Genesys WFM application

[ChrisH]

Has anybody used the Genesys Workforce Management tool? Any comments? Feedback? What does it do well and what are it's limitations/drawbacks?

Thank you!

[healani]

Unfortunately I don't have an answer, but I would also be very interested in hearing about people's experiences with the Genesys WFM application. Our company is currently moving towards Genesys and the current scheduling program we have (Aspect eWFM) has "issues" with the data import from Genesys.

[davidballenger]

We have been using Genesys for about a year now in our call center. We have had major issues of data import from our existing switch resulting in incorrect or absent call statsistics. The outcome is that the forecasts created using Genesys' "espert average engine" are totally bogus. It has been a huge waste of time. We are now back to creating our schedules in Excel until Genesys issues are resolved- and it has been a year since installation. So, we are not happy with the product or the level of supprot we have received. Now this may depend on the support package your company is purchasing- but I would not recommend the software.

[Saramencia]

The experience I have had with Genesys WFM is that this tool is not friendly at all. It has very important problems reading data from the CTI or other databases it has to interact with.

The service was not good, not because they don't face the company but the technicians could out find out the problem with the data.

The adherence module (the most valuable issue in my opinion), of course, was a bluff.

Genesys WFM is very pretty...only on presentations by its sellers.

[mdbabb]

While I have not had specific experience with the Gensys WFM tool, I have had experience with Genesys on their ACD and CTI products.

I was extremely disappointed in the products delivered, as well as the response - oh - that report is custom - you'll have to pay another $50K for it (even when the reports we requested were industry standard reports - like an agent log-in/log-out report).

I found that their CTI product was reliable, but felt that the Genesys as an organization did not really understand the call center industry and thus their sales people sold products that did not meet requirements specified upon delivery.

One last note - my experience with Genesys was a few years ago - prior to their acquisition. While it is possible that they have resolved those problems I experienced with them, I personnally doubt it and will never again recommend a Genesys product for any call center technology project I am involved with.

[DaveD]

As I read the various posts regarding Genesy WFM, I am struck by the similarities to my experience with the product. I can relate to EVERYTHING in the previous posts, it happened to my organization. I do not think we would have purchased this product if we knew in advance the problems that we would experience.

But, in fairness, Genesys has listened and has been responsive to our problems.