Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gitanjali on June 05, 2008, 12:45:46 PM
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Hi ,
Can u please list the difference between Multi-channel integration and Unified Communications .
Multi-channel integration deals with integration of all media channels.
Unified Communications deals with integration integration of disparate communications systems, media, devices and applications ( UM -unified messaging, One number for all devices ...) & stream lining data on IP
Thanks in advance
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Unified Messaging is the concentration of several applications to one end user, maybe a normal user or maybe an agent, however this is not Multichannel where the CTI will integrate with services like email, chat, web, fax and receive customer interactions on that way.
In Multichannel you will need several TServers which you can use to route the incoming information for making routing decisions and the agent can catch them as well.
On Unified Communications there is no obligation of an CTI or similar, it is handled entirely by the end user at his will.
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Cavagnaro,
so, with multi-channel Genesys does all the thinking and routing, but in unified all of them are indistinguishable inside Genesys and are separated at user level? I always thought they were both the same thing!!!
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yes Vic that is correct. I know definitions are very similar but the main difference between them if where they apply. Unified Messaging is more for use of administrative people rather than agents who need "something" to find them when available like a Genesys CTI