Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on February 21, 2008, 03:40:45 AM
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Hi,
we were asked by one of our clients to prepare a presentation why WFM is better than what is offered by Blue Pumpkin and Aspect workforce solutions. I have seen Blue Pumpkin and just love how pretty and easy it is to use. Compared to Java-based WFM with really poor graphing capabilities, we are at a disadvantage here.
I know that we can do WFM-based routing; however, other than that what can WFM do that others not? Something that NOT Engineers but call center supervisors and planners would understand.
How is call modeling engine compared to the competition? Any case studies that show it is, hopefully, better? I need something fun, because "shift-trading", "vacation" and all those things are just "whistles". I need the "bells" and, of course, the main reason why someone would want to use WFM over Aspect when they have flexible (and long) shifts that cannot be changed.
Thanks,
Vic
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Vic,
Here's a few items - although not sure if they are delivered by Blue Pumpkin or Aspect;
ROUTING: As you say, routing can be factored by WfM. However (the down side) this does not work in unison with other, complex rules that may be within a standard routing strategy (Business Rules, timeouts, overflows, etc.). With the WfM-based routing, it appears to be "all or nothing", unless you are prepared to re-write it, from the beginning.
INTEGRATION: I would say that integration is a good one; WfM takes the basis of Agent details from CME, with the "bells" being that you add supplemental information for WfM to pre-defined Users on the system. This saves a lot of time if you are adding (deleting or amending) large volumes of Users.
ALGORITHYM: Arguable, but the Erlang-c(+) calculations placed on Scheduling and Forecasting works very well for larger volumes and with a large amount of historical volume (1 year +). Again, the downside is that if you only have a few staff in one Team (less than 5) or little or no historical volume, it doesn't perform too good at all.
VERSATILITY: There are many, many *many* ways in which to apply Forecasting. Take your own historical volumes, use 6 months, use all available, etc. Then you can update the interim results determined by the WfM engines, shift things around, move Agents in and out, fiddle around with breaks, time off etc. and then Publish it. Very versatile in that respect. Not sure about the other Solutions but this can handle a lot of amending before accepting and publishing.
GENESYS: Well, errr... it's supported by Genesys... meaning upgrades are free...(!)
- On reflection, I'm not sure any of this can be considered "fun" but I've never considered WfM a fun subject! :)
Tony
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Hi Vic,
I saw a document/table on Genesys xChange site that compares features of Genesys WFM and other WFM products (Witness,Aspect,IEX).
René
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Rene,
is it on revgen? Do you have the link to it?
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Vic,
xChange is successor of RevGen. Here is the link - https://xchange.genesyslab.com/xchange/base/Base%20library/WFM%20Competitive%20Comparison%20April%202007.xls
René
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Guys,
Having done a lot of work on IEX and Genesys I can say that the spreadsheet does not tell the whole truth.
Pavel
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I can't download the file, but I can access xchange. Can you please post the file here?
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Cavagnaro,
I would like to avoid Genesys ringing me up at 5 AM to tell me that there is a copyrighted file on my site and that if I do not take it down, they will sue me, my kids and my neighbors' pets. :) (Not that they have ever done that, but you get the message ;D )
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lol ok got it :)
Weird thing is that I can access but can't see anything...they are working on it :)
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Cavagnaro,
They are working on it but I would say your issue is related to insufficient permissions. Contact your Genesys sale rep and ask him to setup them "correctly" for you ;)
René
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But on RevGen i did have access to all info.
Will contact him and see if he can be usefull ;)