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IP Phones - Yealink and Genesys to Deliver Products to Front Line Contact Center
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October 16, 2014
Yealink and Genesys to Deliver Products to Front Line Contact Center
By Casey Houser, Contributing Writer
 

Yealink (News - Alert), a manufacturer of IP-based contact center desktop phones, recently announced its partnership with Genesys, a multichannel contact center product provider, to combine the Genesys (News - Alert) Customer Interaction Manager with Yealink phones and deliver that combination to Front Line, a Russian business process outsourcing company.


CCK-consulting, a Genesys partner, will carry out the project which will entail the combination of Yealink SIP-T20P IP phones with Genesys software – its Customer Interaction Management system, Agent Desktop, and Geographical Redundancy Architecture. Front Line will receive the products for the improvement of its own operations. Front Line has long used Genesys software, and Tatiana Irge, director general of Front Line, said the company expects to further improve its contact center resource control with this deployment.

Oleg Saushkin, the official Genesys representative for Russia and CIS, commented that the partnership between the two companies can improve customer service outcomes at a low cost of ownership.

"The need for constant program complex cost of ownership reduction and, at the same time, rising customer service level expectations from an outsourced call center, set the bar high. We are pleased that the joint solution from Genesys and Yealink, meets these requirements," Saushkin said.

The Yealink announcement says there will be "deep integration" between its phones and the call center software. The Genesys Customer Interaction Management system will collect information about call center agent work and then produce reports to help businesses better allocate their resources. Yealink phones will work directly with on-screen desktop interfaces through Agent Desktop. Furthermore, the Geographical Redundancy Architecture allows call centers to improve their call connections by utilizing multiple SIP site servers that are linked to provide disaster recovery. Businesses experience little or no downtime and can complete their work on schedule.

This announcement is not the first to pair the two companies. Genesys has previously officially recognized the Yealink SIP enpoint as fully compatible with the Genesys server. This means that the TI chipset in Yealink phones that leads to features such as autoprovision and power over Ethernet can operate with Genesys products without error. Yealink also noted this October that its T2x series IP phones had achieved certification of interoperability with the Alcatel-Lucent (News - Alert)'s Genesys SIP Server version v8.0.x. The certification proves that the Yealink phones are able to operate with Genesys systems in a consistent manner. Stone Lu (News - Alert), vice president of Yealink, called the certification a milestone for the company because it allows the phone manufacturer to keep its foot in the advancing market of contact center products.

Of course, the certification also led Yealink directly to its current partnership discussed above wherein its phones will operate completely within a specialized deployment of its hardware and the Genesys software. This may be only the first such collaboration between the two companies. Genesys' global recognition of Yealink as a reliable manufacturer, as well as its specialized software deployment that will integrate with Yealink phones, solidifies the pair's relationship as something that, if initially successful, could lead to years of cooperation.




Edited by Alisen Downey
 
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