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Verizon, Genesys Team Up

To collaborate on hosted IP call center services solution

June 2, 2005

3 Min Read

WOKINGHAM, U.K. -- At its annual G-Force user conference, Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP), today announced a partnership with Verizon to deliver a hosted voice-ready Internet Protocol (IP) services call centre solution. With this planned offering, businesses will be able to quickly and cost-efficiently deploy advanced contact centre applications, such as voice self-service and agent-level call routing.

“Customer-centric technologies such as integrated self- and assisted-service and Business Priority Routing are clearly growing as ways for companies to increase their customer service quality and maintain loyalty,” said Elliot Danziger, Chief Technology Officer, Genesys. “Enterprises are looking for a way to quickly deploy these enhanced contact centre capabilities across their distributed enterprise in a flexible, cost-effective manner. Verizon’s sophisticated IP data network provides an ideal environment that complements Genesys’ proven contact centre technology. This secure, hosted solution will allow enterprises of all sizes to migrate to an IP-enabled system and scale those IP applications to meet growth demands.”

The IP-enabled voice solution will combine the Genesys open IP contact centre portfolio with Verizon’s secure, voice-ready IP data network to deliver enterprises sophisticated IP communications services, including 800 IP service, and self- and assisted-service contact centre capabilities – all within a flexible, cost-efficient hosted environment. Through the hosted environment, companies eliminate the need for up-front capital equipment investments and can maintain minimal staffing and maintenance costs.

Built on open, standards-based technology, the IP solution will offer the flexibility of selective sourcing of services, support faster deployment of new applications and allow for a phased implementation approach based on business requirements. The scalability of the architecture will also allow for growth as needed over time.

“By coupling Verizon’s extensive investment in a secure, voice-ready data network with the industry’s leading voice platform, customers will be able to efficiently deploy sophisticated contact centre solutions that previously were only available using proprietary technology,” said James Tiller, vice president, Application Services for Verizon Enterprise Solutions Group. “Genesys’ open IP approach will help enterprises maximise the value of IP telephony by providing the components needed to efficiently deploy IP applications while protecting existing investments.”

Using the new Genesys SIP Communication Server, the IP-enabled solution will link the Genesys 7 contact centre suite to Verizon’s voice-ready IP network. Genesys enables collection and assessment of caller context, and segments and prioritises customer interactions according to business value, desired service level or specific customer needs. Additionally, the entire Genesys 7 suite will be available in this hosted IP environment including applications for outbound interactions, workforce management, e-mail, Web and workflow. This will allow enterprises to manage customer services in a more personalised and efficient manner and maximise the business value of each customer interaction.

The multi-protocol capability of the IP solution will allow businesses to integrate advanced voice services with other SIP-based applications and avoid vendor lock-in, complicated upgrades and expensive maintenance costs. Genesys removes the constraints of costly legacy IVR systems and offers standards-based development, flexible deployment options, simplified integration and improved time to market for speech-directed voice applications.

Genesys Telecommunications Laboratories Inc.

Verizon Communications Inc.

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