Genesys and IBM to Deliver Enterprise-Wide Speech-Enabled Self-Service Solutions

SAN FRANCISCO and SOMERS, NY - Genesys Telecommunications Laboratories Inc. and IBM announced they will deliver new speech-enabled self-service solutions to link contact centers with enterprise resources and IT infrastructures. In a move to increase the availability and functionality of its partner applications, IBM will work with Genesys to deliver a suite of WebSphere speech capabilities integrated with the Genesys Voice Platform.


In addition, the two companies announced that they have expanded their strategic alliance to target small and mid-sized businesses with solutions for specific vertical markets.


IBM is working with Genesys to enable IBM's WebSphere Voice Server, WebSphere Voice Application Access and Voice Toolkit for Websphere Studio for the Genesys Voice Platform. Genesys also plans to run its solutions on IBM's WebSphere Internet infrastructure software - which will enable a seamless link between the contact center and back-end IT infrastructure. Self-service solutions, performed without the assistance of a call center agent, allow customers to obtain information easily and execute transactions with a wide variety of business processes ranging from areas such as billing and inventory management and order delivery systems. The solutions will allow for multiple modes of customer service delivery - such as Web self-service, chat and speech-enabled caller interactions - to be better managed and more closely integrated into enterprise applications.


Availability is planned for this summer with initial language support for English, Chinese and Japanese. The offerings are designed to allow organizations to use a single, open-standards based architecture throughout the enterprise to manage multiple channels of interaction and points of customer contact. Also, both companies have announced plans to provide future connectivity via media resource control protocol - an emerging standard aimed at easing the integration of automatic speech recognition and text-to-speech technologies.

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