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Technology Stocks : Genesys Telecommunications (GCTI) -- Ignore unavailable to you. Want to Upgrade?

To: Clam Clam who wrote (98)	5/4/1998 8:55:00 PM
From: Dave Doriguzzi	Respond to of 220

News that was not posted on PR Newswire: Monday May 4, 9:27 am Eastern Time Company Press Release SOURCE: Digital Equipment Corporation Digital to Resell Genesys Suite of Call Center Applications Agreement Enables Both Companies to Deliver an Open Call Center Solution Solution Increases Speed and Reliability of Customer Care Interaction MAYNARD, Mass., May 4 /PRNewswire/ -- Digital Equipment Corporation (NYSE: DEC - news) today announced a worldwide systems integration and reseller agreement with Genesys Telecommunications Laboratories, Inc. for its open call center applications. The pact calls for Digital Worldwide Services to resell the Genesys suite of applications as part of a systems integration solution. This integrated solution enables businesses to improve the speed and reliability of their customer care interactions. The Genesys Suite includes inbound, outbound and blended agent interaction utilizing either a network- or customer premise-based intelligent call routing capability. The product suite runs on Digital Alpha and Intel platforms, running either UNIX or NT operating systems. By combining Digital's depth of experience in delivering solutions to the telecommunications industry, best-in-class systems integration services, and high-performance open systems platforms with Genesys' industry-leading Computer Telephony Integration (CTI) call center technology, the two companies will provide businesses with a quality and timely implementation of a highly scaleable, available and productive customer interaction center. ''Customer service and proactive customer interactions have become critical success factors in light of the deregulation of the telecommunications market and the resulting competition among service providers,'' said Sultan Zia, vice president of communications industry solutions services, Digital Worldwide Services. ''The Digital/Genesys partnership delivers an open call center solution that enables operators to develop a customer service-based differentiation in their offerings, as well as the knowledge-based customer interaction necessary to effectively expand their subscriber base and subscriber services.'' ''Digital has a tremendous history of success in the telecommunications industry,'' said John McNulty, vice president of sales, channels and business development for Genesys. ''Its capabilities in public networks, premise and private networks is unquestioned. Additionally, Digital's Professional Services capabilities are second to none. We're delighted to be teamed with Digital to bring cutting-edge solutions to the our mutual customers.'' Based on the agreement, Genesys will train and certify Digital systems integration architects and engineers. The two companies also will participate in joint marketing and promotional activities; Digital's Communications Industry Expertise Center in Valbonne, France, will feature demonstrations of the Genesys product suite. A Call Center Benchmark Report, sponsored by Ameritech Corp. [NYSE:AIT - news], notes that annual spending on call centers is growing at approximately 12 percent. Dataquest Inc. reports that call center revenue was $900 million in 1997 and will reach $1.5 billion in 2001. Gartner Group projects demand for call centers will increase at a compound annual growth rate of 15 to 20 percent over the next five years. Rapid growth and competition in the call center market have been fueled by a number of factors: the demand for rapid resolution of customer issues; the need for call centers to handle more complex calls; and the need to support customers via faxes, electronic mail, and the Internet, in addition to traditional telephone calls. As a result, agents must be empowered to handle much higher levels of information and must do so more quickly in order to remain competitive. About Genesys Genesys Telecommunications Laboratories, Inc. combines computer and telephone systems to improve interactions between companies and their customers. Headquartered in San Francisco, Genesys serves over 200 customers in the North American, European, Asia/Pacific and Latin American regions directly from 27 sales offices and indirectly through a select group of industry leading solutions providers. For more information please visit Genesys at genesyslab.com or call 1-888-GENESYS. About Digital Digital Equipment Corporation, recognized for product and service excellence, is a leading supplier of high-performance, Web-based computing solutions that help enterprises compete in the global marketplace. Digital gives its customers a winning Internet advantage through a comprehensive portfolio of Internet solutions based on award-winning systems, advanced networking infrastructure, innovative software, and industry applications including those from business partners. The expertise and experience of Digital employees help customers plan, design, implement, manage and support Internet solutions in countries throughout the world. For the latest company information, visit Digital on the World Wide Web at: digital.com and/or www.newsdesk.com NOTE: Digital and the Digital logo are trademarks of Digital Equipment Corporation. NT is a trademark of Microsoft Corporation. UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company, Ltd. SOURCE: Digital Equipment Corporation