dmoore7648
IS-IT--Management
We are looking into 2 solutions for CTI. Quintus with Avaya CT for Seibel and Cisco ICM. Does anyone have any recommendations on either? I must say the Cisco ICM's call reporting is impressive.
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Anyone have Cisco ICM
- Thread starter dmoore7648
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Well,
The formarly know as Quintus suite, no the AVAYA IC is very good on reporting as well, cause of the EDU, let your Avaya rep. explain that to you. I've been involved in a couple of installs and all those customers are very pleased with the outcome of the Project and the reporting functions they have.
The customers I've served that use Avaya IC are utility companies, outsourcd call centers and customer service call centers.
The company I work for also is a SIEBEL consulting partner and we have integrated SIEBEL and AVAYA CTI as well as SIEBEL and AVAYA IC, which implementation you would choose is allways dependent on the demand you have now and the future demands.
All in all what I would suggest is that you make a good definition of what the end result would be
The AVAYA IC comes with very powerfull COGNOS reporting tools, but we have seen customers that had their datamodel and reporting in Crystal Reports before the used AVAYA IC and have made their own reports in Crystal
Especially the outsourced call centers are pretty keen on GOOD reporting, because that info sometimes is very important for their billing. Actually at one site of an outsourced call center we serve(d) they had ICM.
I can not go in to details here, but the information you'll find here below is public info from an ther Tek-tip forum
SkinnyBaldBloke (TechnicalUser) Jan 25, 2002
Hello People,
Wondered whether or not anybody out there has been working on or with a Cisco IPCC, (i.e. CallManager+ICM+IP-IVR). We, (an I&CT consultancy company), have successfully implemented an IPCC for a Call Centre customer. It has provided them with the functionality that they require and, barring one or two momentary glitches, has been fullly operational for a period of nearly 3 months. However, the reporting side of things is proving a little unreliable. When running different types of reports via the Monitor ICM tool, we seem to rarely get the same figures and often the divergance in reports is 10%+. For instance a Call Type report will show X calls handled, a Service report will show Y calls handled and a Skill Group Report will show Z calls handled. In theory all should be identical or within a tolerance of 1% to 2%. If there is anybody out there with any similar issues with the reporting aspect of Cisco's IPCC, I'd love to hear from you.
From experience I can advise you that if you do a CTI project you make sure the people that do the integration KNOW Definity and the Call Center features well. Make sure you have the chance to test and review all reports before you accept and pay for the solution, and that all is delivered as was defined.
All in all, good luck Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe
The formarly know as Quintus suite, no the AVAYA IC is very good on reporting as well, cause of the EDU, let your Avaya rep. explain that to you. I've been involved in a couple of installs and all those customers are very pleased with the outcome of the Project and the reporting functions they have.
The customers I've served that use Avaya IC are utility companies, outsourcd call centers and customer service call centers.
The company I work for also is a SIEBEL consulting partner and we have integrated SIEBEL and AVAYA CTI as well as SIEBEL and AVAYA IC, which implementation you would choose is allways dependent on the demand you have now and the future demands.
All in all what I would suggest is that you make a good definition of what the end result would be
The AVAYA IC comes with very powerfull COGNOS reporting tools, but we have seen customers that had their datamodel and reporting in Crystal Reports before the used AVAYA IC and have made their own reports in Crystal
Especially the outsourced call centers are pretty keen on GOOD reporting, because that info sometimes is very important for their billing. Actually at one site of an outsourced call center we serve(d) they had ICM.
I can not go in to details here, but the information you'll find here below is public info from an ther Tek-tip forum
SkinnyBaldBloke (TechnicalUser) Jan 25, 2002
Hello People,
Wondered whether or not anybody out there has been working on or with a Cisco IPCC, (i.e. CallManager+ICM+IP-IVR). We, (an I&CT consultancy company), have successfully implemented an IPCC for a Call Centre customer. It has provided them with the functionality that they require and, barring one or two momentary glitches, has been fullly operational for a period of nearly 3 months. However, the reporting side of things is proving a little unreliable. When running different types of reports via the Monitor ICM tool, we seem to rarely get the same figures and often the divergance in reports is 10%+. For instance a Call Type report will show X calls handled, a Service report will show Y calls handled and a Skill Group Report will show Z calls handled. In theory all should be identical or within a tolerance of 1% to 2%. If there is anybody out there with any similar issues with the reporting aspect of Cisco's IPCC, I'd love to hear from you.
From experience I can advise you that if you do a CTI project you make sure the people that do the integration KNOW Definity and the Call Center features well. Make sure you have the chance to test and review all reports before you accept and pay for the solution, and that all is delivered as was defined.
All in all, good luck Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe
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dmoore7648
IS-IT--Management
Thanks, the information is very helpful!
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