Genesys Omnichannel Engagement

[t2true]

Avaya Aura 7.0
Avaya SBC, ASM, and SM 7.0


We are currently running Avaya Call Center Elite (ACCE), but are considering ditching it in lieu of Genesys Omnichannel Engagement (GOE).
The thought is to run GOE as a subsystem of Aura.

I'd like some feedback on your experience with Genesys, its functionality compared to ACCE, integration thoughts, and pros and cons.


Thanks

 

[joe2938]

ya good luck with that

 

[t2true]

LOL...Good luck with GOE or good luck with getting feedback?

 

[joe2938]

trying to make a 3rd party software work correctly with an Avaya product

 

[jimbojimbo]

Avaya and Genesys will play together "somewhat". There are a variety of issues around what Genesys specifically supports for AES and then there is the issue of developing a third party application to convert the proprietary Genesys SIP headers to RFC7434 messaging Communication Manager will recognize.

Before going down the path of Genesys you might want to look at Avaya's Oceana product. Although not as mature, it is based on the original ACE platform so the core functionality has been around for some time. I consider Oceana the equivalent of Genesys.

The bigger question is what specific business objective are you trying to satisfy?