Genesys Press Release: Most Scalable, Distributed IP Call Center"
SAN FRANCISCO – September 15, 2005 – Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), today announced it has received the “Most Scalable, Distributed IP Contact Center” Award for its Genesys 7 contact center suite.
The 2005 IP Contact Center Review was conducted by Miercom, a consultancy specializing 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 centers, the article states, represent considerable added complexity over voice-only call centers. In reviewing various contact center 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 center 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 center 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 center 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 center suites to SIP enabled soft-switches that do not support a CTI link.
The test lab results also emphasize 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 Center’ for our IPenabled 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 percent focused on software for contact centers. 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.
About Miercom
Miercom, founded in 1988, is the leading independent test center specializing in networking and communications-related product testing and analysis. Based in Central N.J., Miercom conducts comparative product testing, privately as well as for publication, in leading-edge technologies including IP telephony, network security and Storage Area Networks and other evolving technologies. For additional information about Miercom (www.Miercom.com), please feel free to contact Robert Smithers at 609.490.0200, or rsmithers@miercom.com.
Media Contact:
David Radoff, Genesys, 650.466.1078, dradoff@genesyslab.com.
Amy Fisher, PSB for Genesys, 612.455.1773, afisher@psbpr.com.