Genesys Announces SIP Contact Center Solution

MIAMI - Genesys Telecommunications Laboratories, Inc. released a new Genesys Session Initiation Protocol (SIP) contact center solution that provides customer interaction control for any SIP-enabled infrastructure, regardless of vendor.

The Genesys SIP solution handles contact interaction control among SIP-enabled devices, such as gateways and end-points. The solution provides agent state tracking and monitoring functions, and delivers a set of interaction management functions, including customer segmentation, call queuing, call routing, reporting, and call control. The solution takes traditional end-to-end IP calls and mediates them as a central IP server. It is integrated into the Genesys Customer Interaction Management Platform for managing and tracking customer contacts from beginning to end.

Technology Benefits:

  • IP Deployments/Migration - Eliminates the need for enterprises to migrate their entire environment to a single-vendor IP solution to begin leveraging the advantages of IP
  • Hardware Consolidation - Separate on-premise hardware is no longer required
  • Any Phone from Any Vendor - Supports soft phones and all SIP phones
  • Integration to Non-CTI Enabled Soft-Switches - Integrates contact center suite to SIP enabled soft-switches that do not support a CTI link

Business Benefits:

  • Reduced Total Cost of Ownership - Provides cost savings over single vendor/proprietary solutions through open standards support
  • Centrally Administered Infrastructure - Delivers all system administration functions from a single point of control from anywhere on the network
  • Application Choice - Allows enterprises to choose contact center applications that best fit business needs

"After implementing IP telephony in 2000, our next step was the IP contact center. At the time, no company delivered the complete IP contact center capability we were seeking. We closely evaluated the Genesys products against other vendor offerings, and our business users chose Genesys for its better fit with projected requirements," said Neil Miranda, information systems coordinator, Ministry of Social Development.

"Genesys demonstrated total commitment to ensuring that integration with our Cisco environment could be delivered in a timely manner, mainly due to the open and flexible nature of the Genesys Suite. Today, we have the two best-of-breed platforms, which will protect our investment well into the future," added Miranda.

"From the beginning, Genesys has stood out in the contact center market by offering an open, software-based platform. By extending its open architecture into the IP contact center environment, enterprises are able to realize the significant cost and business benefits of IP, while utilizing a proven contact center solution," said Seema Lall, industry analyst, Frost and Sullivan. "Genesys has always been focused on open contact center software and this latest release demonstrates the company's commitment to be an industry leader in IP technology."

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