Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: longcao on July 11, 2012, 03:05:29 PM

Title: Does GIM have any advantage over CCA historical solution?
Post by: longcao on July 11, 2012, 03:05:29 PM

My client is experiencing Reporting solution upgrade, we are trying to persuade them to upgrade to GIM?
My question is what advantage GIM has over CCA?

Thanks in advance.

Long Cao.

Title: Re: Does GIM have any advantage over CCA historical solution?
Post by: cavagnaro on July 11, 2012, 05:07:25 PM

hehe and how can you advice your customer to move on to a product which you don't even know what it does???
I would go to Genesys presales team and ask them to help you...
GIM does took a different approach but not necessarily will be an advantage...it is like if you sell a kid a super computer with 8 CPU of 3.2Ghz, 64Gb RAM, 2Tb HD and he plays Age of Empires on it...mega HW under used...so was it the right sale for him? Obviously not...

Title: Re: Does GIM have any advantage over CCA historical solution?
Post by: longcao on July 11, 2012, 05:34:06 PM

[quote author=cavagnaro link=topic=7273.msg31051#msg31051 date=1342026445]
hehe and how can you advice your customer to move on to a product which you don't even know what it does???
I would go to Genesys presales team and ask them to help you...
GIM does took a different approach but not necessarily will be an advantage...it is like if you sell a kid a super computer with 8 CPU of 3.2Ghz, 64Gb RAM, 2Tb HD and he plays Age of Empires on it...mega HW under used...so was it the right sale for him? Obviously not...
[/quote]

I am GIM certified, I do know some differences between CCA and GIM, but I still want to know some more detailed and technical comparison between them, making me more persuasive.

Thank you , anyway.

Title: Re: Does GIM have any advantage over CCA historical solution?
Post by: smile on July 11, 2012, 06:30:58 PM

[quote author=longcao link=topic=7273.msg31052#msg31052 date=1342028046]
[quote author=cavagnaro link=topic=7273.msg31051#msg31051 date=1342026445]
hehe and how can you advice your customer to move on to a product which you don't even know what it does???
I would go to Genesys presales team and ask them to help you...
GIM does took a different approach but not necessarily will be an advantage...it is like if you sell a kid a super computer with 8 CPU of 3.2Ghz, 64Gb RAM, 2Tb HD and he plays Age of Empires on it...mega HW under used...so was it the right sale for him? Obviously not...
[/quote]

I am GIM certified, I do know some differences between CCA and GIM, but I still want to know some more detailed and technical comparison between them, making me more persuasive.

Thank you , anyway.
[/quote]

i'm gcp-gim too ;) briefly when customer ask me same question i talk that the main difference in historical detalization: cca can operate only with aggregate values (sum of some statistic) but gim can split aggregates into interactions and extract details from it (who exactly answered call and so on). usually it's enough for customer ;)

Title: Re: Does GIM have any advantage over CCA historical solution?
Post by: longcao on July 11, 2012, 06:38:24 PM

[quote author=smile link=topic=7273.msg31053#msg31053 date=1342031458]
[quote author=longcao link=topic=7273.msg31052#msg31052 date=1342028046]
[quote author=cavagnaro link=topic=7273.msg31051#msg31051 date=1342026445]
hehe and how can you advice your customer to move on to a product which you don't even know what it does???
I would go to Genesys presales team and ask them to help you...
GIM does took a different approach but not necessarily will be an advantage...it is like if you sell a kid a super computer with 8 CPU of 3.2Ghz, 64Gb RAM, 2Tb HD and he plays Age of Empires on it...mega HW under used...so was it the right sale for him? Obviously not...
[/quote]

I am GIM certified, I do know some differences between CCA and GIM, but I still want to know some more detailed and technical comparison between them, making me more persuasive.

Thank you , anyway.
[/quote]

i'm gcp-gim too ;) briefly when customer ask me same question i talk that the main difference in historical detalization: cca can operate only with aggregate values (sum of some statistic) but gim can split aggregates into interactions and extract details from it (who exactly answered call and so on). usually it's enough for customer ;)
[/quote]

Yes, that's also my understanding, Datasourcer only collects call info based on configuration in DMA, ICON collects all original call info. I hope it's also enough for my client...

Thanks.

Title: Re: Does GIM have any advantage over CCA historical solution?
Post by: Adam G. on July 12, 2012, 07:30:24 AM

You're thinking from a sales point of view. I think it is pretty certain that the Genesys Sales organisation is going to say GIM is perfect for the role - they are thinking $$$$$$$$.

Think of it from the customer point of view. They will say - we need reports with stats, If you know what information they need then that will give you the answer. I have seen a number of systems with GIM and you have to think why? For 80% of implementations CCA is just fine, 20% need the GIM functionality.