The Alcatel system is our primary telephony system for our business users across our whole organization (800 users over 150 service points) This system also has some basic call routing for our service desk and finance. For our contact center, we use Genesys Cloud. There is an analysis to be done to select the best platform to unify all telephony interactions at Biron.
- Very good omni-channel messaging.
- Easy administration.
- Low maintenance costs.
- It's not a "all in one" platform. Requires many components
- Softphone GUI could be improved
- Limited ACD functionality
A good system for basic ACD (need to add components for contact center functionalities). Strong reliability.