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VoIP, unified messaging, products and services
Network World - It's been a while since we last discussed contact center platforms, but Genesys recently hit the news wires, announcing a package that brings the company's contact center platform to the mid-market.
Genesys One is based on Genesys 8 software, leveraging the SIP-based Genesys Customer Interaction Management Platform. The solution delivers customer service capabilities, including skills-based routing, agent desktop and reporting. Using the Genesys SIP Select ecosystem, Genesys One solution, includes telephony and end points. Genesys One supports up to 300 agents on a single server and can scale up on a fully virtualized infrastructure. It can also include additional Genesys applications based on a company's future customer service needs.
One key advantage of the latest Genesys iteration is a rapid deployment approach, offering a fixed-price installation for deployment in 30 days or less. Genesys uses "orchestration technology" to package best practices into predefined strategies and applications, all designed to reduce the time and cost needed to deploy an advanced contact center.
Seeking to give the enterprise business user more control and lower costs, Genesys One reporting and applications allow customer service managers to monitor and modify customer service strategies "on the fly," without requiring IT support.
Commenting in a statement, Paul Segre, president and CEO at Genesys, said, "Until now only the largest, most sophisticated companies have benefited from the world's most advanced customer service solutions." He added, "With Genesys One, we are delivering more than a new product. The broader enterprise market now has access to a transformative solution that gives them instant access to industry-leading technology and years of customer service expertise and best practices - packaged together for rapid deployment and low TCO."
Genesys was formerly an Alcatel-Lucent division, spun off about a year ago to a private equity firm. The company supports more than 2,000 customers in 80 countries, and according to the company its Genesys software directs more than 100 million interactions every day.
Read more about voip & convergence in Network World's VoIP & Convergence section.
Steve Taylor is president of Distributed Networking Associates and publisher/editor-in-chief of Webtorials. Larry Hettick, an independent analyst and consultant, is a 30-year industry veteran. He has covered VoIP and UC at Network World for 12 years.