Avaya Vs Genesys

Having worked in both Avaya Interaction Center (AIC) and Genesys, I would like to compare them. Please note that these are my personal opinions and you should consider your business needs to select the product.

EPABX:

Avaya Interaction Center (AIC) seamlessly integrate with Avaya EPABX and would be the first choice, if you have Avaya end to end solution in your environment. 

 If you have any other environment (Nortel, Siemens etc), you should go with Genesys call center solution. 

Routing:

I feel that Genesys routing is better than Avaya (even the user interface IRD vs workflow designer). Genesys Routing solution have more options and features to select the target than Avaya. I am particulary impressed with Genesys cost based routing solution (from version 7.5 onwards).  To get more details about cost based routing, please refer to my blog.

Reporting:

As always, you will find the discrepancies in the call center reports (generated by EPABX) and call center applications like Avaya OA & Genesys (CCPulse+).

Avaya reporting system (OA) is web based and is preferrable.

Genesys have ICON to get mroe insights about your customer.

Installation:

Avaya recommends only particular version of Java (even though latest versions are available) for their solution installation. While integrating with third party products like Siebel, it is better to check the pre-reqs of both the products.

I will be adding more in this blog as I further dig into each products.

About Avaya Interaction Center (AIC)

Interaction Center is the Avaya Customer Interaction Suite software platform for enterprise class management of multimedia communications: voice, video, email, web chat, and IP telephony.

What's New With This Release

SIP Services is an optional configuration within Interaction Center 7.1 foundation software. It introduces SIP within the context of a true multi-channel contact center environment. Advanced Interaction Center capabilities for routing, integration, context delivery, and reporting are used within a full end to end SIP solution.

Business Benefits

• Optimize customer experiences and agent effectiveness and efficiency

• Uniformly support any end customer preferred media - voice, video, email, web, SMS, self service

• Utilize enterprise business rules and customer segmentation data to define contact treatment and achieve service level objectives

• Centralize management and administration of business rules, workflows, agents work items and task loads

Source: http://support.avaya.com