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AT&T certifies Genesys for AT&T's Internet Protocol Toll-Free service network
- AT&T Expands Integrated Contact Services Portfolio to Include the Genesys Suite
Enterprise businesses and wholesale customers can now leverage virtual contact centre capabilities as a critical component of their customer sales and service strategy and can combine both traditional and IP-enabled products and services to seamlessly migrate to next-generation contact centre architecture.
The combination of Genesys and AT&T offerings is expected to usher in a wide range of new consumer-friendly capabilities for customer service. The IP-based next-generation contact centre delivers services that include video customer service, agent presence management and virtual routing of calls across contact centres by using a customer's private Multiprotocol Label Switching (MPLS) Virtual Private Network (VPN) and/or using the worldwide AT&T IP Toll-Free network.
The integration of Genesys, a widely used software program for customer service, is a major step because it enables enterprises to move quickly and easily to migrate to IP by tapping into a global network for on-demand services. One of the key benefits for enterprises is that they can move to IP contact centres without replacing their existing PBXs or telephony infrastructure.
AT&T is working with several companies to integrate important extensions to the industry standard, Session Initiation Protocol (SIP), which will help ensure interoperability with upcoming AT&T IP Toll-Free service feature enhancements. This technology allows for the enhancement and expansion of call information delivery, making Computer-Telephony Integration capabilities a reality even for sales and service personnel who are not on the customer’s own VPN.
"Genesys and AT&T share a vision of what the next-generation contact centre offers to businesses," said Paul Segre, Genesys president and CEO. "Our alignment with AT&T IP Toll-Free services demonstrates both companies' commitment to supporting future advanced features of this service, including enabling businesses to fully take advantage of the hybrid environments."
AT&T's IP Toll-Free service has a robust set of toll-free features, including announcement options, routing management and reporting features. Through the convergence of enterprise voice and data networks, AT&T's wholesale and enterprise customers are able to bolster the efficiency and capabilities of toll-free services used in contact centres, conferencing, voice messaging and other critical toll-free applications. AT&T IP Toll-Free seamlessly interoperates with capabilities that current AT&T Toll-Free services customers realise today and provides a platform for smooth migration to a user's IP Next-Generation Network (IP NGN) contact centre.
"We've selected Genesys as a key player in the development and rollout of our Integrated Contact Services, which we will deploy in both traditional AT&T Toll-Free and AT&T IP Toll-Free environments," said Shawn Conroy, vice president–Voice Networking, AT&T. "We're seeking to extend SIP-based Voice over Internet Protocol (VoIP) network technology, which allows for call transfers to take place either before or after the calls are answered, providing users with greater interoperability and flexibility."
Note: This AT&T release and other news announcements are available as part of an RSS feed at www.att.com/rss.
About AT&T
AT&T Inc. (NYSE:T) is a premier communications holding company. Its subsidiaries and affiliates, AT&T operating companies, are the providers of AT&T services in the United States and around the world. Among their offerings are the world's most advanced IP-based business communications services and the nation's leading wireless, high speed Internet access and voice services. In domestic markets, AT&T is known for the directory publishing and advertising sales leadership of its Yellow Pages and YELLOWPAGES.COM organisations, and the AT&T brand is licensed to innovators in such fields as communications equipment. As part of its three-screen integration strategy, AT&T is expanding its TV entertainment offerings. Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries and affiliates is available at http://www.att.com.
© 2007 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. For more information, please review this announcement in the AT&T newsroom at http://www.att.com/newsroom.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com.
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organisations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com.
Media Contacts:
Duncan Burford, PR for Genesys, 01780 721433, dburford@iba-europe.com
Melissa Mirabile, AT&T, +1-212-453-2327, mmirabil@attnews.us
Janet Wyles, AT&T, +1-908-234-6067, wyles@att.com
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