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November 17, 2006

Genesys and MicroAutomation Deliver Contact Center Solution

By Michelle Pasquerello, TMCnet Associate Editor


Call center software provider Genesys (News - Alert) recently partnered with MicroAutomation, a full service integrator of call center solutions, increasing market presence for both companies.
 
According to officials at Genesys, the focus on providing contact center solutions is supported by MicroAutomation, improving the customer experience across industries such as healthcare, finance and government.
 
The companies introduced a joint solution for healthcare service providers to support Medicare Part D.
 
Genesys allows enterprises to accomplish their business objectives by uniting customer interactions, people, and customer information in both traditional telephony and IP environments. Features such as routing and reporting across voice, e-mail, documents and Web interactions, together with integrated self-service, ensure that customers are quickly connected to the right resource.
 
"MicroAutomation has developed contact center technology that is widely regarded as the standard in the Medicare field," said Suresh Gursahaney, President and CEO of MicroAutomation in a statement. "We are excited to become an active partner of Genesys to continue our mission of enhancing the caller experience not only within the healthcare industry, but across all industries world-wide."
 
MicroAutomation offers technologies in the areas of Computer Telephony Integration (CTI), Advanced Speech Recognition (ASR), Interactive Voice Response (IVR), Reporting, Workforce Management, and Digital Recording.
 
As a member of Genesys InterActs Partner Program, MicroAutomation will be implementing, developing and reselling Genesys' products and solutions.

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