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Genesys introduces Genesys Customer Interaction Portal for Self-Service

  • 05 May, 2006 10:43

<p>OEM Agreement with VoicInt Telecommunications GmbH Delivers
Out-of-the-Box Solution for Voice Self-Service and Speech Applications</p>
<p>SYDNEY – May 5, 2006 – Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), and VoicInt Telecommunications today announced the Genesys Customer Interaction Portal for Self-Service, a browser-based portal to simplify the development and provisioning of voice self-service and speech applications.</p>
<p>The Genesys Customer Interaction Portal for Self-Service enables managed services providers and other Genesys partners to quickly deploy and modify applications based on the Genesys Voice Platform, an IP-capable carrier-grade VoiceXML platform. The new browser-based portal, available in the second quarter of 2006, was developed for Genesys by VoicInt Telecommunications GmbH, Germany, to create an on demand platform and standardised templates for third party voice self-service and speech applications.</p>
<p>The Customer Interaction Portal is a key enabler for Genesys’ managed services partners. For example, if a carrier uses the solution to offer a hosted automated survey application to its mid-market customers, their end users can easily add questions to voice applications via the graphical user interface which also provides the ability to prompt the caller for quality feedback using school-type grades. Enabling speech-based interaction, Genesys Customer Interaction Portal supports automatic speech recognition and speech synthesis (text-to-speech) functionality. Companies of all sizes are increasingly looking for the functionality they need from a service provider using a pay-per-use model. The Genesys Customer Interaction Portal for Self-Service delivers functionality attractive to a wide range of businesses and is fully integrated with their contact center operations.</p>
<p>“One of VoicInt’s key goals is to make managed services providers successful by providing an easy to operate, easy to manage and easy to deploy solution sellable to their customers. With the Customer Interaction Portal, we not only have made this vision come true, but we have also engaged with Genesys, the market leader in contact centre technology. Not only will Customer Interaction Portal for Self-Service provide an end-to-end solution which will directly deliver the requested service to the customer, but it will also generate additional revenue for the managed service provider,” said Peter Nowack, founder and managing director of VoicInt Telecommunications.</p>
<p>“While the self-service market has been growing at phenomenal rates, the ability to quickly turn on new seats has been a pressing need,” said Wes Hayden, president and CEO of Genesys. “The Genesys Customer Interaction Portal enables managed service providers to introduce new business models and provide customers with more control over their voice applications. Service providers can expand their product portfolio with the Genesys Customer Interaction Portal and offer innovative services to customers they hadn’t been able to reach because building customised voice applications was too complex.”</p>
<p>VoicInt Telecommunications specializes in solutions for telecommunication carriers and their clients. Pioneering innovative speech services in on-site or managed services scenarios, VoicInt develops standardized corporate and carrier-class communication solutions. VoicInt’s products and basis technologies are open standard, creating an eco-system for companies of any size to profitably deploy speech dialog applications and intelligent contact center solutions. For more information, please visit</p>
<p>About Genesys Telecommunications Laboratories, Inc.</p>
<p>Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3,300 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at</p>
<p>About Alcatel</p>
<p>Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet:</p>

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