Genesys Announces Support of Internet Telephony Media Channel
February 3, 1999
SAN FRANCISCO--(BUSINESS WIRE)
Genesys' Suite Integrates Multiple Media
Channels Into Single Communication Framework for
Call/Contact Center
Genesys Telecommunications Laboratories,
Inc. (NASDAQ: GCTI), a leading provider of
customer interaction and computer
telephony solutions, announced today its
open, standards-based model for supporting
Voice over IP (VoIP) interactions in the
call/contact center.
VoIP will be seamlessly integrated with
other media channels, supported by the
Genesys Suite, including PSTN voice,
E-mail, and the Internet, providing
customers with a single communications
framework. Genesys' VoIP solutions will be
targeted at both enterprise-wide virtual call
centers and emerging contact centers,
such as those supporting e-commerce
businesses.
Genesys' Internet Telephony approach is
based on the Genesys Suite and is
interoperable with any of the
standards-based Internet protocol (IP)
network infrastructures from the leading
data/voice communications vendors. It will
allow a company to apply their business
logic to route and deliver VoIP calls to any
standard H.323 terminal device, H.323
application such as Microsoft
NetMeeting(TM), or traditional phone.
Genesys' approach is vendor neutral and
enables customers to adopt an evolutionary
deployment strategy that leverages their
existing data/voice infrastructure.
Leveraging the enterprise IP network for
voice interactions, Genesys' solution will
also distribute and manage VoIP calls across
multiple sites, delivering screenpop, inbound
routing, outbound dialing, voice processing,
reporting, and internet contact center
capabilities to any enterprise location. This
will potentially provide a cost-effective
means of building an enterprise-wide
"virtual" call center, connecting branch
offices to the formal call center and
supporting both PSTN and VoIP customer
interactions.
Genesys recently demonstrated its
innovative Internet telephony approach at
the IN Forum event, "The Intelligent
Network and Internet Protocol --
Opportunities in Convergence," held in
Orlando, Fla. Jan. 25-26, 1999.
"The deployment of Internet telephony
solutions is clearly gaining momentum in the
call center industry," stated Jeff Pulver,
president and CEO of pulver.com, Inc.
"Genesys has demonstrated a real-world,
call center application based on recognized,
industry standards."
"This approach reflects the flexibility and
extensibility of Genesys' interaction
management software regardless of the
underlying network infrastructure,"
commented Alec Miloslavsky, chief
technology officer for Genesys. "Genesys
software affords interoperability with both
new and existing network infrastructures,
allowing Genesys' customers to easily take
advantage of new technologies, such as
Voice over IP. This will allow us to
significantly expand our addressable
market."
Genesys plans on demonstrating this
innovative technology in their booth during
Call Center 99 in Dallas, on Feb. 4 and 5.
About IN Forum
The INF is an open, non-profit organization
comprised of service providers, equipment
vendors, software developers, system
integrators, research and engineering
organizations, end users and other interest
parties promoting the implementation of
Intelligent Networking (IN) technology and
applications, based on national and
international standards. More information on
the INF is available at www.inf.org.
About Genesys
Genesys Telecommunications Laboratories,
Inc. (NASDAQ:GCTI) is an enterprise
software company specializing in customer
interaction and computer telephony
solutions. Genesys' products -- found in call
centers of industry-leading companies
around the world -- integrate and extend
the capabilities of a company's computer,
telephony and database systems.
Genesys provides solutions which support
multiple media (including voice, data, email
and Internet), allowing companies to
interact with their customers in the media
they choose. Therefore, Genesys helps
companies enhance customer service,
improve efficiency and productivity, and
increase revenues and profits.
Headquartered in San Francisco, Genesys
serves over 500 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 (in the U.S.). |
