I've been dealing with handlers for over 20 years. I didn't think they were that bad.
You can't put just one line of code into Javascript to place an outbound call.
My complaint with Connect call flows, is that they have no computational abilities. With one step, you can get the average wait time for a queue. In seconds. If you don't want to read "Your estimated wait time is approximately seven hundred and eighty-nine seconds", you have to code a Lambda function. I know, I had to do that.
And up until a couple of years ago, there was no voicemail in Connect. "Call Centers don't need voicemail". Wrong. The only way you could record audio from the caller was if an agent was on the call. Knowing that wasn't an ideal way to record comments (possibly about the agent), I had to construct the post-call survey in Twilio. Now, there is a Rube Goldberg solution for recording without an agent using Lambdas, Kinesis Streams, CTR Streams and other stuff. Fun stuff.
I guess I'm just spoiled. CIC was a Cadillac phone system! I supported many large customers McDonalds, Unilever, Conagra, The CIA, to name just a few with this system. I'm very sad to see it go.
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Wayne Rhodeback
Emplifi
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Original Message:
Sent: 05-24-2022 15:32
From: Christopher Becker
Subject: E(O)Lephant in the room | When we will start discussing about it?
it is a matter of preference I guess. We already have a fair amount code for other programs in AWS. I personally have much more issue with handlers, and the funky ways they handle things like variable scope - give me any of the languages you mention over the handlers.
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Christopher Becker
State of Michigan - Oakland County - WRC
Original Message:
Sent: 05-24-2022 15:04
From: Wayne Rhodeback
Subject: E(O)Lephant in the room | When we will start discussing about it?
With that many customizations, you'll have your hands full moving to Amazon Connect.
I also work with Connect for McDonalds and other customers. Polish up on your Python, NodeJS, C#, etc. You're going to need it.
I had to write a Javascript (NodeJS) program to sum the answer scores in a post-call survey to determine whether I should prompt the caller to leave a recording.
Handlers spoil you. They are so powerful!
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Wayne Rhodeback
Emplifi
Original Message:
Sent: 05-24-2022 13:46
From: Christopher Becker
Subject: E(O)Lephant in the room | When we will start discussing about it?
Our PureConnect is the Attendant and 64+ custom handlers. My understanding is that Genesys cloud does not support custom handlers, so we are looking at alternatives.
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Christopher Becker
State of Michigan - Oakland County - WRC
Original Message:
Sent: 05-24-2022 12:53
From: Abdul Majeed
Subject: E(O)Lephant in the room | When we will start discussing about it?
For everyone its means doing some serious cost analysis and do you go with proven working cloud solutions or build ground up using AWS connect.
I had a look NGN Group solution cost wise was coming a lower than our PureConnect and also looking at AWS Connect.
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Abdul Majeed
Arrow Global Limited
Original Message:
Sent: 05-24-2022 12:28
From: Igor Dinissuk
Subject: E(O)Lephant in the room | When we will start discussing about it?
We did some basic cost analysis, comparing TCO of what we currently pay for PureConnect vs what we would be paying for Genesys Cloud. It shows dramatic increase in operating cost. Depending on the licensing model the cost increase would be in 2-3 times. We will be looking at alternative products before committing to such a steep increase in operating cost.
I am sure many other PureConnect users will do the same.
We are looking at Amazon Connect and GoContact
What products do you consider?
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Igor Dinissuk
Optima Communications International Inc.
Original Message:
Sent: 05-12-2022 07:22
From: Rasko Radojevic
Subject: E(O)Lephant in the room | When we will start discussing about it?
Are we waiting for the May 16th to start talking about it, or the "E(O)Lephant" is too big to talk about it ?
#ArchitectureandDesign
#AskMeAnything(AMA)
#CloudMigration(NEW)
#Implementation
#Roadmap/NewFeatures
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Раско Радојевић
Rasko Radojevic
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