Genesys Express

Voice & Telephony
1

Hello All,

We are evaluating the Genesys Express Multimedia solution for our call center. I have spent several hours reading through the forum. Our decision is not yet final, but must be made soon. Any feedback you may provide at your earliest convenience would be greatly appreciated.

Forum Concerns that caught my attention:

Symposium Link and its stability/limitations

Limitation of the Nortel Meridian

Exporting data to be used with Crystal instead of Brio

Ease of moving agents

Our Info:

Nortel Meridian 61 C

Release 24.25

Basic ACD package C

80 or so agents

Our Proposal includes:

Latest symposium link version

Upgrade of switch software to release 25.XX

Professional Services installation and configuration
2

I havn’t installed Genesys Express yet but Meridian’s are well supported by Genesys.

As for using Crystal instead of Brio you can use any tool you want to pull data from the Datamart, Genesys supply Brio to give you the necessary tools to create reports. You could use Business Objects or even MS Access if you want (I don’t recommend using Access).

JD