Genesys and Verizon Collaborate on Hosted IP Call Center Services Solution

MIAMI - Genesys Telecommunications Laboratories, Inc. partners with Verizon to deliver a hosted voice-ready Internet Protocol (IP) services call center solution. With this planned offering, businesses will be able to deploy contact center applications, such as voice self-service and agent-level call routing. The Verizon managed services offer includes the Genesys Voice Platform (GVP), which is a VoiceXML platform that includes ASR support. Verizon will also benefit from the range of ASR ecosystem partners that Genesys works with, including Voxify, NetByTel, TuVox, and Apptera.

The IP-enabled voice solution will combine the Genesys IP contact center portfolio with Verizon's voice-ready IP data network to deliver enterprises IP communications services, including 800 IP service, and self- and assisted-service contact center capabilities - all within a hosted environment.

The IP solution will offer selective sourcing of services, support deployment of new applications and allow for a phased implementation approach based on business requirements.

Genesys enables collection and assessment of caller context, and segments and prioritizes customer interactions according to business value, desired service level or specific customer needs. Additionally, the Genesys 7 suite will be available in this hosted IP environment including applications for outbound interactions, workforce management, email, Web and workflow.