TMCnet News
Siemens And Genesys Integrate SolutionsBy Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
Siemens Communications and Genesys Telecommunications Laboratories today announced a new integration of the two companies' technologies -- using open next-generation session initiation protocol (SIP) standards -- with the goal of bringing a single, centralized platform of contact center and communication solutions to larger enterprises. The integration includes the SIP-based Siemens HiPath 8000 Real-Time IP System and the SIP-based Genesys 7 portfolio of contact center management applications.
“The joint solution consolidates contact center applications on a SIP infrastructure and can help deliver key customer benefits such as centralized management operations and reduced total cost of ownership,” said Nicolas De Kouchkovsky, senior vice president of marketing and business development for Genesys. “This combination of SIP-based solutions means that all the resources of an enterprise, regardless of location, can be enabled with applications that produce high-quality contact center service and customer care.” The two companies are building on a longstanding partnership to integrate technologies to create a complete IP contact center solution based around the HiPath 8000 voice over Internet protocol (VoIP) solution, one of the industry’s first unified communication softswitches to be built from the ground-up with native SIP architecture. The HiPath 8000 communications system is also designed to provide carrier-grade reliability and with scalability to support the data, telephony and multimedia needs of as many as 100,000 users.
“Our collaborative offering demonstrates the power of SIP and open standards,” said Mark Straton, senior vice president of marketing for Siemens Communications, Inc. “Genesys and Siemens each developed product offerings separately, but we integrated the two offerings using SIP. The combined solution is expected to result in a cost-effective, multimedia contact center solution that can scale to support thousands of users and can run on many telephony networks.”
For more information, visit www.siemens.com or www.genesyslab.com.
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles by Tracey Schelmetic, please visit the archives.
|