Compaq and Genesys Join Forces to Accelerate and Simplify the Migration to Open, Standards-Based Solutions for Call Centers.HOUSTON--(BUSINESS WIRE)--Aug. 27, 1997-- Partnership Will Allow Customers to Rapidly Deploy and Utilize Computer-Telephony Integration in Call Centers Compaq Computer Corporation (company) Compaq Computer Corporation - The largest US manufacturer and vendor of IBM PC compatible personal computers and servers. Compaq was started in 1982 by three ex-Texas Instruments employees. Quarterly sales $2499M, profits $210M (Aug 1994). http://compaq.com/. (NYSE NYSE See: New York Stock Exchange :CPQ CPQ Compaq CPQ Conseil du Patronat du Québec (Canada) CPQ Configure-Price-Quote CPQ Conseil de Presse du Québec (Québec Press Council, Canada) CPQ Companion Parrot Quarterly ), the world's leading server vendor, and Genesys Telecommunications Laboratories, Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : GCTI GCTI Genesys Telecommunications Laboratories Inc (stock symbol) GCTI Global Change Technology Initiative ), a leading provider of network and enterprise computer telephony integration Computer Telephony Integration - Computer Telephone Integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) software applications, announced today a collaborative effort to market optimized mission-critical call center solutions on open, industry-standard platforms. In a formal agreement signed earlier this month, Compaq has chosen Genesys as its strategic CTI partner for penetrating the call center. The two companies solidified their plan to jointly test and co-market call center solutions designed to provide customers with seamless computer-telephony integration that will increase productivity and improve customer service in the growing call center marketplace. Call centers comprise a large part of the expanding telecommunications market, which is expected to grow 15% a year from $86.2 billion in 1997 to over $128 billion in 2000 (a). With initial focus on the North American North American named after North America. North American blastomycosis see North American blastomycosis. North American cattle tick see boophilusannulatus. and European markets, this new partnership will consist of jointly developed integration tools designed to optimize system performance and efficiently deploy CTI into call centers. "Now, more than ever, the benefits of open, standards-based platforms for computer telephony See CTI, VoIP and IP telephony. Computer Telephony - Computer Telephone Integration are becoming evident to enterprise customers and network service providers," said Ronnie Ward, Vice President and General Manager, Enterprise Solutions Division, Compaq Computer Corporation. "The combination of Compaq ProLiant servers, Genesys' open, scaleable CTI software and support from key integrators such as Deloitte & Touche, will fill a critical void in today's enterprise computing Refers to information technology in the larger company. See enterprise data and enterprise networking. landscape." "Our customers are shifting toward open, standards-based call center platforms as a way of adapting technology to improve customer service," said John McNulty, Vice President, Channels and Business Development, Genesys. "The Compaq/Genesys partnership will accelerate this shift by allowing customers to easily and rapidly deploy best of breed Genesys network and enterprise computer-telephony integration applications on the industry's leading server platform, Compaq ProLiant." About CTI and Its Benefits Simply put, Computer Telephony Integration (CTI) harnesses computing power to integrate critical business information with the telephone and other communications media. The benefits that CTI has brought to corporations include enormous savings of personnel time while delivering improved customer service. A few important CTI benefits include: improved response time for callers; callback options for callers who don't want to stay on hold; instant access to vital customer information -- often on a 24 hour basis, and easier access and quicker response time from call center representatives. In today's competitive environment, companies are looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. every opportunity to serve their customers better. This renewed emphasis toward customer service has made call centers utilizing CTI solutions an important part of corporate IT strategies, affecting enterprise-level spending and decision making. Compaq/Genesys Partnership Provides Significant Benefits to Customers Today's announcement continues Compaq's ongoing commitment to customer relationship management, strengthens existing relationships with companies such as Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. and enables a new level of enterprise service capabilities. The combination of Compaq's selection of standards-based, flexible, industry-leading platforms for computer telephony and telecommunications applications and Genesys comprehensive suite of CTI applications allows an organization to optimally manage its customer interactions and employee communications to increase productivity, lower costs, and achieve greater customer satisfaction and loyalty. "At Deloitte & Touche Consulting Group, we are continually looking for ways to help our clients implement high value change," said Steve Pratt Steve Pratt spent most of the last decade working for the foreign aid organisation CARE Australia. Steve has worked in dangerous front-line locations like Rwanda, Cambodia, Zaire, Iraq and the former Yugoslavia, as well as in Yemen, Jordon and Kenya, managing up to 32 international , Partner, Deloitte Consulting. "We see the Compaq/Genesys relationship as a new and welcomed improvement to the future of call centers, and a real boost to our ability to help our clients implement innovative customer care." By utilizing Compaq ProLiant servers as Genesys' preferred development platform, customers will have the advantage that Compaq platforms are optimized for mission critical call center environments. Compaq and Genesys will cooperate to offer tools allowing efficient deployment of solutions for customized call routing, load balancing The fine tuning of a computer system, network or disk subsystem in order to more evenly distribute the data and/or processing across available resources. For example, in clustering, load balancing might distribute the incoming transactions evenly to all servers, or it might redirect them , predictive dialing, real-time statistics and reporting, information analysis, individual agent performance and comparisons, internet-based customer service solutions, and video capabilities for voice calls. In addition, the comprehensively tested and optimized Compaq and Genesys call center products will offer new and attractive direct benefits that include: increased application performance; quicker customer evaluation and streamlined deployment; interoperability; simpler upgrading of computer-telephony integration systems; and complete access to service and support expertise. Company Background Compaq Computer Corporation, a Fortune 100 company, is the fifth largest computer company in the world and the largest global supplier of personal computers, delivering useful innovation through products that connect people with people and people with information. The company is an industry leader in environmentally friendly Environmentally friendly, also referred to as nature friendly, is a term used to refer to goods and services considered to inflict minimal harm on the environment.[1] programs and business practices. Compaq is strategically organized to meet the current and future needs of its customers, offering Internet and enterprise computing solutions, networking products, commercial PC products and consumer PCs. As the leader in distributed enterprise solutions, Compaq has shipped over a million servers. In 1996, the company reported worldwide sales of $18.1 billion. Compaq products are sold and supported in more than 100 countries through a network of authorized Compaq marketing partners. Customer support and information about Compaq and its products can be found at http://www.compaq.com or by calling 1-800-OK-COMPAQ. Product information and reseller locations can be obtained by calling 1-800-345-1518. -0- (a) According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. a report published by the Association of Computer Telephone Integration Users and Suppliers. Compaq, Registered U.S. Patent and Trademark Office. Product names mentioned herein may be trademarks and/or registered trademarks of their respective companies. CONTACT: Compaq Computer Corporation Arch Currid, 281-514-0484 arch.currid@compaq.com or Miller/Shandwick Technologies Helen Dragoon dragoon In late 16th-century Europe, a mounted soldier who fought as a light cavalryman on attack and as a dismounted infantryman on defense. The term derived from his weapon, a short musket called the dragoon. , 617-536-0470 hdragoon@miller.shandwick.com or Genesys Telecommunications Labs Karine Hagen, 415-437-1163 karine@genesyslab.com |
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