Genesys Launches Voice Platform with Built-in Support for Video Contact Centers, Enhanced Network Services, and Key IP Standards

SAN FRANCISCO - Genesys Telecommunications Laboratories, an Alcatel-Lucent company, released a voice self-service platform with built-in support for video customer service, and key standards for enhanced network services that enable a range of new applications, from speech-enabled voicemail to IP-based services using Session Initiation Protocol (SIP).

With its support for video play-and-record applications that that take advantage of 3G mobile phones and other devices, service providers are now able to offer a host of new services, including rich media applications such as video voicemail, video conferencing, video-enabled music and game applications, and video call-recording.

The new Genesys platform enables development of next-generation applications in customer service organizations. Genesys VoiceGenie 7.1, along with its sister platform, GVP, enable a range of voice self-service applications.

In addition to the video features of VoiceGenie 7.1, Genesys has added new features for voice over IP, through the key standard of SIP, which enables deployment of voice self-service in both IP and hybrid networks through media gateways. VoiceGenie 7.1 also leverages the latest versions of three standards - VoiceXML 2.1, CCXML 1.0 and MRCP 1.0 - that enable applications to be modified, re-used, and redeployed across virtually any device.

Since its acquisition of VoiceGenie in early 2006 Genesys has continued to support and improve the platform. Genesys has pledged continued support for all VoiceGenie customers and will create a compatible upgrade path and both platforms embrace industry standards, including VoiceXML 2.1, CCXML 1.0 and MRCP 1.0.