[August 19, 2002]

Genesys' Express IPCC Combines Benefits Of Genesys Express And IP Networks For Small And Mid-Sized Contact Centers

Genesys Telecommunications Laboratories, Inc. announced the availability of Genesys Express IP Contact Center, an out-of-the-box IP-based platform for mid-market contact centers.

Based on Genesys' IP Contact Center (IPCC) solution, Express IPCC offers all the benefits of Genesys Express, while also providing a software-based path to converged voice and data networks. The flexibility of Express IPCC delivers a seamless transition from traditional circuit-switched environments, protecting the network investments of small and mid-size contact centers while allowing them to take advantage of IP technology maturation.

Express IPCC enables the complete integration of multiple channels, such as e-mail and phone or Internet-based voice, within a single customer interaction. All communication channels are seamlessly tracked and controlled within the Express IPCC environment, using Genesys Universal Queue technology. Universal Queue utilizes intelligent, rules-based routing to ensure customer inquiries are handled quickly and effectively by the most appropriate agent. By IP-enabling agents, Express IPCC provides maximum flexibility, and a complete 360-degree view of the customer, for delivering superior customer service. Customers benefit through more flexibility in communicating with the company, any time and by any method they choose.

Like all Genesys offerings, Express IPCC is platform and hardware-independent, providing a complete suite of interaction management applications that do not require any third-party ACD or PBX technology. This provides a turnkey solution for new contact centers looking to build pure IP environments. However, Genesys recognizes that many mid-tier contact centers have already made heavy investments in ACDs and PBXs. Express IPCC protects and extends these investments through easy integration with any industry-standard voice interface, including legacy PSTN, IP phones, PCs and media gateways. In addition, Genesys offers a packaged version of Express IPCC for deployment in Alcatel OmniPCX 4400 environments.

"Genesys Express IPCC extends our commitment to providing leading-edge multimedia customer contact solutions for the mid-market," said John Hernandez, senior director, mid-market programs at Genesys. "Express IPCC combines the ease of deployment and comprehensive solution set of Genesys Express with a logical and cost-effective migration path to take advantage of the developments in IP-based technology. Regardless of a company's current contact center environment, Express IPCC delivers enhanced customer service and rapid return-on-investment."

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