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Genesys Telecommunications Laboratories: Genesys Passes Key Milestone
with 100th Major Enterprise Customer Moving to SIP; SIP Continues To
Gain Momentum As Businesses Invest In Next Generation Customer Service
Solutions
(M2 PressWIRE Via Acquire Media NewsEdge)
RDATE:06052008
Wokingham -- A key IP telephony standard is quickly gaining momentum,
as enterprises are moving quickly to leverage the SIP standard (Session
Initiation Protocol) in their contact centres. Genesys
Telecommunications Laboratories, an Alcatel-Lucent company (Euronext
Paris and NYSE: ALU) last week announced at G-Force that it has now
reached more than 100 major enterprise customers that have begun SIP
implementations using its customer service software.
"These new SIP customers are some of the largest enterprises in the
world, with global operations," said Paul Segre, President and CEO,
Genesys. "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 the leading dedicated provider of customer service software,
Genesys' growth provides a good snapshot of IP adoption in contact
centres. Genesys noted that one of the drivers behind SIP adoption with
Genesys software is the ability to leverage existing PBXs and telephony
and reduce the need for future infrastructure, providing 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.
"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 to SIP."
Companies typically use SIP and IP telephony to virtualise their
customer service and enhance their customer service operations. By
deploying virtual contact architecture, businesses can simultaneously
reduce costs and improve service by interconnecting multiple contact
centres. They can also integrate a wide variety of other locations,
such as branch offices, mobile experts, back office personnel, and even
work-at-home agents. As a result, enterprises can improve the overall
customer experience by quickly matching the most relevant and available
resources for each customer, and avoiding excessive wait time.
The key advantages of SIP for enterprises include:
Virtualisation that allows them to leverage both telephony and software
applications across an entire organisation.
Protection of existing investment by eliminating the need to rip and
replace to any equipment while migrating to an IP telephony system.
Separation of the telephony layer from applications, resulting in the
freedom to select the hardware infrastructure and contact centre
applications that best meets their needs today and in the future.
Operational and productivity gains from fully utilising customer care
professionals and experts in branch locations, remote offices, or
affiliated partner organisations.
Support for multiple customer service communication channels including
voice, e-mail, and chat.
SIP is an application-layer control protocol used to create two-party,
multiparty, or multicast sessions that include Internet telephone
calls, multimedia distribution, and multimedia conferences. Originally
designed by Henning Schulzrinne (Columbia University) and Mark Handley
(UCL) in 1996, SIP is designed to be independent of the underlying
transport layer. It is widely used as a protocol for Voice-Over IP.
In addition to SIP, Genesys software supports virtually all IP and
mixed platforms, and can be deployed on top of a broad range of next
generation technologies. For example, it supports virtually every major
softswitch, providing telephony capabilities from vendors such as
Alcatel-Lucent, Avaya, Broadsoft, Cisco, Nortel, Siemens and Sonus.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses
100 per cent on software to manage customer interactions over the
phone, web and in e-mail. The Genesys software suite dynamically
connects customers with the right resources - self-service or
assisted-service - to fulfill customer requests, optimise customer care
goals and efficiently use resources. Genesys software directs more than
100 million customer interactions every day for 4,000 companies and
government agencies in 80 countries. These companies and agencies can
leverage their entire organisation, from the contact centre to the back
office, to improve the overall customer experience. As a result,
Genesys helps stop customer frustration, drive efficiency, and
accelerate business innovation. For more information, go to
http://www.genesyslab.com or visit the industry blog at
http://www.betterinteractions.com About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that
enable service providers, enterprise and governments worldwide, to
deliver voice, data and video communication services to end-users. As a
leader in fixed, mobile and converged broadband networking, IP
technologies, applications and services, Alcatel-Lucent offers the
end-to-end solutions that enable compelling communications services for
people at home, at work and on the move. With operations in more than
130 countries, Alcatel-Lucent is a local partner with global reach. The
company has the most experienced global services team in the industry,
and one of the largest research, technology and innovation
organisations in the telecommunications industry. Alcatel-Lucent
achieved revenues of Euro 17.8 billion in 2007 and is incorporated in
France, with executive offices located in Paris. For more information,
visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
CONTACT: Duncan Burford, PR for Genesys
Tel: +44 (0)1780 721 433
e-mail: dburford@iba-europe.com
((M2 Communications Ltd disclaims all liability for information
provided within M2 PressWIRE. Data supplied by named party/parties.
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Copyright ? 2008 M2 Communications Ltd.
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