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

  • 29 April, 2004 11:34

<p>Genesys and IBM have announced a partnership to integrate Genesys’ speech-enabled self-service solutions with IBM’s enterprise IT infrastructure, resulting in seamless link between the contact centre and back-end systems, and thus easier installation and management for customers. The offerings are designed to allow organisations to use a single, open-standards based architecture throughout the enterprise to manage multiple channels of interaction and points of customer contact.</p>
<p>The partnership will also see Genesys and IBM providing joint speech self-service solutions to small to medium sized enterprises. Genesys and IBM will initially market solutions to address the needs of SMEs within the financial services and healthcare sectors, with the aim of moving into other vertical sectors in the future. Genesys and IBM will also share research, development and go-to-market support.</p>
<p>For further information please contact Caroline Hendra or Jessica Sealby at Howorth Communications on +61 2 9904 4533 or</p>
<p>WebSphere-Based Solution Integrates Contact Centres and Enterprise Business Processes</p>
<p>Companies also Expand Strategic Alliance to Target SMB Customers</p>
<p>SYDNEY April 29, 2004 – Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), and IBM today announced they will deliver new speech-enabled self-service solutions to link contact centres 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 industry-leading Genesys Voice Platform.</p>
<p>In addition, the two companies announced that they have expanded their strategic alliance to target small and mid-sized businesses (SMBs) with solutions for specific vertical markets.</p>
<p>IBM and Genesys: Enabling Speech Self-Service</p>
<p>IBM is working with Genesys to enable IBM's WebSphere Voice Server, WebSphere Voice Application Access and WebSphere Studio Voice Toolkit 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 centre and back-end IT infrastructure. Self-service solutions, performed without the assistance of a call centre 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.</p>
<p>Availability is planned for this summer with initial language support for English, Chinese and Japanese. The offerings are designed to allow organisations 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 MRCP (Media Resource Control Protocol) – an emerging standard aimed at easing the integration of automatic speech recognition and text-to-speech technologies.</p>
<p>The award-winning Genesys Voice Platform delivers enhanced self-service applications that provide instantaneous, anytime access to Web-based information using natural voice commands and allows customers to transition seamlessly to agent assistance whenever necessary. The solution is ideal for transactions such as obtaining account balances, transferring funds, requesting information, checking flight status, ordering products and scheduling services.</p>
<p>“Together IBM and Genesys enable companies to fully integrate the contact centre – the very ‘face’ of a company – with IT infrastructure to support a consistent, positive customer experience,” said Nicolas de Kouchkovsky, senior vice president of marketing and business development at Genesys. “Companies gain the benefit of sharing customer information from front to back office, which not only increases efficiency but also improves coordination among previously disparate business units.”</p>
<p>IBM and Genesys: Meeting the Needs of Small and Mid-Sized Businesses</p>
<p>In addition to working on joint speech self-service solutions, Genesys and IBM have expanded their relationship to meet the needs of small and mid-sized businesses (SMBs). In an increasingly competitive business environment, SMBs are seeking advanced contact centre technologies to differentiate themselves through superior customer service. Together, IBM and Genesys will provide easy-to-manage contact centre solutions that can reduce infrastructure costs and greatly improve quality of service. The companies plan to initially market solutions designed to address the particular needs of SMB customers in the financial services and healthcare industries.</p>
<p>As customers across different industries increasingly demand solutions unique to their industry challenges, IBM is aligning and mobilising Business Partners of all types by vertical industry focus. Genesys will receive targeted research, development and go-to-market support specific to the financial services and healthcare industries by accessing Partnerworld Industry Networks, a new Web-based partner program for ISVs.</p>
<p>The Genesys suite of products, combined with IBM WebSphere Voice Server*, IBM DB2 Universal Database* and IBM eServer xSeries systems designed specifically for mid-sized businesses*, can help companies quickly and accurately route customer inquiries to the information they need via self-service, or to the appropriate service representatives when required. With the new Genesys and IBM solutions, SMB customers can more easily migrate from legacy technologies, such as automatic call distribution (ACD) systems, to more sophisticated routing capabilities that may better serve their customers' rising demands for superior service and 24x7 access to information.</p>
<p>“We’re committed to working with our partners to reach new audiences within key vertical markets,” said Buell Duncan, GM, ISV and Developer Relations. “Today's announcement is part of IBM's continuing efforts to expand its strategic partnership in the speech arena – an important part of the pervasive computing ecosystem. The Genesys and IBM alliance represents the strength of collaboration to develop and deliver open and integrated industry-focused solutions.”</p>
<p>About Genesys Telecommunications Laboratories, Inc.</p>
<p>Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit for more information.</p>
<p>About IBM</p>
<p>IBM is the world’s largest information technology company, with 80 years of leadership in helping businesses innovate. IBM works with companies of all sizes around the world to deploy a full range of IBM technologies. For more information about IBM, visit</p>
<p>* Denotes a trademark or registered trademark of the International Business Machines Corporation.</p>

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