Skills Based ACD / Call Recording Platforms. 1

[twitchy087]

Hi Everyone,

I have a rather large site that handles a ton of calls. We are looking at 900+ total users, 15 skills based queues, 150-200 queue ageents, and 700 or so recorded stations. This is also a system that handles an absurd amount of calls in a single day with active calls counting between 80-130 all day long. Currently we are running Vuesion which is turning into a nightmare. Does anyone have any solid recommendations of a CC platform? We have historically steered away from the Avaya IPO based CC products as there always seems to be something with them. Are they at a point where they are worth a damn or does everyone remain 3rd party based?

I also know that Xima now has what seemingly is a good offering in this realm. I am very much gravitated towards that but it is still new. Does anyone have any experience with this yet?

The IPO is currently a 9.1 SE.

Thanks in advance.

 

[Westi]

Go Aura if you want skills based routing and good reporting you are used to with your current product
The IPO can "emulate" something close to it but it is not the same.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[tlpeter]

Go for Mitel 300/ mivoice business with MiCC and SRC.


BAZINGA!

I'm not insane, my mother had me tested!

 

[twitchy087]

We are more so looking to keep the IPO and move to a new CC application. Moving the entire system is much more significant as there is a big investment into the IPO.

 

[janni78]

I have sites with 1500+ stations and 150-200 agents that answer calls 24/7 so it can be done.
If you stick with IPO then IPOCC or ACCS would be your best bet and you would most likely benefit more from 3rd party recording instead of the built in included with both.

But I couldn't recommend any CC application to you since this depends on what yoru companys requirements are and those should be carefully considered when choosing which CC application to use.

Just because something works for one customer doesn't mean it's a good fit for all customers.

"Trying is the first step to failure..." - Homer

 

[holdmusic34]

You sounds like you may benefit from IP Office + ACCS + AWFOS.
To arrange this type of demonstration, speak to your Avaya Territory Account Manager and get the opportunity registered with them.

Try to spend the next 10 seconds not thinking about a blue eyed polar bear.

 

[tlpeter]

The ipo is not made for such amount of calls and skillbased routing!
You guys trying to convert a Chihuahua into a bulldog.

BAZINGA!

I'm not insane, my mother had me tested!

 

[janni78]

100 calls isn't that much, that you can have in systems without CC.
Skillbased routing don't have anything to do with IPO as it's handled by the CC application as it would hooking a 3rd party CC app with any PBX which is quite common on most PBXs.

There are enough installations out there that proves it works, that doesn't mean it's the right fit in this case which is why I never recommend a specific application without a deep conversation about the requirements.

"Trying is the first step to failure..." - Homer

 

[holdmusic34]

The IP Office platform can handle 18000 BHCC.

Try to spend the next 10 seconds not thinking about a blue eyed polar bear.

 

[tlpeter]

Holdmusic, on paper.
I (and intrigrant for sure too) have seen so many issues on callcenters based on an IPO that i do not do it anymore.
IPO is a very nice PBX but it is NOT a callcenter system and it never will be.
I say this with pain in my heart for sure as i made my first PBX steps on this world and it feels like my baby but my heart has been broken too many times.


BAZINGA!

I'm not insane, my mother had me tested!

 

[twitchy087]

We explored IPOCC 2-3 years ago at the point of implementation however it was still an infant. Avaya said that they only had it operational in 20 systems or so. We did not want to be beta testers for good ole Avaya. I am sure it is a much nicer and well rounded product now but then again, we are talking about Avaya.

Peter, I understand and appreciate what you are saying. However, how can there be such a large discrepancy? On paper the number is monstrous and the actual numbers being used are fractional compared to that. It just doesnt feel right to say that it cant be done. You very well may be right so I am not trying to discredit what you are saying. The gut feeling just doesnt agree.

 

[tlpeter]

You can do basic callcenter stuff but that is it.
Reporting has always been bad.
Maybe it is all better now but where i work we do not do callcenter stuff on IPO anymore.

BAZINGA!

I'm not insane, my mother had me tested!

 

[janni78]

Just to point out, there hasn't been an Avaya Call Center application on IP Office before IPOCC and ACCS.
CCC, CCR and whatever they where called wasn't a call center application, the same as XIMA wasn't until now when they released their routing engine.

Regarding IPOCC there should be more than 20 systems installed, or I'm maintaining a large cut of all systems installed =)
IPOCC is also based on CIE which been used in Germany for years on IPO, Aura and Integral5.

"Trying is the first step to failure..." - Homer

 

[twitchy087]

That 20 install figure was based upon 2-3 years ago. That was straight from Avaya. If they were bad numbers then well, I just dont know what they were thinking. It definitely scared us away.

I am very intrigued by what Xima has to offer. They have always been a good solid company that is easy to work with and likes getting stuff done. I just dont think we want to take the leap so early on.

 

[gknight1]

the difference between Xima and Avaya, is Xima will bend over backwards to help whenever needed. You can't compare the two when it comes to support, Xima wins hands down. I would go with Xima call skills based routing any day over the Avaya, just from a support perspective, even though Xima's solution is newer to the market.

 

[twitchy087]

gknight, that is exactly where I am right now. I like when companies employ technicians who actually want to solve problems. It feels like that concept is far fetched these days.