Alcatel’s Genesys to deliver converged enterprise communications

Genesys Telecommunications Laboratories, a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today it has signed a strategic agreement with Microsoft. Working with Microsoft’s Real-Time Collaboration Group, Genesys plans to offer an integrated solution that enables users of Microsoft’s next generation communications client, “Istanbul”, to access contact information and make telephone calls through their computer.

“Partnerships between companies that understand telephony and those that focus on desktop applications present interesting visions for future business communications and collaboration,” commented Gartner vice president Bern Elliot. “They will allow the integration of common desktop applications with well known existing PBXs and IP-PBXs. Combining telephone functionality with instant messaging opens the door to a new suite of applications for business phones.”

Presence, the concept of sharing availability status, has long provided instant messaging users with the ability to easily know whether or not contacts are available for online chat sessions. Products resulting from the agreement will take advantage of presence capabilities to provide users with an instant view of whether contacts are online or on the phone, while delivering point-and-click capabilities for placing and transferring calls, and scheduling instant conferences from their Microsoft desktop.

“Working jointly with Genesys, we will extend the benefits of computer-telephony integration and presence throughout the enterprise,” said Taylor Collyer, senior director, Real-Time Collaboration Group at Microsoft. “By linking the presence and collaboration capabilities of  instant messaging with ubiquitous phone availability, we can deliver unprecedented access to customers, partners and colleagues, resulting in greater efficiency and improved communications.”

“Our agreement with Microsoft leverages our expertise in telephony to provide tighter integration of communications with IT systems and applications,” said Bonnie Crater, vice president of Genesys Enterprise Solutions activities. “Accessing and controlling telephone functionality through the computer provides a great opportunity to simplify business interactions and reduce repeated efforts to reach contacts. We look forward to ongoing development of solutions designed to enhance the Microsoft user’s experience.”

About Genesys:
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100 per cent focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and web channels ensure that customers are quickly connected to the best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management.  Visit www.genesyslabs.com for more information.

Media Contact:
Paul Roberts
Genesys
0118 9747144
proberts@genesyslab.co.uk