Genesys and IBM expand speech solution offering

• Genesys Voice Platform and IBM WebSphere Voice Server Bring Advanced Speech Technologies to Contact Centres

The IBM WebSphere Voice Server functionality provides automated speech recognition (ASR) and text-to-speech (TTS) resources that enable speech-based interaction. IBM WVS is now available with GVP: Network Edition (GVP: NE) and GVP: Enterprise Edition (GVP: EE). GVP: NE is a carrier grade, IP-enabled software-only solution that offers standards-based development, flexible deployment options, simplified integration and improved time to market for voice applications. GVP: EE for the enterprise is an IP-enabled, software-only solution that runs on off-the-shelf hardware.

The joint IBM and Genesys technology can eliminate contact centre “silos” to improve flexibility and efficiency within contact centre operations. Companies can leverage their existing infrastructure and gain the flexibility needed to enhance their service levels, as Genesys solutions adapt to contact centre growth needs over time.

“The Genesys Voice Platform is a complete voice processing solution that supports advanced network routing, self-service and intelligent queuing,” said Genesys chief technology officer, Elliot Danziger. “This global agreement between Genesys and IBM brings self and assisted-speech service to companies, offering a lower total cost of ownership, improved customer service, enhanced operational efficiency and easy deployment options.”

Additional benefits of this solution integration include the fact that GVP is Media Resource Control Protocol (MRCP) compatible, operating on a multitude of speech recognition and text-to-speech technologies. The IBM WVS allows for transition from proprietary application program interfaces to making MRCP interface the speech technology industry standard. In addition, the joint solution supports automatic speech recognition technology, matching spoken input to the expected grammar in a speech application. WVS currently offers eight languages, including English, Australian English, UK English, German, Canadian French, Chinese, Japanese and Spanish.

This agreement builds upon the IBM and Genesys strategic alliance that delivers call centre solutions and consulting services to customers since 1999. IBM runs Genesys solutions in all of its worldwide call centres, including ibm.com and IBM’s Strategic Outsourcing Delivery Service Centres.

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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