Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: eaglecti on December 10, 2017, 12:50:46 AM

Title: Any need for VHT Callback?
Post by: eaglecti on December 10, 2017, 12:50:46 AM

Looking at deploying PureEngage Callback but appears that VHT Callback is an option.  Anyone with experience on both, appreciate any thoughts.  Looks like Genesys offers both options.

Title: Re: Any need for VHT Callback?
Post by: Kubig on December 10, 2017, 10:13:44 AM

Genesys offers GMS as their own solution and also still offering the VHT as the supported 3rd party software suite.

Title: Re: Any need for VHT Callback?
Post by: eaglecti on December 10, 2017, 03:01:37 PM

Thanks - do you have experience with both - any thoughts on:
a) ease of implementation (technical complexity)
b) any pro/cons would be great

We have 3-4 month deployment window.

Thanks!

Title: Re: Any need for VHT Callback?
Post by: Kubig on December 11, 2017, 09:02:54 AM

From my point of view, GMS is quite easy to deploy as it is pure Genesys product and is documented very well. Also, the GMS is serves as open API, so it easy to use. Otherwise, the VHT suite is complex solution for managing the voice callbacks at all. It depends on your requirements, budget, etc.

Title: Re: Any need for VHT Callback?
Post by: msd86911 on December 15, 2017, 07:51:46 PM

Yes, I dealt with both,it is much easier to implement GMS callback but you must have experience in ORS at least.
Here are some points to consider:
1 -VHT is fully matured application (Complex but has a lot of features built in) in GMS you have an open API and you must implement most of IVR flow yourself.
2- Customization in VHT is painful or not available, I remember spending 2 weeks to add database block to check for the dial entered by the caller (IVR implemented using OpenVXML with no documentation what so ever, but due to maturity of the application you shouldn't need much customization) in GMS it is opened API and the application can be developed in composer.
3- Support for VHT through Genesys is always slow, but GMS is Genesys product.

Title: Re: Any need for VHT Callback?
Post by: eugene on December 17, 2017, 04:23:10 AM

Hi Eagle, i've worked with both.  VHT has more bells and whistles which honestly you likely wont use. 

Do you already have GVP or would need a dialer as part of this callback solution?  if not then 3-4 months is not realistic in my opinion.

VHT is far more expensive and their PS and support is not great.

I think the biggest upside to GMS is that it's tightly integrated to the suite which means reporting both realtime and historical works nice.  that alone is my opinion is why you should go with Genesys Callback.