WOKINGHAM, U.K. -- At its annual G-Force user conference, Genesys Telecommunications Laboratories, Inc., an Alcatel company (Paris: CGEP.PA and NYSE: ALA), announced that it has chosen the Microsoft platform to support Genesys' first offering designed specifically for business process outsourcing (BPO) solutions.

Designed for multi-national contact centres, outsourcers can take advantage of the new Genesys Global Communications Manager and the Microsoft platform to create an open, standards-based contact centre infrastructure. This infrastructure will allow both enterprises and outsourcers to enhance customer relationships, lower telecommunication costs and establish a solid base to support best-of-breed contact centre interactions.

These solutions will be based on a service-oriented architecture aimed at reducing network inefficiencies and operational costs for contact centres, improving the control, visibility and quality of customer interactions, and raising agent productivity through increased collaboration.

Growth of Outsourcing
Enterprises are becoming more comfortable outsourcing non-core business processes. In fact, analyst firm IDC estimates the worldwide contact centre outsourcing business will grow to US $71 billion by 2007, with half a million outsourced agent positions globally by 2008. This rapid growth signals a growing need for smart tools to manage the international networks that connect globally-distributed contact centres.

There are, however, challenges with outsourcing including: the operation of offshore contact centres, the need to distribute interaction loads evenly to multiple contact centres, high transcontinental telecommunication costs and finding an infrastructure that limits the risk of information and infrastructure silos.

"More companies are realising that outsourcing some or all contact centre operations allows the company to concentrate on its core business, while still providing the superior customer service that drives loyalty and repeat business," said Elliot Danziger, Chief Technology Officer, Genesys. "The Genesys Global Communications Manager helps multi-national contact centres manage outsourcing challenges and streamline customer interactions in a way that is cost-effective."

Genesys Telecommunications Laboratories Inc.