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| Genesys Releases Contact Center Suite Version 7.2 Genesys Telecommunications Laboratories, Inc., an Alcatel company, has released Genesys 7.2, a new version of its award-winning contact center software suite with major 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. 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 tightly 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. Because it can connect the contact center with business applications, Open IP also helps businesses extend customer service beyond the traditional contact center, leveraging customer data and knowledge from across the enterprise. It also brings the contact center closer together - linking remote offices to better align service goals across regions. Genesys supports the integration of IP telephony services (phone-based services) with a broad range of customer contact channels, such as other phones, e-mail or chat. The Genesys SIP Server acts as an automatic call distributor (ACD) for 7.2 using software to direct calls instead of a hardware-based ACD. The Genesys SIP Server is fully scaleable, supporting up to 30, 000 IP agents for effective use of virtual contact center agents in branch offices or remote offices. A centralized SIP server provides the consistency, security, and virtual integration needed to tie together multiple sites and departments. Genesys Open Media is a software component that integrates customer interactions across any media channel (including non-Genesys interactions and back-office work items). Interactions and work items are received, sorted and routed to agents via the centerpiece of the Genesys suite, the Genesys Customer Interaction Management (CIM) platform. By integrating the contact center with adjacent departments or other business processes within the enterprise, a much larger set of employees can be leveraged to provide optimal response. Genesys 7.2 enhances Open Media functions with business process routing (BPR) capabilities. The software processes interactions by applying intelligent real-time routing, tracking, reporting and management capabilities to work items and interactions over any channel inside the contact center and across the enterprise. All processes and systems within an organization, including fax, workflow, e-mail management, Web chat, document scanning and short message service (SMS) channels, can be funneled into the single, prioritized Genesys Open Media queue. write your comments about the article :: © 2006 Networking News :: home page |