The 2005 IP Contact Centre Review was conducted by Miercom,
a consultancy specialising in networking and communications-related product
testing and analysis. Its engineers have developed methodologies for testing a
diverse range of products within the technology industry. The results were
published in the August 2005 issue of Business Communications Review.
IP contact centres, the article states, represent
considerable added complexity over voice-only call centres. In reviewing
various contact centre vendor products, Miercom conducted a thorough and
rigorous architectural assessment, and studied agent and supervisor interfaces,
reporting capabilities and management, connectivity and unique features.
Winners were selected based on architectural comparisons, interfaces and
multimedia support.
“While some of our findings demonstrate that certain vendors
may carry similar features, Genesys did emerge as a clear competitive leader
for its open IP solution,” said Ed Mier, founder of Miercom. “Genesys’ market
focus is unique: it offers an advanced, IP-oriented, multimedia contact centre
package that scales to support many thousands of agents, and runs over almost
any existing telephony infrastructure. It just all adds up.”
The Genesys “Open IP” contact centre suite can interface
with more than 35 different TDM switches and 23 IP and hybrid PBXs. This
reflects Genesys’ investment in research and development, and knowledge of CTI
interfaces. Genesys T-server connection modules connect proprietary PBXs to a
Genesys application program interface that lets Genesys control phone functions
in a consistent fashion.
The new Genesys Session Initiation Protocol (SIP) Server
provides customer interaction control for any SIP-enabled infrastructure,
regardless of vendor. The SIP contact centre solution allows for easy migration
to an IP solution, eliminates the need for on-premise hardware, supports soft
phones and SIP phones, and integrates contact centre suites to SIP enabled
soft-switches that do not support a CTI link.
The test lab results also emphasise that Genesys integrates
with leading CRM applications via its Genesys Gplus adapter technology. In
addition, Genesys 7 includes Genesys Voice Platform, an industry-leading
advanced software-only product that brings Internet technologies to the world
of voice – enabling a new breed of voice self-service applications. The
published results state that Genesys Workforce Management, e-mail, Web chat,
co-browsing integration and screen pop are all technologically sound and
conducted via a lightweight Web-based agent interface.
“We are honored to receive this prestigious award for
innovative IP solutions from Miercom,” said Wes Hayden, Genesys president and
CEO. “Our Genesys 7 suite success is due to its flexible integration with
legacy systems, interoperability with various other vendor solutions and broad
product feature range. Being named the ‘Most Scalable and Distributed IP
Contact Centre’ for our IP-enabled suite proves that Genesys engineers are
leading the way in developing technologies to facilitate ease of integration
for our customer service clients.”
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
About Miercom:
Media Contact:
Genesys,
0118 974 7144,
proberts@genesyslab.co.uk