8720 versus SIP T-Server

Genesys Cloud WFM
1

Hi,

I am witnessing a major shift in call center market taking place right before my eyes. I am seeing Avaya 8720 aggressively repositioning itself from being a PBX maker to offering a complete call center solution, by providing everything from CTI to Quality Management and WFM. I am also tracking current Genesys emphasis to suppress Avaya’s expansion to upper middleware layers through introduction of Genesys SIP Server; however, again and again I am feeling that Genesys is losing ground to Avaya.

There are several reason for it, but the main are like this:

  1. Genesys CTI was always dependent on Avaya, and client mindset is built upon relying on Avaya if Genesys goes down. So, we have a lot of Avaya PBX engineers who think hardware first, sodtware second.
  2. Avaya features come close to being indistinguishable from Genesys
  3. Avaya is more aggressive on licensing discounts than Genesys
  4. It is more flexible regarding product integration and certification than Genesys
  5. Its licensing scheme is much simpler than Genesys (have you even seen Genesys routing license?!)

Again and again I find ourselves in a position where we are defending what used to be Genesys turf against Avaya.
Am I the only one who is seeing this? What is the best way to position Genesys CTI versus Avaya? Any thoughts?

Best regards,
Vic

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2

Hi Vic,

I’m not fully up to speed in the greater contact centre market as I join projects once Genesys has been decided on. My thought is that the senior people that make the decisions will look at two points - functionality and price. If 2 competing products cover the requirements then it boils down to price - if one is significantly cheaper than the other then it is a no brainer. Licensing peculiarities drive me mad but wont affect the big decision.

Wyn

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