Genesys releases contact center suite version 7.2.

Genesys Telecommunications Laboratories, Inc., an Alcatel company, has released Genesys 7.2, a new version of the company's contact center software suite with advances in the scalability, reliability and security needed for IP contact centers. By leveraging Open IP and SIP (Session Initiation Protocol) technology, Genesys 7.2 can support up to 30,000 agents and provide contact centers with new forms of customer interactions, intelligent routing and call controls, and software-based ACD capabilities. According to the company, Genesys 7.2 is the only IP contact center solution that uses a completely open architecture to support virtually any hardware or software platform, regardless of vendor. This Open IP architecture allows businesses to integrate "best-of-breed" components without complex compatibility issues, giving companies total choice in selecting the most appropriate infrastructure to meet their business goals. Genesys 7.2 also supports a mix of IP and TDM environments as well as hybrid environments that require multi-vendor platforms. Unlike "rip and replace" architectures of the past, these approaches allow businesses to migrate to an IP environment over time, spreading out costs and minimizing risk. Genesys 7.2 integrates IP into key elements of the suite, such as the Genesys Voice Platform (GVP-IP) to support voice self-service, video and voice-enabled applications. The Open Media module lets businesses apply advanced routing capabilities and business process-based routing to virtually any customer application, including Web, fax, SMS, e-mail, chat, video or workflow management.

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