Following its recent announcement of a renewed focus on the South African market, Genesys Telecommunications Laboratories, Inc, a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), has announced the local availability of its Enterprise IP Contact Centre (IPCC) and Network IP Contact Centre products, as well as added support for multiple major IP PBXs.
The Genesys IP Contact Centre portfolio delivers all the feature-rich functionality formerly available only in traditional telephony environments, enabling a migration path for companies transitioning from circuit-switched communications either to a pure IP or hybrid environment.
"Clearly IP is an emerging technology for contact centre initiatives, and our customers are exploring various platforms as future investments," says Mark Payne, managing director: Sub-Saharan Africa at Genesys.
"The company will continue to offer open software solutions - both for traditional and IP environments - that run on a customer`s infrastructure of choice. By leveraging this open platform strategy, companies can preserve existing investments while easily transitioning to an IP environment. Moreover, the breadth of Genesys functionality available in an IP environment is in itself a strong justification for this transition."
Genesys` complete suite of contact centre applications for IP networks now provides the broadest offering to the market, each addressing a specific market segment:
* Network IPCC - designed for telecommunications companies and service providers relying on carrier-grade IP soft switches; extends the benefits of Genesys` product to organisations offering managed and/or hosted contact centre services.
* Enterprise IPCC - serves large contact centres with more than 150 agents; enables businesses to leverage the advanced interaction management and routing solutions in a packet-based, distributed contact centre environment.
* Express IPCC - offers the same benefits of Enterprise IPCC in a solution specifically suited for mid-sized contact centres with less than 150 agents (introduced August 2002).
Genesys has also announced that it has added support for Cisco CallManager (IP PBX). Genesys T-Server 6.5 has been tested in accordance with interoperability criteria set by Cisco Systems, Inc for compatibility with the Cisco CallManager, version 3.1.
Genesys` standards-based contact centre solutions provide a wide choice of integration - including support for 90 switches from 21 different vendors. Continuing this open strategy, the Genesys IP product family offers wide support for major IP PBXs, including Alcatel and Cisco.
By offering support for existing infrastructure, Genesys enables businesses to migrate to IP at their own pace and leverage technology advancements as they occur.
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