May 06, 2008
Companies Turning to Genesys SIP Implementations in Droves
By Susan J. Campbell, TMCnet Contributing Editor
Genesys Telecommunications Laboratories, an Alcatel-Lucent (News
) company, announced last week at G-Force that it has successfully reached more than 100 major enterprise customers that have begun SIP
implementations using its customer service software.
This milestone for Genesys (News
) is proof that a key IP
telephony standard is quickly gaining momentum. Enterprises are swiftly moving to leverage the SIP standard in their contact centers. As a result, the demand for Genesys solutions is quickly growing.
"These new SIP customers are some of the largest enterprises in the world, with global operations," said Paul Segre (News
), President and CEO, Genesys, in a Tuesday statement. "This milestone is an important indication of the market momentum that SIP is seeing, and we are certainly proud of the role Genesys has played in enabling that."
As a dedicated provider of customer service software, Genesys’ strong growth provides a snapshot of IP adoption in contact centers. The company noted that one of the drivers behind SIP adoption with Genesys software is the ability to properly leverage existing PBXs and telephony, while also reducing the need for future infrastructure. Such an approach provides tremendous cost savings and flexibility.
"The evolution to IP communications has been slower in the contact centre than for PBXs, largely due to concerns about impacting customer revenues and service with still emerging technology," said Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics, in Tuesday’s statement.
"That delay is proving to have an unintended benefit. Standards-based SIP contact centre applications, like the Genesys suite working with SIP Server, are giving companies an opportunity to leapfrog over proprietary IP approaches and move directly from TDM
Companies tend to rely on SIP and IP telephony to virtualize their customer service, while also enhancing customer service operations. By deploying such virtual contact architecture, businesses have the ability to simultaneously reduce costs while improving service by interconnecting multiple contact centers.
These enterprises also have the ability to integrate a wide variety of other locations, such as branch offices, mobile experts, back office personnel, and even work-at-home agents. The result is these enterprises can improve the overall customer experience by quickly matching the most relevant and available resources for each customer and avoiding excessive wait time.
SIP provides key advantages for the enterprise, including virtualization
to leverage both telephony and software applications across the enterprise; protection of existing investment during migration; separation of the telephony layer from applications; operational and productivity gains from fully utilizing customer care professionals in branch locations; and support for multiple customer service communication channels.
Enterprises throughout multiple industries are under increasing pressure to continue to improve their customer service delivery and operations, while also maintaining costs. By turning to SIP solutions, such as those offered by Genesys, these contact centers are better positioned to improve the ROI of their investments, while increasing their value to the organization.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is, Best Practices in Agent Retention brought to you by Enkata.