genesys or Avaya ACD??

[jaf1126]

we are researching the differences between ACD routing with Avaya or using Genesys.  We currently have an Avaya Advocate PBX with Genesys CTI and IVR, which platform should do the ACD routing? what are the true differences between genesys and avaya's routing?

[CTIgem]

Genesys is very strong on routing and reporting.
I guess this is why many company runs genesys behind switches.

[mark]

[quote author=CTIgem link=topic=2511.msg9598#msg9598 date=1192106120]
Genesys is very strong on routing and reporting.
I guess this is why many company runs genesys behind switches.
[/quote]

It does lack some of the finer switch style reports though, which is something that Avaya has.
Genesys on Avaya... could be an idea.. there are other companies out there that have done this.

[Mike Kamlet]

Which ever system controls the routing is the system you'll want to do the reporting.

We are using Avaya ACDs but Genesys skills based routing.

In terms of the differences in the routing engines, I guess it really depends on what you want to do.

Genesys provides a very robust tool that allows you to route just about any way you can think of.  That becomes a double-edged sword as it gives you a lot of rope to hang yourself with.

[victor]

[quote author=jaf1126 link=topic=2511.msg9596#msg9596 date=1192054008]
we are researching the differences between ACD routing with Avaya or using Genesys.  We currently have an Avaya Advocate PBX with Genesys CTI and IVR, which platform should do the ACD routing? what are the true differences between genesys and avaya's routing?

[/quote]

I have been working with Genesys and Avaya for quite some time, and topic of routing is as old as URS (or IR) itself. In a nutshell, if you already have URS, go with it. Genesys skill-based routing, load-balancing, ability to integrate with DB and third-party software, and ease of use cannot be replicated in Avaya.

I like URS because it offers easy way for people to assign skills to agents thought configuration manager, and also because it is relatively easy to create and test new routing scripts (strategies) without playing with Avaya's TRON-like terminal.

Genesys reporting is OK. I am not as ecstatic as other people about it, but simply because it is not as reliable and easy to use as Avaya's. Inconvenient truth ( ) is that supervisors are used to Avaya's reporting and you would be asked again and again to replicate Avaya's reporting on Genesys. This is not an easy task.

The only drawback is that even if you have Genesys URS up and running, you must have some sort of fallback plan for times when CTI decides to take a "vacation" (read: crash). At the end of the day when everything else goes down the drain, you  still must rely on your PBX to get you through those rough times, so you end up having to duplicate routing on both Genesys and Avaya. Is it worth it? Some people would agree, other would disagree. But if you have already purchased the licenses for routing, there is no reason why you should not be taking advantage of it.

I hope I answered your questions. If not, fire away

Best regards,
Vic

[cavagnaro]

Going a little bit out of the topic, what is so great about Avaya statistics that you can't do (easily) on Genesys?

[victor]

It seems like during the last 24 hours my post were rather pro-Avaya...

What is bad about Genesys reporting? The answer is NOTHING.

Unfortunately, Genesys reporting does not take into consideration that most of the people who are using it have been raised using a pre-historic TRON-like reports from Avaya, Nortel, NEC and others, meaning that they usually demand the same sort of reports from Genesys, which do not come pre-packaged in a nice template.

Also, flexibility offered Datamart and CCP come at a high cost of complexity, where getting the right stats mean hundreds and in some instances thousands of hours (is it how you spell it?) to get it right after extensive testing and a convoy of emails between Genesys Support and SIer.

Last, but not least, at the end of the day, any discrepancies between Avaya CMS and Brio reports usually (and unfortunately, rightly so) are blamed on Genesys.

This is why Genesys is still used in conjunction with PBX reporting. At least everywhere I seen here.

[cavagnaro]

Well as a semi-expert on Genesys stats, i have been able to confront Alcatel and Nortel positions. To be honest once you understand exactly how it works, creating a stat is very simple...DMA is really a huge help but nothing to be done if you don't know what you are trying to do or analyze...
I believe it is more a training or experience issue then rather than a bad product then.
The hard part is do the match between what PBX says and Genesys says...