GENESYS AND IBM LAUNCH SPEECH-ENABLED SELF-SERVICE SOLUTIONS.Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE NYSE See: New York Stock Exchange : ALA; Paris: CGEP CGEP Commonwealth Graduate Engineering Program (Virginia) CGEP Center for Gifted Education Policy .PA), and IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) have launched speech-enabled self-service solutions to link contact centers with enterprise resources and IT infrastructures. In a move to increase the availability and functionality of its partner applications, IBM will work with Genesys to deliver a suite of WebSphere speech capabilities integrated with the Genesys Voice Platform. In addition, the two companies announced that they have expanded their strategic alliance to target small and mid-sized businesses (SMBs) with solutions for specific vertical markets. IBM and Genesys: Enabling Speech Self-Service IBM is working with Genesys to enable IBM's WebSphere Voice Server, WebSphere Voice Application Access and Voice Toolkit for Websphere Studio for the Genesys Voice Platform. Genesys also plans to run its solutions on IBM's WebSphere Internet infrastructure software -- which will enable a seamless link between the contact center and back-end IT infrastructure. Self-service solutions, performed without the assistance of a call center agent, allow customers to obtain information easily and execute transactions with a wide variety of business processes ranging from areas such as billing and inventory management and order delivery systems. The solutions will allow for multiple modes of customer service delivery -- such as Web self-service, chat and speech-enabled caller interactions -- to be better managed and more closely integrated into enterprise applications. The solutions offers language support for English, Chinese and Japanese. The offerings are designed to allow organizations to use a single, open-standards based architecture throughout the enterprise to manage multiple channels of interaction and points of customer contact. Also, both companies have announced plans to provide future connectivity via MRCP MRCP Member of Royal College of Physicians. MRCP abbr. Member of the Royal College of Physicians (Media Resource Control Protocol) -- an emerging standard aimed at easing the integration of automatic speech recognition and text-to-speech technologies. The Genesys Voice Platform delivers enhanced self-service applications A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. that provide instantaneous, anytime access to Web-based information using natural voice commands and allows customers to transition seamlessly to agent assistance whenever necessary. The solution is ideal for transactions such as obtaining account balances, transferring funds, requesting information, checking flight status, ordering products and scheduling services. "Together IBM and Genesys enable companies to fully integrate the contact center -- the very 'face' of a company -- with IT infrastructure to support a consistent, positive customer experience," said Nicolas de Kouchkovsky, senior vice president of marketing and business development at Genesys. "Companies gain the benefit of sharing customer information from front to back office, which not only increases efficiency but also improves coordination among previously disparate business units." IBM and Genesys: Meeting the Needs of Small and Mid-Sized Businesses In addition to working on joint speech self-service solutions, Genesys and IBM have expanded their relationship to meet the needs of small and mid-sized businesses (SMBs). In an increasingly competitive business environment, SMBs are seeking advanced contact center technologies to differentiate themselves through superior customer service. Together, IBM and Genesys provide easy-to-manage contact center solutions that can reduce infrastructure costs and greatly improve quality of service. The companies plan to initially market solutions designed to address the particular needs of SMB (1) (Small to Medium-sized Business) Also called "SME" (small to medium-sized enterprise), it refers to companies that are larger than the small office/home office (SOHO), but not huge. customers in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. and healthcare industries. As customers across different industries increasingly demand solutions unique to their industry challenges, IBM is aligning and mobilizing mobilizing, v 1. freeing or making loose and able to move. 2. observing any ongoing movements in a client's body, whether small or large, assisted or not, that identify strengths and weaknesses, as well as the client's physical and Business Partners of all types by vertical industry focus. Genesys will receive targeted research, development and go-to-market support specific to the financial services and healthcare industries by accessing Partnerworld Industry Networks, a new Web-based partner program for ISVs. The Genesys suite of products, combined with IBM WebSphere Voice Server, IBM DB2 Universal Database and IBM eServer This article is about the IBM family of computer servers. For the open access electronic text archive, see EServer.org. IBM eServer was a family of computer servers from IBM Corporation. xSeries systems designed specifically for mid-sized businesses, can help companies quickly and accurately route customer inquiries to the information they need via self-service, or to the appropriate service representatives when required. With the new Genesys and IBM solutions, SMB customers can more easily migrate from legacy technologies, such as automatic call distribution (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ) systems, to more sophisticated routing capabilities that may better serve their customers' rising demands for superior service and 24x7 access to information. "We're committed to working with our partners to reach new audiences within key vertical markets," said Buell Duncan, GM, ISV (Independent Software Vendor) A person or company that develops software. It implies an organization that specializes in software only and is not part of a computer systems or hardware manufacturer. and Developer Relations. "Today's announcement is part of IBM's continuing efforts to expand its strategic partnership in the speech arena - an important part of the pervasive computing Refers to the use of computers in everyday life, including PDAs, smartphones and other mobile devices. It also refers to computers contained in commonplace objects such as cars and appliances and implies that people are unaware of their presence. ecosystem. The Genesys and IBM alliance represents the strength of collaboration to develop and deliver open and integrated industry-focused solutions." About Genesys Telecommunications Laboratories, Inc. Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is a provider of software for call centers. Customer service solutions from Genesys are provided for Global 2000 enterprises, government organizations and telecommunications service providers A Telecommunications Service Provider or TSP is a type of Communications Service Provider that has traditionally provided telephone and similar services. This category includes ILECs, CLECs, and mobile wireless companies. across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource -- the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales telesales Noun the selling of a commodity or service by telephone telesales npl → televentas fpl telesales npl → and service, and workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. . Genesys Telecommunications Laboratories can be found on the World Wide Web at http://www.genesyslab.com. About IBM IBM is the world's largest information technology company, with 80 years of experience in business. IBM works IBM Works was an office suite for the IBM OS/2 operating system. It included word processing, spreadsheet, database and PIM applications. It was originally developed as Legato by IBM UK. Then it was taken over by Footprint in Canada, also known as Footprint Works. with companies of all sizes around the world to deploy a full range of IBM technologies. IBM can be found on the World Wide Web at http://www.ibm.com. For more information, call 415/437-1078. |
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