Genesys Introduces Enterprise IP Contact Center, Network IP Contact Center

SAN FRANCISCO, CA - Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that it is extending its Internet Protocol (IP) line with the introduction of Enterprise IP Contact Center (IPCC) and Network IP Contact Center, and added support for multiple major IP PBXs. The Genesys IP Contact Center portfolio delivers all 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. Genesys' complete suite of contact center applications for IP networks addresses a specific market segment: Network IPCC is designed for telecommunications companies and service providers relying on carrier-grade IP soft switches; Enterprise IPCC serves large contact centers with more than 150 agents; Express IPCC offers the same benefits of Enterprise IPCC in a solution specifically suited for mid-sized contact centers with less than 150 agents. Genesys 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. Neil Miranda, from the New Zealand Ministry of Social Development (MSD) said, "Delivering IPCC over our converged IP infrastructure enables systems and services to be delivered predictably, at anytime, from any point on the infrastructure with full central management. We have therefore worked closely with Genesys to develop an IPCC product, which is deployable anywhere within an enterprise from a central standpoint. Trials to date have shown that deployment is rapid and simply achieved while delivering enhanced management solutions compared with traditional means." "Clearly IP is an emerging technology for contact center initiatives, and our customers are exploring various platforms as future investments," said Paul Segre, Genesys' chief technology officer. "Genesys will continue to offer open software solutions - both for traditional and IP environments - that run on our customers' infrastructure of choice. By leveraging this open platform strategy, companies can preserve existing investments while seamlessly 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."