Siemens Earns Dual Gold Partner Certifications to Benefit the Contact Center

By Susan J. Campbell

TMCnet Contributing Editor

 

Having the latest technology in the contact center is essential to delivering exceptional customer service. However, just having the “latest” is not enough. This technology must also be designed with the challenges of the contact center in mind in order to further its efforts to achieve the level of customer service that customer expects. In order to achieve this level, contact centers need a method for identifying top quality applications.

 

One way is to select an application that has received certification on the Genesys Voice Platform (GVP). Siemens (News - Alert) Communications can claim such a certification. The company today reaffirmed its commitment to training, technical expertise and customer satisfaction by announcing that it has achieved Gold Partner Certification on the GVP, part of the Golf Certification Program driven by Genesys Telecommunications Laboratories, Inc., an Alcatel (News - Alert)-Lucent company.

 

Siemens received the Gold Certification for the Genesys Contact Center Suite in May of 2006. Siemens is now the first Genesys (News - Alert) North American partner to hold both dual Gold Partner Certifications. This also highlights the company’s commitment to deliver leading-edge open communication solutions that cost-effectively incorporate the latest technology for joint Siemens-Genesys contact center clients.

 

For more than 10 years, Siemens and Genesys have partnered to help businesses transform their contact centers into dynamic assets to provide excellent service and high agent productivity – a goal for every contact center. The Genesys Contact Center Suite improves customer interaction routing through IP telephony while the Genesys Voice Platform provides interaction self-service and specialized speech applications. By offering both solutions, Siemens adds value with customized systems integration, project management and professional services to meet customers’ needs.

 

The Gold Certification Program is designed to provide technical differentiation to partners who demonstrate a superior level of expertise in specific product areas and have a proven record of successful, quality implementations. With dual certification, Siemens is recognized as the vendor and Genesys partner that provides exemplary expertise with an extreme focus on high customer satisfaction.

"The Gold Certification Program improves customer satisfaction through high-quality implementations," said Brad Coleman, senior vice president, Worldwide Customer Service at Genesys, in a Monday statement. "Siemens was awarded this certification for proving its ability to deliver quality service and customer satisfaction."

 

Siemens’ latest Gold Certification is a result of customers’ testimony as to the company’s expertise with GVP. Portland International Jetport in Portland, Maine, deployed GVP through Siemens HiPath Professional Services to expand self-service offerings for commuters and flyers. With an easy-to-use “single number service” for anything a frequent traveler might need to know about the airport, the solution offers immediate access to customer service representatives. Jetport officials are extremely satisfied with the solution that gives advantages over other regional airports.

The following criteria must be met to qualify for Gold Certification status:

 

·   Proven customer implementations within the past two years

·   High customer satisfaction proven by customer surveys

·   A full lab system for all Genesys products the partner certified and supports

·   Extensive employee training on all Genesys partner certified and supported products

·   Adherence to Genesys’ professional services methodologies and best practices

·   Full technical support infrastructure, personnel and practices for Genesys products.

 

When receiving Gold Certified Partnership, a company earns the right to display the Genesys-approved logo and receive exposure and branding through the Genesys Partner Directory. Gold Certified Partners also receive marketing benefits, technical tools and extra services provided only to Gold Certified partners.

Want to learn more about contact centers? Then be sure 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. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.