AlcaLu Teams for Genesys SaaS

PARIS -- Alcatel-Lucent Enterprise announced today that it has joined with ProtoCall One to provide the UK's first fully-hosted Genesys contact centre solution to the 100 to 500 seat contact centre market as a SaaS offering. Genesys has been working with ProtoCall One for over eight years, and the new service will make powerful Genesys customer service software available via the cloud, enabling smaller organisations to take advantage of the high end award-winning contact centre technology that has only previously been available as an in-house, premise solution.

At present, ProtoCall One has made available four Genesys SaaS offerings: Inbound, Multi-channel – including social media – Workforce Optimisation and Outbound. Other SaaS hosted service options are also in development.

"Our joining with ProtoCall One with this SaaS offering is meeting a real and growing market demand for cloud-based services. We can now make available the full functionality of our Genesys solutions for the first time to a much wider market," said Keith Wilkinson, VP and General Manager UK and Ireland, Alcatel-Lucent Enterprise. "This is the first and only Genesys offering of its kind in the UK, and enables smaller contact centres to use all elements of the traditional Genesys solution – inbound routing, multi-channel communications including social engagement, WFO, as well as outbound tools."

Alcatel-Lucent (NYSE: ALU)