AT&T will be expanding its relationship with Genesys (News - Alert) Telecommunications Laboratories, according to an AT&T announcement. AT&T will be certifying the advanced Genesys SIP Server product with its IP Toll-Free service and will also add the Genesys suite to its Integrated Contact Services portfolio.

The AT&T (News - Alert)/Genesys combination is expected to open the door for a wide range of new customer service capabilities. The IP-based next-generation contact center features video customer service, agent presence management and virtual routing of calls using a customer’s private Multiprotocol Label Switching Virtual Private Network, as well as the AT&T IP Toll-Free network.

Wholesale customers and enterprise businesses will now be able to leverage virtual contact center capabilities as part of their customer sales and service strategy. They will also be able to combine traditional and IP-enabled products and services in order to migrate to next-generation architecture.

“Genesys and AT&T share a vision of what the next-generation contact centre offers to businesses,” said Genesys president and CEO Paul Segre. “Our alignment with AT&T IP Toll-Free services demonstrates both companies’ commitment to supporting future advanced features of this service, including enabling businesses to fully take advantage of the hybrid environments.”

The integration of Genesys is a major step that will allow enterprises to easily migrate to IP utilizing a global network for on-demand services. This means they can switch to IP contact centers without replacing their existing PBXs or infrastructure.

Brian Solomon is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Brian Solomon’s columnist page.