Genesys, Verizon to offer hosted IP service; Genesys announces SIP contact center solution.

Genesys Telecommunications Laboratories, Inc., an Alcatel company, and Verizon Enterprise Solutions Group have announced a partnership to deliver a hosted, voice-ready services call center solution. The planned offering will enable businesses to quickly and cost-efficiently deploy advanced contact center applications, such as voice self-service and agent-level call routing.

The IP-enabled voice solution will combine Genesys' open IP contact center portfolio with Verizon's secure, voice-ready IP data network to deliver to enterprises sophisticated IP communications services within a flexible, cost-efficient hosted environment. Through the hosted environment, companies will be able to eliminate the need for up-front capital equipment investments, as well as maintain minimal staffing and maintenance costs.

Built on open, standards-based technology, the IP solution will aim to offer the flexibility of selective sourcing of services, to support faster deployment of new applications and to allow for a phased implementation approach based on business requirements. The scalability of the architecture will allow for growth as needed over time.

The multi-protocol capability of the IP solution will allow businesses to integrate advanced voice services with other SIP-based applications and avoid vendor lock-in, complicated upgrades and expensive maintenance costs.

In other company news, Genesys has announced a new Genesys Session Initiation Protocol (SIP) contact center solution designed to provide customer interaction control for any SIP-enabled infrastructure, regardless of vendor.

Genesys' SIP solution can handle contact interaction control among SIP-enabled devices. The solution provides tracking and monitoring functions of the state of agents. It also delivers a set of interaction management functions. The solution takes traditional end-to-end IP calls and mediates them as a central IP server. It is integrated into the open, standards-based Genesys Customer Interaction Management Platform for managing and tracking customer contacts from beginning to end.

Targeted technology benefits include the following:

* Flexible IP deployments/migration;

* Hardware consolidation;

* Supports soft phones and all SIP phones; and

* Integration to non-CTI-enabled soft switches.

www.genesyslab.com

www.verizon.com/enterprisesolutions

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