Genesys CTI User Forum

I have worked with Blue Pumpkin both PTE and PTFS. For skills based scheduling they use a simulator rather than an algorthym which tends to tie up the client PC. On the integration side to T/S they use to integrate to GWI which has since been dropped and now they are going to plug into CCA. On the adherence side... they use CT/Connect to get switch data for their system to complete reporting on adherence. This adds a lot of complexity to a Nortel switch and you will need to know a bit about CTConnect. They are not able to get the data from stat server.
Genesys has more feaures and functions but is faced with itegration issues when MQA and CCR are deployed in a Nortel switch. The intraday scheduling in Blue Pumpkin is better when you need to reschedule breaks when the workforce has had an impact which exceeds normal forecast parameters. If you want to talk further ... let me know by dropping me an EMail.
John