From EAS to AACC

[BIS]

Hallo,

Has anybody here taken the step to migrate from Call Center Elite (EAS) to AACC?

 

[montyzummer]

no but why the hell on gods green earth would you want to do that, horrible rebadged blue piece of stuff ( I hope I have not offended anyone but ,elite with cms in my view is so much better.)

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[BIS]

Yeah but its voice only - I need to integrate other channels

 

[Stinney]

I have to agree with montyzummer. We installed AACC for email, not the best experience. Also after installation Avaya informed us that they are no longer promoting AACC as the system they will be recommending and developing and are returning to making the Contact Center Express their flagship product.


- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Optman]

You have two option if you want to intergate other channels with Elite either adding IQ & CMS or Migrating the hole solution to the AACC Rls 6.3 that already contains Multimedia server (CCMM) and whatever you need on a Contact center but you need also to uprgade your CM if it is old to the latest version.

 

[BIS]

Thanks for your input.

I fear AACC is not the way to go then. I also do not like AIC. And frankly, CCE (or Elite Multimedia or whatever they call it now) seems like going backwards.

It will be interesting to see what Avaya chooses going forward. In this day and age, true blending of channels, with one reporting engine etc should be available.

 

[jmbailey]

We deployed AACC. It lasted about 15 days. It was an utter failure. Avaya had to completely replace it with Elite and CMS. We have it buyt haven't deployed Elite Multichannel yet, but EMC was shelved originally in favor of AACC. Avaya has since brought it out of retirement because of the fiasco with AACC. If you are a purely SIP environment and will ONLY send a call from the agent to and end user, AACC will probably work. But, if you need to use a hard phone (AACC is softphone only) or have some type of call coverage where a call sent out in to the field comes back to ACD when not answered, then forget it. AACC can't handle it. those type calls completely confuse AACC and cause all kinds of disconnects, phantom calls, etc.

 

[BIS]

Thanks jmbailey - much appreciated!

 

[effort1584]

We have put AACC on CM successfully a couple of times in the past year. That being said there are a couple of very big limitations that have to do with SIP and the number of appearances supported (these limitations were not there in the Blue world, just a part of integration to CM). Most of those limitations (not sure if all), which are critical for many customers, are going away in the next version, 6.4. At least they are mentioned as new features in the beta software. We have also installed the AACC as a complment to Elite so the voice processing is on CM and the multimedia in on AACC.

There is no doubt the Elite and AACC have a different approach. However both are powerful in their own right, anyone who says different cannot have spent much time on one or the other. {My experience is that most people who do not like AACC have little to no actual experience with it and thus have only heard of difference, not what might be better.} I am trained on both and see the benefits of each. Because the limitations hit so many customers Avaya has backed off as an upgrade solution at this time. As I understand it that will change (again) if the next version fixes these issues. I believe long term they will get to AACC as the platform because it handles multimedia as multimedia, and the ability to perform in a SIP environment.

 

[SloTCMS30]

all,

We are currently looking at AACC as a replacement for our outdated CCE 3.1.3. These opinions offer me great concern. I looked at EMC last month, but it appears that it is the same as CCE with a few tweeks... Can you elaborate on the challenges experienced (especially those that required Avaya to uninstall). Does anyone have any other solutions that they are looking at?

Thanks in advance

“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[JBM101]

Do you know that the team who created CCE, before Avaya purchased it are about to launch a new product into the market place.