Genesys Voice Portal

Genesys Cloud WFM
1

Hello all:

We are currently in the process of evaluating Voice Portal products for integration with our Genesys environment. Genesys is scheduled to demo their “new” VP software for us this upcoming Monday. Initially, we are looking at the Voice Portal solution to automate order processing and other manual processes.

  1. Has anyone out there evaluated the Genesys product or is currently using the product?

  2. Are there specific questions I should ask to determine quality, usefulness, stability of the product? Issues with integration?

  3. We are also looking at Web Portal products as web solutions. Is anyone aware of any integration issues with Web and Voice Portals (this can be beyond just the Genesys product)

I really appreciate everyone’s help!

Don

2

Hi, Don,

I think the best way to evaluate it would be to compare it to BrookTrout or some other IVR with Genesys adapter and see what it can do that a normal IVR integrated with Genesys can’t.

Vic