Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Matty on January 01, 1970, 12:00:00 AM

Title: Genesys IR versus Lucent/Advocate
Post by: Matty on January 01, 1970, 12:00:00 AM

Hi,

I need some help!

I have been tasked with carrying out a full evaluation of Genesys IR versus the onoard routing of a Lucent G3 with Advocate.

The Genesys side is fine as I know the Genesys environment very well, but the Lucent/Advocate arena is all very new to me.

Although I can scour lots of documentation for hours on end to work out what the Lucent/Advocate can do, I would prefer to 'borrow' any information others may have <g>

If any of you have performed the above evaluation before or know of a source of useful information that may help me out, it would be very much appreciated.

Thanks,
Matty.

Title: Genesys IR versus Lucent/Advocate
Post by: Anton Mayer on January 01, 1970, 12:00:00 AM

Hi!
I'm involved in a similar project.
If you get any helpful replies, any chance you could
share them?
Thanks in advance!

Anton
877 835 5960

Title: Genesys IR versus Lucent/Advocate
Post by: Pete Ellis on January 01, 1970, 12:00:00 AM

If you are looking at the routing strategies of the Genesys IR
against Lucent/Avaya's then you really should compare Genesys IR
against Avaya Definity EAS/BSR/Advocate and Avaya Individual Service Manager which adds the ability to route on caller experience and customer data which Genesys's IR can partially do.
If you want specific information please do not hesitate to ask.