Genesys (Alcatel) / Neo

[Patelco]

My call center is in the process of switching over our archaic phone system. A couple of the systems winning considerable consideration are Genesys (Alcatel) and Neo. I would appreciate any feedback, whether positive or negative from anyone who has used, or is currently using either of these two systems.

Thank you!

[mdbabb]

Tony,

In my experience, Genesys is a very difficult system to implement for call centers in excess of 20 seats - primarily on the reporting side. If you do decide to implement Genesys, the following tips may help you to avoid a call center disaster.

Make sure that Genesys provides you with the list of canned reports and verify that they meet your needs. I also stongly recommend that you review the results of those reports for 30 days prior to providing the vendor with acceptance.

From a implementation stand point, Genesys is know for giving great vendor prices, until you realize that you still have to buy hardware. Make sure that you have a complete quote in writing that includes hardware costs, professional services costs, and any travel and expenses that they may charge you.

One more note - my experience with Genesys was prior to their acquistion by Alcatel. It may be that Alcatel ownership has mellowed them, but still make sure that you get everything in writing and that they provide you with what they promised before acceptance.

[Patelco]

The systems being considered are Genesys (Alcatel), and EON, not Neo. Sorry for the typo. If anyone has any experience with Genysys (Alcatel) or Eon, I would really appreciate the feedback.