Genesys Announces IP-Enabled Genesys Voice Platform for the Enterprise Market

  • Genesys Extends Enhanced Voice Technologies that Leverage Open IP Capabilities to Enterprises

Wokingham – July 13, 2005 – Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP), today announced the launch of an IP-enabled version of the Genesys Voice Platform (GVP) to serve enterprise customers of all sizes. The new offering is available now. The introduction of the new IP-enabled enterprise edition of GVP supports Genesys’ strategy to expand Internet Protocol (IP) capabilities throughout the Genesys Voice Platform product portfolio.

Enterprises actively considering migrating to IP can do so without an extensive system overhaul because the new IP-enabled version of GVP allows for time-division multiplexing (TDM) and IP to coexist within the same environment. Existing TDM-based environments limit the return on investment (ROI) on contact centre software due to the inherent complexities and high cost of ownership at the infrastructure level. By adopting an Open IP approach being driven by Genesys, enterprise customers can maximise ROI on GVP, while enhancing the customer experience and increasing customer retention.

“Enterprise customers that are actively moving forward with IP initiatives will find value in the self-service and ROI deliverables of the IP-enabled Genesys Voice Platform,” said Elliot Danziger, chief technology officer, Genesys. “With this new offering, Genesys presents flexible IP migration solutions to enterprises of all sizes.”

Benefits of the IP-ready GVP for enterprises include:

  • Maximum ROI: Supports open standards, such as VoiceXML 2.0 and Session Initiation Protocol (SIP), allowing businesses to gain benefits from reduced development, deployment, hardware and maintenance costs.
  • Migration – Not Rip and Replace: Customers can implement a phased approach for migrating to a complete IP environment. The transition to IP will not require a drastic overhaul as the GVP TDM and IP versions can coexist within the same environment, allowing for customer choice for voice-over-IP infrastructures.
  • Application Investment Protection: A software only solution, GVP provides complete infrastructure independence and protects applications investments.
  • Deployment Flexibility and Scalability: The fault-tolerant, distributed architecture of GVP permits cost-effective deployments for both enterprises and service providers.
  • Access to Best Partner Ecosystem: Customers can maximise the benefit of deploying the IP-ready GVP by accessing best-of-breed applications, speech technologies, IP infrastructure/applications, and systems integration services available through Genesys’ partner ecosystem.

One large enterprise customer finding success with the IP-enabled Genesys Voice Platform is CartaSi, the leading credit card issuer in Italy. The company, looking to efficiently handle approximately 55,000 calls per day, recently deployed GVP at its contact centres located throughout Italy. The flexible architecture meant that CartaSi could easily integrate speech self-service applications with agent-assisted services for escalation, service recovery and other functions that support the highest possible levels of customer service.

“Genesys delivered the true value of IP—a software only approach that improves our virtual call centre capabilities and customer service levels, while protecting our existing investments,” said Luca Bellati, manager CRM and contact centre solutions, CartaSi. “The openness, scalability and flexibility of the system will let us easily add new applications as we grow.”


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 and 56,000 employees in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com

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Media Contact: Paul Roberts, Genesys, 0118 974 7144, proberts@genesyslab.co.uk