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Reply To: Email Response Management


A vendor such as genesys has traditionally been in the call centre market and has tried to capitalise on its phone capabilities by developing its ERMS.actually it is better to go for a dedicated ERMS except when integration is to be avoided.Generally Pivotal,eGain,Onyx and Talisma are considered better choices for your size of contact centres.For larger size you centres(300 seats) you may go for Siebel the undisputed leader in contact centre management.
As far as integration with genesys is concerned i know instances of talisma and pivotal being integrated successfully with it.

For more information about these you can go to there respective web sites.

P.S. my personal favourite is Talisma which is perhaps the strongest e-mail management tool available.