Cisco and Genesys

[Tambo]

Hi Guys,

forgive my ignorance and lack of detail here but just wondered if anyone can help with an answer.....................

We are looking to change all of our switches over to Cisco (sorry dont know which ones yet). We route calls virtually at the moment from call centres (Alcatel) to homeworkers (Nortel) to stores (Alcatel - media gateway I think) via Genesys obviously.

The question is, will we still need Genesys to route virtually or can Cisco switches do this by themselves?

I have read threads etc on here and people are using Genesys with Cisco but is that because they want to rather than having to??

cheers

Tambo

[cavagnaro]

Genesys is a software that integrates with your Premise PBX solution. How you reach your remote workers is not a Genesys business...
Genesys handles your Call Center life, so unless you put some other software that will do CTI and agents control over Genesys then yes, Genesys will still be needed, however you must be sure that Genesys will survive with whatever you put as PBX.
Genesys support many PBX manufactures and models but you better ask to a Genesys sales guy to be 100% that it will be ok and no surprises

[Tambo]

Hi Cav,

understand everything you say as i've been working to this end for years now with Genesys but on a personal level thinking of job security...................realistically is there a job for me or can Cisco handle it all without Genesys??

Tambo

[Adam G]

Hi

I think what you are asking is "can Cisco handle everything that Genesys does, currently?"  I guess that depends on your deployment and how much integration has taken place.

You've got my details - maybe take this off-line..?

TT

[Ron9Gogo]

Hey guys,I totally agreed with Tony that  it depends upon deployment and how much integration has taken place.Well written.

[christianssjons]

Knoahsoft has many partners, such as Genesys, Cisco and Avaya, and Knoahsoft's products integrate with all of its partners' products. • Knoahsoft has received many awards, such as the 2008 Product of the Year award from Custome

[mishmosh]

It depends a lot on the type of Cisco platform your company is deploying.  If it is Cisco UCM, which we have, this platform does not have any call center functionality, so we use Genesys on top of it to route calls to agents wherever they sit.  If they deploy Cico IPCC, this is their call center platform.  It's not as sophisticated or flexible as Genesys, but it will route calls virtually, assuming that all the agents in all geographies are just SIP endpoints on the same IPCC.

[Tambo]

Thanks Guys,

I believe they are looking at CCaas, I've had a look and it does seem to deliver a routing "cloud" for all interactions similar to Genesys but all I can find at the moment is just an overview of it.

Anyone know anything more by chance??

Tambo

[lanham8Marcus]

The information provide by mishmosh is absolutely correct. It Solely depends on what Cisco platform you are using, whether Genesys is required or not....