Genesys IR versus Lucent/Advocate

[Matty]

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.

[Anton Mayer]

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

[Pete Ellis]

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.