea is to give the end users a unique interface, however for me, it is no match for a CCPulse (end user real time viewer).
With Genesys you have right to use URS (Universal Routing Server) on where you can do complex routing decisions for the agents including all the power of a CTI, like connecting to a DB before going to a customer, apply priorities to a call based on a field that the DB returns and select an agent with skills or a script to choose the best agent for that call.
You will also have GAD, as mentioned, a end user tool, basically for agents where they login and control their phone interactions. However this can be discarded if you develop or buy another Genesys compliant softphone.
Call Record is not an option of Genesys, you will need something like Nice or eTalk to achieve this and they can integrate with Genesys and use the data attached on a call to use that power too and record based on a value of those fields.
For the budget, depends, if you have a good contact with Genesys you can get a good discount and maybe do something. I believe, not confirmed, that you will maybe need more budget for this little monster
