Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JC on January 27, 2010, 11:30:45 AM

Title: CCA v8?
Post by: JC on January 27, 2010, 11:30:45 AM

Hi, does anyone know if CCA is going to be part of the V8 upgrade?

Thanks,

JC

Title: Re: CCA v8?
Post by: ecki on January 27, 2010, 11:59:45 AM

Hi,

CCA is going nowhere what I know. Will stay on 7.2 and wait until Infomart become finally stable and powerful enough to replace CCA. Then possibly it will face EOL. But that is still far far away.

E.

Title: Re: CCA v8?
Post by: JC on January 28, 2010, 02:30:55 PM

Thanks Ecki,

Don't Genesys realise that Infomart is too complicated and too expensive for some users?

JC

Title: Re: CCA v8?
Post by: OXE_4400 on January 28, 2010, 03:24:45 PM

[quote author=JC link=topic=5116.msg22654#msg22654 date=1264689055]
Don't Genesys realise that Infomart is too complicated and too expensive for some users?

JC
[/quote]

Especially taking into account that CCA ( Hyperion ) is for free...

Title: Re: CCA v8?
Post by: ecki on January 28, 2010, 08:03:12 PM

Hi,

Well, some customers are complaining that CCA is too complicated and very limited. At this stage CCA is for free bundled with Framework because of Infomart, otherwise you can bet that it would cost the same price as Infomart cost now.

e.

Title: Re: CCA v8?
Post by: Fra on January 28, 2010, 11:06:05 PM

I confirm what Ecki already said, CCA is going to be EOL in the Genesys roadmap.

Fra

Title: Re: CCA v8?
Post by: Adam G. on January 29, 2010, 10:17:31 AM

Interesting thread so I have to comment.

I think that the current two level offering is a fair offering - CCA comes for free (as in beer) but if the customer wants more and detailed reporting then they need to buy Infomart.

I'd have a problem if the 'free' option was EOL and the only way for a customer to have any sort of reports is to pay huge amounts for Infomart. A contact centre is nothing without reporting.

If there is no reporting option included for free in the future, I'll make the reporting engine [b]I have written from scratch[/b] available for free. Its functionality is like CCA but more flexible.

Pavel

Title: Re: CCA v8?
Post by: tony on January 29, 2010, 10:38:53 AM

I must have read that wrong - Pavel is giving away free beer....????

Title: Re: CCA v8?
Post by: ecki on January 30, 2010, 09:15:59 AM

Hi Pavel,


[quote author=Pavel link=topic=5116.msg22669#msg22669 date=1264760251]
but if the customer wants more and detailed reporting then they need to buy Infomart.
[/quote]

I would add only "and more troubles" ;)

e.

Title: Re: CCA v8?
Post by: tony on January 30, 2010, 03:42:19 PM

If there is one thing I have picked up over the years with Genesys Solutions it's; never compare different reporting elements... :)

I have spent way too long, on behalf of many different customer areas, comparing and defining exactly what a report shows, how it is composed, what changes have been applied to it, where it differs from other reporting engines, etc.

WfM counts non-recurrent interactions (if you have DCID "ticked'), CCA counts volume, Infomart count interactions/legs... it really does depend on what a business want the reports for, as opposed to spending all of the time justifying the details of the composition of the stats in the results.

The world would be a simpler place if, like the industry standard definition of "SLA", we all stuck to the same definitions for reporting - wouldn't it...?  Unfortunately, there are usually too many "business variables" (such as "he was off sick that day, so it doesn't count - can we find a way of excluding those figures...?") to see what really happens in reporting.

A good way might be to start fresh - wipe the slate clean and go for new reports with statistical definitions that cannot be amended - and then let everyone use the same ones, instead of repeating the exercise with every variation to cater for every eventuality.

Just my thoughts, really... :)

Tony