Genesys releases contact center suite version 7.2.Genesys Telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. 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 (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. ) 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 (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. capabilities. According to according to
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3. 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 See TDM network. 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 (1) (Storage Management System) Software used to routinely back up and archive files. See HSM.
(2) (Systems Management Server) Systems management software from Microsoft that runs on Windows NT Server. , e-mail, chat, video or workflow management.