Genesys Releases IP-Enabled Genesys Voice Platform for the Enterprise Market
SAN FRANCISCO - Genesys Telecommunications Laboratories, Inc. released an IP-enabled version of the Genesys Voice Platform (GVP) to serve enterprise customers of all sizes.
The new IP-enabled version of GVP allows for time-division multiplexing (TDM) and IP to coexist within the same environment.
Benefits of the IP-ready GVP for enterprises include:
- Supports open standards, such as VoiceXML 2.0 and Session Initiation Protocol (SIP).
- Customers can implement a phased approach for migrating to an IP environment. The transition to IP will not require a cutover as the GVP TDM and IP versions can coexist within the same environment, allowing for customer choice for voice-over-IP infrastructures.
- A software only solution, GVP provides infrastructure independence and protects applications investments.
- Customers can access applications, speech technologies, IP infrastructure/applications, and systems integration services available through Genesys' partner ecosystem.
One large enterprise customer finding success with the IP-enabled Genesys Voice Platform is CartaSi, a credit card issuer in Italy. The company, looking to handle approximately 55,000 calls per day, recently deployed GVP at its contact centers located throughout Italy. The flexible architecture meant that CartaSi could integrate speech self-service applications with agent-assisted services for escalation, service recovery and other functions that support the highest possible levels of customer service.
"Genesys delivered the true value of IPa software only approach that improves our virtual call center capabilities and customer service levels, while protecting our existing investments," said Luca Bellati, manager CRM and contact center solutions, CartaSi. "The openness, scalability and flexibility of the system will let us easily add new applications as we grow."