Genesys announces SIP contact centre solution

  • Complete call centre telephony delivered on any SIP infrastructure is key component for Open IP
Genesys Telecommunications Laboratories, Inc., an Alcatel company (Paris: CGEP.PA and NYSE: ALA), has announced a new Genesys Session Initiation Protocol (SIP) contact centre solution that provides customer interaction control for any SIP-enabled infrastructure, regardless of vendor. By providing enterprises with the advanced call centre capabilities of Genesys on an IP infrastructure, the Genesys SIP solution is a key element of the Genesys Open IP approach for contact centres.

The Genesys SIP solution handles contact interaction control among SIP-enabled devices, such as gateways and end-points. The solution provides agent state tracking and monitoring functions, and delivers a complete set of interaction management functions needed in a contact centre, including customer segmentation, call queuing, call routing, reporting, and call control. The solution takes traditional end-to-end IP calls and mediates them as a central IP server. It is integrated into the open, standards-based Genesys Customer Interaction Management Platform for managing and tracking customer contacts from beginning to end.

“Our new SIP contact centre solution extends Genesys’ long-standing commitment toward platform-independence to the SIP world,” said Elliot Danziger, Chief Technology Officer, Genesys. “This allows us to incorporate interactions from any SIP-enabled component and centralise the interaction data for improved reporting and management, delivering the full value of IP contact centres to our customers.”

Technology Benefits:
  • Flexible IP Deployments/Migration - Eliminates the need for enterprises to migrate their entire environment to a single-vendor IP solution to begin leveraging the advantages of IP
  • Hardware Consolidation - Separate on-premise hardware is no longer required
  • Any Phone from Any Vendor - Supports soft phones and all SIP phones
  • Integration to Non-CTI Enabled Soft-Switches - Integrates full contact centre suite to SIP enabled soft-switches that do not support a CTI link – the only vendor solution on the market today that provides this capability
Business Benefits:
  • Reduced Total Cost of Ownership - Provides cost savings over single vendor/proprietary solutions through open standards support
  • Centrally Administered Infrastructure - Delivers all system administration functions from a single point of control from anywhere on the network
  • Application Choice - Allows enterprises to choose contact centre applications that best fit business needs
“After implementing IP telephony in 2000, our next step was the IP contact centre. At the time, no company delivered the complete IP contact centre capability we were seeking. We closely evaluated the Genesys products against other vendor offerings, and our business users chose Genesys for its better fit with projected requirements,” said Neil Miranda, information systems coordinator, Ministry of Social Development.

“Genesys demonstrated total commitment to ensuring that integration with our Cisco environment could be delivered in a timely manner, mainly due to the open and flexible nature of the Genesys Suite. Today, we have the two best-of-breed platforms, which will protect our investment well into the future,” added Miranda.

New SIP Solution Supports Genesys Open IP Approach
Enterprises are migrating to IP-based contact centres because IP can provide virtualisation of multiple agent locations into a single entity with centralised and consolidated operations management. IP also provides ease of integration with business processes and enterprise applications along with the ability to leverage contact centre capabilities across the enterprise.

Genesys is the one company that delivers these benefits across all sites and technologies, including new IP components, legacy time-division multiplexing (TDM) platforms, and hybrid environments with both IP and TDM components. As a result, contact centres can start generating significant returns on investment by streamlining business processes and improving the customer experience from the first installation, while increasing that return as they implement an integrated enterprise-wide contact centre environment.

"From the beginning, Genesys has stood out in the contact centre market by offering an open, software-based platform. By extending its open architecture into the IP contact centre environment, enterprises are able to realise the significant cost and business benefits of IP, while utilising a proven contact centre solution," said Seema Lall, Industry Analyst, Frost & Sullivan. "Genesys has always been focused on open contact centre software and this latest release demonstrates the company's commitment to be an industry leader in IP technology."
    
About Genesys Telecommunications Laboratories, Inc:
Genesys, an Alcatel company, is 100 per cent focused on software for contact centres. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.

About Alcatel:
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.