Genesys, Verizon to offer hosted IP service; Genesys announces SIP contact center solution.Genesys Telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. 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 A general term for networks that use the IP protocol for voice (VoIP) and video traffic. See IP telephony. 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 as needed prn. See prn order. 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 In economics, vendor lock-in, also known as proprietary lock-in, customer lock-in, lock-in is where a customer is dependent on a vendor for products and services and cannot move to another vendor without substantial switching costs, real and/or perceived. , complicated upgrades and expensive maintenance costs. In other company news, Genesys has announced a new Genesys Session Initiation Protocol (protocol) Session Initiation Protocol - (SIP) A very simple text-based application-layer control protocol. It creates, modifies, and terminates sessions with one or more participants. Such sessions include Internet telephony and multimedia conferences. It is described in RFC 2543. (SIP (1) (Session Initiation Protocol) An IP telephony signaling protocol developed by the IETF. Primarily used for voice over IP (VoIP) calls, SIP can also be used for video or any media type; for example, SIP has been used to set up multi-player Quake games. ) 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 end-to-end a pattern of anastomosis in which severed ends are matched and united, in contrast with other patterns such as end-to-side or side-to-side. Usually applied to anastomosis of the intestine. 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 A sip phone uses Voice over IP technologies. The phone runs using SIP protocol. It can have many features which a normal phone does not/cannot have. It can support using email like id to make call (easier to remember as compared to names) as well as normal phone number. ; and * Integration to non-CTI-enabled soft switches. www.genesyslab.com www.verizon.com/enterprisesolutions [ILLUSTRATION OMITTED] |
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