AudioCodes and Genesys to Offer all-IP Contact Center

By Michael Guta, Contributing Writer

Integration has become a key factor in today's business environment, even if the solutions being provided come from different vendors. This generally means forming partnerships between companies to provide comprehensive services that will address the needs of their customers. AudioCodes (News - Alert) and Genesys have expanded their existing partnership to add yet more services that will combine their respective offerings. AudioCodes announced this time around there will be a new solution that lets its customers, Lync  users and otherwise, quickly and easily migrate to an all IP contact center.

In this partnership, AudioCodes is going to provide the voice networking solutions it has developed to enable enterprises and service providers to transition to all-IP voice networks. The Israeli based company has been focusing on converged VoIP and data communications for deployments in broadband, mobile, enterprise networks and cable globally with cost effective products and services. In this endeavor, Genesys (News - Alert) will bring its expertise in omni-channel customer experience and contact center solutions so together they can offer an end-to-end solution.

“The combined Genesys-AudioCodes solution delivers high level synergy for next-generation contact center deployments. In conjunction with the Genesys Customer Experience Platform, AudioCodes' voice solutions and global support teams deliver the required technological capabilities and know-how to ensure that contact center customers benefit from rapid deployments, high quality and reliable voice communications and reduced TCO,” said Yehuda Herscovici, Vice President Product at AudioCodes.

The combined solution will be sold by Genesys and its partners, which will include AudioCodes voice infrastructure, support and services as part of a different type of deployments across industry sectors.

As a certified AudioCodes voice infrastructure, Genesys will also have access to its session border controllers, media gateways, IP phones, centralized element management and quality monitoring tools, and network readiness assessment. These offerings will be powered by the Genesys Customer Experience Platform.

“By offering the Genesys Customer Experience Platform in addition to IP phones, voice infrastructure and services from AudioCodes, we can simplify our customers' deployments and provide a high level of performance and reliability,” said Steve Rutledge, Senior Vice President of Product Management and Marketing at Genesys.

Together the joint collaboration will provide its customers a single point of contact that will simplify the procurement and support with Genesys for pre-integrated solutions from a single vendor. This gives customers rapid deployment without the risk of compatibility issues and quality assurance with high availability and improved performance metrics. This includes high voice quality, network performance tools and centralized monitoring to ensure service level agreement deliveries and better customer experience.