Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Sunny on January 01, 1970, 12:00:00 AM
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Has anyone done the comparision between Genesys vs choosing ACD routing? I would like to know the benefits of Genesys over ACD based call center? Thanks,
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Have you looked at Genesys' website?
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Sunny,
what ACD do you have in mind?
here are the basic reasons that I usually give my clients:
1. flexibility : ACD has a limited number of stats available to base the routing on. It also cannot (in most cases) connect to third party products.
2. stability: ACD is inherently more stable that Genesys; however, the stability comes at the price of limited functionality and extensive training by the staff. Usually, you do not want your SVs to touch PBX. With Genesys, you have an extra isolation layer between them and your PBX. So a good idea is to have ACD routing as a backup for Genesys routing
3. performance: ACD is fast. There is no question about. But, for high volume of calls, you are putting an enormous amount of load on a single machine. With Genesys, you can distribute the load to your heart content.
4. reporting: ACD reporting is very accurate. Genesys reporting is rather flacky. But, the deviation is on average under 2%. In exchanger for the 2% deviation, you get a rather stylish graphic representation of what goes on, instead of a VGA piechart with 14 dot System font. Also, you can base your routing on your historical figures, such as days of the week, months, number of agents and so on. With ACD you are limited to what they have in the drop down menu.
To summarize: ACD is simple but stable. ACD is a truck that will get you and your load from point A to point B in one piece, regardless of the pavement. Genesys is similar to a Ferrari (a red one). It won't run in the woods and eats up a lot of gas, but it sure helps you score.
If you are looking for stability and simlicity of use, go with ACD. If you are thinking about something over 200 agents and there is a chance of having a variable inbound workflow and fragmented workforce, choose Genesys.
Does it make sense?
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Hi Sunny and Vic,
Sorry, I’m not agree with Vic.
The difference between ACD and Genesys (Routing solution) is the “segmentation”. I’m talking about Inbound (voice only) Call Center and not Outbound Call Center.
If you have to install a call center when the salary of these agents (these agents aren’t skilled), and the number of agents aren’t a problem for this company and when the Quality Of Service (QoS) and the Efficiency aren’t a problem for this company… Or if you didn’t have a CRM… ‘may be’ you can choose ACD.
If you choose Genesys you can decide, before the distribution, during the routing (using the CRM database), if this new call has to be process with
A good QoS and the best Efficiency…
That’s our problem in Europe. All Inbound Call Center agents have to be skilled (bank, insurance, …) and their salaries are the biggest problem when you have to create a Call Center. So It’s like your task every morning… You have to choose if this task is the main task to do this day… In a Call Center you have to choose, this new call : this is the good customer or a bad customer… So with my 70 or 200 agents, this new has to wait or not. This new call has to be park on the Gold Queue or the Bad Queue. To do this process this you have to do “segmentation”, you have to access on the CRM database and take (during the routing) the decision.
Unfortunately we didn’t care if the Gold customer is processed after the other.
Unfortunately, with my experience if you didn’t have many “abandon” on your queue, you hire too much agent. So the total cost of your Contact Center is too important !…
That’s why my last customer in France: 5 sites on multisite with NORTEL SYMPOSIUM choose Genesys for the routing… In this solution we didn’t use the ACD NORTEL, we have routed directly on the agent extension… and it’s work fine (2 years on production). I didn’t say it’s easy, but the ROI is perfect !
Note : if you have to process customer Email (with Voice inbound), it’s another question… Choose Genesys and avoid “kitchen making software” to connect all this stuff with the CRM. We say in France “avoid social programming”: avoid to have only one guy in your team who can update this kind of specific connector. If he quit restart on the step one the Call Center project !
I’m talking about my experiences.
Best regards.
Philippe.
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Sorry please read :
"...Unfortunately we didn’t care if the Gold customer is processed BEFORE the otherS...".