Genesys Extends Power of New G6 Contact Center Suite to
IP Networks
Voice-Over-IP Option Addresses Emerging Communications Needs, Extends
Contact Centers to Branch Offices and Remote Agents
SAN FRANCISCO, Nov. 27 /PRNewswire/ -- Genesys Telecommunications Laboratories, Inc., an independent wholly owned
subsidiary of Alcatel (NYSE: ALA; Paris: CGEP.PA) and the leading provider of universal queue contact center solutions, today
announced availability of its Voice-Over-IP (VoIP) Option for the recently announced G6 Suite (See press release dated Oct. 24,
2000). The Genesys VoIP Option extends the benefits of G6 to Internet Protocol (IP) networks, enabling businesses to leverage the
industry's most advanced customer interaction management and routing capabilities in packet-based, distributed ``virtual'' contact
center environments.
The Genesys VoIP Option allows businesses to manage interactions across their distributed enterprise, ensuring that customers are
delivered to the right resource regardless of where that resource may be located. Businesses may now take full advantage of
customer care professionals in the branch or remote office, while providing a consistent interaction experience for their customers.
Leveraging Genesys' open platform approach to contact centers, the VoIP Option provides an effective migration path to IP
networks, while allowing businesses to make full use of their existing circuit-switched contact center infrastructure. Genesys
currently has several customers using its VoIP Option, including Cariplo, a division of Intesa, Italy's largest bank.
``Genesys maintains it's longstanding commitment to platform independence,'' said Laurent Philonenko, chief technology officer,
Genesys. ``As the worldwide communications infrastructure continues to evolve in the coming years, our VoIP Option offers
businesses a realistic choice for handling customer interactions over IP networks without abandoning previous investments in
traditional voice or circuit-switched environments.''
Genesys Provides a Migration Path to Convergence
According to a recent study from Datamonitor, ``IP-architected contact centers will be mostly new contact centers, while
non-greenfield operations are unlikely to chuck their huge (and in some cases very recent) investments in perfectly good, highly
robust, tried and tested non-IP telephony networking equipment. Instead, many established call centers will add some IP functionality
in bits and pieces, as demand for such services on the part of the consumer increases.''(1)
The VoIP Option provides an interface to traditional PBX environments, delivering a framework that handles all real-time
packet-based media, including voice, video and data. With its ability to carry out transfers between traditional ACD/PBX agents and
IP agents via an H.323 compliant VoIP gateway, the VoIP Option allows for a seamless integration into the existing call center
infrastructure. Businesses can deploy IP agents in their current environment, while incorporating them into their overall call routing
strategy. The IP agents also receive a choice of a variety of voice terminals, including PCs, IP phones and digital phones.
Added Philonenko, ``Our VoIP implementation also can be deployed in IP-only environments. With this offering, we are satisfying the
needs of those large enterprises with hybrid infrastructures, as well as those customers that have a more data-centric environment.''
Genesys Helps Businesses Take a Significant Step Forward in Online
Customer Care
As the Internet banking phenomenon gained popularity worldwide, Cariplo was faced with the challenge of meeting its customers'
needs for fast, easy, Internet banking with a high degree of customer relationship management. Cariplo turned to Genesys and
became the first Genesys-powered contact center to implement a joint voice, video and data customer relationship management
solution that was IP-based.
Today, Cariplo's 300-person contact center based in Milan handles up to 80,000 calls per day over a variety of communications
channels, and now includes both traditional voice and VoIP interactions. As a result, Cariplo customers are receiving a wider range of
service options that leverage the Internet, helping the company improve its competitive position through advanced service
capabilities.
``Genesys is helping us transform our traditional business into a business that will succeed in the Internet Economy,'' said Marco
Doniselli, call center manager, Cariplo. ``We chose Genesys due to their open platform approach, and their ability to completely
integrate VoIP with our existing call center operation.''
Availability
Today, the VoIP Option is available on Windows NT and Unix for the Genesys G6 Enterprise Routing Solution, with future plans to
support the company's latest G6 versions of Network Routing, Internet Contact and Outbound Contact Solution. The Genesys VoIP
Option is standards-based, supporting H.323, with plans to support SIP in the near future.
About Genesys
Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel, is the leading provider of
universal queue contact center solutions for complete customer relationship management. Genesys offers an integrated suite of open,
infrastructure-independent applications that manage interactions across all media types, networks and applications. Headquartered in
San Francisco, Genesys has served Global 2000 enterprises and major telecommunications carriers and service providers worldwide
for more than for 10 years. Today, Genesys has offices around the world and maintains a global network of strategic partners,
including IBM Global Services, Alcatel and Siemens. Visit www.genesyslab.com or call 888-GENESYS (in the U.S.) for more
information.
(1) VoIP and the Contact Center`` Proceed with Caution, Datamonitor, 7/2000
SOURCE: Genesys Telecommunications Laboratories, Inc. |
